Miguel Martinez Gonzalez
Nogales
Summary
I am a diligent professional and passionate with a solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
7
7
years of professional experience
Work History
Customer service rep
Harvest supplies
11.2024 - Current
- Provide expert internal and external customer service and sales support to both the Inside Sales Team and customer engagements
- Assist Sales with overall Quote to Order activities
- Responsible for Post-order to Invoice including but not limited to: order entry, maintenance Value Added orders & follow up to complete end to end process
- Backlog Management
- Work with the Asset and different portals to expedite factory purchase orders to meet customer open order demands
- Manage inbound customer order formats (pdf, e-mail, Microsoft Office documents)
- Submit supplier requirements which include Value Added, NCNR (Non-Cancellable, Non-Returnable), and COP (Customer Owned Parts); assist in maintenance for contract pricing
- Support sales team with direct customer contact, which includes coordinating reports, and providing the first point of escalation after the initial set of expedites
- Work closely with the asset team to process orders for customers and resolve issues for the customer in a timely manner
- Support sales team with RMA (Return Material Authorization), initiate CAR (Corrective Action Request) FQR (Field Quality Request), and correct post-delivery issues (wrong carrier, wrong packaging, wrong shipping account, etc.)
Customer Service Rep
Dormakaba Americas
07.2023 - 10.2023
- Company Overview: (Seasonal project)
- Order entry of all incoming customer orders verified that all order entries were entered efficiently, accurately, and on time within 48/hrs / USA / Canada
- Credits and rebills of all customer invoices to offset negative balances
- Processed RMA's
- ENC-BOM rectifications
- 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 / Backorders for production fulfillment
- Shipped orders on Hold by QA
- Provided support for the following Production, Quality Dept., Planning, Customs, Shipping dept, Support sales reps
- Support the Finance dept
- Expedite orders upon customer request
- Process quotes
- Created/issued shipping labels for shipping and added shipping instructions per customer request
- Tracking of customer orders until the final destination
- Address customer complaints, Solve customer complaints
- Weekly meetings with CSR, Sales
- B2B calls with customers, via email and Microsoft Teams
- SAP, Zen desk ERP, EDI systems
- Attended weekly training to acquire effective skills to offer work more efficiently and with greater accuracy, leading to increased productivity
- (Seasonal project)
Purchasing Dept.
Unified Communications
06.2021 - 12.2021
- Company Overview: (Seasonal Contract)
- Purchase goods and services according to the company’s policies and procedures
- Evaluate vendors based on price, reliability, capability, and previous transaction history
- Ensure that purchasing documents are complete and accurate and include appropriate and reasonable terms and conditions
- Maintain pricing histories and other vendor records
- Work with the purchasing clerk to manage the purchasing department
- Oversee and manage purchase orders, shipping schedules, and purchase records
- Track orders and ensure timely delivery
- Liaison with the warehouse team to ensure all products arrive in good condition
- Assist in monitoring stock levels and identifying purchasing needs
- Initiate vendor claims as needed
- Perform other related duties as assigned
- (Seasonal Contract)
- OracleNetsuite ERP
CSR / MRO Buyer
Suministros industriales de Sonora
11.2017 - 10.2019
- 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
Education
High School Diploma -
Pimeria Alta High School
Nogales, Az06-1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
- Conflict resolution
- Order processing
- Administrative support
- Scheduling
- Customer relationship management (CRM)
- Customer relations
Timeline
Customer service rep
Harvest supplies
11.2024 - Current
Customer Service Rep
Dormakaba Americas
07.2023 - 10.2023
Purchasing Dept.
Unified Communications
06.2021 - 12.2021
CSR / MRO Buyer
Suministros industriales de Sonora
11.2017 - 10.2019
High School Diploma -
Pimeria Alta High School
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