Alana Midori Fukuda Munhoz

• Liderança e desenvolvimento das equipes responsáveis pelo atendimento ao cliente, gerenciamento de pedidos e suporte aos processos de pré e pós-venda da região AMERICAS (Brasil, México e Estados Unidos), com 3 reportes diretos em nível de supervisão e mais 25 indiretos. • Participação em projetos regionais e globais, definindo estratégias para aprimorar a experiência do cliente. • Implementação de processos para otimização de cadeias de valor, integrando funções e regiões, com foco na redução dos tempos de ciclo de pedidos e embarques. • Proposição e adoção de soluções tecnológicas e automação, reduzindo custos operacionais e aprimorando processos. • Garantia de conformidade com padrões globais e monitoramento de desempenho por meio de KPIs e OKR. • Promoção de ambiente de melhoria contínua e eficiência operacional.

Management, development, training and performance evaluation of the team that is responsible for providing pre-sales and post-sales service to customers throughout Latin America (Customer Service, Export and Logistics), with shipments from the United States, Brazil and Mexico; Guidance with doubts and problems; Acting in partnership with Planning, Business Operations, Sales, Finance and Quality to resolve escalated requests of status, production, delivery, billing and warranty; Contact with customers related to operations or scheduling of specific phases of projects or contracts; Creating, modifying, interpreting and executing policies and processes; Management, participation and optimization in projects, ensuring that they are completed on schedule and within budget; Function as an advisor to the division regarding tasks, projects and operations; Conduct and participate in technical meetings for internal and external representatives concerning specific operations; Analyze and implement actions to increase the customer satisfaction level; Management and proposal for the calendar of promotional actions and collaborative agenda with customers; Prepare and control the annual budget; Review service level reports and KPIs and present results to the leadership team.

Supervision, development, training and performance evaluation of the team that is responsible for providing pre-sales and post-sales service from the United States, Brazil and Mexico to Latin America; Guidance with doubts and problems; Monitor daily operations of the Customer Service, Export and Logistics areas; Optimization of processes and costs, maintaining the service level; Analyze and implement actions to increase the customer satisfaction level; Management and participation in improvement projects and new processes; Management and proposal for the calendar of promotional actions and collaborative agenda with customers; Acting in partnership with Planning, Business Operations, Sales, Finance and Quality; Prepare and control the annual budget; Prepare and analyze service level reports and KPIs and present results to the leadership team.

Supervision, development, training and performance evaluation of the team that is responsible for providing pre-sales and post-sales service from Brazil to South Latin America; Guidance with doubts and problems; Monitor daily operations of the Customer Service, Export and Logistics areas; Optimization of processes and costs, maintaining the service level; Analyze and implement actions to increase the customer satisfaction level; Management and participation in improvement projects and new processes; Management and proposal for the calendar of promotional actions and collaborative agenda with customers; Acting in partnership with Planning, Business Operations, Sales, Finance and Quality; Prepare and control the annual budget; Prepare and analyze service level reports and KPIs and present results to the leadership team.

Management of information to support the Customer Service and Sales teams (order status, stock availability, scheduling, billing and delivery tracking); Management of orders with special prices; Control and contracting of transports; Lead time, occurrences, returns and service level control; Customer registration and maintenance; Analysis of weekly results, identifying possible non-conformities; Prepare and analyze service level reports and KPIs and present results to the leadership team.

Assistance to distributors and end customers to follow up with the open order; Open Order management (processing, scheduling, invoicing and delivery); Billing information control; Management of the process from product returns to credit release or replacement; Analysis of inventory versus demand (follow-up carried out with Planning team); Follow-up of the import process from the order entry to the delivery at the Distribution Center; Product expiration control.

Assistance to distributors to follow up with the open order; Open Order management (processing, scheduling, invoicing and delivery); Prepare and analyze service level reports and KPIs.

Inventory analysis and control; Inventory adjustment; Open Order management (processing, scheduling, invoicing and delivery); Receipt of assets; New projects and replacements; Apportionments focused on transportation; Adjustment on systems; Registration of new items; Depreciation; Prepare service level reports and KPIs.