Skills
Problem Solving; Contract Management; Supply Chain Management (SCM); Customer Satisfaction; Customer Service; Logistics; Contracts; Communication; People Management; Supply Chain; Continual Improvement Process; Order Fulfillment; Office Administration; Order Management
About
Contributed to design and implement the Outsourcing and equipment lease contracts supervision process.
• Communicated with other team members to enhance Outsourcing supervision process and performance.
• Completed and submitted monthly and yearly Outsourcing supervision reports to support executive decision making.
• Participated in the working group for the closure of the main Contractor's contract for the construction of the plant.
Reviewed, filed, disputed and closed claims in compliance with carrier contracts, for both LTL and Parcel shipments, taking ownership of the process from start to end and acting as a liaison between the carrier’s claims team, vendor’s customer services team and multiple internal departments (Resolutions, Dispositions, Credit Memo, Marketplace, etc).
• Assisted with the company’s recoveries goals, seeking to improve efficiency by implementing and reviewing processes, reports and internal system interface, as well as contributing to the automation of many tasks related to the Claims department.
• Implemented claim batch filing and digital carriers claim denials processes, and handled all parcel claims weekly reports, delegating tasks among Claims Agents.
• Elaborated, compiled and collaborated on the creation of a Denial Action tool, to help Claims Agents to navigate through the different claim denial reasons provided by carriers.
• Provided managers with ad-hoc reports to support strategic decision-making meetings.
• Performed training sessions to the Claims Agents (newcomers or not), whether to introduce new tasks or to update/review processes or parts of it.
Learned how to manage orders with minimal supervision, contributing to improve service level and ensuring customer satisfaction.
• Implemented process enhancement, which resulted in a faster delivery order placement, improving department productivity as well.
• Designed an internal Customer Operation Manual for an specific key customer with a complex and particular order management process, in order to train new employees.
Executed order management, design administration and customer demand forecasting.
• Secured packaging material order fulfillment: order management, design administration, issue resolutions and logistics.
• Provided updated and relevant customer demand information to support capacity planning decisions.
• Actively participated in WCM teams focusing on continuous improvement of the order fulfillment process.
• Provided primary customer support to internal and external customers in a fast-paced environment.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
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