Customer Service Manager
Resume:
Kathie Slys
Medina, OH *****
E-mail: abm37u@r.postjobfree.com
Background Summary: Supervisor/Manager with over extensive experience in
domestic & international transportation/logistics, sales and marketing,
customer service and operations. Keen ability to identify organizational
needs, initiate and implement procedures to reduce fixed costs, train
personnel efficiently, negotiate rates and establish permanent ongoing
relationships with key decision makers. Excellent communication skills,
verbal and written, with all levels of management. Computer proficient,
quick learner, enabling designing of tools to facilitate staff to manage
time more effectively. Exceptional problem solving and decision making
skills.
Experience:
Phoenix International Freight Services Ltd
Inside/Outside Sales/Sales Coordinator: New business development, qualify
and set up new accounts, establish and document SOP's, prepare
quotes/proposals/rfq's for all modes, identify and resolve customer
concerns, rate negotiations with carriers pertaining to specific business,
assist outside sales executives, including customer visits to assist on
areas pertaining to specific operations related expertise, key initial
contact with new customers for promoting professional first impression of
the company. Experience in all facets of international transportation &
compliance has contributed to consistent 20% per annum growth of local
office.
PANALPINA, INC.,
OCEAN EXPORT MANAGER
Ocean Export Manager: Full P & L responsibility for the department,
including training and development of proper utilization of in-house
system, rate negotiations with carriers (steamship lines/truckers),
actively involved in inside/outside sales and new business development,
designed and implemented procedures to increase productivity and reduce
costs, which resulted in decreased overtime from 70 hours plus monthly to
less than 10 with fewer personnel.
Project/Special Accounts Manager
Responsible for all aspects - including rate negotiation, proposals and
all documentation - of one major project account and all specialized
equipment, including charter, heavy-lift/break bulk, ro-ro, and cross-trade
(foreign to foreign). Averaged 40 + shipments monthly with average gross
profit of $500.00 per file
Air Export Customer Service Agent:
Quoted, routed, and processed international air shipments via gateways and
direct carriers. Assisted Air Export Manager in RFQ's, accounts
payable/receivable/Cass reporting
REWICO AMERICA, INC.
OPERATIONS MANAGER
Responsible for all phases of operations, including air and ocean
import/export and all relative documentation, including quoting, letters of
credit, ocean bill of ladings, break bulk/project cargo, invoicing, and
collections until company sale forced closure of local office.
CELADON/JACKY MAEDER (formerly Randy International)
Assistant Manager
Opened up the Cleveland office in July 1992; set up all operations and
procedures. Same
responsibilities as above. Instrumental in obtaining a second year profit
of $20k from a first
Year deficit of $80k. Acting Branch Manager upon departure of previous
branch manager until company
sale forced closure of local office.
AMERFORD INTERNATIONAL CORPORATION,
Sales/Customer Service / Administration
Sales support, including inside/outside sales, maintained account executive
schedules and expense reports, follow-up of all routing orders and sales
leads, bid proposals and account follow-up, administrative duties including
payroll, checking account and other duties assigned by branch manager until
company sale forced closure of office.
CAMPUS MOVERS,
Account Coordinator/Liaison
Independently located on site at largest account plant (Picker
International) as Mayflower (moving/storage) representative. Organized,
established, and maintained all procedures for account. Generated all
reports for account. Responsible for all aspects of account shipments -
from plant to site, site to site - to include any special requirements for
delivery and set-up (riggers, labor, equipment, etc.) proper invoicing and
collections, and notification of appropriate installation personnel.
Increased performance percentage from 60% to 98% (as required by contract
for renewal) within three months.
ARROW INTERNATIONAL,
Customer Service/Sales Representative
Responsible for all phases, from time of order entry through shipment, of
over 80 accounts grossing in
excess of $550,000.00 annually. Identified and resolved any type of
customer difficulties regarding
pricing, tracing lost shipments, delivery schedules, etc. Evaluated needs
for areas of improvement
within the department and recommended methods for better interdepartmental
communication.
Promoted inside sales of all products - new and existing; daily
telemarketing to establish new accounts
and re-establish old ones. Increased sales of responsible account base
upward of 20%. Re-established
two previous accounts, grossing $200K annual sales for the company.
Assisted in developing strategies
and compiled statistical information for a fast-paced, ever changing and
competitive market.
Designed, proposed, and implemented a management input process for use
prior to implementation of
any policies and /or procedures. Initiated and proposed a return material
procedure, customer profile,
and pricing format, and customer order/shipment tracking report for large
accounts.
TECHNICARE CORPORATION,
Sales and Marketing
Order Specialist
Senior Order Administrator
Order Administrator
Responsible for approximately $75,000,000.00 in order entry and
$55,000,000.00 in customer shipments per annum. Review and audit all
domestic and international orders for monetary, contractual, and
configuration correctness. Prepare, verify, and distribute control reports;
coordinate and prioritize shipment schedules. Initiate and ensure proper
payment term invoicing, order acknowledgement, and follow-up of
collections. Generate and distribute all relative documentation for
each customer order (i.e. manufacturing order, deviation notices, sales
order, commercial invoices, letters of credit, etc.) Submission and follow-
up of all international documentation to ensure payment and customs
clearance Submitted export license applications to the U.S. Department of
Commerce prior to establishing the involvement and eventual transference
of this responsibility to other Regulatory and Export Compliance
Department. Review and audit of option forecasts and recommend adjustments
to accommodate changes in backlog. Designed, proposed, and implemented an
order reporting system for the International market consistent with the
Domestic reporting system.
Shipping and Traffic
Group Leader/Assistant Supervisor
Traffic Clerk
Shipping Clerk
Responsible for overseeing department functions and training personnel.
Determine best selection of freight carriers based on service and rates,
approval of all freight bills. Provided rate and routing information to
management. Supervised preparation of documentation required for shipping
(i.e. bill of lading, air waybills, hazardous materials, etc.) Coordinated
shipments with area sales/service personnel. Established a procedure and
tracing report for all freight loss/damage claims with carriers and company
insurance. Conducted performance appraisals; recommended salary
adjustments, promotions, and disciplinary action.
EDUCATION:
Associate of Arts, Cuyahoga Community College
Music Education Major, University of Akron
The Cleveland World Trade Association Seminars:
Terms, Weights & Measures, Export Documents, Freight Charges, Letters of
Credit, Drafts, FICA, and Insurance
Currently studying to become a licensed Customhouse Broker
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