Isabel Gonzalez

Isabel Gonzalez

Work History

Work History
Mar 2011 - Aug 2011

Customer Support Rep.

Eaton Corp. / CSD

Returned to Eaton as contractor to work for a former manager while employee was out on medical leave. Responsibilities included, but not limited to; preparing proposals, creating Request for Quotations (RFQ), coordinating with Supply Chain and Inventory Management to prioritize and expedite deliveries, updating forecast. Act as the contractual interface between customer and Eaton to resolve issues both internally and externally to achieve customer satisfaction.  Coordinate with accounting and shipping to ensure completeness and accuracy of export documentation including export licenses for international customers.

Nov 2000 - Sep 2010

Customer Service Manager

Fluidmaster, Inc.

Manage the customer service operations. Being the first point of contact, develop, track and report key performance measurements for the unit. Develop and implement process and procedures to improve operational efficiency. Oversee a cross-functional team targeted to resolving customer issues within the Retail, Wholesale, OEM and Aftermarket channels as well as Domestic, International and Government customers.  Responsibilities consist but not limited to the following:

  • Responsible for directing a global Customer Service team by leading customer /technical service representatives and implementing strategies that provide exceptional service levels to internal and external customers, distributors, and reps.
  • Establish standard procedures and manage their implementation in the North America and overseas locations to duplicate the performance globally
  • Monitor fill rate and on–time deliveries trends reporting results and recommendations to management
  • VMI administrator for key accounts 
  • Review daily open order and backlog reports monitoring timeliness and accuracy
  • Responsible for handling and resolution of escalated customer issues
  • Establish production priorities for operations as needed
  • Monitor export shipment documentation as required for customs clearance
  • Generate, evaluate and analyze sales reports and identify problems. Create trend data reporting in operational areas as required
  • Coordinate with freight forwarders, 3PL’s to ensure freight costs are contained and new regulations are enforced and adhered to
  • Monitor, maintain and audit part number, price files and schedule B codes, implementing revisions or updates in appropriate databases
  • Participate in monthly sales and operations review as the customer service representative
  • Train and mentor new employees as needed
Jan 1994 - Oct 2000

Marketing Supervisor

Argo-Tech Corp. (formerly Carter Ground Fueling Div.)

Led team in conducting consumer surveys and analyzing sales figures regarding certain types of merchandise and services, by determining the market demand for a product.  Provide VOC (voice of the customer) feedback directly to research and development departments in finding most efficient and inexpensive ways to manufacture new products.  Principal responsibilities consist of the following:

  • Inside Sales Administration for a Global customer base
  • Focal point for government sales in the Ground Fueling Division
  • Review and compliance of all documentation pertinent to customer orders such as letters of credit, contractual obligations and warranty claims
  • Generation and follow-up of RFQ's
  • Responsible for order processing on all incoming orders ensuring accuracy, as well as timely delivery schedules.  Follow-up on same to ensure customer satisfaction
  • Technical assistance and troubleshooting when required
  • Assist customer to better understand the product line

The Carter Ground Fueling Division was bought out by Eaton Corp. in 2007.

Skills

Skills

ERP

Enterprise Resource Planning software - proficient in applications related to customer service, inventories, applications to manage product planning, interacting with suppliers and tracking orders, finance and shipping and receiving.    

Microsoft Office

Microsoft Office; Excel Outlook PowerPoint  

Bi-lingual

Bi-lingual (Spanish/English)

Summary

Accomplished Customer Service professional with diversified administrative and managerial experience in the manufacturing industry.  I can provide valuable support and have demonstrated effectiveness in handling complex projects, developing strong internal and external customer relations, and in responding to department needs on short notice.

Interest

Volunteering with Families Forward a non-profit organization dedicated to help homeless and low-income families in South Orange County, CA

Objective

Seeking a challenging career with a progressive organization which will utilize my skills and abilities in customer care management.