Customer Service Manager

Eric Volk

**** ***** *** * ** Louis Park, MN ****6

Phone: 651-***-****

E-mail: ********@*****.***

Objective

To obtain a position that will enable me to use my successful

organizational abilities, communication skills, and experience to

contribute to the overall business success of the organization.

Education

Bachelor of Arts - Political Science

University of Minnesota - Morris, MN ('98)

Associate of Arts - Liberal Arts

North Dakota State College of Science - Wahpeton, ND ('97)

Experience

Domestic Forwarding Manager

January 20011 - Present Interlog USA / American West Worldwide Express -

Minneapolis, MN

. Responsible for costing, pricing, and movement of cargo outside of

asset-based infrastructure

. Establish and maintain effective relationships with vendors/carriers

. Hire, train, lead, and supervise domestic forwarding and brokerage

staff

. Develop complete vendor/carrier establishment protocol

. Develop pricing and routing guides for established and potential

freight opportunities

Manager of Transportation & Logistics / Biomass Procurement

January 2009 - December 2010 Rahr Malting Company - Shakopee, MN

. Act as Rahr Malting Company's primary management representation to all

transportation and logistics providers

. Negotiate rail and truck freight pricing and contracts

. Effectively manage assigned car fleet to maximize performance and

minimize demurrage

. Defend company position in regards to outstanding freight claims

. Work with customer freight and operations groups on developing and

implementing cost savings measures

. Manage Procurement of co-generation plant raw materials to ensure

plant meets productions goals and comply with budget restrictions

. Identify and establish external biomass network to ensure proper

supply is met

. Develop and manage outside carrier base and coordinate transportation

of inbound biomass fuels

Motor Carrier Logistics Specialist - Flour

October 2007 - October 2008 Horizon Milling, LLC - Wayzata, MN

. Manage flour motor carrier base for Horizon Milling, LLC including

both van and pneumatic carriers

. Function as lead on motor carrier food-safety issues and conduct

training with motor carrier base to ensure that all food safety

policies are being met

. Effectively acquire spot capacity and negotiate desired rates when

needed to assist mill logistics personnel for all facilities nation-

wide

. Procure new carriers as needed, while ensuring they meet appropriate

insurance, safety, and pricing requirements

. Create facility-specific lane bids, analyze the results, and appoint

the appropriate carriers to the business. Process includes contract

and rate negotiation, food-safety training, and performance reviews

Carrier Pricing Analyst - Feed

May 2006 - September 2007 Horizon Milling, LLC - Wayzata, MN

. Manage mill-feed motor carrier base for Horizon Milling, LLC - Feed,

which includes monitoring insurance compliance, negotiating hauling

contracts, and measuring performance by established metrics

. Effectively acquire spot capacity and negotiate desired rates when

needed to assist Logistics Coordinators for all facilities nation-wide

. Help resolve any billing issues by acting as liaison between

accounting and logistics groups. Approve or deny rate changes,

discrepancies, and detention requests

. Communicate via a weekly report the status of the truck market for

Management, including detailed analysis by geographical region, as

well as update fuel surcharge and industry information to be

distributed to entire group

. Procure motor carriers for new Cargill hopper/end-dump business. This

includes sourcing carriers at multiple sites, conducting on-site

carrier meetings, negotiating hauling contracts, and monitoring

insurance compliance

Marketing Engineer

April 2005 - May 2006 Dart Transit Company - Eagan, MN

. Process, coordinate, and complete bid packages for both existing and

potential customers requesting truckload pricing

. Analyze and interpret bid information and data and give

recommendations on pricing issues to Marketing and Operations

Management to help maximize profitability

. Experience with Netwise pricing and network optimization system

. Review and approve customer contracts, fuel, and accessorial programs

to ensure profitability and limit company liability

. Continuously analyze customer rates and profitability, put together

detailed market analysis, and report results to upper Management

. Quote rates and answer billing questions to customers

. Maintain solid working relationships with all departments within the

company, as well as internal and external customers, helping to

increase productivity and maximize customer satisfaction

Agent Account Manager

July 2004 - March 2005 Dart Transit Company - Eagan, MN

. Book, make appointments, and follow to completion loads for various

customers while providing superior customer service, as well as being

proactive in servicing the customers' needs

. Manage and dispatch a board of up to 20 drivers, which includes

overseeing financial success of the contractors, as well as monitoring

home-time, and ensuring contractors run legally and on-time according

to the DOT hours of service

. Main point of contact for Dart's agents, agency drivers, as well as

internal and external customers

. Quote rates to agents looking to secure business on a daily basis

. Maintain solid, positive relationships between Dart agents, Operations

and Marketing personnel, drivers, and customer contacts

Rate Analyst

Jan. 2003 - June 2004 Werner Enterprises - Omaha, NE

. Coordinate, process, and complete formal bid packages to current and

potential customers, this includes van, flatbed, and intermodal

pricing

. Quote rates and answer billing questions to customers and internal

personnel

. Involved in RFP process for bidding out existing business to other

carriers and Third Party Logistics companies

. Analyze and interpret bid information and data and give

recommendations on pricing issues to Marketing and Operations

Management to help maximize profitability

. Continuously analyze existing pricing to maintain margins and to

adjust areas where needed

. Maintain solid relationships and open communication with Werner

outside sales force as well as Marketing and Operations contacts to

ensure customer satisfaction

Associate Manager - Customer Finance and Administration

Oct. 2001-Dec. 2002 ConAgra Frozen Prepared Foods - Omaha, NE

. Manage all activities focused on the financial administrative support

of the Frozen Foods Retail Sales department

. Handle the collection of past due invoices, including analyzing and

directly contacting customers with chronic payment problems

. Train, lead and develop the finance administrators in all facets of

their jobs

. Supervise daily activities of 6 employees

. Developed strong working relationships with key personnel in other

departments with which CF&A interacts on a consistent basis (sales,

trade marketing, customer service, etc.)

. Analyze customers on a continual basis, identify and resolve problem

areas and obtain optimal efficiency

. Maintain a solid liaison and open communication with customers and

sales personnel to ensure a constant flow of critical information

Coordinator of Finance

Nov. 1999-Oct. 2001 Union Pacific Distribution Services - Omaha, NE

. Coordinate receivables for multi-million dollar account. This

includes being contact point for financial issues and supervising

daily operations for the account

. Communicate frequently with Intermodal, Operations, and Logistics team

members to resolve any current issues and to troubleshoot any future

problems that may arise

. Frequently travel to customer and vendor sites to resolve outstanding

issues and to maintain client relations

. Maintained carrier and customer rate appendix and responsible for

implementation of new lane rates and communicating them with customer

procurement analysts

. Responsible for communication with upper management on the activity of

the account, as well as ways to improve accuracy and performance,

using various reports run on programs like Oracle, Access, On Demand,

and Focus

. Actively use programs such as Microsoft Word, Windows, Excel, Outlook,

and Lotus Notes database, as well as customers' internal and inventory

systems

. Candidate for AST&L Certification

Contact this candidate