Priscilla Santana

• Maintain strong working relationships and communications with manufacturing and key suppliers
  to confirm production/shipping schedules and monitor and update all open purchase orders to ensure on-time deliveries
• Proactively report product and material availability issues
• Coordinate inventory planning and replenishment of raw materials from global suppliers in conjunction with our planning and business management teams
• Provide updates to inventory analysts in order to revise essential system planning data to ensure our inventory planning software is effectively planning future requirements
• Project management for new product launch, setting up new products & new suppliers
• Work closely with international headquarters to develop and implement strategies for procuring and distributing goods and services
• Organize product and package specifications, and coordinate revisions and deviations as needed with suppliers
• Built and managed long-term supplier relationships to establish competitive pricing and payment terms
• Analyze market trends, pricing, raw material pricing and quality of products and packaging to ensure the best value for the organization
• Track and document raw material pricing such as yellow phosphorous (P4) in China to understand price drivers
• Review requisitions for accuracy and thoroughness before placing purchase orders to ensure we are making good purchasing decisions
• Manage the procurement process from requisition to delivery, ensuring compliance with company policies and procedures
• Responsible for providing lead times from initiation of purchase order to delivery at destination for planning purposes
• Prepared detailed reports to understand cost of on hand inventory and impact of high cost inventory in a downward trending market
• Developed new strategies to reduce purchasing costs while maintaining quality standards
• Designed and implemented process improvements to streamline purchasing process, as well as a warehouse inspection process for new products and/or new suppliers
• Analyzed current vendors and products to stay abreast of market trends and researched and identified new suppliers and vendors to establish more than one source
• Work closely with accounts payable team to ensure timely payment to suppliers and to resolve vendor payment discrepancies
• Responsible for ensuring that material is delivered per quality specification, packaging, and labeling requirements
• Manage all overseas sample requests in order to receive samples in a timely fashion and qualify new products and suppliers with our customers
• Work cross functionally with management, product managers and quality control to address quality compliance issues and address with suppliers as needed

• Handled routine and non-routine customer order activities, including managing customer demand, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.
• Met and exceeded customer expectations by having appropriate sense of urgency and prioritizing customer needs.
• Realized and anticipated how events and trends were likely to affect the customer’s future needs and satisfaction.
• Ability to manage complex work processes through various systems and technology including Chempax and SalesForce as examples. This requires knowledge of Supply Chain, Credit, Planning, Pricing, Logistics and Invoicing. High degree of systems knowledge and understanding is required
• Made recommendations to leverage SMC resources and capital to create business opportunities for Customer Success.
• Demonstrates persistence in overcoming resistance or objections, leads conflict resolution and reaches win- win agreements. Uses knowledge of DuPont and Business strategies to make decisions and take action that improve performance in their area of responsibility. Individual is expected to communicate with others regarding customer issues and problem resolution.
• Order Entry: Utilizing ECC for accurate and time placement of customer orders. The CSR typically works with a very complex combination of order scenarios, such as product availability, packaging types, pricing, customer credit status, multiple sourcing locations, various modes of transportation, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.
• Accountability for Action: Demonstrates urgency, acts promptly and quickly removes roadblocks while assessing multiple opportunities. This requires prioritization by impact and accountability for taking actions that keep things moving forward. It also requires accountability for actions taken ensuring work processes are followed.

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• Developed new business and managed existing accounts.
• Set up new products through customer portals in order to start receiving orders for retailers such as Home Depot, Lowe's, BrandsMart, Kitchen Collection, H.E.B, Grocery Outlet, Shoppers World, and Canadian department stores, supermarket chains and pharmacies.
• Created and personalized compelling email blasts and follow up emails to send to retail buyers for all existing and new products.
• Responsible for packing/sending /tracking samples to customers.
• Used PowerPoint to create product catalogs, presentations and media schedules.
• Worked with third party and in house teams to create pallet renderings to present to retail buyers.
• Organized and worked with the warehouse to ship a high volume of samples for product shows like the International House wares Show and the National Hardware Show.
• Monitored purchase orders and provided order status and back order information to retail accounts.
• Attended appointments with customers/sales team to keep records of meetings.
• Requested and scheduled calls and meetings for the Salesman with existing and prospective clients.
• Managed Outlook calendar for Salesman.
• Booked flights, rental cars and hotels for Salesman.
• Occasionally handled customer service cases and product claims that required management level experience.
• Assisted Salesman with reading agreements drafted by commercial production companies.
• Grew sales for over 3 accounts by 200% in my first year.

• Developed, implemented, and managed customer service policies and procedures, such as product testing, part purchases for customers without a warranty, and steps to be taken by the customer service staff in handling escalated customer cases.
• Provided reporting on customer service performance to senior management using business intelligence, CRM data and surveys.
• Improved customer service quality results by studying, evaluating, and re-designing processes; established and communicated service metrics; monitored and analyzed results; implemented changes.
• Documented troubleshooting and problem resolution steps for internal and external teams; Created and maintained a thorough organized knowledge base of technical and product documentation, support articles, how-to's, FAQ's, and user-guides for use both internally and by Kraus customers.
• Responsible for resolving all customer service related issues judiciously and assisting customer service staff with difficult calls.
• Responsible for reputation management. Commented on positive and negative reviews on retail partner sites and resolved negative reviews in a timely manner resulting in amended reviews from customers.
• Provided technical support for defective products and sent out replacement parts under a limited lifetime warranty. Answered technical, product and installation questions; answered a trade professional line for technical support.
• Hired, trained, and replaced new customer service staff as needed.
• Remotely trained and oversaw the transition of two outsourced employees into the customer service department.
• Trained the Customer Support Representatives on first call resolution without the need for team lead intervention.

August 2014-2015

• Professional Development: Certificates of completion for Office Excel, Word and Powerpoint- Udemy, 2023.