Customer Experience Account Specialist at InterChange Group, Portsmouth, VA

January 2022 - present

Manage customer accounts including materials receipts, inventory reports, shipping estimates, billing, and inquiries. Coordinated appointments with customers, carriers, and brokers.

• Receive, process, and confirm customer orders promptly via email, while ensuring proper stock rotation and providing customers with scanned BOLs and tracking information upon shipment.

• Process recurring monthly storage invoices and inbound/outbound invoices.

• Verify inventory discrepancies by sharing daily inbound and outbound data with facility manager and warehouse lead.

• Maintain well-organized digital and physical files, including customer service inbox.

• Maintain a tidy front office, answered phones, updated calendars, and performed general office tasks.

• Completion of 6-month long Leadership Academy program, spring 2024.

 

Shipping & Receiving Supervisor at Paden Cold Storage, Norfolk, VA

October 2021 - January 2022

Managed shipping and receiving office, processed USDA, Export, and HAZMAT paperwork, handled accessorial payments, inbound/outbound scheduling, and managed emails and phone calls.

• Successfully completed inbound container packets, tallies, labels, lot numbers, and port information tracking. Handled BOLs, inventory inquiries, and bin locations with CoreFlex WMS.

• Scheduled inbound and outbound appointments utilizing DockMagic.

 

Shipping & Receiving Coordinator at Paden Cold Storage, Norfolk, VA

January 2021 - October 2021

Managed active shipping and receiving office, processing paperwork, accessorial payments, inbound/outbound scheduling and handling emails and phone calls.

• Completed inbound container receipts, printed labels, assigned lot numbers.

• Entered outbound orders for fresh and frozen products, processed BOLs, managed inventory, and emailed Receiving Reports to customers.

• Scheduled appointments, coordinated with warehouse and drayage companies for truck and container movements, and logged containers twice daily.

 

Account Manager TrueCommerce EDI Clients at Green Forest Cabinetry, Chesapeake, VA

March 2020 - January 2021

Strengthened client relationships, acquired new customers, and enhanced overall customer experience. Met and exceeded EDI/TrueCommerce clients' requirements, developed SOPs for order processing and shipping schedules, and ensured productive workflow and communication while working remotely.

• Managed time effectively while processing up to or over 150 weekly orders using Acctivate Inventory Management for electronic order processing and invoicing.

• Involved with daily inventory and production meetings remotely.

 

Senior Customer Service Representative at Green Forest Cabinetry, Chesapeake, VA

February 2017 - March 2020

Oversaw customer service at a cabinet manufacturer, handling workflow, email, phone calls, and creating SOPs.

• Streamlined Customer Service workflow by managing daily email, processing orders, payments, inquiries, customer queries, and new client applications.

• Used Acctivate Inventory Management software for inputting precise customer information and orders..

• Communicated with departments on payments, account status, orders, inventory, and shipping.

 

Graphic Designer at Green Forest Cabinetry, Chesapeake, VA 

June 2016 - January 2021

Designed product catalogs and sales collateral for trade shows. Consolidated 3 product lines into a single core catalog and developed in-house packaging, labels, and forms using Adobe Creative Cloud software.

• Seamlessly cross trained from Graphic Designer into the role of Customer Service Representative with minimal time and financial expense for training.

• Daily management of email and fax for new orders, order confirmations, payments, questions, and new client paperwork to facilitate workflow for Customer Service department throughout the day.

• Monitor emails and respond accordingly to customer inquiries pertaining to order status, ordering procedures, order changes or updates, product availability, shipping questions and shipping schedules.

• Maintain communication with Accounting department to ensure prepaid customers orders are paid on time for shipping based on production schedule and to keep Customer Service updated on when orders expect to be paid for.

• Maintain communication with Inventory Lead to stay informed of potential inventory issues and to inform him of special orders.

• Identify potential issues and initiate actions to ensure orders are processed in an efficient and timely manner.

• Data entry and order processing of approximately 10-40 orders per day, averaging approximately 80-190 orders weekly.

