Kimberly Kooistra

Experience

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  Square D Company

  May 1995 - May 1996

  Receptionist

  Answering and directing calls for 4 - 5 Inside Sales RepresentativesMaintaining and photo coping of Blue Prints

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  Teleflex Medical / LMA North America, Inc.

  Jul 1996 - May 2013

  Customer Service Supervisor

  Provides direct supervision to Customer Service department; ensures first-class service to external and internal customers regarding purchases, shipments, invoices and non-medical product information by performing the following:Responsible for daily workflow distribution, this includes ensuring adequate phone coverage and sufficient staffing levelsEvaluate performance and developmental needs of CSR’sLiaison for Customer Service dept; working through the Customer Service Manager regarding inquiries and requests from internal & external customers.Applies job knowledge and technical expertise to facilitate complex issues and making sound business decisionsAuthorizes timecards, customer returns and customer credits as neededDepartment liaison on orders for Pre-Hospital Distributors, Pain Care Distributors, and Third Party Warehouse CustomersProcess expert of business system as it relates to order processing, RMA processing, Credit/Rebills, Supports implementation activities and develops new Work Instructions and departmental proceduresTrain and develop CSR’s on order processing, Return Material processing, Cred/Rebills, and other procedures related to Customer Service. This includes maintaining training records and maintaining department procedure manual for all customer service processesCompile data for sales and marketing management as neededReview and distribute daily phone reports to CSR’s and managementsProduce monthly service measures; perform gap analysis and evaluate trendsRepresent Customer Service at inter-departmental meetingsProvide back-up for Technical Services department as neededProvide back-up to other CSR’s in the department as needed*Staff ACD Phones (800 number)*Resolve complex customer issuesActively participate in external/internal audit activitiesSupport manager by helping with distribution and warehouse interfaces, tracking and resolving customer service complaints and performing other tasks as needed. Show less

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  Igoe Administrative Services

  Jul 2013 - now

  Director Participant Services