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Customer Service Manager

Minneapolis, Minnesota, 55444, United States
May 27, 2010

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Charles A. Happke

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

Brooklyn Park, MN 55444

(612) ***-****

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


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


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



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


Business Management, Business Law, and Psychology

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