Customer Service Manager

Joseph L. Sharp

**** ***** **** **

Florence, KY 41042

Phone: 859-***-****

**********@****.***

OBJECTIVE

A role through use of strong organizational and analytical skills that will

contribute to overall profitability and increased production.

SUMMARY

( Working knowledge of most general office equipment and computers:

( Windows, Manugistics, AS400, Lotus Smart Suite, Word Pro, Microsoft

Office 2000 Professional Excel, Access, Word, Power Point, Lotus Notes,

Outlook, Road Runner ( Professional in

the use of interpersonal skills with internal and external business

associates and customers.

( Effective multi task ability

( Experienced in the operations and administrative functions of the

business world with focus on customer satisfaction.

( A self starter aware of the value and committed to the total TEAM

effort to achieve goals

( Exceptional ability to analyze and implement solutions to the

challenges of the business world while maintaining the established

policies and procedures of the company.

( Proven record of 35 years experience in operations and administrative

functions

EMPLOYMENT HISTORY AND EXPERIENCE

Sara Lee US Foods 513-***-****

11370Reed Hartman Hwy Cincinnati OH 45241 3 /08/2004 - 12-14-2007

4/20/2001 - 1/03/2003

Track & Trace Associate

Job Description

( Track and trace each order providing assistance to assure on-time

service.

( Update the transportation management system with appointment times

providing customer service

( Follow documented procedures to track and document the status of each

order

( Communicate with core carriers and to resolve issues, and gather facts

regarding order status.

( Develop working relationship with core carrier base

( Authorize delivery charges requested by the carrier.

( Determine the validity of carrier requests in regards to delivery charges

( Determine the amount of compensation a carrier should receive for

delivery charges.

( Maintain the accessorial tracking database for all reported

authorizations.

( Update and maintain the tracking database for all orders

( Maintain and provide delivery reports by customer.

( Monitor department email and input information obtained in the on-time

service report.

( Update and maintain carrier contact names, phones numbers and email

addresses with in the database.

( Ensure all company policies and systems. reported information is accurate

and timely.

IntelliTrans LLC 513-***-**** 9/03/2003 --

3/5/2004

644 Linn St Suite 600 Cincinnati OH 45203

Fleet Coordinator

Essential Job Functions:

. Monitor idle rail cars on a daily basis and contact railroads to

obtain schedules and expedite as necessary

. Prepare and forward diversion letters and advance bills to railroads

. Provide follow-up on rail cars to ensure accuracy

. Monitor cars that have changed from empty to load within 24-48 hours

and correct destination on misroutes

. Provide accurate daily reports to customers

. Gaither information from railroads for bad ordered and overloaded cars

. Relay information on long delays or situations that require fleet

manager action

. Monitor and correct misrouted cars on a daily basis

Critical Skills

. Working knowledge of computer and use of Microsoft Word, Excel, Access

and Internet Explorer

. Excellent telephone skills and ability to communicate with internal

and external customers

. Ability to work independently exhibiting independent initiative and

analytical ability

. Strong organizational skills

. Detailed oriented

. Ability to perform work with a high degree of accuracy

Sara Lee US Foods 513-***-****

3241 Spring Grove Avenue, Cincinnati, OH 45225 4/20/2001 to

1/03/2003

Load Planner

Job Objectives: Ensure efficient, timely and economical movement of

materials and products to

meet customer expectations at the lowest total

costs.

Essential Job Functions:

( Ensure all daily transportation planning activities timely and

effectively to meet customer expectations at the lowest total costs.

( Frequent and critical internal contacts with sales, production,

purchasing and cost accounting in support of arranging transportation of

product

( Coordination of carrier inbound and outbound activity at the

distribution centers enabling proper trailer scheduling and continuous

movement loading when possible.

( Liaison with customer service for resolution of customer order issues

( Freight tendering and carrier coordination of load acceptance and

customer appointment confirmation

( Coordination and resolution with distribution facilities on exceptions

and short lead-time order handling.

( Assist Manager of transportation and Warehousing with carrier rate and

management issues involving service, pallets and claims.

( Examine carrier costs and services, identify and recommend

improvements.

