Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently. Exceptional knowledge in handling distribution accounts from start up. Motivated to keeping the customer satisfied to enhance productivity for the company.
20 years experience in customer service
Ground and air transportation
Shipment consolidations planning
Warehouse and fulfillment
Imports and exports
Logistics network analysis
Successfully managed the activities of 4 team members. Created training manuals targeted at resolving even the most difficult customer issues.Developed, implemented and monitored programs to maximize customer satisfaction. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Provided a high level of product and leadership support to representatives and clients. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates .Developed rapport with the customer base by handling difficult issues with professionalism. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Generated and distributed daily reports and order acknowledgments to appropriate personnel. Liaison between warehouse and client efficiently setting up bols, invoices, OS&D forms for refusals and damages. Manually created shipments, assigned carriers and dispatched shipments. Coordinated rush orders and order changes.Acted as a liaison between logistics, carriers and customers.Coordinated returns between origin and interim transportation departments.Produced bills of lading and updated shipment status information.Monitored shipments to guarantee on-time delivery.Completed all necessary customs documents and other paperwork. Prepared invoices for customers in the logistics department daily for monthly billing.
Monitored the daily activities of 5 customer support teams. Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers. Compiled statistical information for special reports. Verified and logged in deadlines for responding to daily inquiries. Successfully established effective systems for record retention by creating database for daily correspondence tracking. Coordinated with freight forwarders to expedite international shipments. Established transportation cost standards and economical shipping practices.Key member of global distribution operations team that coordinated shipments across several states and countries. Scheduled loads of products weighing up to 42k pounds onto trailers for delivery. Managed distribution accounts for high end retail markets such as toys and electronics for Walmart, Toys R Us, and Rand International. Monitored department performance data to identify and avoid potential risks. Communicated with floor managers to determine merchandise placement. Forecast mmanpower requirements based on daily workload and company targets.Established transportation cost standards and economical shipping practices.Contacted customers prior to delivery to confirm and coordinate delivery times.
Reviewed new customer orders and requests and manually entered data into a centralized database. Defined appropriate metrics and measurements to drive results. Forwarded client-related quality and service issues to the appropriate manager for resolution. Coordinated returns between origin and interim transportation departments. Produced bills of lading and updated shipment status information.Completed all necessary customs documents and other paperwork.Built partnerships with local organizations to increase company offerings and improve services.
Electronically filed Customers Shipper Export Declarations through AES system for schedule B classification codes. Freight cashier for personal effects to local warehouse from different ports of call. Tracked shipments via steamship lines to advise customer of line holds or duties owed. Monitored emails and phones for resolution of issues with customers containers.
Global Management all aspects of Accounting, Global Management, Human Resources, Management, Health Care Management, Marketing, Technology Management. Expected graduation date August of 2015.
Criminal Justice Specialized emphasis on the fundamentals of the criminal justice system and foundations of criminal law, criminology, legal procedures, and criminal evidence collection. GPA: 3.76
Advanced problem solving, detailed oriented, efficient organizational skills, adaptable to any stressed situation, exceptional knowledge of customer service techniques. Highly skilled in creating and managing all distribution accounts.
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