Summary
Overview
Work History
Education
Skills
Timeline
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ELAIN MIDDLETON

ELAIN MIDDLETON

Horningsea Park,NSW

Summary

Customer Relations / Exports & Imports Specialists / Logistics Specialist Motivated retail sales professional with proven record of boosting sales and customer loyalty through individualized service. Resourceful individual skillful in learning customer needs, directing to desirable merchandise and re-organising sales orders to meet requirements. Committed to strengthening customer experiences with positivity and professionalism when answering requests and processing sales.

Overview

18
18
years of professional experience

Work History

Retail Support Specialist

Beaumont Tiles
09.2021 - Current
  • Helped locate merchandise, and suggested suitable options.
  • Used DAX system to update sales orders, raise orders where required, raise returns.
  • Processed customer returns to manage smooth refunds and exchanges following store procedures.
  • Answered store & franchise questions about products and services, helped locate merchandise, and update stores accordingly on required products.
  • Engaged in friendly conversation with stores & franchises to better uncover individual needs.
  • Listened to store & franchise needs to identify and recommend optimal products.
  • Assist stores & franchises build customer loyalty and retention by meeting & supplying to demands.
  • Assist to provide exceptional services and pleasant shopping experiences to retail customers.
  • Assist in developed strong rapport with customers and created positive impression of business.
  • Maintained up-to-date knowledge of process for store sales, products & returns to follow

Export , Imports Administration - Asia , Oceania

Briggs and Stratton
01.2016 - 05.2020
  • Sales Order Administration SEA / Oceania / Exports / Operations & Production Orders / Imports & Logistics
  • Responsibilities and Positions Held: o Sales Administration (S.E.A) South East Asia o Sales Administration S.E.A / Oceania / New Zealand / Exports & Imports o Maintaining Daily and Weekly Reporting of Sales Order Status & Updates, including sales revenue for current and following month from received orders in coordination with supplier and manufacturing confirmations
  • Maintaining Customer Accounts to keep their orders moving and meet both Business and Customer requirements
  • Creating and Updating Process and their Improvements o Training of New Processes and New Staff Members o Order Processing / Data Entry o Scheduling and Managing Logistics with China, USA and Local o Order processing for Operations including Logistics and Documentation from Overseas suppliers
  • Coordinating and Negotiate with Suppliers to meet or achieve as close as possible to Internal
  • Manufacturing and Customer Requirements
  • Data Analysing of Domestic Transportation and creating a measurable tracking report o Arranging, organise and run meetings with Domestic and Exports Transport Suppliers for Feedback and
  • Improvement requirements.,
  • As per Customer Service Role o Liaising with higher management when necessary to meet client and Blue White requirements
  • Prepared various import, export and supplier forms for customs submittal.
  • Designed export strategies to meet project delivery requirements.
  • Maintained SWIs and controlled documentation of work performed.
  • Administered export of Lawn Mowing products for compliance with company and customs export policies.
  • Processed company's import permit and export license processes.
  • Consulted with suppliers and agents to arrange proper in-transit permissions to ship to various locations.
  • Coordinated with shipping and transport companies on behalf of clients.
  • Tracked shipments processing through customs and other agencies and obtained clearances.
  • Developed and maintained relationships with customs brokers, freight forwarders and customers.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.
  • Maintained open communication with customers and overseas partners to update all parties on order and shipping changes.
  • Advised customers on transportation options, types of carriers or shipping routes.
  • Maintained up-to-date knowledge of US customs regulations and international trade laws.
  • Followed SOPs with all customer account actions and data management to keep consistent service levels.
  • Obtained necessary import and export licenses and permits for shipments.
  • Prepared and submitted Harmonized Tariff Schedules (HTS) codes to US Customs.
  • Researched and prepared product cost and trade compliance reviews for clients.
  • Reviewed and signed documents on behalf of clients in line with power of attorney limitations.

