Katherine Cain Email and Phone Number

o Streamlined client solutions by addressing application questions, tracking and resolving issues while ensuring compliance with company guidelines, prompting improved client satisfaction and retention. o Collaborated with Solution Architect to analyze and redefine clients' scope of work and business processes for optimizing operational efficiency and ERP implementations. o Enhanced data mapping and data migration for clients' systems. o Conducted comprehensive user training sessions and documented tailored solutions, resulting in a 20% decrease in support ticket volume.

o Orchestrated seamless operations across ERP, SaaS shipping, e-commerce platforms along with WMS, customer service teams, production schedules, and day-to-day operational duties. o Facilitated communication between cross-functional teams, providing strategic recommendations for project execution to ensure project delivery timelines and increase customer satisfaction ratings. o Served as the primary escalation point for resolving complex challenges in customer service, vendor relations, and system failures, achieving a 25% reduction in customer complaints and a 40% decrease in vendor-related issues. o Implemented KPIs and monitored trends, leading to improvements in marketing campaign effectiveness, a decrease in shipping errors, and an increase in vendor performance. o Optimized transit costs through proactive monitoring, auditing performance, and ensuring adherence to KPIs. o Maintained accurate inventory reports for product and packaging materials, ensuring inventory accuracy and reducing discrepancies. o Led cross-departmental efforts and coordinated with co-packers for the successful launch of new products, achieving a 30% increase in sales revenue within the first quarter of launch.

o Recruited, mentored and developed customer service agents across the company and nurtured an environment where they can excel through encouragement and empowerment. o Developed service procedures, policies and standards. o Controlled resources and utilized assets to achieve qualitative and quantitative targets. o Adhered to and managed the approved budgets. o Maintained an orderly workflow according to priorities.

o Managed and provided support to the operations team ensuring a logical approach to efficient project completion. o Served as primary escalation contact to enforce company standards. o Analyzed company’s performance to optimize customer satisfaction and to ensure shipping requirements were met. Built and maintained strong relationships across multiple air product management teams.o Helped to improve local charges of trucking companies, container freight stations, and airfreight rates.

o Routed shipments based on client’s requirements to determine the appropriate costs/time combination. o Evaluated the appropriate cost/time combination for each shipment. o Negotiated pricing with carriers, which includes airlines and trucking companies. o Worked closely with customs brokers (e.g. providing import documentation and tracking of shipments) on import shipments routed via air and ocean. o Aided the sales department, verified accuracy of international freight bill and disputed any discrepancies. o Responsible for preparing all paperwork necessary for any returns, repairs and replacements coming into the country. o Oversaw and adhered to filing claims on missing and damaged cargo. o Investigated customer challenges and/or complaints, to develop solutions and corrective action plans. o Addressed all customer inquiries, both internal and external, to provide top notch customer service. o Maintained relationships with company’s vendors. o Worked proficiently in both team environments, as well as independently, to meet business goals and objectives.

o Processed international air and ocean imports/exports for one of Mach 1 Global's leading accounts. o Took customer shipment requests via phone, email, or web entry. o Quoted customers on shipments in a timely and accurate manner. o Communicated with sales agents on quotes to secure business. o Ensured that all customer quotes are compliant with customer tariffs and guidelines for profitability. o Utilized the most efficient and economical routings to guarantee on time delivery goals are met for freight. o Guaranteed compliance with the company's policies and procedures. o Meet all government and local safety & regulatory requirements. o Contacted delivery & pickup agents to schedule arrangements for pickups or deliveries. o Monitored shipment live board in operational management system to ensure completion of timely shipment updates and billing. o Invoiced customers while staying in compliance with customer’s tariff.

o Created and maintained all documents required for the movement of freight. o Confirmed accuracy of data such as reference numbers, dates, times, and locations. o Tracked and traced freight to ensure on-time commitments were met.

o Performed administrative duties including, but not limited to answering phone calls, copying, faxing, and filing. o Transferred data to consignees.