Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SARA TORRES

Cicero,IL

Summary

Solutions-driven and results-oriented Director of Customer Success & Logistics with a razor-sharp focus on assuming increasing levels of responsibility within all facets of customer service, new business, development, relationship management, supply chain, operations, logistics, and an excellent display of product knowledge. Superior capability in increasing revenue through the demonstration of customer support, brand promotion, unparalleled service delivery, and a unique combination of technical and business understanding. Consistently sought-after to organize interdepartmental activities, ensuring completion and implementation of customer success programs on/above schedule and maintaining ongoing growth and customer base development opportunities. Deft at steering optimal productivity by motivating, mentoring, and coaching daily, as well as providing prompt, uncanny customer service and timely solutions to issues and concerns as they arise.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Director of Customer Success & Logistics

Crafty Counter (Contract - Remote)
04.2023 - Current
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Monitored logistics performance and identified improvement opportunities.
  • Managed logistics budgets and forecasting to achieve cost-effective operations.
  • Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
  • Oversaw demand planning, purchasing, and logistics.
  • Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
  • Improved, standardized and documented planning and scheduling processes.
  • Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
  • Reduced inventory levels and improved supply chain visibility using strategic initiatives.
  • Built exceptional rapport with suppliers and transportation companies to create seamless operations.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Increased profit by streamlining operations.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Director of Customer Service & Logistics

Zero Egg (Remote)
03.2022 - 03.2023
  • Recruited to set up customers in the ERP system, new products in external and internal systems, and support distributor set up (GDSN, DOT, GFS, Sysco, and all others)
  • Track incoming and outgoing products and provide inventory control as required
  • Assigned to ensure count accuracy, resolve discrepancies, and maintain ongoing safety stock
  • Handpicked to prepare all associated paperwork for import and export and organize sample shipping
  • Employed to support the Sales Teams for customer-specific tasks and order approved raw materials as needed
  • Tasked to update ERP with incoming and outgoing products, direct the disposal of obsolete inventory as needed, and maintain ongoing safety stock
  • Played an instrumental role by receiving and distributing incoming customer orders, communicating order and fulfillment issues, as well as ensuring record accuracy by maintaining data integrity during the order entry process
  • Mounted strategies to coordinate all incoming and outgoing shipments and liaise with overseas and local logistics partners
  • Ignited company growth and catalyzed immediate positive change by continually reviewing freight costs and transportation rates and streamlining shipping and transportation processes
  • Pave the way for the company by coordinating production dates with co-manufacturers, arranging and monitoring production releases, and reporting on discrepancies and issues
  • Aligned the organization for growth by reviewing and processing all incoming orders accurately, including but not limited to confirming contact and billing information, pricing, promotions, and purchasing order terms and conditions.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Increased profit by streamlining operations.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Negotiated transportation and logistics contracts to reduce shipping costs.
  • Directed shipping and receiving of wide range of products daily.
  • Monitored logistics performance and identified improvement opportunities.
  • Managed logistics budgets and forecasting to achieve cost-effective operations.

Customer Service Manager

Freeze-Dry Ingredients, Inc (Hybrid)
09.2020 - 02.2022
  • Steered Logistics and Warehousing to coordinate customer orders inventory levels, incoming containers from various world operations, and required federal documentation
  • Provided Sales support to Inside Customer Service Staff and organized sales with the outside sales team in North America
  • Managed customer purchase of containers from the port of origin to warehouse destination
  • Maintained Forecast, and replenished goods as needed
  • Oversaw weekly and monthly reports about order accuracy, performance, inventory levels, and quality management (FDA Audits, Certificates of Analysis, and FSVP)
  • Regarded as a credible mentor and trainer to lead, guide, and train the customer service team of 2 to coordinate sales with the outside sales team for the North American sales staff
  • Influenced customer satisfaction score by chairing a team of 2 customer service representatives in fulfilling orders for the distribution channels in the U.S and Canada for both retail and food service
  • Laid groundwork to establish customer level reporting and re-vamping overall service metrics, allowing root cause analysis to foster and execute planning, operational, and improvement strategies containing sample order program for the sales team and order compliance program tracker for the operations team
  • Touted and epitomized excellence in customer service communication internally and externally with Sales and
  • Customers to maintain and exceed customers’ expectations.
  • Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Oversaw demand planning, purchasing, and logistics.
  • Streamlined shipping and receiving operations to reduce errors and improve customer satisfaction.
  • Reduced inventory levels and improved supply chain visibility using strategic initiatives.

