Manager Customer Service

Mark D. Smith

Milford, NH ***** 603-***-**** **********@*****.***

Linkedin: www.linkedin.com/in/markdjsmith

Decisive and Energetic Logistics / Compliance Manager

Implement Cost and Time Saving Programs and Improve Delivery Performance

Innovative and adaptable problem solver, using focused approach to improve logistics performance in direct and friendly manner. Known for proficiency in identifying root cause of issues and applying pragmatic solutions to achieve desired results. Motivated professional recognized as responsive and adaptable to variety of demands while producing tangible outcomes.

Expertise in:

Strategic & Tactical Delivery Planning

Import & Export Compliance

Logistics Program Implementation

Professional Experience

NOKIA, Westford, MA

Senior Project Manager, Material Logistics 2012 to 2016

Supported 30+ regional installation associates. Delivered material required to meet 400 cell site integrations per month commitment for major telecommunications provider. International transportation and trade compliance subject matter expert.

Reduced average delivery time 50%, increasing delivery accuracy from 85% to 95%.

Met yearly target deliverables for sites integrated and revenue; recognized by executive management with exclusive yearly bonuses and achievement award from Chief Quality Office.

Supported project change requests, ensuring accuracy and resulting in decrease in overall billing cycle time and adherence to project billing terms.

Alcatel-Lucent (formerly Lucent Technologies) Westford, MA

Senior Manager, Logistics 2004 to 2012

Supported 10 import compliance associates and all key customer teams as International Trade and Compliance Manager. Managed all US imports working with suppliers across geographical boundaries to identify and prioritize material deliveries to align with on-going customer projects.

Facilitated reduction in import cycle time to less than 24 hours by leveraging relationships between 3rd party trade compliance providers and freight forwarders.

Identified and implemented time / cost savings programs for international small package shipments, allowing for direct customer shipments from international vendors without exposing proprietary pricing to end users.

Transitioned 30% of imbedded air shipments to ocean, resulting in $3M+ in cost savings.

Successfully renewed C-TPAT Certification with U.S. Customs and Border Protection

Participated with procurement on RFQ’s and led transition efforts to replace legacy freight forwarders, completing anticipated 3-month process in 2 with no disruption to customer deliveries.

Met or exceeded all metric targets for on-time delivery and accuracy, improving customer satisfaction scores from less than 85% to 93%+.

EFI VUTEK, Meredith, NH

Logistics / Customer Service Manager 2003 to 2004

Oversaw $3M cost budget and 4 associates. Developed and implemented formal logistics protocols previously managed via ad-hoc processes.

Identified and implemented cost savings programs, resulting in 10% reduction in transportation spend year-over-year.

Created and managed on-going safety program for shipping hazardous material, eliminating existing compliance oversite and avoiding federal penalties.

Managed multiple over-size and time sensitive shipments frequently with little to no advance scheduling, helping to achieve monthly revenue targets of $20M.

Vastera, Inc, Andover, MA / Longmont CO 2001-2003

Staff Trade Analyst

Researched and provided Harmonized Tariff Schedule classification of all new product for Fortune 1000 Company.

Reviewed product bill of material for NAFTA compliance prior to creating and issuing certificates required for compliance with import into the US

Review all blocked international customer orders; ensuring all US trade regulatory issues are resolved prior to releasing for shipping

Millipore / Waters Corporation, Burlington, MA / Milford, MA 1985-2000

Inventory control clerk; responsible for accurate data entry of inbound material for customer orders

Return Goods Specialist; responsible for receiving; cataloging and stocking of customer returned material

Traffic Specialist; responsible for timely creation of all export and transportation related documents, complying with T&C’s of Letters of Credit and US trade regulatory requirements including US DOT hazardous goods shipping regulations.

Traffic Supervisor; managed a team of 8 traffic specialists, responsible for all international shipments and ensuring all compliance and delivery metrics were met.

Professional Development and Tools

Certificate, Trade Classification, Pace University, New York, NY

Certificate, Shipment of Hazardous Goods by Air and Ocean, Las Vegas, NV

MS Office (Excel, Word and PowerPoint)

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