Created an outstanding client experience by providing excellent customer support and a smooth onboarding experience Led a team of eight Customer Service Coordinators Ensured success of the team by creating and leading training programs and employees in supply chain management, Salesforce use, and natural disaster recovery Oversaw order entry, contract applications and balances, pricing, and communications for the company’s largest accounts Researched customer invoice disputes and provided reports to the accounting department Served as a subject matter expert for the client disputes process and High Radius (invoicing software), training team members and acting as an escalation point Ensured timely production of orders while adhering to lead time requirements by acting as a liaison between mills and customers Brought in new clients by researching and pursuing business to business opportunities and expertly answering public inquiries

Provided customer support via phone, Live Chat and EmailProcessed custom and catalog scientific orders including those for Business to Business clientsCreated Standard Operating Procedures for new Customer Service RepresentativesGoal setting for individual achievements and yearly performanceReceived 4 special consideration awards from customersStreamlined internal custom order processReceived Special Recognition for assisting with website launch in October of 2012

Maintained and improved relations with a customer base of over 200, handled all incomingcalls, resolved customer complaints and disputes, submitted reports on customer claims to vicepresident of western region and General Manager of the Denver branch, monitored and updated pricing for all customer products, conducted meetings with vendors, handled all outbound freight,improved freight costs by 6 percent in first 3 months, maintained reduced freight percentagethrough meetings and negotiations with freight carriers, attended all meetings, provideddocumentation of meeting notes, monitored production statistics daily, researched labor, freight,waste and production numbers, created spreadsheets and graphs based on previously mentioneddata, distributed all documents to upper management, input all accounts receivable invoices,handled all accounts payable purchase orders, monitored pricing for raw materials, monitoredcustomers invoices over credit terms conducted collections calls for all overdue customerinvoices resulting in the plant’s largest reduction in unpaid invoices over 40 days, responsiblefor all incoming and outgoing mail, implemented electronic document system, spearheadedand facilitated transition to paperless office system for Denver branch, assisted employees withHuman Resources questions regarding insurance, payroll and benefits, collected hours for allemployees and input payroll information into Cybershift payroll system, was responsible forreceiving of raw materials, and maintaining stock levels for office supplies.

Supervisor to 6 employeesImproved client relations with a customer base of over 200Handled all replacement ordersLeadership and training to Customer Service RepresentativesMentoring including one on one and Team HuddlesConducted interviews for potential Client Relations RepresentativesWrote job descriptionsConducted client product inspectionsEnsured client satisfaction with product and business