Customer Service Manager

Accomplishments: I have been on several LDMS, and Six Sigma teams that have been instrumental in updates to existing processes as well as implementation and writing of new processes for continuous improvement.

Skill Sets

Six Sigma Green Belt Certified

Microsoft Suite

Gentran and SQL

Multiple EDI Transactions

TS Quality

Vendor Managed Inventory

9/2007- 5/2017 HALDEX BRAKE Kansas City, Mo.

CUSTOMER SERVICE SUPERVISOR/ EDI ANALYST

Lead, supervise, and teach a team. Helped them grow and be successful in their daily functions and in their future goals.

Training customer service representatives on EDI and all departmental processes resulting in my team earning several monthly excellence awards and employee of the year awards.

Managed month end reports/phone call statistics for all customer service reps, which developed their telephone and customer service skills.

Interviewing candidates for employment, making the best hiring decisions for the success of the department.

Managed Monthly departmental KPI’s to ensure continuous improvement actions were taken.

Identify areas that needed written processes. Once areas were identified the processes were written individually and within a team.

Implementation of new processes and successful training of the staff to the new or updated processes.

Monthly one on ones with my team members to stay connected and ensure that they were superior in their customer service skills.

Writing and performing annual reviews for team members.

Handle EDI issues that arise on the customer’s side, customer service and credit services side, such as, EDI order errors, No Change Table issues, rejected invoices, rejected ASN’s, etc.

Work with IT in relation to EDI issues and work closely with them to test and implement resolutions or new transactions in a timely manner for customer satisfaction.

Set up the EDI schemas in Axapta for new customer accounts to ensure no interruptions to the transaction flow.

Fixing data in the flat files to correct invoice and advance shipping notice errors that generate from customer 824 error alerts ensuring timely payments and meeting customer requirements for their EDI mapping.

Handle the Vendor Managed Inventory website(DataAlliance), managing customer’s inventory for stock through this website and EDI for successful customer satisfaction.

Work with IT to troubleshoot customer issues with the website and to implement customer ideas for improvement to the website ensuring customer satisfaction with the website.

Successfully coordinated large orders for major OE truck accounts: RE: Paccar, Meritor, GM, Caterpillar, Navistar, to ensure order accuracy and on time delivery.

Handle releases out of the Customer website.

Coordinate several different OE, Dealer, and Service accounts ensuring all accounts were met with the highest quality customer care.

Resolved pricing concerns with customers.

Entering orders accurately via phone calls, the website, and EDI.

Correcting shipping errors via phone, conference calls with major customer’s when certain issues arise.

Handled the logistics aspect of customer account’s shipments. Coordinate International shipping, including documentation. Always striving for on time delivery in the most cost efficient manner.

Communicate and coordinate with different internal personnel to ensure customer satisfaction and on time delivery.

Completed one year of Haldex Way-Lean Admin training.

Allocating inventory for the plants when component issues arise to ensure excellent customer satisfaction.

5/17/99 – 12/01/07 Equipment Universe Kansas City, Missouri

Transportation Manager

Managed and controlled a $400,000 a month freight department (LTL & Parcel) saving the company excess freight dollars.

Negotiated Tariffs to get the best quotes with LTL carriers and parcel carriers for domestic and international shipments.

Generated Daily correspondence for the General Manager.

Created reports and spreadsheets for the General Manager.

Processed month end procedures.

Daily freight bill audits.

Customer Service.

Made A/R and A./P decisions concerning freight credits and filing of claims.

Created, organized, and ran a successful returns department.

I handled all aspects of product that was returned, determining whether credit is due or if items needed to be cycled back into inventory.

Supervised employees in the returns department.

Dealt with all aspects of the inventory control. Cycle counting, etc.

OSHA and Hazmat training; organized, implemented and maintained safety program.

Forklift Certified.

Handled inventory and control of all cores from remanufactured engines and parts.

11/10/98 – 5/01/99 ISW Automotive Parts Independence, Missouri

Assistant Parts Manager

Customer Service

Correctly looking up aftermarket parts for wholesale customers to repair their customers’ automobiles.

Inventory control and responsible for closing the store.

4/01/96 – 11/01/98 Al Packer Ford Baltimore, Maryland

Assistant Dispatch Manager

Managed and efficiently routed tri-state deliveries to Ford dealerships.

Quality controlled all orders that were going out for delivery.

Organized afternoon FedEx shipments.

Education:

1984 to 1988 Blue Springs High Blue Springs, Missouri

Professional Références :

Patti Duett, Admin- 816-***-****

Jean Poitevin, IT- 816-***-****

Walt Reynolds, General Manager, Equipment Universe- 816-***-****

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