Customer Service Manager
Resume:
Charles A. Happke
Brooklyn Park, MN 55444
*****.******@*******.***
Related Account Management Extensive A/R & A/P experience
Skills and Vendor/Client liaison Proficient in MS Word and Excel
Abilities Supply Chain Mgmt Regulatory & Hazmat
Multi-level reporting Kronos Time/Activity SME
Call Center experience Transportation/Purchasing
IT Knowledge documentation
Presentation - Training & Process flow quality/quantity
Orientation improvements
ISM Member
Professional ShopNBC/ValueVision Media, Eden Prairie, MN
Experience Transportation & Logistics Manager
Negotiations of Contracts and services for small package, LTL
and truckload/3PL providers. Maintained transportation
budget of 21M. Worked with Customs and International
2006 to 2008 brokerage companies to ensure smooth transition of freight
between international borders. Work closely with Finance on
Drop-Ship setup and billing for offsite vendors. Liaison
between internal customers and external vendors. Member of
Supply Chain Management team that ensured all product flowed
through Quality Control measures. Conducts performance
reviews on developed cost improvement programs and budget
execution. Manage Mailroom personal and shipping/receiving to
ensure proper inbound and outbound processes are adhered to
for high value product/samples. Assisted with the
consolidation of corporate procured specialty packaging.
Aligned and oversaw purchasing of operations material with
budget of 5M Co-chaired the Customer Experience Returns
Receipt Process Committee that reduced time/expenses and
improved customer retention.
Fulfillment Analyst/Transportation
Responsible for the day-to-day analytics for two fulfillment
centers. One located in Eden Prairie, MN and one in Bowling
Green, KY until consolidation in September 2007. Produced
monthly freight reports and financial updates. Productivity
reporting of various fulfillment departments and cost centers
to get final cost per piece and comparisons for year over
year package variances. Assisted in the implementation of
new Kronos time keeping system. Created activity level
profiles to assist in automating team member productivity
reporting and time detail reports.
2001 to 2006 Lifetouch National School Studios, Edina, MN
Transportation Coordinator
Responsible for the day-to-day administration of freight
related matters for Lifetouch, which include auditing of
freight bills for proper rating, classification, discounts,
and waived charges. Negotiations of Freight Contracts and
services. Producing monthly freight reports and updates.
Create Transportation matrixes for locations throughout the
United States and primary vendors. Business owner of the
Connectship shipping system(s) located at multiple sites
around the country for small package shipments. Coordinating
with third-party service and support and trouble shooting of
system problems. Prepare international paperwork and
dispatch international shipments ensuring NAFTA and U.S.
Customs regulations are adhered to. Work with Customs and
international brokerage companies to ensure smooth transition
of freight over international borders.
1999 to 2001
Skypoint Communications, Plymouth, MN
Office Manager
Supervise and develop policies for staffing, scheduling,
training and professional development. Oversee the
administrative functions of the office operations. Serve as
the specialist related to computer applications, annual and
special audits, insurance and employment records.
1989 to 1998
Target Corporation, Minneapolis, MN
Senior HQ Client Support Specialist
Support company rollout (s). Insure timely and accurate
resolution of procedural and application problems, including
the various PC platforms: OS/2, OS/2 Warp, Windows for
Workgroups, Windows 95/98, Windows NT (3.51 and 4.0), Tandem
and three operating companies mainframes. Work with second
and third level support to monitor timely resolution of
outstanding issues. Work with support staff from various
departments including Lan/Desktop Services, Network Systems,
Install, and Config. Services. Supervise and train new
hires, work with turnover documentation team to bring online
help to less experienced staff using RoboHelp. Worked on
various projects to increase client satisfaction and rate of
answer speed to an approved level. Experience in Office
97/2000.
Store Supervisor/Lead
Held various positions including Sales Floor, Cashier Team
Lead and Front End Team Lead. Responsibilities included
scheduling, training, writing reviews, insuring smooth front
end operations, wrote and edited front end newsletters,
conducted 2 day training orientations for new team members,
mediator for team member conflicts, assumed responsibilities
of overseeing store operations, handled guest concerns as
needed.
1989 to 1994
Plymouth Supply Company, Plymouth, MN
Customer Service/Shipping Manager
Effectively performed at many levels working with a variety
of people. Involved with maintaining a high level of
customer service. Responsible for vendor negotiations,
purchasing, inventory control, order follow-up. Managed
Shipping and Receiving to ensure proper receipt and delivery
within a specified time frame. Performed computer
installation and setup. Interviewed and trained new
employees.
Education
University of Phoenix
Business Management and Administration
Anoka-Hennepin Technical College, Anoka, MN November 1998
MCSE - Supporting MS Windows (Core Technologies)
North Hennepin Community College, Brooklyn Park, MN
1986-1988
Business Management, Business Law, and Psychology
Contact this candidate