Sara Torres, MBA
Director of Customer Service & Logistics at Zero Egg- Claim this Profile
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Spanish -
Topline Score
Bio
Credentials
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FSMA FSVP Certification (Qualified Individual)
Association of Food Industries, Inc. (AFI)Nov, 2020- Nov, 2024
Experience
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Zero Egg
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United States
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Food & Beverages
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1 - 100 Employee
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Director of Customer Service & Logistics
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Mar 2022 - Present
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.Key Contribution & Accomplishment:• 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.
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Freeze-Dry Ingredients, Inc.
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Food and Beverage Services
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Team Manager Customer Service and Sales Support
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Sep 2020 - Feb 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 North America, 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).Key Contributions & Accomplishments:• 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.
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Customer Service Manager
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Jul 2018 - Sep 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.Key Contributions & Accomplishments:• 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.
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Newly Weds Foods
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United States
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Food and Beverage Manufacturing
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700 & Above Employee
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Customer Service Manager
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May 2007 - Jun 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. Key Contributions & Accomplishments:• 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.• 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.
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Customer Service Representative
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Apr 2004 - May 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.
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Education
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2020 - 2021
University of Phoenix
Master of Business Administration - MBA, Business Administration and Management, General -
2019 - 2020
University of Phoenix
Bacheler of Science in Business, Business Management
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