1. KIMBERLY GORDON
128 HUNTLEIGH CHASE DRIVE DALLAS, GA 30132
(470) 314-8169 ▪ munkintat3@gmail.com
Objectives
To obtain a job within my chosen field that will challenge me and allow me to use my education, skills and past experiences in
a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement.
Experience
CRM Inside Sales-Markem-Imaje - Kennesaw, GA - September 2014 to Present
Responsibilities include but, not limited to:
• Participate in the recovery, retention and growth of after-sales products in support of revenue and operational
objectives.
• Make outreach calls to customers to introduce and sell after-sales products and services in support of specific local
programs and product marketing campaigns.
• Perform and respond to data analysis of customer purchase history and buying patterns within SAP, Salesforce and
Cognos to monitor customer spend and identify sales erosion.
• Make recommendations to management and/or take direct actions to recapture lost or at-risk sales.
• Perform assigned CRM tasks and activities that build customer loyalty, contribute to retention, and delivers results in
support of overall business objectives.
• Contact new customers to introduce them to our company, present our ASR product offerings in a knowledgeable
and professional manner, and provide necessary information and assistance required to simplify their business
interactions with Markem-Imaje. Perform routine follow up at defined intervals.
• Work cooperatively within our internal functional groups to ensure customers are adequately prepared for new
equipment placements and are informed of how to order services, spare parts and supplies that will be required for
successful startup and operation.
• Accurately enter and maintain necessary records within Salesforce software as per defined policies and procedures.
Make outbound customer calls in response data analysis to validate inconsistent or suspect consumable spend and
purchase trends.
• Maintain and present quotes and offerings on all ASR products (Consumable Agreements, Service Agreements,
Extended Warranties, etc.).
• Prepare, send and follow-up on CRM promotions and product offerings to customers.
• Monitor and maintain required records for ASR program enrollments and expiration dates. Make proactive calls to
present renewal offerings to customers.
• Assists division in reaching revenue goals.
• Perform other duties and assignments as directed by management.
CRM Service Planner-Markem-Imaje - October 2008 to September 2014
Responsibilities include but, not limited to:

2. • Process customer requests for on-site service intervention through planning and scheduling of division field service
resources for our South and West division offices.
• Manage and maintain service order records, complete transactions necessary for advanced inventory shipments,
returns, and process billings
• Update installed asset records and maintain service contract agreements in ERP.
• Process and maintain service contract agreements in SAP, including contract type, assets, duration, and billing
details related to frequency, cost and price.
• Manage and maintain service contract renewal.
• Schedule and dispatch FSR or TSS for on-site/in-house training.
• Allocate field service resources to respond promptly to customer service requests, while giving consideration to call
severity and priority, customer segmentation, and FSR qualifications and availability.
• Maintain and current and accurate field service planning board in SAP to optimize resource efficiency, availability and
customer responsiveness. Coordinate and communicate FSR service commitments and commercial details to
customers.
• Update service notification with billing profile, planned activity type, FSR resource assignment, and parts required.
• Perform duties related to invoice collection, credit validation, obtaining purchase orders and prompt invoicing of
completed services.
• Prepare and send quotations for services to customers, including commercial terms and conditions.
• Determine service stock availability and process advanced shipments of service parts/track shipments.
• Maintain the FSR and in-house inventory.
• Update install base data base in SAP to maintain accurate records of functional location assets. Re-allocate and
transfer assets as required to maintain accuracy.
• Link relevant data to functional locations to accurately reflect FSR work center, classification, contact persons and
pertinent application details.
• Coordinate the review and planning of new machine installation details between the division technical support
specialist, sales engineer, FSR, and customer.
• Works directly with the sales engineer to ensure customer service installations and customer data base.
• Travel arrangements and hotel reservations.
• Work within the Sales and Distribution (SD) and Customer Support (CS) modules of SAP to perform the most
common SD and CS transactions in support of customer and general business needs. This includes, but not limited
to, preparing quotes and placing orders for spare parts and supplies, checking stock availability and using the CS
module in an effective way that supports the needs of the Division operation.
• Perform other duties and assignments as directed by management.
Customer Service Representative-Markem-Imaje - October 2005 to October 2008
Responsibilities include but, not limited to:
• Provide the customer with inventory stock information and price quotes.
• Notify customer of PO discrepancies.
• Process customer orders via fax, phone, email, and websites (Processed 60-90 orders daily)
• Fax and email order acknowledgements
• Track customer orders-providing customers with BOL, tracking numbers, packing slips
• Electronic Invoicing
• Process return authorizations
• Maintain customer files-file daily invoices
• Maintain customer master files-clean up accounts/addresses
• Set up new customer accounts
• Work directly with logistics personnel
• Address and resolve customer issues
Kimberly Gordon Page 2

3. • Supply orders/purchase requisitions
Education
South Cobb High School - Austell, GA
1985 to 1988
References
References available upon request
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