Customer Service Manager

Rana Meal Solutions
07.2018 - 09.2020
  • Supported sales team in opening new accounts and upgrading existing services
  • Resolved most of any internal and external escalations for assigned account base and rarely required upper management engagement
  • Hired, coached, trained, and identified training needs and performance reviews for customer service
  • Established customer level reporting and re- vamping overall service metrics allowing root cause analysis to initiate and execute planning, operational, and improvement strategies containing order input accuracy and samples order program for the sales program
  • Handpicked based on stellar qualities to spearhead a team of 3 customer representatives in fulfilling orders for the distribution channels in the U.S., Mexico, and Canada for retail and food service
  • Conceived, designed, and implemented SOPs for the customer service and 3PL/Outside warehouse
  • Achieved measurable outcomes by decreasing in-order errors by 32%, boosting freight recovery by 2.2%, and slashing sample order errors by 70% compared to the previous year.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created and reviewed invoices to confirm accuracy.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Customer Service Manager

Newly Weds Foods Inc.
05.2007 - 06.2018
  • Incorporated customer-level reporting and r-vamping overall service metrics allowing root cause analysis to foster and execute planning, operational, and improvement strategies containing order input accuracy and a short lead program for production and customer service
  • Handled weekly and monthly reports about order accuracy, customer service performance, inventory levels, and compliance reports
  • Improved customer service communication internally and externally with Sales and Customers to maintain and exceed customers’ expectations
  • Created and updated SOPs and coordinated logistics for domestic and international accounts
  • Dramatically enhanced quality outcomes by leading a team of 7 customer service representatives in fulfilling orders for manufacturers and distributors in the U.S and internationally
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Forged partnership with sales team consisting of 28 sales professionals to support opening new accounts and upgrading existing domestic and international services
  • Executed strategies and initiatives to decrease order delays by 42%, slash inventory level rotation (FIFO) by 22% and boost logistics savings by 7% versus the prior year.
  • Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
  • Oversaw demand planning, purchasing, and logistics.
  • Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
  • Managed logistics budgets and forecasting to achieve cost-effective operations.
  • Negotiated transportation and logistics contracts to reduce shipping costs.
  • Monitored logistics performance and identified improvement opportunities.
  • Resolved shipping discrepancies by coordinating customer and courier communications.
  • Developed warehouse system that provided best cost with appropriate service levels to achieve organizational goals.

Customer Service Representative

Newly Weds Foods Inc.
04.2004 - 05.2007
  • Compiled customer information and account data for business planning and customer service purposes and maintained up-to- date records to meet compliance
  • Promptly resolved customer challenges to include following up to ensure remediation
  • Demonstrated a solid record of accomplishment for working collaboratively on cross-functional and cross-culture teams
  • Maintained quality control and satisfaction records and constantly seeking new ways to enhance customer service
  • Received callers and provided exceptional listening skills to determine the nature of the calls and precisely addressed their inquiries professionally.

Education

Master of Business Administration – MBA - Business Administration, and Management

University of Phoenix
12.2021

Bachelor of Science - Business, Business Management

University of Phoenix
03.2020

FSMA FSP Certification (Qualified Individual) -

Skills

  • SKILLS & COMPETENCIES
  • Client Management
  • Customer Loyalty/Retention
  • Inventory Management
  • Customer Relations & Satisfaction
  • Quality Assurance & Control
  • Customer Success Management
  • Conflict/Issue Resolution
  • Performance Improvement Policy & Regulations Development
  • Sales Support Team Building
  • Leadership & Coaching
  • Critical Thinking and Analysis
  • Corrective Actions
  • Team Recruiting and Onboarding
  • Project Management
  • Professional Relationships

Certification

FSMA FSP Certification (Qualified Individual)

Timeline

Director of Customer Success & Logistics

Crafty Counter (Contract - Remote)
04.2023 - Current

Director of Customer Service & Logistics

Zero Egg (Remote)
03.2022 - 03.2023

Customer Service Manager

Freeze-Dry Ingredients, Inc (Hybrid)
09.2020 - 02.2022

Customer Service Manager

Rana Meal Solutions
07.2018 - 09.2020

Customer Service Manager

Newly Weds Foods Inc.
05.2007 - 06.2018

Customer Service Representative

Newly Weds Foods Inc.
04.2004 - 05.2007

Master of Business Administration – MBA - Business Administration, and Management

University of Phoenix

Bachelor of Science - Business, Business Management

University of Phoenix

FSMA FSP Certification (Qualified Individual) -

Similar Profiles

CREATE PROFILE
SARA TORRES