In my capacity, I spearheaded daily interaction with internal supply chain teams to process and complete customer requests, while also managing an average of 150 open customer interactions and follow-ups. With a goal to improve customer experience, I design tools and processes that capture gaps, providing a 360-degree view of the customer viewpoint to enable the company to meet the rapidly changing customer needs and priorities.Accordingly, I refined processes infused with the solution-centric approach to develop customer service measures, deriving insights as necessary to yield best customer experience operations and deliver high-quality performance. Moreover, I administered a high number of customer inquiries via email or real-time online chat, and phone with the utmost courtesy and professionalism, exceeding customer expectations.

During my tenure, I amplified unwarranted customer satisfaction while assisting 50-100+ people daily, ensuring to foster beneficial relationships through high-touch customer service. Part of my role was to evaluate business performance through extensive research and analytics to drive key business goals, improve decision-making processes, and strategically implement management strategies for customers.In addition to these, I engineered the design and development of SOPs and training materials to establish standardized onboarding education for new hires. As such, I trained all new hires on Veritas Prep’s products and services. Finally, I liaised actively with IT leadership teams in delivering practical solutions according to organizational needs and objectives.

Here, I accounted for overall inventory and transportation activities. Accordingly, I utilized SAP to create orders and streamline the global transport of seed to various Monsanto plants, thus meeting the agriculture sector’s demands. In relation to this, I coordinated with customer service, QA, and distribution teams to communicate the availability of agricultural products and the timely fulfillment of customer orders. I also managed requests for genetic, bacteria, and virus testing for vegetable seeds. In addition, I developed continuous improvement strategies to internal and external logistics systems, facilitating regular planning coordination as well as enforcing organizational procedures and policy changes.

As a Buyer, I created purchase orders based on forecast and demand, while sustaining high-service levels and ensuring timely deliveries to customers. As such, I assessed product cost changes from vendors and their effects on the buying department’s gross margin. In my role, I also maintained a weekly inventory database to effectively communicate pricing and availability of products to customers. Finally, I oversaw procurement policies and processes, tracking transactions with logistics providers, and coordinating with suppliers to ensure timely delivery of material and supply requirements for the continuous production of products.