Customer Service Manager

Frank J. Henry

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

Oswego, IL *0543

Tel: 630-***-**** Cell: 630-***-****

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

Professional Highlights:

Developed international logistics and transportation systems for ClearFreight, Inc. clients

in target markets across the central USA.

Managed transportation, warehousing and customer service for international and

domestic customers in a multi-cultural environment.

Trained regional personnel in compliance, documentation, software and dangerous goods

practices.

Established mid-western gateway and client pricing procedures.

Redesigned vendor and carrier purchasing systems, negotiating 8 % annual cost savings.

Expanded discretionary orders 6 % through innovative customer service strategy.

Contributed over $350,000 in personal sales annually since 1996.

Chronology:

April 2000 to June 2009 ClearFreight, Inc.

Chicago, Illinois Export Manager

1997 to 2000 Associated Global Systems

Chicago, Illinois Regional International Manager

1995 to 1997 Seino America

Chicago, Illinois Logistics Manager

1991 to 1994 Panalpina, Inc.

Chicago, Illinois Airfreight Manager

Education:

Bachelor of Science degree in Management from the University of Illinois. Continuing

coursework and seminars in: Production Management, Operations Management,

Management Development,, Employee Relations, Negotiations and Conflict Resolution.

Current certification for Dangerous Goods by Air. STA ID: 3BE0182EA1F7

Professional Experience

Transportation and Logistics:

Managed order entry, document processing, warehousing and transportation functions for

import, export and domestic clients. Planned worldwide distribution via air, ocean and

ground services. Negotiated contracts and obtained significant rate reductions from

transportation and other vendors. Improved AES and rail billing accuracy to near 100%.

Developed client pricing and maintained associated database. Implemented quality

control program which reduced service failures by 3 per cent. Devised order entry

enhancements and improved data entry formatting in conjunction with MIS personnel.

Helped design, test and install bar code system for cargo tracking and automated

manifesting. Set up air gateway operations in both Chicago and Dayton. Established

container program, saving $200,000 in annual shipping costs. Instituted dimensional

weight and re-weigh programs, adding over 2% to transport profits.

Customer Service:

Established international customer service department to serve the particular needs of

exporters and importers while providing additional sources of leads and support for sales

personnel. Increased discretionary customer orders 6% through extraordinary customer

service. Set up special accounts function to furnish customized services and reporting for

top local accounts.

Training and Development:

Authored operations manual for export processing. Established import procedures for

terminal operations and trained entire department. Guided personnel system-wide in

international documentation, processing letters of credit and compliance issues. Coached

sales force on international commerce and finance. Promoted cross-training programs to

increase productivity. Produced standard work unit guidelines for both warehouse and

clerical associates.

Project Management:

Inaugurated international Hub transportation operations. Hired and qualified all import

and export personnel. Helped develop material handling systems and procedures.

Worked with CBP to evolve regulations governing “Courier Hub” operations.

Consulted on warehouse start-up at Maastricht, Netherlands and Manchester, England.

Assisted in developing procedures manuals in conjunction with ISO certification.

Administration:

Maintained departmental schedule and staffing to insure meeting service standards while

maximizing productivity. Trained and developed staff and created more meaningful

performance evaluations. Set and administered budgets and provided statistical

reporting. P&L responsibility.

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