LAURA POTVIN

Provided superior customer support for North American customers via email and Five9 Softphone system. Provided sales quotations upon customer request. Processed customer POs, RMA's, and credits/debits when required. Provided shipping status updates on orders in process / back orders. Problem solved billing / shipping discrepancies. Engaged in team meetings via Microsoft Teams. Managed a group of accounts to provide a direct point of contact when issues arose, such as: urgent orders required / billing issues / shipping discrepancies / missing commercial paperwork / defective parts / warranty replacements / damaged in transit. Communicated daily with the warehouse team in Jeffersonville, IN to ensure orders were shipped accurately, advised of any necessary service level changes for customer orders and/or communicated shipping errors. Collaborated with the customs team to assist with customs clearance when required. Utilised a number of customer platforms as well as email to process customer requests –Ariba, Corcentrix, 3M, DSSI, Georgia Pacific, Graham Packaging etc.
Overall, the job consisted of being able to work in a very fast paced, high pressure call centre environment that required occasional collaboration with other teams to resolve customer service issues.

• Assisted customers in locating the correct parts for their needs, providing exceptional service and boosting satisfaction rates.
• Managed warranty claims efficiently, providing prompt resolution for customers experiencing issues with purchased parts.
• Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
• Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.

• Manage the purchasing email along with two other colleagues
• Process all purchase orders received into Microsoft Navision
• Respond to inventory request and pricing request via email/phone
• Provide officials quotes utilising Auto Quotes
• Review pricing of all purchase orders received to ensure correct discounts are applied
• Ensure correct shipping method and taxes are applied
• Provide orders to accounting for approval – to ensure credit limit is not exceeded
• Release orders to a 3PL warehouse using EDI
• Request freight rates from current Broker/carrier via email or Rose Rocket web portal
• Manage equipment return requests from customers
• Take part in a weekly department and company meeting to review concerns and receive updates from the Sales Team
• Upload purchase orders, quotes, shipping documents and any communications into MFiles
• Update pricing in Microsoft Navision for chain accounts per contract agreements
• Continuous education pertaining to product knowledge in the Foodservice Equipment business
• Responded to customer requests for products, services, and company information.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Supervised a team of one to two auditors and trained new employees
• Reconciled account/paperwork of fifty Route Sales Representatives
• Examined all invoices for signatures/stamps
• Ensured weekly cash payments were received from the Route Sales Representatives
• Ensured all invoices were uploaded for commission sales, if not, invoices were manually keyed into the system
• Evaluated inventory for each Route Sales Representative
• Balanced weekly deposits
• Communicated with District and Regional Managers regarding issues pertaining to their Route Sales Representatives
• Prepared working papers, reports and supporting documentation for audit findings.
• Tracked funds, prepared deposits and reconciled accounts.
• Diminished outstanding debts by analyzing accounts for issues.

• Managed a department of two to three employees and ensured departmental expectations were met
• Balanced accounts of ninety-eight Route Sales Representatives across Ontario
• Summarized outstanding accounts by providing weekly reports
• Conducted sales training sessions for all newly hired Route Sales Representatives
• Updated pricing contracts (Target, Wal-Mart, Loblaw's, Red Apple etc.) and coordinated with in-store/flyer promotions
• Updated internal pricing as directed by the Controller
• Managed new/existing customer accounts
• Assigned product/UPC codes for Ontario, Atlantic, and Quebec
• Managed product authorization lists for accounts
• Revised promotional templates to reflect new/discontinued products and price changes
• Led employee relations through effective communication, coaching, training, and development.