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WENDY KARRLE
15245 S.W. Highpoint Drive 503-610-1688
Sherwood, OR 97140 karrlefamily@comcast.net
CUSTOMER SERVICE MANAGEMENT
KEY SKILL STRENGTHS
 Customer Focused  Multi-Tasker  Problem Solver
 Team Builder  Detail Oriented  Responsible and
Ethical
 Training &
Development
 Excellent
Communication Skills
 Self Motivated
PROFESSIONAL EXPERIENCE
Provide all aspects of Customer Service and Order Management leadership for up to 20 team
members. Experienced in manufacturing environments for Medical, Commercial & Industrial,
Aerospace & Defense, Automotive, Telecom, and Consumer Devices. Also experienced in the Software
environment, interpreting legal contracts, order processing, and license key generation.
Responsibilities are:
 Accountable for training of Customer Service and Order Management Team Members, and
ongoing management of their account/order loads & daily workflow. Determine ideal account
assignment for both geographical and key Customers.
 Ensure integrity of the order fulfillment process during initial order entry and subsequent
changes.
 Interpret legal contracts for the Software industry to prepare for order entry.
 Issue license keys for Software products.
 Enter orders and create customer master records in SAP.
 Develop and maintain Customer Service and Order Management procedures and best practices
globally.
 Responsible for hiring Customer Service and Order Management staff members.
 Implement cross training of all employees for each position within Customer Service and Order
Management, establishing vital back up coverage.
 Interface with customers, sales teams, operations, engineering, quality, finance, technical
support, etc. to collaborate on and implement processes/actions to improve the Customer
experience.
 Facilitate accurate, smooth communications between Customer Service, Order Management,
and external/internal customers. Manage customer and internal escalations.
 Support the Sales & Operations Planning (S&OP) process by ensuring the Customer Service
team members are engaged in the following actions: accurately reflect customer’s
unconstrained forecast within ERP system, enter recommended forecast, work to minimize
unconsumed forecast, identify and respond to abnormal demand, manage customer exception
requests (expedites, de-expedites, cancellations), partner with customers and internal cross-
functional teams to improve forecast accuracy.
 Developed internal audit process to ensure Customer Service transactions were in compliance
with all internal procedures, FDA requirements, ISO requirements, and S&OP guidelines.
 Responsible for the successful integration of Customer Service functions and ERP systems as a
result of acquisitions/restructuring.
 Provide Customer Service and Order Management performance data and business reports to
managing Directors and V.P.s.

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 Manage productivity through monitoring and adjusting workloads in response to changing
business conditions.
 Set priorities during critical situations and resolve departmental administrative issues.
 Motivate performance of direct reports and ensure they have the tools necessary to do their
jobs.
 Address performance issues such as attendance, productivity, behavior, etc.
 Assist with RMA requests and customer credit issues.
 Provide design assistance, configuration recommendations, and technical support for customers
and sales representatives.
 Analyze special pricing agreements and contracts to negotiate new pricing based on customer’s
forecasted usage.
 Create quotations for custom interconnect assemblies, building top assembly BOM from
component level.
 Assist in creation of product literature.
JOB HISTORY
 Serena Software, Hillsboro, OR: Manager, Order Management – 2012-2016
 Tyco Electronics, Global Medical Div., Wilsonville, OR: Manager, Customer Service - 2008-2012
 Tyco Electronics, Menlo Park, CA: Manager, Customer Service - 2003-2008
 Tyco Electronics, Fremont, CA (acq. Elcon Products): Manager, Customer Service - 1996-2003
 Elcon Products International, Fremont, CA: Sr. Customer Service Representative - 1992-1996
 Elcon Products International, Fremont, CA: Marketing Coordinator - 1990-1992
Additional experience:
 Ulvac - Fremont, CA: Marketing Coordinator for global supplier of production systems,
instrumentation, pumps and vacuum components used in the semiconductor, flat panel display,
disk/magnetic media, and industrial manufacturing markets.
 Cooperheat - Fremont, CA: Office Manager, promoted to Marketing Manager, for specialists in
heat treatment services in petrochemical, glass, offshore, and power industries.
 Western Annuity Services - San Francisco, CA: Database Administrator for retirement and
Investment Advisory firm specializing in services for employees of non-profit organizations, self
employed individuals, and individuals transferring former retirement plan accumulations.
COMPUTER EXPERIENCE
Microsoft Word, Excel, Outlook, PowerPoint, Access,
SharePoint, Open Air, Live Meeting, Webex
MRP systems: SAP, BPCS, COS, JBA
EDUCATION
Portland State University - Music / English Studies - Portland, OR
Honor Roll Graduate of James Madison High School - Portland, OR
COMMUNITY INVOLVEMENT and VOLUNTEER WORK
Alameda County Library, Senior Outreach Program
FBI Youth Baseball League
Santa Paula Youth Basketball League
Irvington High Boosters Club
REFERENCES
Gladly provided upon request