- Negotiate prices and generate export sales to Latin America worth $2.5 million in net revenues- Implement and execute business rules and processes while fulfilling the customers’ needs- Maintain current with export compliance and documentation requirements - Work in a team environment and provide additional support to other team members- Oversee and execute daily operations: order fulfillment activities, bookings, shipment execution, export documentation, claims, price adjustments, sales volumes, sample request and performance & accounting reports.

- Manage 3 direct reports and co-lead a group of 15 customer service reps- Balance the responsibility of a Process Team Leader with management duties- Identify service strategies, which meet or exceed external customer expectations and business unit financial and logistics objectives ($800 million/ 1.3 million tons)- Monitor team practices and facilitate corrective action when necessary (i.e., order acceptance, freight optimization, on-time shipping and delivery, etc.)- Establish team yearly objectives and KPI measurements- Assist employees with their personal development objectives and career competencies- Responsible for evaluating the team’s performance, development planning and conducting frequent performance assessments- Work with Pulp Customer Service Manager to distribute the workload appropriately across the team- Responsible for conducting month end pricing and order management audits- Collaborate with Corporate and third party auditors in assessing the business internal compliance and control processes

- Co-lead and train a group of 18 customer service reps- Support the “go to market strategy” for a global business by executing process and supply chain adjustments as the market, the industry and the business changes- Work with marketing, operations, manufacturing, and logistics to coordinate, develop, communicate and implement process improvement initiatives- Share in both responsibility and accountability to achieve organizational goals (i.e. sales, volume and cost reduction targets)- Act as a team resource for elevated problem resolution and system support- Manage daily operations by serving as a liaison with internal stakeholders including marketing, sales, manufacturing, operations control, distribution, and information services- Identifies and initiates business process and continuous process improvements- Acts as a process expert in the order management or order fulfillment areas such as pricing, allocation, export, systems performance and/or transportation- Assess performance of third party vendors such as freight forwarders, 3PL providers, carriers, etc.- Work on business projects related to supply chain and non price improvement initiatives- Operating Model Support: SAP Power user, Change Request Coordinator, Governance Council Member and leader of the ELITE Team

- Effectively manage strategic, high-volume and challenging accounts; respond to customer inquiries, offering alternatives and exhibit leadership- Act as an informal team leader by providing team support and process expertise- Understand and execute business rules and processes while fulfilling the customer needs- Work in a team environment and provide back-up support to other team members- Participate and lead cross-functional training with sales and other teams- Played a vital role in the development of OrderIP.com – Pulp Business- Monitor customer inventory levels and supply changes; supplier or vendor management inventory programs- Review quarterly performance metrics with freight forwarders- Support the implementation of new systems such as Champ & SAP modules

- Provide excellent Customer Service- Completed Self-development - 52 hours of yearly required training - Receive and update pre-alerts in a timely manner; issue shipment alerts - Manage key accounts and maintain an open line of communication with customers - Track and Trace ocean export shipments - File customers’ Customs documents - Prepare commercial documents, house and master bills of lading - Process documents and issue arrival notices timely and accurately - Complete shipment accounting timely and accurately - Accurate and timely billing - Overseas communication and customer relations- Notifying customers both internal and external of problems and/or delays