Miguel Martinez Gonzalez
Nogales
Summary
Personable and dedicated Customer Service Representative with extensive experience in the CSR industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Dormakaba of The Amerikas
Nogales
07.2023 - 10.2023
- Order entry of all incoming customer orders verified that all order entries were entered efficiently, accurately, and in a timely manner
- Credits and rebills of all customer invoices to offset negative balances
- Processed RMA's
- Processed RGA's
- Push-out dock dates as well as push-in dock dates
- Cancel orders, POs and line items per customer request
- Price changes, adjustments on existing orders
- Track open orders
- Backlogs
- Support Quality Dept., Planning, Customs, Shipping Dept
- Support sales reps
- Support Finance dept
- Expedite orders
- Create / issue shipping labels
- Tracking of customer goods, shipping instructions per order
- Address customer complaints, Solve customer complaints
- Weekly meetings with CSR, Sales
- B2B calls with customers, via email and Microsoft Teams
- SAP, Zen desk ERP systems.
CSR / Order Entry
Humanscale
06.2022 - 12.2022
- Verified customer, order, and item information for accuracy and completeness by reviewing the quote and purchase order, clarifying discrepancies, and checking catalog numbers for accuracy
- Process customer's order, release from EDI, into WIP
- Adjust pricing, ship dates, and dock dates, shipping instructions
- Close communication with other departments to solve issues about back orders, orders on Q.A
- Status
- Provide status updates to customers regarding their orders
- Review open orders daily and process pending orders
- Prioritize back orders to make the ship date as promised
- Manage inventory for finished goods / raw material
- RMA's
- Weekly meetings with customers to oversee order productivity
- Worked with planning, the sales dept.
Purchasing Dept.
Unified Communications
Houston
06.2021 - 12.2021
- Analyze orders prior to the process verification of correct info
- Process purchase orders via Oracle NetSuite ERP
- Order entry of all purchase orders
- Create orders, and cancel orders upon request
- Placement of POs of raw material with base suppliers and new suppliers
- B2B call, via emails with suppliers regarding the POs status
- Tracking of shipments until reaching the destination
- Processing shipping labels, BOL, and special instructions added
- Sourcing, negotiating with the supplier's lead times, pricing and Inventory stock Levels, warranty
- Generate daily open orders reports, closed orders
- Follow up on hold orders, backorders
- Providing support for finance dept
- Coordinate inventory, cycle counts
- Daily maintenance of the ERP system
- Weekly meetings with supply chain.
CSR / MRO Buyer
Suministros industriales de Sonora
11.2017 - 12.2019
- Providing a high level of customer service to our clients
- Support clients during all stages of quotes, and purchases, b2b calls, via email or in-person visit
- Resolving customer complaints and disputes regarding orders and products
- Providing customers with technical product information on their orders
- Writing up email proposals and quotes creating new clients, and visiting clients weekly / looking for new prospects
- Responding to pricing inquiries, lead times, shipping
- Analyzing orders for correct info, Processing requisitions orders via ERP Peachtree
- Placement of POs, b2b calls, emails w/supplier regarding order status
- Sourcing for new suppliers, pricing, lead times, negotiating with local and foreign suppliers
- Make quick and efficient decisions based on min-max reports
- Managed customer stock inventory
- Coordinate cycle counts/inventory
- Support and compliance with the departments of accounts payable
- Follow up with open/back orders
- Organized and filed all proper documentation, processing of purchase orders, RMA'S, and warranty by supplier
- Coordinate imports/exports of raw materials with the customs broker.
JR Buyer
Amphenol-Optimize
07.2014 - 08.2016
- Ran MRP report once a week, to determine which components to purchase or expedite against MRP report, shorts, and backorders
- Daily meetings with engineering crew leaders to determine Forecasting, WIP, shortages of raw material, and expedited raw material/finished goods when needed
- Sourcing, Analyzed requisitions and specifications to obtain competitive estimates from suppliers worked to keep under budget, best Lead times from suppliers to set up new accounts
- Communication with supervisors, and crew leaders for follow-up With the production process to meet stock dates, expedited dates
- Placement of P.O on a daily basis with base suppliers
- Follow up with suppliers regarding quotes
- Constant tracking of raw materials via web to ensure customer Confidence/assurance of their goods
- Coordinated Daily cycle counts and kept stock of minimums
- Archived all PO confirmations, requisitions, sales orders, quotes.
Education
Business Administration Associates -
Pima Community College
High School Diploma -
Pimeria Alta High School
Skills
- Results-oriented
- Sense of urgency
- Self-motivated
- Effective customer service skills
- Oriented and attentive to detail
- Passionate and committed to results
- Ability to work as a team player or independent
- Resistance to stress
- Effective communication skills
- ERP SAP, ORACLE, AS400
- Fluent in both English and Spanish written and oral
Timeline
Customer Service Representative
Dormakaba of The Amerikas
07.2023 - 10.2023
CSR / Order Entry
Humanscale
06.2022 - 12.2022
Purchasing Dept.
Unified Communications
06.2021 - 12.2021
CSR / MRO Buyer
Suministros industriales de Sonora
11.2017 - 12.2019
JR Buyer
Amphenol-Optimize
07.2014 - 08.2016
Business Administration Associates -
Pima Community College
High School Diploma -
Pimeria Alta High School
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