• Provide training for new Customer Service staff in standard operating procedures within the department including, but not limited to: order entry and processing, invoicing, adjusting daily production schedules as needed, scheduling appointments for local pickups, and physical file management. 

• Bring issues, concerns and kudos from the department or clients to co-workers during weekly Production/Managers meeting.

• Hold large project management role designing multiple core product catalogs, along with related collateral. 

• Work with Sales Manager to design collateral and sales materials for use at various trade shows, as well as in-house packaging labels and assorted workflow forms.

• Provide clients and sales reps with the most up to date print or electronic versions of product catalogs and sales materials. 

• E-mail marketing utilizing MailChimp.

• Helped successfully launch new cabinet line into general core product line spring 2017, utilizing social media and e-mail marketing.

• Helped successfully launch 2 new cabinet lines, and their own core marketing materials in spring 2019, shown at industry trade show and by utilizing social media and e-mail marketing.

Honors /Awards

• Employee of the Month - July 2018

 

Graphic Designer at Dave’s Cabinets, Chesapeake, VA 

January 2014 - June 2016

Managed redesign of product catalog, price lists, sales materials and collateral using Adobe Creative Suite.

• Held large project management role designing core product catalog.

• Worked with Sales Manager to design collateral and sales materials for use at trade shows.

• Provided in house sales reps with the most up to date print or electronic versions of product catalog.

• Shot and digitally edited photographs to showcase product on sales and marketing materials.

 

Cake Decorator / Bakery Clerk (Part time) at Kroger Food Stores, Virginia Beach, VA

May 2013 - December 2013

• Provided quality customer service to customers in the Bakery Department.

• Responsible for maintaining standards, maximizing sales by providing extraordinary customer service and minimizing shrink.

• Engaged and interacted with customers to create a positive shopping experience.

• Operated and maintained airbrush.

• Took and filled special orders.

• Prepared products for display cases including cakes, cupcakes, and cheesecakes.

• Mixed icings and coordinated colors.

• Prepared, pulled and displayed sales floor items.

• Rotated, maintained and organized appropriate product levels on sales floor and in walk-in cooler.

• Cleaned and sanitized all equipment, utensils and work area.

• Adhered to all company guidelines, policies and procedures.

 

PrePress Technician / Graphic Designer / Typesetter at Signature Printing, Norfolk, VA

November 2012 - March 2013

• Preflighted artwork and files supplied by clients.

• Typeset and/or designed collateral for new and returning clients.

• Performed basic plating of jobs.

 

Graphic Designer at Al-Anon Family Groups, Virginia Beach, VA

January 2011 - August 2012

Designed monthly member magazine, quarterly newsletter, and yearly awareness publication, overseeing press checks and collaborating with other departments.

• Designed layout of monthly magazine.

• Performed monthly press checks at local printer.

• Designed layout of quarterly newsletters and yearly awareness magazine.

• Designed conference poster and related collateral for 2011 and 2012 World Service Conference.

• Designed informational and housing pamphlets and related forms for 2013 International Conference.

• Assisted in design of new print material and Annual Report/Conference Summaries for 2011 and 2012.

• Researched and downloaded art from stock websites to fit with stories and articles in monthly and quarterly print materials.

• Scanned member photos to save to network server for future use.

 

Production Artist / Graphic Designer at Axon Communications, Braintree, MA

September 2009 - October 2010

• Created collateral including DVDs jackets and DVD displays for pharmaceutical clients.

• Edited photos and copy for DVD displays, DVD labels, jackets and video menus.

• Performed bi-weekly uploads to local printer for large jobs.

• Researched and downloaded photos and art from stock websites, as needed.

• Assembled collateral packets.

 

Ad Compositor / Graphic Designer at The Hartford Courant, Hartford, CT

June 2006 - August 2009

• Composed exciting, readable advertisements under daily deadlines

• Sent proofs of ads to clients via e-mail and fax

• Assisted customers over the phone and e-mail

• Edited any photographs and art submitted by clients or found on stock sites

• Input ad copy

• Assisted the proofreader by proofreading ad copy