KARINA VLASTOS

• Owning the full processes of ordering to delivering to the Pharmacy customers & some Grocery customers
• Managing phone and email correspondence with key customers and account managers
• Ownership of the Customer Experience mailbox
• Working with 3rd party partners, monitoring performance
• Working closely with Warehouse and distribution, Supply, Demand, and 3rd party logistics
• Working collaboratively with sales colleagues to manage customer requirements
• Claim Coordinator for the team – management for allocated customers for stock related claims
• Communication of potential issues and solutions with the key customers (e.g., short deliveries, missed deliveries etc)
• Communications of SKU maintenance to commercial customers for NPI’s
• Allocation file management daily
• Reporting for key accounts
• Working on IDOCs for NZ
• Account creations and trouble shooting.

· Deliver or exceed KPIs targets (OTIF, returns, call centre performance, claims resolution) for the assigned markets.

· Manage phone and email correspondence with key customers

· Ownership of Customer Service email inbox and inbound AU phone queue

· Deliver optimised customer service and product availability and cost to serve to respective commercial area

· Work with outsourcing CS partners, monitor performance, improve and drive continuous improvement

· Deliver appropriate continuous improvement projects

· Work closely with W&D, Demand and Supply and third-party logistics provider to deliver excellent Customer Service to internal and external customers

· Work collaboratively with sales colleagues to manage customer requirements

· Ownership of order to cash activities for allocated customers – Metcash, Big W, Route, Export and small grocery customers (order entry, promotion, invoicing)

· Claim management for allocated customers – primarily stock related claims

· Own the full process of order to deliver

· Coordination (or support in coordination) of promotional material management to customers (information of new promotions to be shared by commercial and demand teams)

· Communication of potential issues and solutions with key customers (in case of shortages, oos etc.)

· Communication of SKU list maintenance to commercial and customers (in case of obsolete and replaced sku’s)

· Order handling of sample and prescription management – (Dental Detailing)

· Maintenance of good delivery practice learnings

• Enhanced customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
• Streamlined communication processes for improved customer experiences and increased overall satisfaction.
• Analyzed customer feedback to identify trends and make recommendations for process improvements.
• Collaborated with cross-functional teams to address systemic issues impacting the customer experience.
• Managed escalated customer issues, resulting in timely resolution and increased satisfaction levels.
• Reduced response time to customer inquiries by implementing efficient workflow processes.
• Provided comprehensive reporting on key customer experience indicators for management review and action planning.
• Championed internal initiatives aimed at enhancing employee engagement and motivation within the Customer Experience team.
• Mentored and coached junior team members, sharing knowledge and expertise to foster an environment of continuous learning and professional growth.
• Provided proactive and highly responsive communications.
• Served as support resource to team members in key meetings.
• Triaged and resolved support requests via phone, email, live chat and remote web access.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Evaluated current processes to develop improvement plans.
• Produced detailed and relevant reports for use in making business decisions.
• Reviewed internal systems and organized training plans to address areas in need of improvement.

• Providing a full range of administrative and ad-hoc support
• Taking Wholesaler/Consumer enquiries
• Report Running Daily – Open Orders, Backorders maintenance
• Order fulfilment and maintenance to ensure service requirements are met
• Wholesale account management
• Providing support to AU portfolios and NZ Pharmaceutical portfolios’
• Coordinating the deliveries to ensure adherence to delivery schedule is met by third party logistics company
• Inbox management for NZ Consumer and team inbox
• Attending to any customer queries regarding their orders and escalate to Team Leader when it becomes necessary
• Credit processing and management for NZ Consumer portfolio
• Month End reporting
• Pricing updates to Retailers/Wholesalers.
• Improved operational efficiency by streamlining processes and implementing new systems.
• Reduced client concerns by promptly addressing issues and providing effective solutions.
• Managed daily operations for optimal productivity, ensuring timely completion of tasks.
• Collaborated with cross-functional teams to successfully execute projects and deliver results.
• Maintained accurate records of operations activity, enabling data-driven decisionmaking.
• Increased customer satisfaction through exceptional service and communication skills.
• Developed strong relationships with clients, vendors, and team members for seamless collaboration and successful outcomes.
• Enhanced team productivity by providing ongoing training, guidance, and support.
• Optimized workflows to increase efficiency and decrease errors in day-to-day operations.
• Ensured compliance with company policies, industry regulations, and best practices at all times.
• Analyzed operational data to identify areas for improvement and implement necessary changes.
• Coordinated with multiple departments to ensure smooth project execution from start to finish.
• Handled customer needs and issues by working with representatives and customers directly.
• Collaborated with various departments to support daily activities oversight and coordination.
• Communicated freight status with customers, shipping partners, receiving parties and internal team.
• Generated and distributed documentation for orders.
• Scheduled and communicated freight pick-up and delivery information.
• Supervised teams to monitor for correct execution of tasks.
• Delegated work and coordinated staff members' daily responsibilities.

