Louisburg, North Carolina, United States
I am a Customer Operations professional with 18+ years of experience supporting customer accounts, supply chain coordination, logistics, and process improvement within manufacturing and distribution environments. Throughout my career, I have built a reputation for being a dependable connection point between customers, internal teams, and business processes. I specialize in managing the complete customer order lifecycle, coordinating production and shipping requirements, resolving complex issues, improving workflows, and ensuring customers receive consistent support from order placement through delivery. At Palziv North America, I support my retail accounts throughout the United States and Canada by coordinating customer operations, purchase orders, inventory needs, forecasting communication, production scheduling support, troubleshooting and system improvements while partnering with Sales, Production, Planning, Shipping, Accounting, Marketing and Leadership teams. Previously, I served as Customer Service Manager, where I led customer service operations, trained employees, improved processes, and supported team development. That experience continues to influence my approach today through mentoring, knowledge sharing, and finding practical solutions to operational challenges. I am Six Sigma certified and passionate about continuous improvement, strong relationships, and creating efficient processes that benefit both customers and organizations. Core areas of expertise: • Customer Operations & Account Management • Supply Chain Coordination • Order Lifecycle Management • Production Planning Support • Forecast & Inventory Coordination • Process Improvement • Cross-Functional Collaboration • Employee Training & Development • Customer Experience • ERP Systems & EDI Support
Own day-to-day customer operations and account support for major retail customers throughout the United States and Canada. Responsibilities include: • Managing customer accounts and the complete order lifecycle from purchase order through delivery and post-sale support. • Coordinating with Sales, Production, Planning, Shipping, Accounting, Marketing, and Leadership teams to meet customer commitments. • Supporting production planning through forecast communication, inventory monitoring, and scheduling coordination. • Managing purchase orders, invoices, samples, claims, deductions, and customer requests. • Supporting EDI troubleshooting and system improvement initiatives in partnership with IT. • Training new employees and sharing process knowledge to improve team consistency. • Identifying opportunities to improve workflows, communication, and customer experience.
Promoted from Customer Service Representative based on performance, leadership, and operational expertise. Managed customer service operations while supporting major customer accounts throughout the United States and Canada. Responsibilities included: • Led daily customer service workflows and supported employee development. • Trained and coached team members on systems, procedures, and customer service standards. • Managed escalated customer issues and coordinated solutions across departments. • Improved processes to increase efficiency, communication, and customer satisfaction. • Partnered with Account Managers and internal teams to support customer needs.
Provided customer service support within the Engineering Sales department, managing customer requests, order processing, communication, and internal coordination. Recognized for strong performance and promoted into Customer Service Manager responsibilities within one year.
Utilities, Fermentation
Financial, Consumer, Office, and Operations management
Servant, Teacher, Mentor, Coach
Liason and revisionist between the Planogram team and the Pricing team