Customer Service Representative

Joce JohnsonHunt

Email: *********@********.***

Address: **** ******* ** #****

City: Jacksonville

State: FL

Zip: 32218

Country: USA

Phone: 904-***-****

Skill Level: Experienced

Salary Range: 33

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Qualifications:

Over 20 years of Transportation, Freight Management, Customer Service, Logistics Coordinator, Load Planning and Dispatching experience. Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty. Having the ability to demonstrate outstanding problem solving and active listening skills, able to diffuse difficult situations with sound judgment and reasoning skills, along with the ability to multitask and manage special projects.

Professional Experience:

APL Logistics, Jacksonville, FL. - Farmington Hills, MI 2000-May 2012

(APL Logistics designs and operates global supply chains that deliver products to everywhere you need them.)

Operations Coordinator/Senior Customer Service Representative

o Responsible for managing all projects with Dow Corning ranging up to 6 - 10 million.

o Developed an operation manual as well as standard operating procedures for inbound job function.

o Created and implemented standard operating procedures to have flatbed carries bid for lanes which resulted in reduced cost to our customer.

o Accountable for contacting carriers to schedule freight pickup. Providing excellent customer service and meeting all the transportation needs to all vendors.

o Responsible for all forecasting in regards to customer needs, including, material quantity, time needed, and delivery.

o Handling all LTL and TL pickups and returns of all damage freight and assisting with the processing of claims. Providing tracking, tracing and proof of delivery for all shipments.

o Serves as liaison between buyers, vendors, and APL Logistics; aiding and assisting with the investigation and problem resolution.

o Freight consolidation to provide the most cost efficient mode of transportation. Pro-active in scheduling freight to ensure on time delivery.

o Maintained a 99% accuracy rate for on time delivery.

o Handle all pick up requests for flatbeds or specialized carriers ensuring all requirements are met including the validation of required permits, insurance riders, and surveys to meet on time delivery.

o Dispatching motor carriers for pickup and deliveries for all LTL, TL and Flatbeds.

o Help resolves routine billing issues on invoices to ensure proper payment to avoid delinquent accounts.

o Negotiate carrier rates and terms to ensure contracts are up to date, as well as ensuring all carriers had proper insurance for appropriate freight.

o Responsible for deescalating vendor and client calls as needed.

Ballard Designs, Atlanta, GA 1998 -2000

Team Leader/Freight Management

o Team leader, responsible for controlling high call volume.

o Supervise customer service and order entry representatives.

o Reduced damages 80% by traveling to warehouse, inspecting, re-packing product, and improving shipping mode.

o Followed up with all carriers and customer inquiries concerning merchandise and product delivery.

o Assisted in order entry department via phone or by mail in forms.

o Resolve billing and collection issues educate customers with terms on account, alternate payment programs, building better rapport with customer.

Skills - Technical Experience:

o TMS, WMS, SAP, AS400 and Microsoft Office programs, including Excel

Education:

Kettering Senior High - Detroit, MI

Detroit Institute of Commerce - Certified Stenographer

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