Customer Service Manager

JEFFERY L. GOOLSBY

***North Ericson Road * Cordova, TN 38018 * 662-***-****

************@*****.***

Professional Objective:

To obtain a position whereby proven leadership abilities, successful client services skills and superior

work ethic will be instrumental in the company realizing its strategic plan of operations leading to

increased profitability and improved shareholder value.

Personal Description:

A stellar performer. Self-motivated and professional, Combines exceptional planning and organizational

skills with the ability to provide exceptional client service. A team player, proven successful leadership

skills with demonstrated ability to effectively originate, develops, nurture and sustain strategic business

relationships. Superior communication skills; works well with colleagues on all levels. An independent

worker; able to quickly learn and master responsibilities. High level of integrity and superb work ethic;

computer literate; quickly learns industry specific software or systems; flexible; versatile; a well-rounded

performer committed to continued excellence and dedicated to enhancing the company. Proven ability to

conduct and improve profits while reducing costs and eliminating unnecessary expense while managing

daily operations.

Primary Responsibilities

Past and Present

• Oversee transportation department, including its assets and employees.

• Manages the operational aspects of ongoing projects and serves as liaison between project

management and planning, project team, and line management.

• Ensure customer goods move from production through the supply chain to the end user.

• Supervise air and ocean freight forwarding, global warehousing, transportation, reverse logistics,

surface transportation and supply chain solutions.

• Establish quality transportation services.

• Develop partnerships with outside carriers in shipping.

• Plan and implement budgets.

• Utilize services of less-than-truckload carriers and air-forwarders to handle fulfillment shipments.

• Supervise scheduling of shipments.

• Review financial reports.

• Manage performance of branch employees with emphasis on productivity, efficiency, and service

delivery.

• Lead all distribution and transportation planning and strategic activities.

• Recruit, interview, select, train, motivate, coach, and mentor shipping clerks and transport drivers.

• Assist in the identification and implementation of continuous improvement opportunities and

customer satisfaction opportunities

• Professionally handle incoming request from customers and ensure that issues are resolved both

promptly and thoroughly.

• Thoroughly and efficiently gather customer information, access and fulfill customer needs,

educate the customer where applicable to prevent the need for future contact and document

interactions through contact tracking.

• Provide quality service and support in a variety of areas including but not limited to: billing,

placing print orders, and system troubleshooting.

• Troubleshoot customer issues over the phone.

• Use automated information systems to analyze the customer’s situation.

• Maintain a balance between company policy and customer benefit in decision making. Handles

issues in the best interest of both customer and company.

• Continuously evaluate and identify opportunities to drive process improvements that positively

impact the customer’s experience.

• Responsible for compiling and generating reports as they relate to customer service surveys.

Professional Experience

Transcarriers Inc. 5135 Lamar Ave Memphis, TN 2012-Present –Night Driver Manager

Caldwell Freight Lines Corinth, MS 2006-2009-Terminal Manager (Terminal Closed

02/2009)

Corinthian Furniture/Freight to Go Logistics Corinth, MS 2004-2006 –Driver/Logistics

Manager

Big M Transportation Inc. Hickory Flat/Blue Mtn., MS 2000-2004 Vice President

Massengill Trucking Company Inc. 1998-2000 –Driver Manager /Logistics/Inbound

Coordinator

• Salary history upon request

EDUCATION/TRAINING

• Ripley High School- Graduated 1979

• ICC (Itawamba Community College)

• 34 year experience in Transportation, Customer Service, Warehousing, and

inventory

Experienced Software Programs/Systems

• TMS –transportation software, AS-400 system, McCleod Transportation Software,

Lotus 123, Advance Lotus 123, Excel, Word, QuickBooks, and Peachtree

Core Competencies

• Leadership and management skills

• Organizational skills

• Relationship origination, development and sustainment

• Customer service excellence

Contact this candidate