Alejandra Molina Gomez

• Order Entry in SAP according to Customer Operations SLA. Average of 300 to 400 documents (purchase orders, quotations, RMAs, debs and credit notes).
• Manage an active portfolio of 15 to 20 TIER US Customers assigned, being the first point of contact (POC).
• Provide service to customers via telephone and email regarding new purchases, order status, shipment tracking, or technical inquiries.
• Partner with cross-functional teams to provide seamless customer support (Sales, Supply Chain, Logistics, Finance).
• Solve customer issues and escalations following the internal procedures
• Performs statistical analysis (Forecast, Backlog, Billings) and notify any change in the demand to the other departments.
• Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
• Meet all the KPIs for the Customer Service area (More of 11 different KPIs monthly with score above of 90% of target).

• Manage an active client portfolio of more than 60 Mexican customers.
• Order entry in SAP. Average of 40 to 50 orders per day.
• Billing between 6.5 and 7 million pesos per month, which represents 40% of the After Sales team's monthly billing.
• Individual Budget achievement exceeded 100% throughout 2019.
• Compliance with the SLA for customer response in less than 24 hours, at a monthly average of 98%. Average of 100 responses per day.
• Prepare a weekly forecast for review with supervision and corrective actions if necessary.
• Analyze consumption forecasts by client according to their installed base, detecting potential erosion and thereby alerting the appropriate departments.
• Resolving disputes raised by the Finance department to deliver invoices for review and schedule payments (warehouse receipts, re-invoicing, credit notes, returns, among others), keeping only active disputes less than 30 days old.
• Addressing product warranties, channeling them to the technical department, and following up to process the warranty with the warehouse.
• Supporting the Logistics and Supply Chain department to address product delivery issues, returns, and urgent imports, among others.
• Supporting the Sales & Supplies and Services department with customer consumption reports.
• Resolving customer emergencies due to line downtime due to material shortages or technical issues with products.

• Order entry for warranty claims and repair orders. Average of 40 to 60 services per day.
• Customer service by multiples channels (desk, phone, or email).
• New customer registration in ERP, following internal policies.
• Verify ETA compliance for warranty claims and special contracts.
• Prepare shipments of repaired equipment. Average of 30 to 40 shipments per day.
• Track shipments until receipt is confirmed.
• Resolve any issues related to shipments (theft, loss, etc.).
• Schedule payments to commercial carries according to contracts.
• Manage the annual budget for carrier expenses.
• Prepare monthly and quarterly reports for management (Type of Warranty Claims, type of repair orders, shipments by carrier, etc.).
• Conduct physical inspections of the work area and service center using the 5S Methodology.