Customer Service Manager

HENRY PLUMBERG

**** ************ ***** **, *******, Georgia 30324

• 404-***-**** • ************@*****.*** •

LOGISTICS / TRANSPORTATION

Accomplished logistics professional with expertise in customer service, sales and project management. Proven ability to maintain customer satisfaction through open communication and proactive problem resolution. Personable team player with excellent verbal and written communication skills.

Logistics / Transportation Truckload / LTL Shipments Customer Service / Sales

Shipment Tracing Project Management Communications

Employee Training / Supervision Vendor Negotiation Process Improvement

HUB GROUP, INC., Atlanta, Georgia 2016-04/2017

A $3 billion third-party logistics provider specializing in LTL, truck, ocean and intermodal transportation.

Highway Tracer:

Reported to the Director of Account Management. Responsible for maintaining a high level of customer satisfaction by tracking and tracing shipments throughout the delivery process.

Communicated with carriers and drivers daily to track and trace 150-200 over the road full truck shipments per day.

Reported delivery progress to customers and internal team members.

Created reports for continued tracing for afterhours teams, in order to maintain consistency and increase efficiency.

Effectively escalated operational issues to Managers and Team Directors to improve processes.

Established and maintained strong working relationships with carriers.

Monitored freight in-transit, searched system to match carrier to freight and communicated any issues to Dispatchers.

Provided pickup and delivery information to carriers.

Provided electronic data to customers and monitored reports.

Determined priorities in regards to tracing shipments.

LOWE’S HOME IMPROVEMENT CENTER, Atlanta, Georgia 2005-Present

A Fortune 500 retail home improvement and appliance center.

Department Manager:

Reporting to the Assistant Store Manager. Responsible for profitability and daily operations management of the department, directing the activities and schedules of 6-10 employees.

Increased department sales consecutively from previous year, to over $3 million per year.

Oversaw 10-20 daily delivery appointments including scheduling loads to and from store.

Controlled inventory and assisted with ordering new products.

-Maintained 3 to 6 months of inventory on hand, valuing $250,000.

-Performed weekly cycle counts, negative on hands and non-productive inventory.

Provided technical assistance to customers on home repairs, provide them with product information, and helped them find the products and finishes they need.

Handled all levels of customer requests, aiming for positive outcomes for all scenarios.

Managed employee productivity to increase store revenue and morale, developed team member skillsets.

Suggested changes to working conditions and use of equipment to increase efficiency of store, department, and employees.

Reworked and updated product displays to meet and exceed company standards.

Served on Store Safety Team. Attended monthly meetings, and trained employees on safety matters.

LOVE’S TRAVEL STOP, Dublin, Georgia 2004

A modern truck stop and convenience store with restaurant on Highway I-16.

General Manager, Restaurant:

Reported to the General Manager. Responsible for the overall profitability and seamless daily operation of the restaurant.

Interviewed, hired, trained and supervised 20 restaurant employees, including Crew Members and Assistant Managers.

Managed employee scheduling and administrative needs.

Ensured customer satisfaction by interacting directly with restaurant patrons to meet their needs.

Consistently motivated staff to achieve operational goals.

VIDEO WAREHOUSE, Vidalia, Georgia 2002-2004

Retail video rental store offering movies, video games and media.

Store Manager:

Reported to the District Manager. Responsible for all daily operations and profitability for the location, including administration, shipping, customer service and employee relations.

Interviewed, hired and trained 15 store employees in the customer service and shipping departments.

Managed employee scheduling.

Resolved customer complaints quickly and maintained a positive shopping experience for the customer.

Oversaw shipping process and procedures.

EDUCATION

Coursework in Pastoral Studies, Brewton Parker College, Mount Vernon, Georgia

LICENSES

Licensed for various heavy machinery, including sit-down forklift, order picker, reach lift, electric pallet jack and Zamboni floor cleaner.

PROFESSIONAL DEVELOPMENT

Entry Management Training Program – Lowe’s Home Improvement, August 2007-Jan 2008

Management Training Program – Lowe’s Home Improvement, Aug 2009-Jan 2010

TECHNICAL SKILLS

Microsoft Office Suite, TPS software, Genesius, M20, Install sales system tool

RECOGNITION & AWARDS

Multiple Customer Service Awards – Lowe’s Home Improvement Center

Contact this candidate