Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
Generic

Julia Erickson

Zimmerman

Summary

Experienced Customer Service Representative with strong oral and written communication, active listening, and analytical problem-solving abilities. Dedicated to enhancing customer experiences through service-oriented behaviors, understanding customer desires, and providing customized solutions to foster loyalty.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Remote Customer Service Representative

TN Marketing
12.2020 - Current
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Assisted customers via phone, chat, and email.
  • Managed all thirteen business partner social sites, including Facebook, Instagram, and YouTube.
  • Managed a high volume of incoming calls, chats, and emails, while consistently meeting or exceeding performance metrics for response time and resolution
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
  • Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online
  • Set up new accounts
  • Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
  • Handled billing inquiries, including payment processing, refunds, adjustments, and account updates, accurately and efficiently
  • Submitted technical errors to our technical department for investigation.
  • Proactively followed up with customers regarding issue resolution to ensure their satisfaction was maintained.
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
  • Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Skilled at working independently and collaboratively in a team environment.

Customer Service Representative

Jay's Company
08.2017 - 12.2020
  • Answered a multi-line phone system.
  • Confirmed pricing on products through thorough research and direct contact with vendors.
  • Informed customers of new and current products, along with current stock pricing.
  • Provided pricing quotes to customers for customized products.
  • Created stock, drop ship, and custom purchase orders.
  • Assisted customers with product returns and provided guidance.
  • Assisted customers with setting up accounts and paying invoices, and billed client credit cards
  • Printed and sent Invoices to business clients.
  • Followed up with customers and vendors through email, fax, and phone calls.
  • Use of Microsoft Outlook, Word & Excel daily.
  • Ran the postage meter to send out invoices.
  • Shipping/ receiving
  • Order picking
  • Cycle counting
  • Inventory purchasing
  • Handled returned and damaged products
  • Picking
  • Packing
  • Shipping
  • Receiving
  • Track customer orders via UPS, Speedee, and FedEx.
  • Certified on the Wave and the Cherry picker


Inventory Control Specialist

Archway Marketing
09.2015 - 08.2017
  • Maintained accurate inventory records to ensure Quality fulfillment services.
  • Coordinated cycle counts as scheduled or as requested by the client.
  • Performed Cycle counting daily.
  • Reviewed and analyzed daily inventory adjustments and changes.
  • Assisted with reports and analysis of inventory control results and activities.
  • Analyzed inventory metrics and recommended improvements.
  • Developed, maintained, and evaluated databases and queries/reports to support inventory control analysis and reporting.
  • Assessed existing business processes and logic that impact company-wide inventory operations.
  • Supported or adapted existing applications (WMS, GEM, Collateral, Access, Excel), tools, and reporting as needed.
  • Monitored slotting by velocity codes to ensure the warehouse is set up accurately and effectively.
  • Analyzed data and audit processes.
  • Performed project analysis and data extractions as assigned.
  • Knowledge of GEM, Voice link, WMS, and Microsoft Office applications such as Word, Access, and Excel.
  • Audited and corrected discrepancies in inventory numbers.

Manager

Frontier Liquor - Retail
05.2007 - 08.2015
  • Accounting / Bookkeeping (manual)
  • Accounts payable/ receivable: Paid Liquor, Beer, tobacco, and other miscellaneous vendors.
  • Paid all store bills, including but not limited to water, electricity, and garbage.
  • Ran end of the month sales report
  • Paid online sales tax
  • Ran deliveries
  • Supervised team of 8+ staff members
  • Employee scheduling
  • Employee payroll
  • Data entry
  • Opened and closed the store, which included counting cash drawers and making bank deposits
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Worked with vendors to set and run monthly sales
  • Set up displays for advertising.
  • Wrote order supply requests to replenish merchandise
  • Directed and supervised employees engaged in sales, inventory tracking, and reconciling cash receipts
  • Answered customer inquiries and resolved complaints
  • Checked customer identification
  • Kept the cooler and shelves stocked using FIFO
  • Delivered excellent customer service by greeting and assisting each customer
  • Offered direction and gave constructive feedback to motivate team members
  • Answered a multi-phone system
  • Fulfilled all supervisory duties when the store owner was on vacation
  • Greeted customers upon entrance and handled all cash, credit, and check transactions / Assisted customers over the phone regarding store operations, promotions, and orders.
  • Cashiered with two registers at once in tandem to maximize customer flow
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.

Education

GED - GED

Anoka Tech collage
Anoka, MN
01.2011

Skills

  • Customer Service
  • Retail Management
  • Communication skills
  • Customer Care
  • Computer literacy
  • Multi-line Phone Systems
  • Sales
  • Phone etiquette
  • Complaint resolution
  • Negotiation
  • Administrative experience
  • Accounts receivable and payable
  • Analytics
  • Computer skills
  • Microsoft Word, Microsoft Office, Microsoft Excel, Outlook
  • Typing, Data entry
  • Outlook
  • Restaurant, kitchen experience
  • Liquor, wine, and spirits knowledge
  • Serving, cooking, and bartending
  • Nutrition
  • Inventory
  • Order Picker

Certification

  • Driver's License
  • OSHA Certified, 11/01/15, 11/01/17
  • Cherry Picker
  • ServSafe

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Remote Customer Service Representative

TN Marketing
12.2020 - Current

Customer Service Representative

Jay's Company
08.2017 - 12.2020

Inventory Control Specialist

Archway Marketing
09.2015 - 08.2017

Manager

Frontier Liquor - Retail
05.2007 - 08.2015

GED - GED

Anoka Tech collage

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Julia Erickson