Diana Galicia

Order Management.-

• Book and validate new customer orders; sequence orders to meet lead times, Manufacturing/Material Commit Dates (MCD), and promised ship dates.
• Conduct contract/order reviews to confirm scope, pricing, Incoterms, and delivery commitments; resolve discrepancies before release.
• Update ship dates based on the latest Estimated Ship Dates (ESD) from Planning; communicate changes proactively to stakeholders and customers.
• Provide real-time order status to customers via email/portal/meetings and issue weekly status summaries.
• Manage expedite requests—assess feasibility with Planning/Production/Logistics and align on revised commitments.
• Issue clear shipping instructions (packaging, labels, carriers, Incoterms) and coordinate documentation requirements.
• Coordinate with Logistics & Shipping to schedule collections for domestic and international orders; ensure handoffs are on time.
• Own RMA intake and processing (authorization, return instructions, receipt tracking, and replacement/credit coordination).

• Track and obtain all customer documentation: commercial invoice & packing list (DOC), Certificate of Origin (COO), Certificate of Conformance (COC), and any export/compliance forms.
• Maintain accurate order data in company systems (e.g., SOLID) across all capital-order stages; ensure audit-ready records.
• Send OTD (On-Time Delivery) data to Quality and partner on root-cause/corrective actions for misses.

• Partner with Planners on build plans and ship-date maintenance; drive daily/weekly follow-ups to keep dates current.
• Align with Production, Planning, Quality, and Logistics on customer priorities, expedites, and risk mitigation.
• Deliver weekly metrics and monthly objective reviews; present new order intake, backlog health, and capital-order status to leadership.
• Prepare and distribute customer reports (order status, backlog, OTD, expedite trackers) on a defined cadence.

Customer Service Representative.

• Guided and processed customer orders and inquiries in a fast-paced environment using advanced order management systems.
• Communicated with customers via phone, email, and chat to resolve issues, provide shipping updates, and answer order status questions.
• Managed Return Material Authorizations (RMAs) from initiation through resolution, ensuring customer satisfaction and compliance with company policies.
• Oversaw demand planning for assigned operations areas by collaborating directly with Customers, Commercial, and Production Planning departments.
• Created and maintained monthly Sales & Inventory Operations Plans (SIOP), critical to supporting short- and long-term plant performance.
• Solved customer problems by identifying root causes and implementing effective solutions.
• Placed purchase orders and coordinated with vendors to ensure on-time delivery of materials and services.

HES Support Team.

• Tracked shipments to customers and ensured completion of the Proof of Delivery (POD) process.
• Prepared and submitted freight claim documentation to carriers, securing timely resolution of claims.
• Generated customer-facing reports to provide shipment visibility and performance updates.
• Managed shipment exceptions, coordinating with carriers and updating Account Management and customers on status.
• Collaborated with the HES Support Team to improve operational processes and support business objectives.

Accuride International Inc.

• Prepared and managed international shipments by air, ocean, and ground to Germany, the United Kingdom, China, and Canada.
• Scheduled collection for raw materials and finished goods, ensuring timely transportation and delivery.
• Created and processed commercial invoices, Bills of Lading (BOL), Verified Gross Mass (VGM), and Shipper’s Letter of Instruction (SLI) to comply with international shipping regulations.
• Quoted transportation costs, delivery times, and coordinated containerized ocean freight shipments to Europe.
• Oversaw staff in the shipping department to ensure operational efficiency and accuracy.
• Generated reports on pending orders and monitored shipment status to maintain delivery performance.
• Created Advance Shipping Notices (ASN) in Oracle and managed freight claims.
• Maintained direct communication with carriers and customers to resolve issues, provide updates, and ensure service quality.
• Coordinated closely with the shipping department to align operations with logistics requirements.