Grace Aynés Cervantes

Results-driven Customer Service & Operations Manager with 10+ years of experience leading fast-paced B2B supply chains and logistics across Latin America. Recognized for an unwavering customer-centric mindset and the adaptability needed to navigate complex operational challenges. Adept at leveraging strong analytical skills for strategic problem-solving and effective conflict resolution.

A collaborative communicator and leader focused on leadership, training, and team development, maximizing efficiency through strict operational discipline and exceptional time management.

Proyect Management & Procurement at Neverías y Cafeterías El Kiosko (2025-01 – Present)

Manufacturing of Ice Cream, Gelato and Coffee.

• Department Foundations: Established and structure the corporate Procurement department from scratch within a family-owned business environment, implementing institutional purchasing processes.
• Strategic Sourcing: Scaled the vendor network from local to national suppliers; designed and executed rigorous identification selection, and evaluation frameworks for all raw materials.
• Standardization and Quality: Standardized quality benchmarks quotation protocols, and purchase order requirements for critical production ingredients (including dairy, seasonal fruits, stabilizers, and emulsifiers).
• Compliance & Technical Control: Authored comprehensive technical data sheets for all products and managed cross-functional projects to ensure 100% compliance with food safety regulations, including HACCP, ISO 22000 AND FSSC.

Customer Service Operations Manager at Sweegen LATAM (2020-07 – 2024-12)

Food Ingredients - FOOD & BEVERAGE INDUSTRY

• System Ownership: Leverage Salesforce CRM and Dynamics 365 ERP to maintain full visibility of the B2B order pipeline, ensuring 100% data accuracy and seamless cross-functional communication.
• Operations Management: Oversaw end-to-end customer service, inventory control procurement, and import/export compliance for regional food ingredient distribution.
• Process Engineering: Developed and executed corporate policies that streamline order fulfillment, reduced delivery lead times, and aligned overall service delivery with organizational growth.
• B2B SLA Compliance: Audited and implemented strict customer delivery requirements, including specialized invoicing, custom packaging, technical/safety labeling, and specific transport truck regulations.
• Team Leadership: Led multi-functional operations teams, establishing KPIs and driving accountability to meet stringent food-safety and delivery quality standards.

Manager Customer Service, LATAM at PureCircle LATAM (2015-08 – 2020-06)

Food Ingredients - FOOD & BEVERAGE INDUSTRY

• Order-to Cash Optimization: Directed the LATAM customers service team utilizing JDEdwards ERP to track orders from inception to final delivery, drastically reducing processing error and enhancing OTIF metrics.
• Data-Driven Decisions: Formulated weekly and monthly inventory, purchasing, and replenishment reports using Advance Excel to support the sales department with high-accuracy demand forecasting.
• Vendor & KPI Management: Defined and monitored performance KPIs for third-party logistics (3PL) providers and internal teams.
• Financial Alignment: Partnered with the Finance department to oversee the billing process for global sales reports, ensuring smooth accounts receivable (AR) cycles and timely credit resolutions.

Manager Customer Service at PureCircle LATAM (2013-07 – 2015-07)

Food Ingredients - FOOD & BEVERAGE INDUSTRY

• Department Foundations: Formed the LATAM Customer Service department from scratch, building localized logistics and order-processing frameworks to support market expansion.
• Supply Chain Control: Supervised procurement, forecasting, and inventory levels, ensuring stakeholder reports matched operational realities.
• Talent Development: Recruited, trained, and mentored customer service associates, fostering a culture of operational discipline and customer-centric problem-solving.

Certification in Supply Chain Professional - APICS México (May2026 up- to-date)

Master Degree in Industrial Administration – UNAM, Facultad de Química (2020 – 2021)

Courses in Finance & Administration – UNAM, Facultad de Química (2019 – 2019)

Bachelor in Trade Relations – IPN – ESCA SANTO TOMAS