Proven customer service professional with 10+ years experience and the ability to drive sales and service in a fast paced manufacturing and distribution environment.

1. J U D Y A . N E L S O N
73 Roebling Place
East Northport, NY 11731
H: 631-261-0849/C: 410-490-7719
Proven customer service professional with 10+ years experience and the ability to drive sales
and service in a fast paced manufacturing and distribution environment.
EXPERIENCE
07/2013-Present Pall Corporation Port Washington, NY
Strategic Accounts Representative
 Responsible for the daily management of Medical OEM, Laboratory and Biopharmaceutical
strategic accounts for a large manufacturer of filtration, separation, purification products
for fluid management needs.
 Improve and maintain vendor ratings at 90% or above for Strategic Accounts.
 Generate weekly open order reports for Strategic Accounts via Qlikview BI to ensure on
time delivery and prompt customer notification of order delay.
 Work closely with Accounting using self-generated invoice reports from SAP to ensure no
outstanding credit or debit issues to delay shipments to Strategic Accounts.
 Process all return requests, including quality and non-quality, to ensure timely credit to
Strategic Accounts.
 Enter orders within 24 hours including consignment fill-up and issue orders, providing
order confirmations directly to buyers.
 Submit expedite within lead time requests via commercial expedite database in cases of
shut-down situations for Strategic Accounts.
 Work closely with material planners and production to ensure on-time delivery, and
accurate material master data.
 Answer phone calls using customer first training skills including showing willingness to be
of service, determining key facts and feelings and diagnosing the situation.
 Extensively support Laboratory and Medical OEM Regional Sales Managers, Sales
Directors, and Vice President for Laboratory Sales.
 Completed Customer First, Impact Learning, and Pall Compliance modules.
07/2012-07/2013 Sartorius Stedim Biotech Bohemia, NY
Order Process Management Specialist
 Review product availability utilizing all available resources and global warehouses. Explore
product alternatives if product is not available within requested timeline.
 Enter into SAP and monitor open orders until order is fulfilled. Send order confirmation
to customer including expected date of delivery. Expedite orders when appropriate,
reconfirm delivery if promise date changes.
 Satisfy all customer requests and sales support staff promptly and professionally via
telephone, email, web and fax.
 Process Quality Notifications, returns, debits and credits. Create down payment
documents and/or billings as needed. Manage special requests often required by Key
Accounts.
 Set up new accounts in SAP.
 Develop and reach a level of knowledge of product lines to actively assist customer in
basic technical support and be able to offer substitutions. Attend periodic training sessions

2. and coordinate with technical staff to ensure accuracy of information.
 Enter customer specific pricing in customer account. Communicate customer and sales
information to Sales Representative. Assist Sales in achieving sales target through various
tasks.
2007-2009 Federal Resources Supply Company Chester, MD
Sales Associate
 GSA and DOD E-Mall Assistant Contract Administrator.
 Provided quotes to federal, state and local government agencies as well as end-users for
chemical detection devices, chemical protective suits including HAZMAT, fall
arrest/hearing/eye protection equipment, and First Responder protection devices
including firefighting structural gear, SCBAs, gas masks and helmets for law enforcement.
 Attended trade shows and manufacturer’s training.
 Set up new accounts, resolved customer questions, complaints and requests involving
policy interpretation.
 Extensively supported Vice President of Sales and direct sales force with timely quotes for
major government projects.
2004-2007 Graybar Electric Company Lanham, MD
Customer Service Representative
 Acted as Purchaser to place customer orders with network connectivity manufacturers, i.e.,
The Siemon Company, Hubbell, Leviton, Black Box, and Fluke Corporation.
 Entered, maintained, and expedited customer orders using SAP.
 Set up new accounts, resolved customer questions, complaints and requests involving
policy interpretation, and acted as liaison between customers and Branch Administration.
 Improved branch sales to Government End-User accounts through relationship building,
site visits, prompt and courteous service, and account maintenance using SAP.
 Established relationships with customer service and sales departments of manufacturers
and their local representative companies.
 Attended national sales and training meetings, as well as social functions with
manufacturer representatives.
2000-2003 The Siemon Company Watertown, CT
OEM Customer Solutions Representative
 Improved vendor ratings to over 90% relating to several key OEM national accounts, e.g.,
Black Box, Leviton, 3M, Motorola, Avaya and Hubbell.
 Increased sales of fiber and copper hardware connectivity products to key OEM accounts
through relationship building providing prompt responses to RFQ’s, technical data, and
expedited delivery.
 Supported OEM sales forecast by contacting domestic and international customers to
improve current sales opportunities. Prepared Excel spreadsheet forecasts of major OEM
accounts using BRIO software to aid production and planning, and reduce lead-times by
more than half to increase chances of winning sales opportunities.
 Supported OEM SFA and Siemon Excel databases to track sales activities relating to

3. current OEM customers and process to track and support new customers and leads.
The Siemon Company Watertown, CT
COMMERCIAL Customer Solutions Representative
 Answered 20 – 30 phone calls per day in ACD loop pertaining to pricing and
availability of fiber and copper hardware connectivity products; expediting of current
orders, providing proofs of delivery; providing responses to customer technical inquiries
and recommending alternative materials or products through “up-selling” techniques.
 Researched prospective customers for current projects for structured network cabling
needs via the internet and cold calls. Prepared scripts for cold calls.
 Served as information source for customer service issues involving substantial
problem solving, customer interaction and complex customer relation’s solutions.
 Extensively supported Siemon distributors, sales rep firms and direct sales force to
provide timely quotes for major cable networking projects. Ensured prompt delivery of
samples during qualification phase of project; composed comparative pricing spreadsheets
in “meet competition” situations, and oversaw prompt delivery of product for specific
phases of project once construction began.
 Worked closely with other departments including Technical Support and
Manufacturing on customized item orders, including accurate preparation of layouts to
ensure a proper bill of material and routing for manufacturing.
EDUCATION
 Super-User SAP system, Microsoft Word, Excel, Outlook, BRIO, BPCS, Lotus
Notes and Qlikview BI
 1987, B.S., Accounting, Post College, Waterbury, CT
 2015 – President’s Award for Outstanding Customer Service
 Mrs. Connecticut, 1987
 Completed Siemon CI (Certified Installer) Training, Design.
 Completed Siemon Fundamentals of Structured Network Cabling.
 Completed Siemon Supervisory Skills, Excel, and Customer Service Series of courses.
 Member, National Association of Professional Women (NAPW)
73 Roebling Pl., E. Northport, NY 11731
C: 410-490-7719