• Providing a full range of administrative support including data entry activities
• Addressing customer’s enquiries regarding deliveries and eta’s
• Ensuring the integrity of system information including accurate order processing into the database
• Ensuring uniformity and professional implementation of operational guidelines and procedures
• Order management of Sales Orders for sales staff or as delegated by Sales Administration Team Leader Branch Administrator
• Organising approval of the order, including registration of order, set up of the customer’s account, stock allocation and run up
• Each order is co-ordinated for delivery and training with the customer, as also network install if applicable
• Processing financed orders, all paperwork must be compiled and prepared to be submitted to the relevant finance company for settlement with Toshiba within sales order recognition
• Processing Workshop Run ups, all orders in the system must be set up on iService and monitored through to meet delivery requirements
• Coordinating the deliveries, training and installation of equipment with the customer once the run up has been completed and the order is credit released for delivery
• Ensure all billable orders that are registered for the month are invoiced to meet sales budget.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
• Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.
• Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history.
• Collaborated with cross-functional teams to ensure seamless order fulfillment, liaising between production, shipping, and finance departments.
• Established strong relationships with clients through regular communication, fostering trust and loyalty in our brand.
• Facilitated smooth onboarding of new clients by preparing necessary documentation, scheduling training sessions, and conducting follow-up calls.
• Maintained accurate records of client interactions in CRM software for better tracking of communications history and future actions needed.
• Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
• Continuously improved internal processes by suggesting and implementing changes that led to streamlined workflows and time savings for the sales administration team.
• Contributed to team objectives in fast-paced environment.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Trained new employees on customer service, money handling and organizing strategies.
• Presented professional image consistent with company's brand values.
• Recorded accurate and efficient records in customer database.

• Providing value-added service to clients by being proactive and informative to ensure that standards are maintained
• Ordering supplies and consumables and organising and collating customers catalogue submissions
• Liaising with marketing teams to ensure they are completed in the required deadline
• Assist in checking catalogue proofing and returning them to the customers
• Providing administrative support for Account Managers
• Monthly/Weekly report writing
• Handling minor customer service enquiries
• Assisting with event coordination, sample ordering, creating order forms and presentations
• Quotation processing, catalogue analysis
• Liaising with external stakeholders
• Assisting with product selection, upselling.
• Streamlined communication between sales teams and management, enhancing collaboration and efficiency.
• Managed key accounts to ensure customer satisfaction and foster long-term relationships.
• Provided ongoing training and support to the sales team, improving overall skill sets and driving results.
• Collaborated with marketing teams to develop targeted promotional campaigns for increased brand visibility.
• Organized trade shows, conferences, and other industry events for greater networking opportunities.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Compiled and analyzed data to determine approaches to improve sales and performance.

• Handle sales related calls throughout the day
• Process orders via phone fax and esker interface
• Ensure correct ETAs are given to customers
• Escalate problems to the appropriate team leader
• Sales reports for State managers
• Print invoices/email
• Email POD’s
• Enter customer order via phone into SAP, ensure the correct PO number is entered, quote customer pricing, and clarify shipping information, material availability and credit status
• Perform additional task as and when requested or required by the Company and as instructed by your manager or delegate
• Keying and loading in collated orders via excel and SAP
• Monitor team inboxes, action date changes requests.
• Enhanced data accuracy by meticulously reviewing and updating information in the company database.
• Reduced response times to inquiries with efficient management of incoming calls, emails, and messages.
• Increased customer satisfaction by addressing concerns promptly and providing relevant information when needed.
• Supported team productivity by assisting colleagues with various tasks, such as document preparation and meeting organization.
• Ensured optimal office functionality through active inventory management and timely procurement of necessary supplies.
• Maintained a professional office environment through diligent housekeeping efforts, ensuring cleanliness and orderliness at all times.
• Acted as a reliable liaison between different departments, fostering collaboration and facilitating information exchange.
• Managed sensitive information discreetly while adhering to strict confidentiality guidelines established by the company.
• Demonstrated adaptability in handling diverse tasks as assigned while maintaining a high level of attention to detail under tight deadlines.
• Handled urgent matters effectively with quick thinking and decisive action whenever required during crisis situations or last-minute changes in plans or priorities.
• Delivered exceptional service to clients through prompt responses to inquiries, rigorous follow-ups on pending issues, and proactive problem-solving efforts.

• Meeting KPI on daily basis of 90%
• Dealing with customer escalations
• Providing new staff training
• Providing stock availability, sales enquiries
• Up selling products to consumers
• Customer Service, Customer Care
• Commercial Builders Quotes
• Sales B2B Orders, Order Management
• Managing accounts (in house)
• JDE System, NDC Spare Parts, Service Central, Instaedge and Solidus Phone
• Liaising with internal and external Sales Reps
• Spare Parts enquiries
• Data Entry Returns and Extended Warranties
• Receipt and processing of inbound calls from customers, end consumers and internal departments
• Timely processing of all calls and return calls to customers and Field Staff
• Accurately processing of all orders and returns, credit returns, rekeys whether received by telephone, fax, mail or by electronic (B2B, EDI)
• Liaise with distribution, factory, service, parts and field staff where necessary
• Ownership and management of all minor complaints received from customers
• Management of forward, bulk, allocated and/or future orders
• Part of project development team (Captain, Passion for Innovations Project)
• Management of major accounts and contracts internally i.e., DHS, SAHT and AV Jennings
• This included quotes and display orders
• Attendance and participation in product and systems training as required.
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Enhanced company reputation by providing exceptional customer service and support.
• Contributed to team sales goals by upselling products and services to customers.
• Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
• Assisted in training new hires and offered ongoing support to help them reach their full potential.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
• Conducted thorough market research, informing strategic planning initiatives aimed at expanding business operations.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Managed inventory to provide customers with access to products in high demand.
• Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.