Taiana Brum

• Guided sales and operations planning meetings, fostering collaboration amongst various functional units within the organisation.
• Cultivated a collaborative environment for effective communication with supply chain partners.
• Established robust relationships with suppliers ensuring smooth supply chain operations.
• Devised strategies for reducing stockouts and excess inventory, improving overall operational efficiency.
• Developed a role model of destruction management - Brazil seen as benchmark in AH.
• Proactively identified potential issues in supply chain process, mitigating risks promptly.
• Assure flawless innovation in the market & the site transfers.
• Developed strategic plans to ensure alignment of supply with customer demands.
• Guarantee high service level: AH CSL: 91%-97% | HP CSL: 98%-96%.
• Conduct cost-saving initiatives within the organisation for increased profitability:

- Inland saving of 0,2MEUR (DTA process)

- Opportunities of savings in MOT change:

C8 (0,1MEUR)

SC54 (0,08MEUR)

• Responsible for the management and transformation of the Customer Service area implementing the front office (billing and order management) and back office (after-sales and complaints) areas.
• In charge of Customer Service harmonization between the Animal Health and Human Health segments.
• Define and implement KPIs (Fill Rate, On time, OTIF, Order Lead Time, Perfect Order, Complaints)
• Develop digital solutions: EDI (automatic capture of customer orders), Delivery track (delivery monitoring), Customer Web portal (order tracking) and tableau dashboards.
• Management of invoicing data for a better connection between the Customer Service, Demand Planning, Logistics and CPFR (Collaborative Planning) areas.
• Structure customer relationship programmes foccused on monitoring service levels, out-of-stock levels and overstocks.
• Raised company reputation with high-quality customer care:
  
  2021:
  1st place DPSP - 2021 | 2022 | 2023
  1st place DISTRIBUIDORA SANTA CRUZ - 2021
  1st place PAGUE MENOS - 2021
  1st place DROGARIA ARAUJO - 2021
  2nd place PANPHARMA DISTRIBUIDORA - 2021
  3rd place RAIADROGASIL - 2021
  
  2022:
  1st place DPSP
  1st place PROFARMA
  2nd place RAIADROGASIL
  2nd place PAGUE MENOS
  2nd place DISTRIBUIDORA SANTA CRUZ
  3rd place PANPHARMA DISTRIBUIDORA
  
  2023:
  1st place DPSP
  3rd place DISTRIBUIDORA SANTA CRUZ
  3rd place PANPHARMA DISTRIBUIDORA
  3rd place VENANCIO

• Coordinate the order entry process in accordance with commercial policies and business rules.
• Support between Demand Planning, Stock Allocation and Logistics areas Responsible for the customer master data processing.
• Monitore Perfect Order, Order Entry Automation, NPS and Service Level Indicators.
• Responsible for managing promotional campaigns and discounts.
• Led the implementation of an innovative methodology (Smart Center) for increased productivity in customer service.

• Support the analysts in the order management and invoicing process, ensuring the interface between Customer Service and other areas.
• SAP Key user.
• First contact in the area for alignments and definitions of processes that impact customers.
• Responsible for implementing projects and training in Customer Service.
• Led the KPI implementation.
• Liaised between customers and internal teams to streamline communication process.