Sherry Kern

Provide exceptional customer service for our most complex customers with inbound inquiries (e.g. quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal/external customers.

• Provide exceptional customer service for new and existing customers with inbound inquiries (e.g. quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet need, following up on open issues, and seeking ways to add value while creating a remarkable experience for both internal/external customers.

• Manage Military and government contract accounts. Maintain ordering catalog for Military in compliance with strict guidelines. Responsible for completing school and government bids, Manage the USDA commodity program in areas where we were awarded the business. Manage bid compliance.

• Work as coordinator for Account Executives with Program and Healthcare accounts. Run weekly, monthly and quarterly reports. Assist with Military accounts, maintaining catalogs for their ordering. Working with multiple government school programs, ensuring customers receive product. Cover for AE when out of office, answering email and phone calls.

• Work with Multi-unit and National Healthcare accounts along with the Military Contract customers. With MU and Military accounts, I am the point of contact for all sales issues. Must comply with contracts. Help all customers with ordering process, to ensure accurate and complete orders. Maintain customer usfoods.com and prime order guide. Various other duties as need by Account Manager and Manager.

• Accurately input customer orders from incoming calls and daily outgoing calls. Assist customers with problems with orders, finding new products, etc. Assist TMs when needed.

• Supervise Cashiers, assist in training. Insure all cashier get breaks and lunches. Set up and take down of 18 tills. Have working knowledge of cashier, customer service and return desk functions.

• Research, analyze & solve complex problems associated with customer billing. Close interaction with U S WEST Communications.

• Position created by myself & Debi Lopez to coordinate the White Pages Advertising (WBL) Checklist for seven states. WBL checklists confirm that all sold advertising appeared. All errors were corrected through investigation utilizing U S WEST Communications & DART.

• Research, analyze & solve complex problems. Maintenance of the yellow pages listing database.

• Distribute mail, answer phones, distribute work, maintain disconnect file, send notifiers to Graphics.

• Analyze customer advertising contracts and process them into the Dex Media database to provide accurate customer advertising, billing and sales commissions. Proofread, edit and type orders into the DexMedia database. Collaborate with various internal and external sources to resolve problems and distribute all essential document to insure the accuracy of company records.

• Telephone sales and consulting for Yellow Page advertising working specific markets that require servicing through a telephone or mail contact. Responsible for handling and completing their market assignments with workflow guidelines. Responsible for contacting selected assigned accounts for the purpose of selling and servicing by telephone. This requires determining customer needs, recommending and selling proposed white and yellow page advertising programs and accurately writing and order. Prepare accounts for direct-mail, including preparing individual customer letters, new product offerings and current advertising agreement.

• Project Lead for Logo Conversion/Digital Implementation. Special project lead for pre & post graphics automation. Develop process documentation for archive clean-up and logo conversion. Provide training for additional team members as needed. Provide ongoing progress documentation. Coordinate meetings with internal customers to ensure process flow and the effect on other departments.
• Design & layout display ads for the yellow pages using current hardware & software programs. Provide accurate ads to customers in a timely manner. Communicate with sales & customers to verify their needs. Create simple art changes using Macintosh based software. Currently perform management relief duties, in addition to payroll coding responsibilities for 14 employees. Cross-trained in several areas including: processing & maintaining workflow, quality assurance, customer proof creation using Xerox 5775, routing ads using Graphics Automation.

• Manage Ad Manufacturing Production Team. Manage and coach 13 employees, meet customer deadlines, plan and forecast workload while maintaining budget obligations. Work extensively with sales and production teams in Denver and Phoenix. Responsible for the production of directories sold in these markets.

• Responsible for the composition, layout and design of yellow pages advertising. Interact with internal and external customers. Maintain thorough working knowledge of Ad Manufacturing and Book Manufacturing processes. Managed claims investigation process and teamed cross functionally to determine root cause of errors.