Customer Service Manager
Resume:
Glenn S. Fink
Mahwah, NJ *****
C: 201-***-****
E: ***************@*****.***
Qualifications
Strong operations professional with a record of applying innovative strategies that leverage organizational capabilities to
increase profits and productivity. Proven track record of developing and refining systems and procedures, resulting in
improved efficiencies leading to cost reductions, enhanced results and additional capacity. Fifteen years of varied
experience driving efficiencies utilizing a results oriented, data driven, team building approach.
Professional Experience
NVC Logistics Group Inc., Rockleigh, NJ 1999-Dec 2013
Logistics Manager 2007-Dec 2013
NVC Direct (A division of NVC Logistics Group Inc.)
Manage a team of 15 professionals spanning the overall logistics functions of the organization. Includes oversight of
delivery network partnerships, system development and integration, customer relations with respect to cost, performance,
and efficiency as well as business development.
Achievements:
• Facilitated ongoing operations during the extended power outage following Hurricane Sandy
• Established NVC Express-BWI satellite office with one day notice to avoid service disruption in our 4th largest market
• Oversaw the transition to our new NVC Express LAX and ORD locations
• Outlined and implemented a nationwide pre-scheduling program based on inbound carrier tracking
• Implemented an intuitive Order Tracking form, reducing transit times by 13%
• Instituted a paperless claims process, reducing processing time and claim personnel by half
• Reduced transportation costs by $200,000+ annually by implementing a lowest cost routing form and negotiating
lower rates with vendors
• Implemented a Hub and Spoke routing program, reducing damage by 33% while reducing costs
• Wrote vendor contracts to define services and rates
• Established KPI and reporting structures to allow for enhanced departmental and employee oversight and accountability
• Procured coverage for rural markets, reducing the instance of TBA status on orders by 29% and costs by 35%
Traffic Manager 2003-2007
NVC Express-EWR (A division of NVC Logistics Group Inc.)
Managed a team of direct reports including Dispatchers, Routers, Schedulers, Order Entry and Archiving Clerks as well
as a fleet of House Drivers and Owner Operators. Ensured the safe and efficient operation on a daily basis by adjusting
department priorities and facilitating communication and ensuring compliance to company policies.
Responsibilities:
• Ensured proper allocation and scheduling of resources to complete the daily scheduled services
• Confirmed timely crew arrival, route loading and departure
• Adjusted routes and labor as required due to adverse weather conditions, equipment failures, attendance issues, etc.
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• Ensured order status updates were completed by in a timely manner
• Ensured load manifest and delivery documentation was produced for the warehouse and delivery crews
• Ensured the completion of routing in a timely manner
• Managed employee hiring, training and development
• Oversight of employee hours for payroll
Achievements
• Standardized and simplified routing procedures by establishing coverage zones and delivery frequency
• Implemented paperless scheduling and dispatch processes
• Established web-based routing platform and procedures
• Mapped proprietary warehouse scanner functionality, reducing unloading and processing time by approximately half while
improving accuracy
• Reduced warehouse and driver overtime costs drastically by limiting Saturday routes
• Created Consolidated POD for bulk returns to reduce paperwork processing, handling and waste by 90%
• Reduced office payroll and personnel by 30% through increased efficiencies
Reconciler 2000-2003
NVC Express-EWR (A division of NVC Logistics Group Inc.)
Resolved OS&D issues by maintaining, analyzing and reviewing receiving records and facilitating communication
between Clients, Consignees, Warehouse Operations Routing, Dispatch and Drivers. Determined available delivery
dates, provided customer service for consignees as well as outside accounts, assigned tasks for drivers and helpers and
coordinated load and equipment planning with Dispatch and the Warehouse.
Achievements:
• Developed Reconciler position
• Standardized documentation forms and reporting procedures for the organization
• Substantially reduced claim liability through enhanced OS&D documentation and recovering lost freight in excess of $500,000
• Enhanced customer experience by quickly resolving issues
Warehouse Manager 1999-2000
NVC Express-EWR (A division of NVC Logistics Group Inc.)
Supervised warehouse personnel, maintained inventory, entered shipping orders, prepped and staged orders for shipping,
tallied billing information from shipping records, shipping and receiving.
Education
1996 – Associates Degree, Bergen Community College, Paramus, NJ
References
Available upon request.
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