( Develop reporting capabilities that measure and support efforts of

managing all carrier and warehouse activities.

( Edit all correspondence for accuracy and professionalism.

( Monitor own e-mail throughout the day for communications.

( Support and work within all company policies and systems.

Critical Skills

( Demonstrated knowledge of traffic practices, including transportation

regulations, rates and services.

( Ability to work independently.

( Excellent communication skills.

( Personal Computer skills.

Freight Pay Administrator

Job Objectives: Audit freight invoices based on the rates established and

ensure accurate data is available to support the accrual process.

Essential Job Functions:

( Maintain an information/tracking database for invoices received

( Receive and catalog invoices into the accrual database

( Audit invoices that are submitted for payment

( Contact carriers to retrieve copies of any rates in question

( Make recommendations based on information trends to minimize workload

and billing discrepancies

( Communication with carriers to resolve billing issues

( Distribute and monitor invoices to third party billing service

( Complete notice of short pays and submit to Carriers as needed.

( Edit all correspondence for accuracy and professionalism

( Assist in freight invoice validation for services supporting refusal

and redelivered inventory.

( Monitor own e-mail throughout the day for communications.

Critical Skills:

( Highly proficient with PC programs, with heavy emphasis on spreadsheets

and databases.

( Ability to develop teamwork rapport with individuals at all levels of

the organization.

( Strong analytical, verbal and written communication skills.

( Ability to prorate invoices.

Professional Logistics Management Company ( Pacer International )

1340 Treat Blvd Suite 200 Walnut Creek Ca 94596 4/2001 to

10/2001

Note: Professional Logistics was under contract to Sara Lee to establish a

Load Control Center

in Cincinnati. I became a Sara Lee employee when Sara Lee

terminated the contract

with Professional Logistics.

Freight Pay Administrator

The Job Objectives, Essential Job Functions and Critical Skills are the

same as and listed above

in the Sara Lee Freight Pay Administrator position.

Central Parcel Express 513-***-****

1029 W. 7th Street, Cincinnati, OH 45203

10/1999 to 12/2000

Claim Administrator

( Create and maintain an information database for all claims received.

( Determine validity of all claims received for processing.

( Ensure proper documentation received for claims received.

( Investigate reasons for all valid claims received and follow up with

other departments

involved with claim.

( Audit all claims received making any adjustment to dollar amount billed

by customer for

processing and ensure timely payment on all valid claims.

( Provide monthly report to CFO of number of claims received, dollar

amount adjusted by audits of claims, and the total amount paid.

( Communicate trend in claims to customer service manager and operations

manager.

( Maintain database of claim history by customer.

( Resolve any claim related service issues with customers promptly.

United Parcel Service 513-***-****

500 Gest Street Cincinnati, OH 45203

9/1969 to 8/1998

Delivery Information-Loss Prevention Department

( High Risk Auditor/Adjuster

( Investigate validity of loss or damage claims in excess of $500 by

research of paper and

electronic records ( EDI ) and by interviews with employees involved

and customers.

( Interview external and internal customers for information concerning

claim

( Audit shipping documentation, sales receipts, invoices, statements,

bills of lading

( Maintain informational database of claim frequency per customer

( Negotiate the dollar amount to be paid

( Gather and prepare detailed information when requested for legal

( Communicate information and suggestions to customer service and other

departments

in the resolution of concerns and issues regarding business

development

( Suggested and assisted in the creation and development of this position

resulting in

a annual reduction of $400,000 in claim payments

( Delivery Information Specialist

( Track transit time of packages

( Provide proof of delivery and service related information to customers

on request

( Communicate service issues to customer service for follow up and

business development

Other positions held in both operation and administrative functions are

listed below

( Administrative Assistant

( Customer Service

( Customer Counter Associate

( Quality Control

( Damage Inspector

( Dispatch

( Overgoods Investigator

( Address Correction Clerk

( Operation Reports Clerk

( Time Cards ( payroll )

( DOT log reports (Department of Transportation )

( Supplies

( Cashier

( Package Center Clerk

( Loaded trailers

EDUCATION

1964-1968 Dayton High School, Dayton KY.

1970. Northern KY University Highland Heights, KY

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