Supply Chain Customer Support

Professional Summary

Experienced Customer Support and Supply Chain Management professional with over 24 years in Customer Relations, Account management, and Production within the biomedical and commercial workspace sectors (OTC/ PROCURE TO PAY/ ACCOUNTING PROCESS FLOW). Expert at managing complex accounts, ensuring data accuracy, and exceeding client expectations through effective communication and process management. Proficient in ERP systems, regulatory compliance, and training new team members. Bilingual in English and Spanish.

Professional Experience

Global Supply Chain Specialist II

Grifols Diagnostic Solutions Inc., Emeryville, CA

June 2017 – January 2023

Primary contact to the customer, ensuring exceptional support and relationship management throughout the account’s lifecycle.

Validated new sales account setups and established credit limits with Finance before go-live.

Maintained account Master data integrity in SAP MM/SD. Adhered to negotiated GPO tier pricing for products and freight.

Managed contractual terms and billing milestones, including those for government clients.

Coordinated with various internal stakeholders (IT, Finance, Marketing, etc.) to meet client and company objectives.

Reconciled and audited orders against contracts and high-value purchase orders, planning material demand and managing shipment schedules.

Negotiated FTL freight pricing and scheduled critical shipments, ensuring on-time delivery of ice-packed shipments. Resolved any delivery issues promptly.

Generated data-driven reports for internal stakeholders to streamline queries for financial reporting and supply chain forecasting. Ensured compliance with SOX and revenue policies.

Documented regulatory ship time deviations and managed payment resolutions, including creating material return orders, credits and debits as needed.

Trained new hires remotely and developed training materials to support the onboarding process.

Account Specialist

DSM Biomedical, Berkeley, CA

July 2014 – September 2016

Managed domestic and international ophthalmic material orders and ensured production schedules were met.

Communicated with cross-functional teams to expedite production and shipping processes.

Increased company revenue by identifying sales opportunities and maintaining high-value blanket POs.

Secured Master Service Agreement signatures and invoiced for milestone fees.

Interacted between customer, finance and legal teams for account setup and data maintenance in SAP.

Led the implementation of SAP and generated KPI reports for senior clients.

Medical Device Manufacturing Team Lead

DSM Biomedical, Berkeley, CA

March 2005 – July 2014

Led a team in manufacturing cardiac and spine assist device components, ensuring adherence to regulatory standards.

Developed SOPs and managed production records in the QMS for compliance with ISO standards.

Managed schedules, inventory, streamlined purchasing processes, and provided EHS training to 3rd party Cleanroom Lab vendors .

Created and managed the company-wide HR training database and participated in CAPA investigations.

Account Manager

Excel Modular Inc., San Leandro, CA

April 2011 – March 2023

Implemented scheduling systems for contractors and established standard operating practices.

Managed quotes, POs, financial statements, and invoicing for commercial installation projects.

Liaised between project managers and contractors to ensure project specifications and safety.

Education

Piedmont High School

High School Diploma

Skills

Customer & Account Management: Over 10 years of experience managing corporate accounts and customer relationships.

Production Management: 24+ years in production environments, adhering to GMP, FDA, and ISO standards.

Regulatory Compliance: Proficient in HIPAA law, FDA, SOX, and ISO regulatory requirements.

ERP & MDM Systems: Experienced with SAP, SYSPRO, MasterControl, Training Compass, CRM, Salesforce, GHX, ServiceMax, and more.

Financial Management: Skilled in generating financial reports, handling payment resolutions, and managing billing processes.

Training & Development: Developed training materials and trained new hires (including remote).

Technical Skills: Proficient in Microsoft Office 365 Suite (Word, PowerPoint, Outlook, Excel).

Soft Skills: Strong interpersonal skills, effective communication, self-motivated, and proactive.

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