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Frank
Germany
German, English
Costa Rica
Calm, Cheerful, Customer Service, Direct, Flexibility, Friendly, Listening, Loyalty, Proactively, Real, Relationships, Reliable, Trustworthy, Understanding, Worldwide
Traveling
Customer support professional with over 18 years of experience across diverse industry segments dedicated to providing quality care for ultimate customer satisfaction. Adept in Quoting (Quote-to-Cash), Opportunity management, and Order processing. Dedicated to identifying customer needs and delivering effective solutions to all problems.
I work remotely from Central America and Brazil; my company is located in Tallinn/Estonia.
I can step in immediately (as an Independent Contractor) if your company urgently needs a temporary replacement, for example, due to vacation or illness.
Customer Relationship Management (CRM), Customer Satisfaction, Customer Service, Employee Interaction - Employee Training, Interpersonal Skills, Quotations
Operations
> 10 Years of experience
Sales
7 - 10 Years of experience
Contract
- Professional Freelancer / Xolo Go OÜ - Heiko Frank Hofmann / Tallinn, Harjumaa, Estonia / Jul 2023 -
I am actively searching for new clients.
My fields of experience are:
- Quoting (Quote-to-Cash)
- Opportunity management
- Order processing via the CRM tool (Salesforce.com)
- Conduct license customization, and research
- Renewal records update and RAD (Renewal Anniversary Date) changes
- Communication and support various internal and external divisions (Sales, Customer Success, Support, Distribution)
- Maintain and update the database with customer information
- Independent Contractor / DataCore Software Corporation / Fort Lauderdale, United States / Apr 2021 - Jun 2023Â
- Quoting (Quote-to-Cash)
- Opportunity management
- Order processing via the CRM tool (Salesforce.com)
- Conduct license customization, and research
- Renewal records update and RAD (Renewal Anniversary Date) changes
- Communication and support various internal and external divisions (Sales, Customer Success, Support, Distribution)
- Maintain and update the database with customer information
- Order Management Specialist / DataCore Software / Unterföhring, Germany / Sept 2020 - Mar 2021
- Order processing via the CRM tool (Salesforce.com)
- Conduct license customization, and research
- Renewal records update and RAD (Renewal Anniversary Date) changes
- Communication and support various internal and external divisions (Sales, Customer Success, Support, Distribution)Â
- Maintain and update the database with customer information
- Freelancer / Solopreneur / Heiko Frank Hofmann / Denpasar, Indonesia / Feb 2020 - Jun 2020
- Customer Service DACH / BIO-RAD / Feldkichen, Germany / Oct 2019 - Jan 2020Â
- Responsible for the order entry of DACH customers
- Creation of orders, delivery notes, invoices, and credit notes in SAP
- On-time checking and recording of incoming orders in SAP
- Close coordination with the field service, accounting, distribution center, and other interfaces
- Complaint processing
- Order Management EMEA Division Synrad / Novanta Europe GmbH / Munich, Germany / Jan 2016 - Jul 2019Â
- Responsible for the order management of EMEA customers
- Processing of customer orders in the ERP system as well as the creation of order confirmations including date tracking
- Coordination and close cooperation with customers, suppliers, and internal company interfaces in Europe and the USA
- Creation and maintenance of basic data for the customer and article master in the ERP system
- Support and advice on further financial audits such as SOX or VAT
- Sales Support (China and SEA) Interim / Vitec Videocom GmbH / Eching, Germany / Oct 2014 - Jun 2015Â
- Responsible for the entire order process and preparation of shipments
- Entering and processing orders
- Creating and following up on quote requests
- Creating invoices and credit notes
- Working closely with colleagues from the Sales Support Team and the field staff in England and the Third Party Logistics Provider
- Daily communication with the branch in China
- Data management in the enterprise resource planning system
- Handling customer complaints and returns
- Monitoring of dates
- Monitoring of credit limits and payments in collaboration with Credit Control - Sales Representative / Intercomp GmbH & Co.KG / Munich, Germany / Mar 2011 - Jan 2013Â
- Interface between manufacturers and distributors
- Providing samples, delivery information, and technical data to the customers
- Tracking orders, delivery dates, and changes in prices
- Negotiating prices with procurement managers
- Creating and following up on quote requests
- Bid proposal management
- Entering and processing orders
- Entering, verifying, modifying, and controlling the projects
- Updating monthly customer demand to forecast system, to provide business changes for improving factory inventory and accurate customer supply
- Working closely with the Account Managers
- Participating in training sessions and trade shows
- Participating in sales meetings which dealt with targets and forecasts, and reported on the current market situation - Managing Partner / HHX GbR / Munich, Germany / Oct 2009 - Dec 2013Â
Guided Tours & Concierge Service for Chinese business customers
- Sales Representative / Farchild Semiconductor GmbH / Fürstenfeldbruck, Germany / Mar 2006 - Sep 2009Â
- Customer Support (DACH region, Portugal, Eastern Europe, Taiwan)
- Providing timely and accurate information to customers regarding pricing, product specifications and lead time
- Account development and relationship management
- Creating and following up on quote requests
- Entering and processing orders
- Tracking orders, delivery dates, and changes in prices
- Creating invoices and credit notes
- Creating and evaluating Backlog and Demand Forecast reports
- Managing inventory including VMI and Consignment customers
- Maintaining and expanding sales goals within the assigned customer base
- Working closely with the Field Sales Engineers and Global Account Managers
- Working closely with the operations department to ensure products are shipping on time
- Collaboration with global sales and marketing organizations
- Handling customer complaints promptly, and effectively and reporting potential claims
- Making recommendations on alternative products that best meet customer requirements based on cost, availability, and specifications
- Maintaining contract pricing
- Implementation of logistics and general agreements
- Introduction of Electronic Data Interchange (EDI)
- Participating in training sessions and trade shows
- Participating in sales meetings which dealt with targets and forecasts, and reported on the current market situation
Experience
