Walter T. Evans IV
Order-to-Cash (O2C) Specialist | Customer Support & Fulfillment Expert
Raleigh
Summary
Versatile and results-driven Customer Support & Client Success Specialist with 12+ years of proven excellence in high-volume order management, customer lifecycle support, and strategic onboarding across the manufacturing, logistics, and SaaS sectors. Renowned for delivering a seamless end-to-end customer experience—from order intake, fulfillment, and EDI processing to onboarding, training, and post-sale support—while resolving complex issues with urgency, empathy, and precision.
Demonstrated impact includes launching site-wide onboarding programs, leading internal audits, and managing multimillion-dollar customer portfolios across global supply chains. Adept in SAP, Salesforce, and CRM/ERP environments with deep expertise in coordinating bulk and international shipments (truck, ocean, and air freight), returns/RMAs, export documentation, and customer escalations. Equally effective supporting technical clients or plant-based buyers, with a reputation for high ownership, adaptability, and service that builds loyalty. Ready to contribute from day one and help teams scale operational excellence and customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Client Success Representative (Contract)
Elemica
10.2024 - 05.2025
- Managed onboarding and training for over 140 enterprise clients, including creating all-new customer setup materials and delivering platform walkthroughs tailored to logistics, procurement, and supply chain workflows.
- Acted as the primary liaison for all client-side communications post-sale, ensuring timely resolution of technical issues, order tracking, data transmission errors (EDI/API), and implementation gaps across B2B supply chain connections.
- Independently researched account histories and configurations to resolve errors inherited from previous reps; rebuilt trust with key stakeholders through consistent communication and technical accuracy.
- Maintained detailed records in Salesforce CRM, tracked key adoption metrics, and led quarterly renewal reviews with clients, upselling platform upgrades and contributing to increased retention and satisfaction.
Customer Support Specialist
BASF Corp
07.2021 - 08.2024
- Oversaw complex order-to-cash activities for high-volume B2B customers, ensuring accurate entry, confirmation, and fulfillment of orders across EDI, email, and phone channels using SAP.
- Acted as the primary liaison for customer inquiries, delivering real-time updates on inventory, shipping timelines, and product availability while ensuring a seamless service experience from quote to delivery.
- Partnered cross-functionally with logistics, planning, warehousing, and sales teams to resolve delivery exceptions, troubleshoot material shortages, and implement client-specific shipping instructions.
- Logged and investigated service disruptions through the Non-Conformance Management System, performing root cause analysis and facilitating corrective actions to improve internal workflows.
Customer Support | Team Lead
Momentive
05.2016 - 07.2021
- Directed service operations for high-value A-tier accounts, acting as the central contact for cross-functional teams and ensuring all order-related needs, forecasts, and escalations were handled with urgency and precision.
- Resolved complex pricing, delivery, and complaint issues by analyzing SAP data, identifying root causes, and coordinating with stakeholders to drive timely and accurate solutions.
- Mentored and developed team members through structured training, daily support, and cross-training initiatives, resulting in improved productivity and service consistency.
- Spearheaded internal and external audits, collaborated with plant and credit teams, and implemented order process improvements that enhanced on-time delivery and customer satisfaction.
Customer Support Specialist | B2B Accounts
Eaton Hydraulics
01.2009 - 03.2016
- Managed 70–100 daily customer contacts across phone, email, and EDI, executing high-accuracy orders valued up to $1M for diverse B2B clients in industrial and commercial markets.
- Liaised with cross-functional departments (operations, engineering, finance) to troubleshoot order issues, expedite shipments, and support credit/replacement requests with minimal disruption.
- Delivered technical product insights and alternative solutions to support outside sales teams and distributors, increasing order value and customer satisfaction.
- Recorded detailed case notes and ensured swift escalation of unresolved issues, contributing to improved first-contact resolution metrics and overall service consistency.
Education
Bachelor of Science - Business Administration and Management
Rowan University
Glassboro, NJSkills
SAP (Order Processing, Delivery Management)
undefinedTimeline
HubSpot Academy – Customer Success Certification
05-2025
Client Success Representative (Contract)
Elemica
10.2024 - 05.2025
Customer Support Specialist
BASF Corp
07.2021 - 08.2024
Customer Support | Team Lead
Momentive
05.2016 - 07.2021
Customer Support Specialist | B2B Accounts
Eaton Hydraulics
01.2009 - 03.2016
Bachelor of Science - Business Administration and Management
Rowan University
Certification
HubSpot Academy – Customer Success Certification
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