Customer Support Specialist
Summary of Job:
Responsible for managing a large base of customers, including quote creation, order entry, and customer support across multiple manufacturing sites for a provider of raw materials for microelectronic packaging and sputtering systems.
• Mastered SAP process for quote creation, order entry, and production management.• Created Excel spreadsheet which eliminated manual calculation of product volume and pricing, streamlining quote creation process and decreasing quote turnaround time from an average of 3 days to 1.• Reduced error rate from 11% in year 1, to 2.85% in year 2, to 0.34% in year 3.• Initiated program of training Customer Support in products manufactured across multiple locations, reducing customer point of contact from up to 5 sales specialists to 1.• Created a positive, cooperative relationship between Buffalo and Brewster manufacturing locations through on site visits and team building exercises. • Mastered Pomodoro time management technique to increase productivity from an average of 15 transactions per day to 30. Turn-keyed technique to entire CSS team. • Assist in creation of CSS training program, turnkey complex concepts, based on defining where to find solutions rather than rote memorization.