Customer Service Representative

CASSANDRA GOLLBACH

CLAYTON, NC ***** 919-***-**** ad5mon@r.postjobfree.com

PROFESSIONAL SUMMARY

Motivating Logistics Expert skilled in estimate material, time, and staffing requirements. Monitors work environment to promote safety, detecting and resolving hazards to safeguard personnel and company assets. Oversees daily operations, applying knowledge of Safety and Lean to support operations.

SKILLS

Complaint resolution

Information Security

Transportation Management

Customer Service

Quality Control

SOP compliance

Effective Communication

Cost-reduction strategies

Conflict Resolution

Vendor Management

Team Leadership

Decision Making

Account Management

Training and Development

EXPERIENCE

Customer Service Representative

AFEX Raleigh, NC

March 2024 - Current

Answered customer questions about policies and procedures with friendly and knowledgeable approach.

Investigated and resolved customer concerns related to order inquiries and delivery tracking.

Maximized satisfaction by anticipating needs and consistently offering expert support.

Documented, researched and resolved customer service issues.

Collaborated across departments to resolve customer-related issues.

Enhanced customer satisfaction with fast, knowledgeable service.

Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.

Monitored social media platforms for relevant customer feedback and responded accordingly.

Provided accurate information about products and services to customers.

Collaborated with other departments to ensure prompt resolution of customer concerns.

Analyzed customer feedback to identify trends and suggested improvements for business.

Logistics Supervisor

Coty- HFC Sanford, NC

October 2017 - February 2024

Met timetables by quickly resolving transportation, logistics and customer issues.

Tracked and improved supply chain management by establishing specific performance measurement systems.

Achieved financial targets with effective negotiation of transportation rates and services.

Communicated with freight forwarders and carriers to facilitate favorable partnerships and reduce costs.

Implemented safety standards within warehouse environment to reduce accidents and injuries.

Oversaw daily operations of warehouse and transportation teams, ensuring efficiency and timeliness.

Analyzed data to identify areas for improvement in logistics process, implementing changes as needed.

Promoted and enforced adherence to safety protocols and OSHA requirements for logistics team.

Maintained relationships with carriers and negotiated contracts to secure best rates and service levels.

Calculated load distribution requirements to identify proper packaging and vehicle transport requirements.

Established departmental goals aligned with overall company objectives.

Trained new team members on company procedures, software systems, and other relevant information.

Evaluated employee performance through reviews, providing feedback for professional growth opportunities.

Ensured compliance with local, state, federal, and international regulations governing transportation of goods.

Streamlined communication between logistics team members through weekly meetings or project management tools.

Collaborated with sales and customer service teams to resolve any issues related to shipments or deliveries.

Verified completion of employee training related to SOP compliance.

Logistics Coordinator

Boon Edam Lillington, NC

April 2012 - October 2017

Maintained updated shipment status, tracking and tracing loads while in transit.

Supported shipping department operations and inventory control.

Drafted shipment documents, including BOLs, packing lists, invoices, and shipping labels.

Streamlined communication channels between departments involved in order fulfillment.

Communicated with carriers to confirm delivery windows and reduce shipment delays.

Drafted shipment BOLs, packing lists, invoices and shipping labels.

Tracked and traced in-transit loads to stay updated on shipment status.

Conducted regular audits of warehouse operations to identify inefficiencies and areas for improvement.

Assisted in creating logistics policies, standard operating procedures, and best practices for organization.

Negotiated shipping rates with carriers to minimize transportation costs.

Supported seamless imports and exports, accurately completing customs paperwork and shipping manifests.

Maintained accurate records of all incoming and outgoing shipments using inventory management software or systems.

Participated in cross-functional projects aimed at improving overall supply chain efficiency.

Researched and gathered information regarding accessory charges or changes to shipment details.

Ensured compliance with import/export regulations by staying current on customs requirements and documentation procedures.

Evaluated carrier performance regularly through scorecards or other metrics.

Developed strong relationships with key vendors and carriers to optimize supply chain performance.

Organized warehouse layout for efficient storage and retrieval of products.

Set appointments for receiving or delivery and followed-up with destination personnel to confirm receipt.

Transportation Supervisor

Menlo Worldwide Warsaw, NC

July 2004 - March 2011

Met schedule demands by planning efficient transportation routes.

Managed team performance, monitoring field work and correcting issues quickly to maintain service levels.

Maintained team safety by enforcing roles and regulations.

Supervised vehicle maintenance programs to ensure safe and reliable transportation.

Oversaw fleet management activities such as vehicle acquisition, registration, insurance, and disposal.

Conducted regular audits of transportation records to identify discrepancies or inefficiencies.

Monitored inventory levels to maintain optimal stock and prevent shortages or delays.

Coordinated transportation schedules for efficient delivery of goods and materials.

Managed logistics operations to ensure timely and cost-effective transport solutions.

Prepared detailed reports on transportation activities, costs, and performance metrics.

Resolved any issues that arose during transportation process in timely manner.

Developed strong relationships with vendors, carriers, and clients to improve service quality.

Collaborated with other departments within organization to achieve overall business objectives.

Evaluated existing transportation strategies and made recommendations for improvements when needed.

Assessed potential risks associated with various modes of transport and implemented preventative measures accordingly.

Implemented safety procedures in compliance with industry regulations and company policies.

Ensured proper documentation was completed for all shipments, including customs paperwork.

Trained new employees on transportation processes, procedures, and best practices.

Drove forklifts and other operating equipment to move heavy loads and support team by promptly completing tasks.

Conducted regular personnel reviews with departmental personnel.

Encouraged safe work practices and rectified job site hazards.

Customer Service Representative

Hub Group Troy, MI

April 2000 - June 2003

Answered customer questions about policies and procedures with friendly and knowledgeable approach.

Investigated and resolved customer concerns related to order inquiries and delivery tracking.

Maximized satisfaction by anticipating needs and consistently offering expert support.

Managed customer calls efficiently in fast-paced call center environment.

Anticipated needs and resolved problems to keep customers happy.

Documented, researched and resolved customer service issues.

Built trusting relationship with customers to better understand needs.

Handled customer inquiries, payments and service requests.

Answered inbound calls to handle various concerns, set appointments and close sales.

Enhanced customer satisfaction with fast, knowledgeable service.

Collaborated with colleagues and co-workers to deliver quality customer experience.

Contributed to team effort by meeting performance goals and assisting colleagues when needed.

Trained new Customer Service Representatives on company policies, procedures, and best practices.

Processed orders, prepared correspondences, and completed required documentation.

Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.

EDUCATION

Business Administration

Oakland Community College, Auburn Hills Michigan

Business Administration

Johnston Community College, Smithfield North Carolina

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