Customer Service Manager

Terry Silverstein

Long Beach, CA *****

Telephone: 562-***-****

E-mail: *************@*******.***

25+ years of Accomplished Global Logistics Solutions

PROFESSIONAL PROFILE

. Manage overseas Manufacturing Vendor Import compliance, inclusive of

desk level processes

. Create & implement global template for 10+2 U.S. Import compliance for

overseas Manufacturers

Lead role in revamping Import database for Product Style, correct HTS

Code & proper description to streamline 7501 Clearance & correct Duty

classification processes

. Successfully removing/reducing Fuel surcharge from existing FCL

contracts mid-way through the 08-09 ocean contracts

. Manage Transportation service contracts & vendors globally; rates &

service agreed upon and honored

. Create and manage RFQ process from beginning to awarded business

. Created and managed a Transportation Rate Metrics database, housing

over 3000 global transportation rates

. Secure Consolidation Centers throughout China & the UK

. Research and monitor industry trends which may impact inventory, or

cost - leading to Cost Avoidance

. Coordinated logistics for new manufacturers and trained vendors to

operate self-sufficiently

. Create global team consisting of more than 50 countries to improve

communication and teamwork, with regards to vendor & transportation

management.

. Point person for global Problem/Conflict Resolution regarding

logistics

. Summarization and Analysis Reports to Vice President of Supply Chain

. Develop, write, and implement transportation polices globally

. Experienced with compliance & regulatory issues: C-TPAT, USDA, FDA,

AMS, ISF

. Monthly reporting for Company Strategic Initiatives & Cost Savings

Initiatives

. Combined 27 years of experience within the Air, Ocean (FCL & LCL),

Ground (FTL & LTL) processes of daily operations, global management,

and process improvements

PROFESSIONAL EXPERIENCE

. Transworld Shipping (USA) Inc. Long Beach, CA

Title: Manager, Operations & Key Accounts

Dates: May 2010 - Present

Achievements & Responsibilities - IMPORTS: 90% FCL, 10% LCL

& AIR

o Developed & manage a well-organized, highly productive,

motivated import team; as well as creating a global network of

office & partner agents.

o Strategically reorganized processes utilizing Lean Manufacturing

principles, thus reducing redundancies

o Provide sound, legal input & direction to upper management,

sales, exports, pricing & finance departments

o Identified customer service issues while replacing staff with

highly motivated, experienced, professional & friendly team

players

o Coach the department how to provide solutions instead of answers

for clients

o Improved import customer service performance by 90% within 10

months

o Create educational power point instructions for overseas

offices, departments & customers

o Lead role in compliance: C-TPAT, 10+2 ISF, EU 24-hour, overseas

AMS filing

o Audit Profit & Loss statements, to ensure profitability &

identify losses

o Promote dialogue between sales & customer service departments,

to spot light problematic areas, and provide creating solutions

for customers

o

o Educate staff to "think like their Customers" allowing them to

take ownership of their work performance & building personal

connections

o Motivate the Company to work as a cohesive team

o Conduct employee evaluations, to identify strengths & weaknesses

o Encourage dialogue between departments and overseas

offices/agents, to streamline communication & increase

throughput

. Custom Leather Craft (CLC), South Gate, CA

. FallTech Mfg, Compton, CA

. Kuny's Leather Mfg., Alberta, Canada

Title: Logistics Director

Dates: February 2008 - May 2010

Achievements & Responsibilities - IMPORTS: 80% FCL, 20%

LCL, FTL & AIR

o Renegotiated Service Contracts for FCL 08-09 season, resulting

in a 50% reduction in annual forecasted fuel increases

o Lead role in the RFP process for new Air FCL & LCL vendors for

Import shipments

o Transportation Vendor relations

o Bid & secure Consolidation Centers throughout China & the UK, to

reduce LCL shipments by 77% annually

o Create educational power point transportation instructions for

overseas Factories & internal departments

o Oversee Duty Drawback processes

o Revamp Import Database for Customs Brokers in the US & Canada

o Coordinate lead & transit times with Buyers/Purchasing

Department

o Improve transportation database to include HTS Codes & accurate

Duty rates

o Manage daily communication/coordination with Customs Brokers,

Carriers, Forwarders, and Truckers to ensure seamless movement

of shipments from Manufacturer to Home Depot stores

. Herbalife International of America, (Distribution Center) Carson, CA

Title: Manager, Transportation Planning, Global Transportation

Dates: February 2001 - Feb 2007

Achievements & Responsibilities - EXPORTS: 60% FCL, 25% FTL, 15%

AIR

o Renegotiated Airfreight service contracts which resulted in 1

Million dollars in savings within 10 months of employment.

o Key player with RFP process for FCL & FTL service agreements.

