Catherine Vance

• Open Order Management

Invoice Rejections-

• Conducted trend analysis within Salesforce for various customers to support data-driven decision-making.
• Led troubleshooting efforts to diagnose underlying issues. Coordinated with higher-level support teams to escalate complex problems for resolution.
• Managed invoice resubmission in portals as issues were addressed and resolved.
• Provided guidance on processes and the scope of work to improve understanding and efficiency, leading to timely resolutions.
• Encouraged open communication by offering insights to peers, fostering better alignment within the team.

Order Rejections-

• Collaborated on strategic projects aimed at bringing and managing specialized accounts, such as Georgia Pacific, 3M, and American Airlines, over to the department
• Developed comprehensive work instructions for specialized accounts. Led training initiatives for new team members to enhance operational efficiency.
• Provided guidance on processes and scope of work to enhance understanding and efficiency.
• Analyzed rejected orders to align with account-specific notes and operational guidelines, enhancing order accuracy.
• Identified emerging trends and provided continuous improvement recommendations to enhance operational efficiency.
• Supported team completion goals by managing all ordering channels effectively.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

Senior Customer Service Representative, ePro Customer Care

• Analyzed and resolved errors impacting the functionality of Grainger and customer purchasing systems.
• Identify problem trends and work with appropriate internal and external business partners for the resolution of root causes of issues
• Work with customer-specific account requests to make sure they align with ePro vision and processes
• Managed communication across all channels, including email, phone, and order rejections, to enhance service levels.

Standard Service Email Customer Support

• Manually process purchase orders submitted through email.
• Assist with returns, tracking, damages, and complaints.
• Reviewed and processed necessary credits and rebills to uphold billing accuracy and compliance.
• Assist Collections with resolving account issues.
• Standard Service Phone Customer Support
• Responded to customer inquiries in queue, providing accurate information and support.
• Assist with product search, returns, purchases or any other questions
• Assist with product search, returns, purchases, or any other questions or information, and provide support in order to meet needs and resolve concerns.

• Coordinated assistance with hygiene routines and household tasks to promote independence and well-being.
• Transported individuals to medical appointments and other errands.
• Assisted residents in preparing for activity and social programs.
• Assisted patients in moving in and out of beds, baths, wheelchairs, and automobiles.

• Troubleshoot and resolve errors between Grainger and the customer's purchasing systems
• Identify problem trends and work with appropriate internal and external business partners for the resolution of root causes of issues
• Work with customer-specific account requests to make sure they align with ePro vision and processes
• Work all channels (email, phones, order rejections) to assist with service levels
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Coordinated with cross-functional teams to streamline order processing and enhance customer satisfaction.