Sherri Mitchell

• Collects, evaluates, and promptly and accurately handles day-to-day issues reported by phone or email, such as cancellations, missing deliveries, scheduling problems, inaccurate data, EDI problems, returns, or customer complaints
• Proactively works to fix difficulties by acting liaison and coordinating with factories, home delivery companies, and different internal departments as necessary.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

Working with a cross functional team, this role is responsible for oversight and leads the coordination of key elements of Serta Simmons Bedding's national Home Delivery (HD) services

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Key elements of this role include but are not limited to: consumer deliveries, returns, claims, and special projects, as well as programs and promotional events

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Coordinate, support, and troubleshoot Home Delivery processes to ensure timely and efficient results

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Receive, assess and resolve day-to-day issues via e-mail or phone such as cancellations, missed deliveries, scheduling challenges, incorrect data, EDI issues, returns or customer complaints in a timely and accurate manner

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Act as liaison and proactively coordinate with home delivery providers, suppliers, and various internal operations and departments to resolve issues

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Utilize established KPIs and Service Level Agreements to monitor the overall health of critical Home Delivery factors, and ultimately determine and implement required actions to achieve performance targets

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Prepare and distribute accurate daily management reports related to: Deliveries, Queues, Exceptions and Errors, and Returns, as well as ad-hoc reports

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Maintain claim and return information ensuring processes are followed, returns are picked up and/or claims are filed

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Ensure claim process is followed and tracking is documented to resolve issues

• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• Carried out day-to-day duties accurately and efficiently
• Developed and maintained courteous and effective working relationships
• Worked with customers to understand needs and provide excellent service
• Increased customer satisfaction by resolving issues
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Maintained energy and enthusiasm in fast-paced environment

• Checked vendor confirmation and order acknowledgements for correctness
• Assist with resolution of A/P inconsistencies on open procurement orders
• Account management for all incoming order fulfillments and complicated merchandising
• Manage and track all open orders
• Identify, monitor, and manage any account difficulties, such as delivery promises
• Create different reports, interact with external/internal customers about orders, bills, and delivery proof.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Retained existing clients and developed [23] new accounts by extending high quality and efficient support service

• Internal freight claim, returns, and credits/debits were processed in collaboration with logistics and accounting departments
• Purchase product orders were placed directly with regional sales reps and distributors
• Instances were created for unit service and dealer issues
• Rinnai Account Management Japan direct shipping orders, Canada and US area allocated regions new employee training, department SOPs (standards of operating procedures), and Customer Care department supervisor backup.
• Managed over 200 customer calls per day.
• Improved operations through consistent hard work and dedication
• Collaborated with team members to achieve target results
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Conducted research, gathered information from multiple sources and presented results
• Exceeded goals through effective task prioritization and great work ethic
• Maintained excellent attendance record, consistently arriving to work on time
• Actively listened to customers' requests, confirming full understanding before addressing concerns
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Resolved problems, improved operations and provided exceptional service
• Monitored company inventory to keep stock levels and databases updated
• Managed team of employees, overseeing hiring, training and professional growth of employees

• Monthly alcohol excise tax billing was managed
• Business and alcohol license applications are organized
• Oversaw contract personnel and wrote reports for department director
• Advertisements were approved before to airing on local cable station
• Handled inbound and outgoing queries, as well as greeted customers and processed service orders
• Coached and trained employees and coworkers.
• Contacted clients to verify account information and maintain accuracy, resulting in 97% increase in client satisfaction