Resulting in $500K savings for Ocean going service contracts

within the 15 months of employment.

o Created and manage a service contract database accessible to

Global Operations Team; streamlining communication & decision

making process for the Analyst.

o Created and manage Service Failure Program inclusive of K.P.I.

o Improve and manage Service Agreements for all major modes of

transport.

o Create monthly, quarterly, and annual reports & presentations -

tailored to Vice President of Supply Chain; complete with

analysis and synopsis.

. Global Streamline Consultant, Long Beach, CA & Memphis, TN

Title: Manager, Principal Consultant (owner)

Dates: February 2000 - 2007

Responsibilities -

o Import / Export global logistics consultant. Principal owner

. Phoenix International, Torrance, CA

Title: LAX Gateway Manager

Dates: 1999 - 2000

Responsibilities EXPORTS: 100% AIRFREIGHT

International & Domestic

o Manage the LAX air export corridor.

o Optimize pallet positions for Main Deck (MD) Lower Deck (LD) air

export shipments to maximize capacity and reduce airfreight

cost.

o Process monthly Profit and Loss statements

. Norman Krieger International, Los Angeles, CA

Title: Assistant Air Export Manager

Dates: 1998 - 1999

Responsibilities - EXPORTS: 90% AIRFREIGHT, 10%

FTL/LTL

o Assist the Air Export Manager with processing day to day

consolidations, direct IATA flights.

o Airline vendor relations, negotiation rates and services.

o Booking flights for cargo aircraft only, as well as combi-

flights globally.

o Assist with training staff with the new transportation system

o Follow-up with airlines & trucking companies ensuring on-time

delivery of all shipments.

o Train the export staff with newly upgraded computer system

. Air-Sea Forwarders, Los Angeles, CA

Title: Night Operations Manager (10/1991 - 6/1998)

Title: Special Projects Operations Clerk (6/1987 - 10/1991)

Dates: June 1987 - June 1998

Achievements & Responsibilities - EXPORTS: 80% AIRFREIGHT, 20%

FTL/LTL

o Manage staff to maximize productivity and minimize cost of errors.

Arrange, monitor, and finalize consolidation and direct IATA

shipments.

o Airline Contract negotiating special rates, bookings with domestic

and international airline carriers.

o Profit & Loss calculations, focusing on improving the company's

profit margin.

o Seasoned with urgent aircraft-on-ground (AOG) shipments.

Experienced with urgent 48-hour time frame of locating, booking,

shipping, tracking, and contacting the end user with all details,

for AOG shipments.

o Manage air export department & warehouse operations

SKILLS

o Possess short/long term strategic planning for transportation

o Strong negotiating skills resulting in cost savings and/or cost

avoidance

o Excellent analytical skills

o Seasoned with global "country specific" communication skills

o Strong interpersonal communication skills at all levels

o Leadership & Team building skills

o Excellent written/verbal communication

o Well developed problem/conflict resolution

o Adaptable to change and able to improvise

o Excellent computer skills: MSWord / Excel / Outlook / Power-Point /

Visio / Access / Lotus Notes / Mac

EDUCATION

o 27 years experience in the logistics global transportation &

planning field,

BA degree in process

o The Birkman Method - Professional business development

o Long Beach City College - Economics

o TTCI - Travel and Trade Career Institute - Long Beach, CA

(international transportation)

o Polytechnic High School - Long Beach, CA

ADDITIONAL INFORMATION

Affiliations / Membership / Additional Information:

o Board Member to PierPASS Advisory Committee

o Gerson Lehrman Group - Consultant council member

o Former Propeller Club of the United States of America

o Foreign Trade Association

o WIT - Orange County Chapter

o Source person for the JOC (Journal of Commerce) regarding air

transportation. Quoted numerous times in the JOC 2001 & 2002.

o Featured in an article with Containerisation Magazine: May 2003.

Professional references available upon request

Contact this candidate