ELAINE CROSETTI

Arden, NC 28704 | 704-975-0180 | elaine.crosetti@gmail.com

CUSTOMER SERVICE MANAGER, TECHNICAL

TECHNICAL EXPERTISE / KEY ACCOUNT MANAGEMENT / BUILDS & LEADS STRONG SERVICE TEAMS

Articulate, ambitious and results-driven Customer Service Professional with broad based expertise leading effective business
strategy, operations performance, and team leadership in support of multi-billion dollar organizations.
Expertise in leading teams of cross-functional professionals in the implementation of effective operational strategies that
decrease costs while improving efficiency, productivity, and effectiveness across client experience, account management, and
customer support functions.
A demonstrated record of success meeting or outperforming all corporate targets and client expectations in leadership roles
governing Customer Service, Logistics, Order Fulfillment, and Inventory Management.
An effective communicator, skilled in cultivating relationships of trust and confidence with individuals at all levels of a complex
organization, deploying coaching and mentoring methodologies to develop talented team members into effective managers and
supervisors.

CORE COMPETENCIES

Strong Technical Knowledge of Industrial Systems

Continuous Improvement, Processes and Systems
Driving Cost Savings Opportunities
Risk Management and Mitigation
Managing Client Service Teams
Strong Management Experience

ROFESSIONAL

Cross Functional Collaboration

Operations Management
Implementing Effective Staff Development Strategy
Leading Communications with Clients
Logistics and Supply Chain Experience
Managing Key Account Relationships

HISTORY

2007 to 2015: Thermo Fisher Scientific, Asheville, NC

Trade Compliance Officer

A demonstrated record of success and achievement at this multibillion dollar biotechnology product development company, marked
by a promotion to a position of increased influence, authority, and accountability.
As Trade Compliance Officer, fulfilled a key role classifying medical equipment using the US Harmonized Tariff Schedule for over
60,000 line items, leveraging insight and knowledge of commercial product information, detail and layout drawings, Bills of Material,
technical sheets, and other information.
Outstanding and exceptional results, building a strong tariff classification process for goods, imported and exported, that directly
resulted in significant gains in customer service; worked collaboratively with factories and distributors to secure necessary
information for order processing, increasing the efficiency and productivity of order fulfillment.
Served as the primary point of contact for broker inquiries to provide additional information on reports; continually strengthened
relationships with import brokers to enhance the quality of entry processes.
Applied strong analytical expertise to review monthly entry summary reports for import accuracy, while using Microsoft Excel
vLookup to reconcile information between corporate records and broker entries.
Gained invaluable expertise working with highly technical products, classifying and completing FDA declarations for radiationemitting products, FCC-740 declarations for radio frequency devices, TSCA statements, and reviewing products for relevance to
Anti-Dumping and Countervailing duties.
Coordinated and led training to build awareness and competencies in trade compliance principles among new hires and
employees in Supply Chain, Sourcing, and Engineering at locations in North Carolina and Ohio.
Submitted requests to Customs and Border Protection, resulting in binding ruling NY N260423.
Participated in US Customs Focused Assessment audit.

2007 to 2012: International Services Supervisor

Effectively managed an action oriented team of up to 27 customer agents and export documentation specialists dedicated to
supporting the companys international operations, with authority over all strategic and tactical planning and execution. Maintained
authority over all recruitment, hire, professional development, and termination actions within the team.
Served as the architect of performance metrics to ensure individual and team achievement of all deliverables and targets in
customer service, financial targets, and corporate expectations; assumed a lead role addressing and resolving all customer
complaints and escalated issues to the full satisfaction of each client.
Delivered significant improvements to all facets of order management, resulting in the reduction of delays at order entry and
improvements in the Customer Allegiance Score; minimized daily past due orders by collaborating with backlog specialists and
members of the Supply Chain department.
Contributed additional service and expertise as a facilitator and participant in Kaizen events and PPI continuous improvement
teams.
2002 to 2007: Ingersoll Rand, Davidson, NC
Customer Service Representative
Met the challenge of leading support for distributors and clients throughout Latin America on behalf of this global diversified
industrial company, with a focus on defining necessary parts and service to maintain the functionality of centrifugal compressors,
large, complex pieces of industrial equipment ranging from $100K to $750K. Oversaw the entire order process from price quotes,
discounts, and approvals to approval for shipment to end users.
Reviewed engineering layouts, detail CAD drawings, and Bills of Material to build Parts Identification lists to drive procurement
processes; applied technical expertise in multiple ERP systems to create promise and production dates.
Provided quotes to corporate stores, distributors, and direct clients using the appropriate pricing schedules and policies; handled
all requests for returns and credit.
Exercised independent initiative to enroll in Spanish language classes to improve the effectiveness of communications with
clients throughout the territory.
John Crane Inc., NJ/NC/Puerto Rico
Operations Manager and ISO9000 Regional Auditor
Executed oversight of two branch locations of this provider of mechanical seals, couplings, hydro-dynamic bearings, seal support
systems, and filtration systems, with authority over customer service, the resolution of backlogged orders, and repair.
Advanced rapidly from an initial role as an OEM Assembly Specialist to positions of increased authority, including Warehouse
Supervisor, and Operations Manager at multiple facilities, culminating in a leadership role overseeing sales, distribution, and
repair at facilities in the Carolinas.
Leveraged status as an ISO9000 auditor to lead ISO audits at five satellite locations in the Southeast.
Early Career
Internal Sales Manager/Import Coordinator/CSR, Sunbelt Thread & Packaging, York, SC
Customer Service Representative, Coats American, Charlotte, NC
Customer Service Manager and ISO9002 Auditor, Solution Technology Inc., Monroe, NC

EDUCATION & PROFESSIONAL CERTIFICATIONS

Coursework in the Business Management Program (CE) KEAN COLLEGE
Coursework in the International Business Program CENTRAL PIEDMONT COMMUNITY COLLEGE
Certified ISO9000 Auditor
Certified John Crane, Inc Parts Expert
Certified Ingersoll Rand Parts Expert, Certified IR Centrifugal Air Compressor Technician
Certified Thermo Fisher Scientific Practical Process Improvement Facilitator, Continuous Improvement
Technical Proficiencies: Salesforce.com, SAP, Oracle, Baan, Microsoft Office, Octane, Agile, Arena, AS400, CICS,
MFGPro, BOM Explorer