Susana De La Rocha

• Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
• Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
• Handled high call volumes with professionalism and courtesy during busy periods.
• Pleasantly greeted all callers and asked how to be of assistance.
• Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
• Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.

• Developed and implemented strategies to improve processes related to importing goods from overseas suppliers.
• Coordinated with vendors on delivery schedules and negotiated terms for cost savings or improved services.
• Monitored compliance with regulations for international trade, such as those governing export and import controls, currency transactions, and product safety standards.
• Managed all aspects of freight forwarding including shipment tracking, customs clearance, documentation preparation, and cargo insurance.
• Created reports on weekly and monthly performance metrics for management review.
• Worked closely with purchasing team to ensure that all necessary paperwork was completed accurately.
• Assisted in preparing documents required for customs clearance in accordance with local laws and regulations.
• Resolved problems regarding discrepancies in invoices, shipping errors or delays, damaged goods.
• Ensured accurate invoicing of shipments by verifying data accuracy against purchase orders prior to payment processing.
• Overseed the daily operations of the import department, ensuring efficient and timely imports.
• Coordinated with internal departments to ensure timely delivery of goods.
• Negotiated annual freight and consolidation contracts with steamship lines and freight forwarders to obtain best pricing.
• Coordinated daily transfer shipments with proper documentation logs.
• Recorded data for transmitting US and Canadian HTS numbers for products.

• Processing all payments which includes Ocean Freight, TMF and CTF for all import Shipment

• Managing all Quotes for LTL and FTL and Scheduling all trucks loads

• Generating Bill of Landing for all trucks

• Providing updates to the customers