David Alejandro Rodriguez Molina
Senior Supply Chain Customer Service Representative.
Tijuana
Summary
Senior Customer Service Specialist, experience in customer care, management and process optimizations. Skilled in problem- solving, key account management, and ensuring customer satisfaction, experience in CRM (Customer Relationship Management), data analysis and operational process improvement.
Experienced with managing order entry operations and team oversight. Utilizes process improvement techniques to enhance accuracy and efficiency in order handling. Track record of fostering collaborative environments and ensuring seamless adaptation to evolving business needs.
Overview
27
27
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Data Entry / Order Entry Supervisor
WSA Audiology Mexico SA. De CV. (Medical Plant)
Tijuana
11.2023 - 11.2024
- Data Entry & Order Entry supervision
- Monitoring orders, case reviews (follow-up)
- Ensure orders & comply with company policies and procedures
- Problem solving, escalation and support of malfunction
- Daily management meetings, reports, KPI's metrics, goals metrics, productivity metrics, accuracy, cycle timing & key performances
- Analyze and implement procedures to increase efficiency, quality and productivity
- Collaborate (cross – functional) with other departments to streamline order fulfillment, Customer Service, Operations, Quality department, Warehouse & Shipping, Etc.
- Strong customer communication
- Strong communication to upper management
- Audits to identify errors and maintain quality standards
- Training efficiently to maintain high performance standards as well analyzing ways to efficiently distribute workloads
- Payroll assistance & HR Support, maintained accurate records, supported recruitment interviews and HR documents
- Department budgeting expenses & resource allocation
- Dedicated to continuous learning and professional development
- Improved overall team efficiency through consistent monitoring, coaching, and performance evaluations of staff members.
- Ensured accurate record-keeping with regular audits of all entered orders and corresponding documentation.
Customer Care Representative
WSA Audiology Mexico SA. De CV
Tijuana
09.2022 - 11.2023
- Company Overview: medical manufacturing plant
- Managing Accounts
- Push for customer orders, (expedites, and normal orders)
- Analize production reports and planning for customer’s orders
- Follow up on orders to be shipped
- CSO managing orders that have issues from a production standpoint
- Expedite Distribution orders
- Verify current issues with orders systematically or production wise
- Clarifications for orders that have issues on distribution and production side (serial number, general notes, incorrect addresses
- Manage Sales Force cases with expedites
- Analize orders that are stuck, in production or in order entry process
- Pushing orders on normal process from beginning to end (delivery)
- Analise stuck and credit and return orders
- Medical manufacturing plant
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
Customer Service Representative / Account Supply Chain Specialist
Sensata Custom Sensors Tijuana
07.2018 - 08.2022
- Company Overview: manufacturing plant
- Managing special accounts (House Accounts & Large Accounts)
- Planning production for customer’s materials
- Quotes for materials by volume and parts
- Monitor and follow up new and open orders, expedited orders and escalated orders
- System JDE Edwards /Sales Force
- Enter new Orders and confirm Orders to customers
- Logistics: Trace Orders shipments / Create tracking numbers / Packing Slips / Invoices
- Investigating New components or new items on open market
- Taking phone calls of customers and making calls to advise status for customers
- Taking Customer meetings due to escalations or to verify new production plans
- Customer Service Experience
- NEW ITEM ( SPECS)
- RGA / RMA and Credits for Customers
- Create OPOR For customers (Open Order Reports) With current dates
- Rush Orders and push escalations to make things happen for the Customer
- EDI process for new Orders
- Partial Shipments /allocating materials for customers
- Arranging shipments according to customer’s requests
- Manufacturing plant
Customer Service Representative / Account Management
Liberty Carton de Mexico
01.2018 - 06.2018
- Managing Special Accounts (House Accounts & Large Accounts)
- Planning of Materials as well as stock for special accounts
- Quotes for Materials by volumen and parts
- Monitor and follow up new and open orders, expedited orders and escalated orders
- System AMTECH IMAGINERA
- Logistics: Trace Orders
- Customer Service Experience
- NEW ITEM ( SPECS)
- RGA and Credits for them
Senior Customer Service / Special Accounts Representative
ILM Industrias La Mesa S.A. de C.V.
04.2014 - 01.2018
- In charge of giving and deliver the best service indoor and outdoor
- Maintain Customer Experience
- Validate orders, verify available materials
- Expedite orders based on customer Requirements
- Special Account management
- Back Order Reports, Back Log and Production planning reports for verification
- Continuous Improvement proyects
Senior Customer Service
B & I TRIM PRODUCTS (Mam de la Frontera, S.A. de C.V.)
08.2007 - 01.2012
- Responsible for sales and provide the best customer service possible
- System MRP / ERP NAVISION
- Planning and Lead Times
- Quotes for shipments and products
- Specified Targets and supporting other departments in different tasks
- Monitor and maintain regular, expedited and escalated orders
- Logística: Trace/Import/Export/ Out Bound and Inbound Material
Bilingual Customer Service
Telvista
03.2004 - 08.2005
- Inbound Calls
- Customer service as well as collection calls
Customer Service
Hidalgo Asesoria Aduanal, S.C.
02.1998 - 03.2004
- Custom Documentation (Pediments, Custom Clearance Dept.)
- Logístics and Traceability
- Coordination of transportation
- Billing and formalities before Government dependencies
Education
High School Diploma -
CBTIS #146
Tijuana MexicoUniversity - International Business
UABC
Tijuana MexicoSkills
- Leadership
- Team player
- Multitask
- Training, coaching, feedback
- Organized / responsible
- Strong communication skills (written, spoken), effective communication skills
- Management, direction & problem solving
- Deadline oriented
- Root cause & problem solving
- Typing speed
- Time management & prioritization
- Share point of view
- Quick learning
- Adaptability & flexibility
- Internal customer service
Certification
Green Belt (Lean Manufacturing Customer Service)
Mrp Systems
- SAP System
- INFOR System
- WIMO
- Sales Force
- Oracle System / JD Edwards
- ERP / MRP
- AMTECH IMAGINERA
- MAGENTO (Customer Platform)
Equipment And Tools
- Copy machine
- Fax
- Phone
- Scanner
- Computers skills (Microsoft program, Outlook, spreadsheets, graphs, internet, apps, etc.)
Scholarship
CBTIS #146 (Playas de Tijuana), International Business (UABC)
Timeline
Data Entry / Order Entry Supervisor
WSA Audiology Mexico SA. De CV. (Medical Plant)
11.2023 - 11.2024
Customer Care Representative
WSA Audiology Mexico SA. De CV
09.2022 - 11.2023
Customer Service Representative / Account Supply Chain Specialist
Sensata Custom Sensors Tijuana
07.2018 - 08.2022
Customer Service Representative / Account Management
Liberty Carton de Mexico
01.2018 - 06.2018
Senior Customer Service / Special Accounts Representative
ILM Industrias La Mesa S.A. de C.V.
04.2014 - 01.2018
Senior Customer Service
B & I TRIM PRODUCTS (Mam de la Frontera, S.A. de C.V.)
08.2007 - 01.2012
Bilingual Customer Service
Telvista
03.2004 - 08.2005
Customer Service
Hidalgo Asesoria Aduanal, S.C.
02.1998 - 03.2004
High School Diploma -
CBTIS #146
University - International Business
UABC
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