Miguel Angel Moreno Perez

• Developed a high-performing team of Customer Service Representatives thru coaching initiatives. • Fostered ownership, accountability, and continuous improvement of the culture of the department. • Designed onboarding and training programs and strategies focused on efficient performance and knowledge retention. • Subject matter expert in internal systems (ERP, MRP, CRM, EDI) for effective utilization. • Identified automation needs for digital solutions to streamline repetitive tasks. • Standardized processes to improve speed and service accuracy. • Coordinated with key cross-functional teams such as Sales, Engineering, Quality, Production Planning, and Warehouse distribution to align priorities and resolve issues quickly. • Collaborated with different company divisions, plants, and regions along with corporate counterparts to implement and uphold best-in-class SOPs. • Managed order-related operations including data entry, allocation, distribution, and customer communication. • Function as a point of escalation for complex or critical customer issues. • Maintain, implement Service Level Agreements & pricing structures in ERP and CRM systems. • Partner with Sales to provide strategic and tactical support for order, lead times, pricing, (RFQ), and availability inquiries. • Support upselling and cross-selling efforts in coordination with Sales, based on customer needs and business objectives. • Enhanced the customer order entry portal in collaboration with IT and other teams, ensuring high functionality. • Supported compliance and fine mitigation efforts by meeting contractual obligations (SLA’s). • Partnered with Accounts Receivable to resolve payment issues and manage customer credit. • Served as the “Voice of the Customer,” gathering feedback, driving process and product improvements with cross-functional teams. • Built strong, reliable relationships with customers, acting as a trusted point of contact 24/7.

• Analyze, develop, and propose S&OP targets for the site with collaboration from marketing, sales, and new product introductions teams. • Reached 96% attainment of annual sales budget/FCST ($179M actual vs $187M FCST). • Achieved 64% savings in air freight between sites, spent $431k compared to the previous period of $672k. • Improvement of on-time deliveries from 60% to 84% within a 12-month period. • Track & implement department KPI's such as on-time deliveries, backorder, cost avoidance, attainment plan, cost reductions, root cause analysis, etc. • Daily/Weekly track of sales vs. NBO vs. velocity codes (LT). • Support new product launches through NPI process (release for mass production). • Creation and implementation of S&OP standard work sheet & job descriptions. • Facilitate and support subordinates to resolve issues or conflicts involving day-to- day activities. • Interaction with all departments including upper management relating to operation performance, production targets, sales targets, shipments OTD etc. • Mayor interaction with Sales, Customer Service & Project Management regarding key projects status/progress & others.

• Monthly creation/generation of a production schedule based on sales targets. • Plan production commitments or timetables for business units using sales forecasts. • Forecast analysis, review & maintenance. • Shop floor capacity review/analysis. • Confer with established personnel, vendors, or customers to coordinate production or shipping activities and to resolve complaints or eliminate delays. • Inventory management for raw materials & FG. • Daily order review (reschedules - push in/push out). • Customer expedites management, on-time delivery & follow-up. • ECO management (review/approval/phase in, phase out follow up). • NPI involvement (support & follow up). • Record production data, including volume produced, consumption of raw materials, or quality control measures.

· Work with MPS - release & follow up of orders on the shop floor (WIP). · Daily MO reviews (reschedules, push in/push out). · Inventory management for FG. · Raw material inventory replenishment (Future First portal). · Customer expedites and priorities. · New product support, samples, expedites etc. · On time delivery follow-up.

• Communication with customers to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. • Management of 40 customer accounts. • Daily EDI submittal into the system (Firm & FCST / 860, 862). • Daily backlog review and order expedites (priorities, OTD, past dues, etc.). • Customer line-down negotiations (expedites and premium freight requests) • Responsible for order pricing review, quotes, and general Inquiries (warranty, returns, etc.). • Determine charges for services requested, collect deposits or payment or arrange for billing. • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.