Marcos E. Munoz
USA / New Jersey / Remote,G
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Customer-focused professional with successful 15-year career in Operations, Marketing and Customer Service. Effective leader and problem-solver which excels at streamlining operations to decrease costs and promote organizational efficiency. Offering hardworking mentality and history of success coordinating and monitoring operations across various departments.
Overview
18
18
years of professional experience
Work History
Associate Marketing Mgr. -Product Life Cycle
Stryker
Mahwah, NJ
05.2016 - 03.2021
- Responsible for lifecycle management planning and execution of product launches. Execute Phase out & Obsolesces Communications plan in partnership with Marketing, Finance, Distribution, and Customer Service.
- Support Joint Replacement Implants and Mako Robotics business by managing lifecycle code changes required to enable product roll outs, sustaining activities, as well as phase out and obsolescence execution.
- Achieve and execute roll out plan and launch targets according to commercialization plan.
- Analyze and schedule order management activities to support forecasts, target inventories, and multiple supply chain activities.
- Create and provide sales, inventory, shipments, backorder, open orders, data to Field Ops and Marketing teams.
- Lead Monthly Operations Calls, providing new launches, sustaining products, obsolesces communication.
- Provide support by answering and/or resolving customer questions and/or issues on assigned products both telephonically and in person.
- Work with marketing and field locations on deploying inventory for new product launches, and reviewing inventory turns and make recommendations on increasing or decreasing stock levels.
- Coordinate with customer service, production, and logistics service providers to ensure on-time and error-free delivery of goods.
- Support execution of product life-cycle management process for all new product launches and phase-outs, as it relates to demand planning function.
- Completed in-depth reviews of market conditions and customer preferences for products.
- Managed full-cycle product and production strategies including estimating costs, managing resource allocation and adjusting production schedules.
- Aligned activities with corporate objectives by coordinating marketing, sales and customer service.
Product Support Lead - Customer Service
Stryker
Mahwah, NJ
10.2012 - 05.2016
- Answer high volume of calls by addressing customer inquiries, solving problems, providing accurate product information, and solving inquires during surgical live calls.
- Support sales rep, marketing, hospitals, and distribution for on call after hours emergencies 24/7, including holidays.
- Developed highly empathetic client relationships and earned high reputation for exceeding service standard goals.
- Assist sales force / branches through OR Assist hotline with their surgical inquiries. First point of contact for all patient product related enquiries.
- Process Internal departmental, Divisions, Government, Hospitals, and Donations orders.
- Create and upkeep team metrics (daily, weekly, monthly, and quarterly).
- Effectively communicate with patients, salesforce, marketing, hospitals, and administrative teams on daily basis.
- Setting up training programs for internal team (includes recon and trauma product training).
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Execute pricing in ERP system, including working with Contracts and Pricing team to validate current contract are loaded in ERP system.
- Provide timely communication of pricing disputes from customers and ensure understanding of accurate contract and pricing terms.
- Implement and support Quality initiatives throughout Customer Service workflow processes.
- Implement procedures to maintain accurate inventory records in ERP system through proper billing and replenishment processes.
- Maintain reporting and dashboards in CRM system, communicate and drive key metrics with CSRs.
- Worked with manager to recruit, hire, retain and engage talented associates.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Led support team as level-two supervisor providing assistance users globally in 24/7 support environment.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Develop and maintain required new skills, including sales training, sales university, cadaver labs and live surgeries.
Mailroom Clerk Lead - Office Services
Stryker
Mahwah, United States
02.2009 - 10.2012
- Maintaining staff by orienting and training employees; establishing priorities and monitoring overall progress.
- Maintaining workflow by monitoring steps of mailroom process; observing control points and equipment, monitoring personnel and resources, implementing cost reductions.
- Led Mailroom / warehouse improvement initiatives to advance operational efficiencies.
- Handling all required freight carriers such as FedEx, Ups, and DHL.
- Coordinating maintenance and upgrades in fitness department as required.
- Handling shipping and receiving communications with archiving company (GRM).
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Boosted warehouse operations efficiency by overseeing dispatching and setting optimal employee schedules.
- Met warehouse operational needs through efficient staffing and resourcing of materials and equipment.
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Supervised and responsible for 3 Direct reports.
- Supervised mailroom, ensuring all incoming mail (USPS, messenger overnight couriers) was distributed to clients and all outgoing mail was processed and ready for outgoing delivery.
- Responsible for shipping medical supplies internationally with working knowledge of customs and its practices.
- Coordinated all internal and external messenger pickups and deliveries.
Assisted with special projects and errands designated by VPs including preparation of presentation materials. - Oversaw conference room booking for internal and external client meetings and provided logistical support for meeting needs including catering, equipment, conference materials, and handouts.
- Liaised between shippers and clients to execute orders requiring expert management.
Lead Packaging Associate - Packaging
Stryker
Mahwah, NJ
05.2006 - 01.2009
- Picked, packed and shipped orders to meet daily requirements.
- Checked quality of product before it leaves production. Kept production equipment running optimally for high quantity and quality.
- Caught many major rejections other shifts did not notice. Skills Used Multi-tasking, troubleshooting, attention to detail, leadership.
- Achieved production targets by maintaining high productivity levels and communicating effectively with team members regarding orders and fulfillment.
- Complied with all regulatory/cGMP guidelines, and Legacy Pharmaceutical Packaging standards and policies.
- Inspected and packaged products meticulously according to manufacturing specifications.
- Operated machinery, clean room/equipment and execute packaging process according to batch records.
- Examining and inspecting products in order to ensure that packing specifications are met.
- Minimized waste by strictly following packing procedures and reducing volume of packaging materials used to prepare shipments.
- Running clean line machine, handling sterilization of products and components.
- Maintaining inventory counts, ordering packaging supplies and creating product transfers.
- Checked for damage to products and packages making sure product was intact and had appropriate quantity
- Manually inspected, opened product/components, packed finished goods into shippers, etc and other duties as required.
Skills
- Outlook, Word, Excel, PowerPoint, Oracle, Expandable, GIM System, Power-Bi, Boss, Tableau, Web Ops, ERP and AS400
- Customer-focused, Customer Service, Client relations, Strategic Planning, Supply chain, Logistic, Branding, and Marketing
- Account Receivable , Billing, Recording, Reporting, Contracts, Data Entry, Documentation, Administrative support
- Effective problem solver, Technical Support, Complaint resolution
- Shipping, Receiving, Hazardous-material, Inspection, Quality, Safety PPE, Warehousing
- Hip / Knee / Trauma fundamentals
- Leadership, Team Player, Project Management, Employee training
- Marketing plan development, Service marketing, administrative support
Timeline
Associate Marketing Mgr. -Product Life Cycle
Stryker
05.2016 - 03.2021
Product Support Lead - Customer Service
Stryker
10.2012 - 05.2016
Mailroom Clerk Lead - Office Services
Stryker
02.2009 - 10.2012
Lead Packaging Associate - Packaging
Stryker
05.2006 - 01.2009