SUMMARY OF QUALIFICATIONS
Multi-talented professional who is a detail-oriented and organized individual accountable for establishing a strong customer relationship – based on trust and responsiveness. I am proficient in accurately processing customer orders in an efficient manner to ensure customer demands are met. I can manage customer complaints and issues necessary to resolve issues in a timely and professional manner.
Newfield Exploration Co (E & P) Houston, TX (01/07 to 02/2015)
Contract Support Analyst
60% Order Management
Accepted, entered, scheduled and maintained orders.
Understood and executed all types of order processes (EDI, fax-to-EDI, web-to-EDI).
Responded to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies.
Coordinated with traffic to build efficient loads and schedules.
Verified pricing, and truck weights to ensure no fines, penalties or delays.
Successively functioned in more than one region and multiple business groups.
Understood and correctly interpreted Service Level Agreement for customer and sales team, including all retail customer contracts and requirements.
Processed and maintained quotes as needed using the current quote process.
Expedited hot or special orders as agreed upon with sales and supervisor.
30% Conflict Management
Properly accepted, logged, managed and resolved customer and sales issues in a professional and empathetic manner.
Addressed and corrected customer service issues, forwarded issues to appropriate department , and conducted follow-ups to ensure overall customer satisfaction achieved.
Collaborated with cross-functional teams to expedite orders.
Researched deductions/short payments/credit disputes & communicates with customer in a professional and empathetic manner to resolve dispute/issue.
Maintained customer records, performed backorder coordination/shipping.
Communicated any variations or schedule delays in customer orders in a timely manner.
Managed the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
10% Logistics Support
Cross trained into one or more logistics functions to support the overall supply chain operation.
Provided coverage for time off, peak periods and perform at the Learning Path proficient level and as a high performer in some but not all categories.
Maintained strong lines of communication with shipping plants and traffic to ensure seamless order processing and execution on standard and special/hot orders.
Scanned/saved order and order support documents.
Black Box Network Services (Telecommunication)