Customer Service

07.2015 - 09.2015
  • With Command Recruitment
  • Responsibilities o Customer Service o Freight Tracking o Administrative o Pick-ups (both emails and phone calls) o Data Entry
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Updated account information to maintain customer records
  • Responded to customer requests for products, services, and company information
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Processed customer service orders promptly to increase customer satisfaction
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Utilized customer service software to manage interactions and track customer satisfaction
  • Developed customer service policies and procedures to meet and exceed industry service standards
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Exhibited high energy and professionalism when dealing with clients and staff

Freight Officer

Tuckwell Recruitment
03.2015 - 06.2015
  • Responsibilities o Imports o Exports o Customer Relations o Invoicing/Reconciliation o Customer Service
  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with a strong sense of personal responsibility
  • Proven ability to learn quickly and adapt to new situations
  • Worked well in a team setting, providing support and guidance
  • Managed time efficiently in order to complete all tasks within deadlines
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Excellent communication skills, both verbal and written
  • Passionate about learning and committed to continual improvement
  • Strengthened communication skills through regular interactions with others

Production Scheduler/Exports & Inventory Planner

06.2013 - 02.2015
  • Upgraded to Operations
  • Administrator
  • Devised and implemented efficient processes for production tracking and inventory control
  • Created and implemented tracking systems to monitor progress and meet deadlines
  • Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows
  • Researched and compiled information on variety of planning issues from multiple sources, prepared thorough reports and presented findings in meetings

Customer Service

Exports, Capital Safety LTD PTY
10.2010 - 06.2013
  • Height Safety Equipment (e.g
  • Safety harness, blocks, lanyards etc)
  • Responsibilities and Positions Held: o Operations Administrator o Daily Operations meeting Updates and Memo upkeep
  • O Inventory Planner – Managing company 3PL sites o Export and Imports o Knowledge management o Invoicing and Administrative office work o WHSE Committee Member o Inventory Planner – Managing company 3PL sites.

Customer Service Officer

Salmat BPO
08.2005 - 10.2010
  • Now Known As ‘Fuji Xerox)
  • Company Industry: Document Management (e.g
  • Printing of statements, letters, etc)
  • Responsibilities: o Manage, Assist, and execute various project implementations and product changes o Liaise with Middle and Higher Management to complete, execute projects and issues in the most appropriate and productive way to meet both client and Salmat requirements
  • O Highlight revenue leakage and increase revenue from existing customers o Quote, invoice and negotiate disputes with clients o Build strong and long-term partnerships with clients internal and external o Work with Salmat’s departments to ensure jobs are correctly processed as per SLA’s o Identify and implement process improvements o Identify and keep records of processes and procedure for client’s products
  • O Keep records of stock and Product/Applications
  • O Arrange, organise and run meetings externally and internally o Meet and exceed set key performance indicators (KPI’s) o Constant participation and involvement with Salmat community

Assistant Customer Service Manager

- 01.2004
  • Blue White Delivery Service
  • Company Industry: Transport – Interstate and local (Parcels and Bulk)
  • Positions Held for 10 years,
  • Train new personnel o Mentoring of personnel when required o Organising meetings with clients and management o Stepping into the manager’s position when Manager is off-site
  • O An escalation point for customer enquiries.

Education

Development mentoring program – Salmat BPO Certificate IV in Business - Customer Service – -

Salmat College
Sydney, NSW
06.2009

Salmat college training -

Salmat College
Sydney, NSW
01.2008

Now Known As Fuji Xerox) Innovation Team Export Procedures and Documentation Course (Complete) -

Australian Institute of Export
Sydney, NSW

Height Safety Training Mental Health First Aid Certificate Australia - undefined

Skills

  • Operational Efficiency, Process Driven
  • Customer Transactions
  • Documentation Requirements
  • Complex Problem-Solving
  • Customer Inquiries
  • Merchandise Alteration Estimates
  • Corporate Compliance
  • Exceeding Customer Expectations
  • Excellent Written and Verbal Communication
  • Special Requests , Delivery & Transport Arrangements
  • Goal-Driven
  • Building Customer Loyalty

Timeline

Retail Support Specialist

Beaumont Tiles
09.2021 - Current

Export , Imports Administration - Asia , Oceania

Briggs and Stratton
01.2016 - 05.2020

Customer Service

07.2015 - 09.2015

Freight Officer

Tuckwell Recruitment
03.2015 - 06.2015

Production Scheduler/Exports & Inventory Planner

06.2013 - 02.2015

Customer Service

Exports, Capital Safety LTD PTY
10.2010 - 06.2013

Customer Service Officer

Salmat BPO
08.2005 - 10.2010

Assistant Customer Service Manager

- 01.2004

Development mentoring program – Salmat BPO Certificate IV in Business - Customer Service – -

Salmat College

Salmat college training -

Salmat College

Now Known As Fuji Xerox) Innovation Team Export Procedures and Documentation Course (Complete) -

Australian Institute of Export

Height Safety Training Mental Health First Aid Certificate Australia - undefined

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ELAIN MIDDLETON