Joyce Jaquez Email & Phone Number

Tampa, Florida, United States

Remote, United States

Customer Service Specialist | 03/2021 to 03/2024 | Florida Bulk Sales - Remote, United StatesManaged all aspects of order processing to facilitate on-time, in-full execution against tight deadlines and a seamless customer experience. Liaison between internal departments and customers to oversee order intake through shipping, and pre/post-sale support. Leveraging domain expertise, experience, and strong administration and communication skills to prevent or minimize the impact of order fulfillment delays or other failures on more than 75 clients weekly,✓ Administer developed subject-matter expertise, communication skills, critical thinking, and independent judgment to achieve solutions linking internal and external Customer Service, Inventory, Procurement, Warehousing and Logistics functions.✓ Evaluate open orders and take action to prevent or minimize impact of order fulfillment delays or other failures.✓ Balance a high volume of customer inquiries through multiple communication channels in a prompt, accurate, and professional manner with high attention to detail.✓ Product specialist, guiding customers and the customer service team members in providing solutions in a fast-paced dynamic environment.✓ Assess and resolve customer complaints and difficult situations with a cross-functional approach to problem solving in a timely and professional manner, while delivering excellent customer service at all levels of customer interaction.✓ Facilitate cross-departmental collaboration toward corrective and preventive actions.✓ Collaborate with internal teams to manage forecasting based on usage and projection.✓ Develop and maintain customer contracts in ERP system, from contract entry to renewal, assisting the account management team with data as needed.

New Jersey, United States

Report out on profit and loss statements, adding detailed analysis of revenue and cost drivers.✓ Identified and executed opportunities to reduce exposure and boost profit margins.✓ Profitability Management; coordinated month-end financial closing procedures including review of revenue vs. expense and gross profits for all key accounts.✓ Negotiated the request for quotes (RFQ) process, balancing customer needs with sales profit.✓ Maintained detailed records, including a customer rate database, and audited invoices against contracts.✓ Provided financial advising to clients, and processed 250 invoices and quotes on average per week.

New Jersey, United States

Empowered high volume VIP clients including FMCG, Pharmaceutical and Science & Technology customers to optimize their supply chains from the Jersey City Centre of Excellence, which moves 20K+ TEUs (twenty-foot equivalent unit shipping containers) annually.✓ Increased shipment handling volume 15% YOY and site revenue 25% YOY over a five year period.✓ Decreased demurrage and detention costs by 95% by using lean environment tools to keep the site running an on-time schedule, even as total shipping volumes grew each year.✓ Managed import operations for 800 to 1000 containers per month during peak season.✓ Implemented exceptional customer service, resulting in the highest client retention rate at the site.

New Jersey, United States

Supervised the Trans-Pacific eastbound import department, which received an average of 150 incoming shipments weekly from Asia for delivery across the US.✓ Processed and managed ocean freight shipments, collaborating with cross-functional teams, overseas agents, steamship line carriers, port terminals, drayage providers, and 3PL providers.✓ Furnished overseas agents with booking and routing instructions; carrier selection, contract information, vessel schedules, carrier strings, ocean freight rates, and profit sharing.✓ Audited steamship line carrier and drayage provider invoices for contract / rate accuracy and disputed as necessary.✓ Trained new hires on Kuehne + Nagel Inc and external carrier databases, standard operational procedures, import/brokerage documentation, and customer service protocols.✓ Fostered relationships with new and potential clients to improve client satisfaction, while managing customer expectations.✓ On-boarded new business and coached customers on how to navigate the system.✓ Supplied financial customer service support including rate quotes, invoicing, and documentation.✓ Addressed customer service concerns as the first operational escalation point.✓ Retail, Fast Moving Consumer Goods, Pharmaceutical, Science and Technology business.