JOHN LAURENCE SMITH 38 E. Broad Street Bergenfield, New Jersey 07621 Home (201) 384-0411 js9940f0@westpost.

net SUMMARY: Solidly experienced Customer Service Specialist in a variety of busines s to business industries, with strong team leadership, customer satisfaction and problem-solving skills. Trained in Microsoft Suite, EDI, AS400, MRP and SAP. EXPERIENCE: 5/2008-present Coperion Corporation Ramsey, New Jersey Extruder Manufacturer and Supplier. Customer Service Coordinator: Manage accounts for Northeastern United State, Can ada and Mexico. * Set up new Accounts and provided support to customers, Manufacturing Represent atives and Regional Account Managers. * Primary contact for customers regarding processing orders, forecasts, expediti ng, change requests, and closing orders, using MRP system. * Maintained product master list by setting up new products. * Managed inventory with the purpose of order fulfillment. * Monitored customer backlog to maintain optimum performance on shipments. * Logged and File monthly reports. * Process RMA transactions, credit, debit memos and cancellation requests as req uired. * Maintained integrity of QAD Master Data system, to include correct customer sh ip to, bill to, and contact information, in coordination with the SAP system. * Processed and Modified Standard product quotes which included current cost inf ormation, and quote approval processes. * Performed tasks to support the goals & missions of the Sales and Marketing Tea m, as part of the team effort. * Translated documents, reference information and instructional materials from E nglish to Spanish in order to train Spanish speaking customers in products and t echnical components. * Assisted accounting department with collections, translations and contact info rmation updates. 8/2005-5/2008 Tekni-Plex, Colorite Polymers, Ridgefield, New Jersey Polymer Compounds Manufacturer. Customer Service Representative: Manage accounts throughout the United States, a lso as backup international customer service with accounts in Canada, Central an d South America. * Using AS400 system processed customer orders, forecasts reports, change reques t, expedited, and closed orders. * Maintained client's files and set up new accounts accurately keeping records. * Sent daily reports to clients. * Created instructional training manual on customer service procedures for using the AS400 system in order to condense all training practices uniformly. * Communicated and worked with other departments to obtain and provide additiona l technical information, expediting and changes in product. * Logged and filed monthly reports. * Assisted with the implementation and meeting departmental goals and deadlines. * Recognized by customers, managers and sales representatives for excellent anal ytical and organizational skills. * Assisted Human Resources director with translations of documents and meetings with employees. 4/1998- 05/2005 Goodrich Corp. (TRW/Lucas Aerospace), Englewood, New Jersey Major International Aerospace Supplier. Spares Customer Support Supervisor: Managed Canada, and Latin America internati

onal accounts along with 14 states, quoting and tracking orders through entire c ycle to delivery, using EDI and AS400 system. * Trained and managed team of four members. * Communicated and reinforced company goals expectations and policies to team me mbers. * Recognized by customers and managers for excellent multi-tasking, problem solv ing and follow up skills in a complex, fast-paced environment. * Enforced and acted under 24 hours limitation to provide replacement parts for Aircrafts on Ground worldwide. * Prepared monthly sales projections and reports. * Processed return authorizations and initialized credits up to $500,000.00. * Served as liaison between customer service team, sales representatives and fac tory overseas. * Set up of new products in product master. * Managed inventory for the purpose of order fulfillment. * Established ongoing weekly teleconferences with multimillion-dollar accounts t hat facilitate communication and minimize claims. 9/1990 - 1/1998 Trans World Airlines, Jamaica, New York International Airline Carrier. Flight Service Manager: Managed international and domestic flights with staffs of four to fourteen flight attendants. * Completed flight's International custom declarations and duty free declaration s. * Served as Spanish Language of Destination Cabin Attendant. * Maintained logs for flight records and equipment malfunctions. * Interpreted flight information, documents, and custom declaration for passenge rs. * Responsible for yearly training of medical emergencies and first aid certifica tion. * Enforced routine in-flight federal aviation regulations and safety. * Insured passenger comfort. * Supervised and attended to the culinary elegance and sophisticated presentatio n of meals. * Served as Goodwill Ambassador representing the company at promotional events. * Recipient of Desert Shield and Desert Storm outstanding achievement medal from the Department of the Air Force for serving military charters during Middle Eas t Gulf War. EDUCATION: 2001 Microsoft Suite 2007. (Word, Excel, Outlook, PowerPoint). William Paterson University. New Jersey-Wayne. 2007 Tool Kit for Managing People. (Creating Value by Building the Capacity of o ur People). Training Course. 2007 81 Challenges Smart Managers Face. (How to overcome the Biggest Challenges Facing Managers and Leaders Today) Publication by Tim Connors. 2000 The 7 Habits of Highly Effective People, Franklin Covey Co., Training cours e. 1987 Associate Degree Liberal Arts Communications, Middlesex County College. Edi son- New Jersey. SKILLS: Bilingual Spanish/English, Native (Speak, Read and Write) Microsoft suite 2003 and 2007 suite