Jeremy Paulsen
Lakeland
Summary
Dynamic customer service professional with extensive experience at Midway Industrial Supply, excelling in conflict resolution and technical support. Proven ability to enhance customer loyalty through active listening and informed product recommendations. Skilled in data entry and order fulfillment, consistently achieving high satisfaction rates and contributing to operational efficiency.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Midway Industrial Supply
01.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Shipping and Receiving Clerk
Midway Industrial Supply
01.2010 - 01.2019
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
- Received shipments, verifying contents against purchase orders to ensure accuracy and completeness.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
Service Technician
Midway Industrial Supply
05.1997 - 01.2010
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
Machinist Mate
US Navy
06.1992 - 06.1996
- Reviewed blueprints, sketches, or engineering drawings to ensure accuracy before beginning any machining operation.
- Read and interpreted technical documentation.
- Inspected, repaired and replaced system components.
- Lubricated parts and performed minor and preventive maintenance to improve machine function and increase lifespan.
- Calibrated and aligned machine components for proper functioning.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Product knowledge
- Order processing
- Technical support
- Product sales
- Product and service solutions
- Order fulfillment
Timeline
Customer Service Representative
Midway Industrial Supply
01.2019 - Current
Shipping and Receiving Clerk
Midway Industrial Supply
01.2010 - 01.2019
Service Technician
Midway Industrial Supply
05.1997 - 01.2010
Machinist Mate
US Navy
06.1992 - 06.1996
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