David Kaplan: Customer Service Specialist in Lakewood, CO

Process orders, order entry in MAS 200 system and SPS Commerce for EDI. Enter and pull sample orders, Email communication with brokers for order status and tracking information. Research shortage / damaged shipments and provide supporting documents for disposition.

Receive and process phone and e-mail requests for technical support, parts, RMAs, and new sales related to systems. When technical support is requested, I define, diagnose, and resolve the issue rapidly and completely. Provide sales support including verifying pricing and marketing program for order entry in Syspro ERP, providing a confirmation, and scheduling a ship date. Requests for parts and RMAs require identification of exact parts by breakdown of system. RMAs include serial number verification and purchase date for warranty items. Sales inquiry includes defining customer requirements to determine which system would be best for the potential sale, providing pricing, and collecting contact details for future follow up.

Received orders e-mail, fax, phone and walk-ins. Processed existing items and fulfilled orders. For first time items, gathered art work, dimensions, application of product, estimated price of product and services, provided quote sheets to current and new customers. Communicated with Prepress and Production departments concerning art work, design, layout, and material lead times; extracted information from ERP system (Syteline) into Excel spreadsheets to follow orders all the way through to shipping due date for on-time-delivery.

Managed national account orders by tracking on a daily basis to insure that factory production and delivery stayed on schedule for on-time delivery to customers. Communicated with buyers via e-mail and phone for issues from price and terms to possible shipping extension. Worked with Finance on charge back issues from vendors, issued credit memos, ordered samples for buyers to review. Reported to Operations Manager and worked closely with Vice President of Sales and Sales Managers. Estimated and reported shipping numbers weekly for metrics reports to Vice President of Operations and Finance.

Processed orders, communicated with customers, scheduled and planned with sourcing department, provided customs documents to factories in Korea and China.

Managed Key Accounts, received and entered orders, verified pricing and terms. Worked with sales reps, called on house accounts to sell and recommend products, attended trade shows to show and sell products. Special projects included set up and display of sunglasses for 200-store chain, as well as design and set up of a sunglass concept store in Aspen, CO.

San Marco Ski Boot service and repair. Customer Service provided for parts and technical questions. Distribution-shipping and receiving, inventory cycle counts, annual inventory provided to auditors.