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Hi, I’m
INGRID FERMIN
Customer Service Specialist
Sector caleta,La romana
Summary
Bilingual, Shipping, Receiving, Logistic Coordinator and Office Administrative Assistant with strong communication and computer skills. Detailed oriented with the capability of succeeding in a fast paced and challenging environment.
Overview
9
years of professional experience
Work History
BradyPLUS, Remote
Customer Service Representative
01.2025 - Current
Job overview
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
CCDRemote
Scheduler
05.2024 - 11.2024
Job overview
- Received inbound calls of patient to get their Radiology appointment set up.
- Assist with questions about locations and Medical Insurance.
Ge Gas PowerParsippany, NJ
Shipping & Receiving Coordinator
08.2022 - 03.2024
Job overview
- Responsible for shipments, including web and standard invoicing, and reconciliation of production parts.
- The use and scheduling of authorized carriers for customers. Handles all customs and exports.
- Proof of all shipments, reconciling incoming and outgoing freight billing, and tracking all released parts.
- Assist in verifying that we have received purchase orders for intended shipments and that work orders for shipments are in the system.
- Maintain files for open and closed work orders and incoming parts.
- Verify serial numbers, purchase orders and destinations into S/W SET.P system.
- Liaison between Production, Demand Management, and Quality to meet shipment requirements.
- Resolve BOT issues to expedite shipment to customer.
- Track and expedite rework pieces.
- Communicate and coordinate with outside vendors to align production schedules.
- Enforce safety practices.
- Supervise Shipping and Receiving Department.
- Year-end Metem inventory preparation.
- Any other work as assigned by the supervisor.
PimsLincoln Park, NJ
Receiving Lead
11.2021 - 08.2022
Job overview
- Ensure all incoming orders are received in a timely manner and enter in the Warehouse Management System
- Receive shipments and sign paperwork upon receipt.
- Inspect packages to ensure they are in acceptable quality condition.
- Verify packages according to purchase order to ensure part numbers and quantity match.
- Assume responsibility for returning unsatisfactory shipments.
- Update the inventory management system by posting the receipt material into the computer program and forward proper documentation to Accounts Payable.
- Keep accurate records to support staff function such as Accounting and Inventory Control.
Anthem USBCarlstadt, NJ
Shipping, Receiving and Logistic Lead
02.2017 - 10.2021
Job overview
- Oversees the Shipping, Receiving and Logistic department
- Preparing and monitoring all inbound and outbound deliveries
- Notifying Clients of their placed order, and giving them shipping updates.
- Preparing shipment paperwork, Bol and packing slip in our ERP systems.
- Running Production report daily and track quality released of product on SAGE X3, to spot order completion and ready to ship.
- Interacting closely with the freight forwarders and brokers.
- Reviewing opportunities for consolidation of pallets on a shipment.
- Forwarding signed paperwork when shipments are dispatched and forward them to Client and billing department as proof of pick up.
- Used SAP to post production and Acknowledge shipments readiness for Customer.
- Ensuring compliance with federal, state, local and company-specific regulations related to the quality of product.
- Assisting with investigating shipping discrepancies and errors when necessary.
- Select carriers for transportation and negotiate rates and contracts with carriers.
- Coordinate transportation providers to ensure prompt and proper movement of shipments.
- Respond to customer inquiries and referring clients to the proper channels.
- Review purchase orders and shipping documents to ensure accuracy.
- Make special shipping arrangements as necessary
- Track and fix shipping errors
Education
Fashion Industries High School
High school diploma
06.1996
Skills
- Google Docs
- Management
- Personal assistant experience
- Office management
- Inventory Control
- Typing
- Order entry
- Sage
- Human resources
- Office experience
- Medical office experience
- Supervising experience
- Sage software
- ERP systems
- Purchasing
- Freight
- Bilingual (English/Spanish)
- Conflict management
- Computer skills
- Computer literacy
- Oracle
- Bilingual
- Account management
- Communication skills
- AS400
- Shipping & receiving
- Warehouse management system
- Microsoft Outlook
- EMR systems
- Supply chain
- Filing
- Transportation management systems
- Vendor management
- Data entry
- Sales
- Sales support
- SAP Warehouse Management
- Payroll
- Clerical experience
- MRP
- SAP
- Negotiation
- Quality assurance
- Excel
- Logistics
- Workday
- Microsoft Office
- Spanish
- SAP ERP
- Front desk
- Manufacturing
- Microsoft Excel
- Windows
- Math
- Customer service
- English
- HR sourcing
- Administrative experience
- Team management
- Leadership
- Analysis skills
- Social media management
- MSWord
- Recruiting
- ERP software
- Organizational skills
Timeline
Customer Service Representative
BradyPLUS
01.2025 - Current
Scheduler
CCD
05.2024 - 11.2024
Shipping & Receiving Coordinator
Ge Gas Power
08.2022 - 03.2024
Receiving Lead
Pims
11.2021 - 08.2022
Shipping, Receiving and Logistic Lead
Anthem USB
02.2017 - 10.2021
Fashion Industries High School
High school diploma