Heiko Frank Hofmann
Granada, Granada, Nicaragua-linkedin.com/in/hhofmann
Summary
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.
Experience
Professional Freelancer
Xolo Go OÜ - Heiko Frank Hofmann
Jul 2023 - Present (1 year 1 month)
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)
- Conduction license customization, and research
- Renewal records update and RAD (Renewal Anniversary Date) changes
- Communication and support various internal and external divisions (Sales, Support, Distribution)
- Maintain and update the database with customer information
Renewal Specialist (Independent Contractor)
DataCore Software
Apr 2021 - Jun 2023 (2 years 3 months)
- Quoting (Quote-to-Cash)
- Opportunity management
- Order processing via the CRM tool (Salesforce.com)
- Conduction license customization, and research
- Renewal records update and RAD (Renewal Anniversary Date) changes
- Communication and support various internal and external divisions (Sales, Support, Distribution)
- Maintain and update the database with customer information
Order Management Specialist
Heiko Frank Hofmann - page 1
DataCore Software DACH
Sep 2020 - Mar 2021 (7 months)
- 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, Support, Distribution)
- Maintain and update the database with customer information
Freelancer / Solopreneur
Heiko Frank Hofmann
Feb 2020 - Jun 2020 (5 months)
Customer Support Specialist
Bio-Rad Laboratories
Oct 2019 - Jan 2020 (4 months)
- Responsible for the Customer Service 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 Europe / Division Synrad
Novanta Inc.
Jan 2016 - Jul 2019 (3 years 7 months)
- 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
Sabbatical in Thailand
Intercultural experience in Thailand
Oct 2015 - Dec 2015 (3 months)
Sales Support (China and SEA)
Vitec Videocom GmbH
Oct 2014 - Jun 2015 (9 months)
- Responsible for the entire order process and preparation of the 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 the field staff in England and the thirdparty logistics provider
Heiko Frank Hofmann - page 2
- 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
Inside Sales Specialist
Avnet Silica
Jan 2014 - Apr 2014 (4 months)
- Direct interface for customers on purchase order change requests, product information, and lead time
- Making price decisions through telephone negotiations
- Creating and following up on quote requests
- Entering and processing orders
- Tracking orders, delivery dates, and changes in prices
- Creating and evaluating Backlog and Demand Forecast reports
- Handling customer complaints promptly, and effectively and reporting potential claims
- Maintaining customer master data
- Developing customer relationship
- Sales and profit responsibility of assigned customers
Managing Partner
HHX GbR
Oct 2009 - Dec 2013 (4 years 3 months)
Guided Tours and concierge Service for Chinese business customers
Sales Representative
Intercomp GmbH & Co.KG
Mar 2011 - Jan 2013 (1 year 11 months)
- 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
Sales Representative
Farchild Semiconductor GmbH
Mar 2006 - Sep 2009 (3 years 7 months)
Heiko Frank Hofmann - page 3
- Customer Support (DACH region, Portugal, Eastern Europe)
- 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 (England, Hong Kong, Taiwan)
- 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
German Teacher in Shanghai
Temporary employment abroad
Oct 2005 - Feb 2006 (5 months)
Skills
Relationship Building • Strategic Relationships • Relationship Development • Customer Success •
Teamwork • Search Engine Optimization (SEO) • German • Renewals • Microsoft Excel • Data Entry
Heiko Frank Hofmann - page 4
