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Customer Service Manager

Location:
North Chicago, Illinois, United States
Salary:
90000
Posted:
November 28, 2018

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Resume:

STEFANIE SURMEIER

**** **** **., **********, ** *0193

Cell: 424-***-****

ac7tin@r.postjobfree.com

SUMMARY

Motivated, personable professional who possesses a "can-do" attitude and exceptional forethought. Dedicated to customer service and imbued with active listening skills, a proven problem-solver whose ability to identify needs compliments an uncanny knack for finding the right solution at the right time. A team-player who thrives on challenges and energizing colleagues to meet them by casting the issues in the light of the big picture. Steeped in all aspects of logistics and with a track record of fostering cooperation between teams and departments, this loyal employee is now seeking a position that will best capitalize on her unique skill set. SKILLS

• Analytical mindset

• Leadership and team building skills

• Sales Team Support

• Written & Verbal Communication Record

Administration

• Budget Management Goal-Oriented Management

• 3PL Knowledge Team Building

• Import and Export Regulations P&L Management

• Rate Negotiations Leadership Skills

• Performance Evaluation Global Logistics

• Account Management

• Corporate communications

• Results-oriented

EXPERIENCE

KUEHNE+NAGEL

Chicago, IL

Global/Regional Key Account Manager 04/2017 to Current

• Developed and established detailed financial and operational processes and reports.

• Built and structured a corporate team working on our globally biggest account Siemens.

• Responsible for a team of two Corporate OKAMs, two Regional OKAMs, Billing Manager and Rate card Manager.

• Liaison between Operational Management and Global Account Team.

• Hosted corporate quarterly KPI business reviews and white board sessions with Corporate Customer.

• Maintain metrics, reports, process documentation, customer service logs, or training or safety records.

• Collaborate with other departments to integrate logistics with business systems or processes, such as customer sales, order management, accounting, or shipping.

• Analyze the financial impact of proposed logistics changes, such as routing, shipping modes, product volumes or mixes, or carriers.

• Implement specific customer requirements, such as internal reporting or customized transportation metrics.

• Implemented global award within US, including SOPs and reports. KUEHNE+NAGEL

Chicago, IL

Customer Service Manager 07/2016 to 04/2017

• Responsible for a team of 16 employees; CSR customer service representative, OKAM Operational Key Account Manager, Implementation Manager, Inside Sales.

• Builds and maintains effective accounts receivable and cash flow monitoring systems.

• Liaison between Regional Operational Management and Sales.

• Controls the implementation of the commercial / financial / economical and operational rules and KPI's.

• Responsible for the Regional account Portfolio.

• Prepares performance appraisal evaluations, coaching, and providing career.

• Acts as a primary liaison with the customers and other KN Branches.

• Ensures maximum profitability by overseeing cost effective rate negotiation with service providers.

• Supports sales and marketing efforts to increase existing business and maintain current accounts.

• Performs customer audits at different locations. KUEHNE+NAGEL

Chicago, IL

Implementation Manager 08/2015 to 07/2016

• Act as liaison between Sales, Operations and Customer Solutions when new business is awarded.

• Define and manage implementation projects based on GCIM.

• Arrange and conduct Awarded Business Transition (ABT) meetings between Sales and Operations.

• Coordinate with respective managers (Sales and Operations) in the creation and implementation of client SOP's and KN Login Customer Profiles.

• Prepare/distribute/maintain SOP in accordance with QSHE, and in consideration of GCIM, and corporate communications criteria.

• Assist with global SOP's and implementation of new accounts that are controlled outside the Midwest region.

• Conduct SOP Review and Training sessions with KN Operational staff to ensure handling requirements are communicated properly to all Operational Team Members.

• Participate in client visits with Sales/Operations Managers.

• Analyze the current processes applicable to Implementation and actively seek ways to enhance and improve the processes.

• Work with and develop the RT system for all implementation requests. KUEHNE+NAGEL

Los Angeles, CA

Air Import Gateway and Aviation Manager 05/2014 to 08/2015 KUEHNE+NAGEL

Los Angeles, CA

Aviation Manager 02/2013 to 08/2014

KUEHNE+NAGEL

Munich, Germany

Aviation Supervisor 02/2005 to 02/2013

KUEHNE+NAGEL

Munich, Germany

Aviation Import Coordinator 05/2003 to 02/2005

EDUCATION AND TRAINING

CAMBER OF COMMERCE TRADE SCHOOL DIPLOMA: LOGISTICS, BUSINESS/BOOKKEEPING 2001 Berufsfachschule, Freising, Germany

Berufsschule - Freising, Bavaria, Germany certified by the camber of commerce Air,Sea, Rail and Road Logistics including bookkeeping and Finance.

HIGH SCHOOL DIPLOMA 1998

Karl Meichelbeck Realschule, Freising, Bavaria



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