Aimee Stevens
Labrador,Australia
Summary
Dynamic Order Management Specialist with proven expertise at Petsafe Brands in enhancing customer satisfaction and streamlining order processing. Adept at complaint resolution and data entry, I consistently meet KPIs while fostering strong customer relationships. My proactive approach and effective communication skills drive operational success and elevate service quality.
Overview
21
21
years of professional experience
Work History
Order Management Specialist / Customer Service Representative
Petsafe Brands
10.2017 - Current
- Enhanced order management system through accurate processing and monitoring of partner-related logistics.
- Consistently exceeded KPI expectations set by management.
- Tracked progress of orders throughout the supply chain lifecycle from initial purchase through final delivery.
- Mastered company sales and order management processes, becoming go-to expert in company, answering questions from various personnel levels.
- Reviewed customer orders for accuracy and completeness prior to processing.
- Collaborated with warehouse staff to coordinate shipments and deliveries according to customer specifications.
- Developed processes to ensure order fulfillment was timely and accurate.
- Reviewed customer requests, resolved questions and defined specifications before completing orders.
- Liaised between internal departments such as finance, marketing, and manufacturing in order to resolve any issues related to the ordering process.
- Interfaced with external partners such as logistics providers or third-party vendors concerning order status updates or other matters relating to product acquisition.
- Learned company products and services and communicated effectively with internal and external customers regarding actual and potential sales.
- Initiated and conducted ongoing conference calls with sales to confirm order management met or exceeded customer expectations.
- Informed customers by mail or telephone of unit prices, shipping dates, and anticipated delays.
- Communicated with current customers regarding backorder availability, future inventory and special orders.
- Answered customers' questions about products, prices, and availability.
- Resolved customer issues related to order placement, pricing discrepancies, shipping delays.
- Maintained product price lists and confirmed customer orders for accurate unit pricing.
- Developed strong relationships with customers through excellent communication skills.
- Devised and implemented new order management processes to streamline efforts of sales staff and customers.
- Generated reports on order status, inventory levels, delivery times, and other metrics related to order management.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Updated databases with new and modified customer data.
- Mentored junior team members and managed employee relationships.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Representative
Serco Group
Varsity Lakes
06.2014 - 01.2017
- Managed communication channels efficiently.
- Managed customer inquiries via phone calls and emails.
- Conducted thorough investigation using available resources.
- Maintain up-to-date customer data.
- Identify and escalate priority issues.
- Route calls to the appropriate resource.
- Consistently met KPI targets set by higher management.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
Administration Assistant
Rexa Consultant Pharmacists
11.2013 - 06.2014
- Coordinated appointment settings for patient consults.
- Managed patient inquiries using telephonic and email communication.
- Utilized specialized software for maintaining an organized appointment schedule.
- Updated specialized computer databases with precise and timely patient records.
- Ensured discretion in all interactions between parties.
- Ensured secure filing of all patient documentation.
HR Officer/Payroll Co-Ordinator
Lack Group Labour Hire & Traffic Management
03.2011 - 10.2013
- Managed payroll operations for staff ranging from 20 to 50 employees.
- Executed timely preparation and payment of monthly payroll encompassing superannuation.
- Coordinated with managers for placement of job ads.
- Conducted onboarding sessions for newly hired staff.
- Managed setup of essential employee information including banking and tax details.
- Conducted regular reviews to keep employee records current.
- Drafted employee correspondence on various concerns.
- Handled numerous information requests seamlessly.
- Handled telephone enquiries regarding staff from external bodies such as Child Support, Centrelink, and Superannuation Companies.
- Maintained precise records of employee annual leave, sick leave, and RDO payouts.
- Managed various administrative responsibilities encompassing calls, written communications, and mail inquiries.
- Handled filing and upkeep of office records.
- Maintained up-to-date processing of bank statements.
- Balanced and verified customer accounts.
- Managed billing processes for customer transactions.
- Handled invoice processing from suppliers promptly.
- Implemented technology-driven solutions for managing accounts.
- Enhanced banking procedures to increase efficiency.
- Coordinated with senior management regularly, generating multiple reports as needed.
Front End Supervisor
Supa IGA
Byron Bay
06.2009 - 03.2011
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Counted and balanced registers.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Managed opening and closing procedures by reconciling sales records and cash transactions with software data.
- Trained, managed and motivated employees to promote professional skill development.
- Managed customer complaints and rectified issues to complete satisfaction.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Trained new employees in customer service techniques and store policies.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Delegated work tasks to employees based on shift requirements, individual strengths, and unique training.
- Used Point of Sale register system to complete transactions.
- Taught junior employees proactive strategies to meet operational and sales goals.
Shop assistant/ deliveries
Domino’s Pizza
Ballina, NSW
01.2008 - 06.2008
Shop assistant
Ferry Road Market
Southport, QLD
01.2007 - 06.2007
Shop assistant
Brumby’s Bakery
Chevron Island, QLD
01.2006 - 08.2006
Shop assistant/ waitress
Pelican 181 Seafood Restaurant & Takeaway
Ballina, NSW
01.2005 - 11.2005
Education
Higher School Certificate -
Xavier Catholic College
01.2005
Skills
- Strong verbal and written communication
- Order processing
- Customer relationship management
- Data entry
- Sales reporting
- Performance metric monitoring
- Complaint resolution
- Product knowledge
- Time management
- Customer care expertise
- Inventory management
- Timely issue escalation strategies
- Effective payment processing
- Strong organizational abilities
- Professionalism
- Product and service recommendations
- Deadline management
- Responsive to shifting priorities
- Quality control
- Task prioritization
- Supply chain coordination
- Problem-solving aptitude
- Comprehensive documentation skills
- Cross-functional teamwork
- Efficient document management
- Returns processing
- Invoice processing
- Cash handling
- EDI processing
- Strong analytical skills
- Proficient in computer operations
- Proficient in MS Office Suite
- Oracle software proficiency
- Experience with Salesforce
- Oversee payroll and accounting processes
References
- Mitchell Geyer, Customer Care / Order Management Team Leader, Petsafe Brands, 1800 786 608
- David Mayne, Gold Coast Area Manager, Lack Group, 0417 790 392
- Rebecca Kelly, Owner / Consultant Pharmacist, Rexa Consultant Pharmacists, 0413 034 470
Personal Information
- Date of Birth: 11/25/87
- Marital Status: Married
Timeline
Order Management Specialist / Customer Service Representative
Petsafe Brands
10.2017 - Current
Customer Service Representative
Serco Group
06.2014 - 01.2017
Administration Assistant
Rexa Consultant Pharmacists
11.2013 - 06.2014
HR Officer/Payroll Co-Ordinator
Lack Group Labour Hire & Traffic Management
03.2011 - 10.2013
Front End Supervisor
Supa IGA
06.2009 - 03.2011
Shop assistant/ deliveries
Domino’s Pizza
01.2008 - 06.2008
Shop assistant
Ferry Road Market
01.2007 - 06.2007
Shop assistant
Brumby’s Bakery
01.2006 - 08.2006
Shop assistant/ waitress
Pelican 181 Seafood Restaurant & Takeaway
01.2005 - 11.2005
Higher School Certificate -
Xavier Catholic College