GRISELDA GALVEZ
Whittier,USA
Summary
Customer Service & Logistics Specialist with 15+ years of experience delivering high-quality service, optimizing supply chain operations, and resolving complex issues. Adept at building strong customer relationships, managing order fulfillment, and collaborating cross-functionally to improve efficiency and service levels. Proficient in SAP, Business Warehouse, and transportation management systems.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Breville
Torrance, CA
05.2021 - Current
- - Process and manage orders for over 200+ gourmet customers, including EDI and drop ship orders for Best Buy ensuring accurate order generation and timely fulfillment of all items.
- - Enter Return Merchandise Authorizations (RMAs) and coordinate with Finance for credit memo and chargeback requests.
- - Respond to Account Representatives, Sales and customer inquiries via email, providing accurate product and service information.
- - Monitor warehouse open order reports daily to ensure orders ship on-time, meeting customers’ must-arrive-by dates.
- - Run open order reports daily for item availability on backorders and communicate Estimated Time of Arrivals (ETAs) to Sales, Account Representatives and customers.
- - Collaborate cross-departmentally to resolve issues quickly, ensuring customer satisfaction.
Physical Logistics Functional Expert
Mars Global Food & Drinks
Rancho Dominguez, CA
06.2008 - 02.2020
- - Provided first-level functional support to SAP and Business Warehouse users, resolving process and system issues.
- - Led training and onboarding for new business processes and system enhancements.
- - Managed supply chain optimization projects, including plant startups and transportation system implementations.
- - Created and modified BW reports to analyze logistics performance, reduce costs, and improve customer service levels.
- - Acted as liaison between internal teams, carriers, and external partners to resolve freight and warehouse issues.
Affiliate Customer Care Specialist
Mars Global Food & Drinks
Rancho Dominguez, CA
06.2008 - 06.2016
- - Managed $25MM in annual export orders to multiple international markets, maintaining 99%+ case fill rate.
- - Coordinated with export service providers and ensured compliance with trade regulations.
- - Improved export processes, reducing lead times and logistics costs.
- - Trained supply chain associates on SAP and BW reporting tools.
- (overlapped with above role)
Education
AA - Liberal Arts
East Los Angeles College
01.2007
Skills
- Customer Service: Order Management, Conflict Resolution, Client Relationship Building, Returns Processing
- Logistics & Supply Chain: Freight Coordination, KPI Tracking, Process Improvement, On-Time Delivery Management
- Systems & Tools: D365, Salesforce, SPS, Commerce, SAP, Business Warehouse (BW), MS Excel, MS Word, MS PowerPoint
Timeline
Customer Service Specialist
Breville
05.2021 - Current
Physical Logistics Functional Expert
Mars Global Food & Drinks
06.2008 - 02.2020
Affiliate Customer Care Specialist
Mars Global Food & Drinks
06.2008 - 06.2016
AA - Liberal Arts
East Los Angeles College