Grace Cox

Served as primary organizational contact for customer accounts, vendor communications, and operational issue resolution, ensuring timely problem-solving and service continuity. Supported purchasing activities through market comparisons, pricing guidance, and value-conscious recommendations to assist operational decision-making. Managed travel coordination, expense tracking, reimbursement documentation, and administrative records with strong attention to detail and accountability. Developed organizational employee handbook, policies, and workplace procedures ensuring alignment with Virginia and federal labor standards. Maintained operational documentation for continuity. Assisted leadership with operational planning, workflow improvement initiatives, and process evaluation efforts. Functioned as internal co-lead for conflict resolution and employee support initiatives promoting collaborative workplace culture. Represented organization at state, national, and international conferences, strengthening vendor relationships and external partnerships

In Summary:

• Led team in resolving complex customer inquiries, enhancing satisfaction and loyalty.
• Created training materials to enhance staff onboarding and ensure consistent service delivery.
• Streamlined customer support workflows through process improvements, enhancing overall service efficiency.
• Analyzed customer feedback data to identify trends and inform product development.

Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.

Educated customers on product benefits and nutrition to enhance pet health awareness.

• Collaborated with team members to streamline inventory management processes, improving stock accuracy.
• Coordinated sourcing, inventory management, and procurement planning for products and materials, conducting market comparisons and vendor evaluations to inform cost-effective purchasing. Oversaw inventory monitoring systems to ensure supply continuity and minimize operational disruption while supporting transition to new e-commerce platform through inventory restructuring and product categorization.
• Created training materials for new staff, promoting consistent service delivery standards across operations.
• Summarized key points from discussions.

Managed order fulfillment processes, ensuring on-time delivery and customer satisfaction.

Coordinated inventory management, optimizing stock levels and minimizing discrepancies.

• Implemented quality control measures to maintain product standards during packaging and shipping.
• Trained new staff on fulfillment protocols and safety procedures, improving team readiness and effectiveness.
• Answered customer queries and helped manage accounts and orders. Managed end-to-end logistics operations including shipping coordination, vendor communication, documentation management, and order fulfillment. Evaluated shipping carriers and vendor bids, balancing cost efficiency, reliability, and operational effectiveness. Coordinated international logistics including customs documentation, regulatory review, address verification, and certification requirements. Conducted research on international regulations and shipping requirements to ensure operational compliance. Maintained detailed logistical documentation and operational tracking records. Supported vendor issue resolution and expedited delivery concerns to maintain continuity and customer satisfaction
• In summary:

Ensured accurate order fulfillment through systematic picking and packing processes.

Trained new employees as company grew, managed office and shipping inventory, and oversaw integration of eCommerce software with shipping services, resulting in efficient order fulfillment from our websites.

• Collaborated with team members to streamline workflows, enhancing overall operational efficiency.
• Maintained cleanliness and organization of work area to uphold safety standards.
• In Summary: