Customer Service Management
Resume:
Latesha Brooks
Farmington Hills MI. 48331
*****************@*****.***
OBJECTIVE: Eager candidate seeks employment has as a Logistics Coordinator
within a company that encourages creativity and growth.
EXPER IENCE:
RYDER LOGISTICS, NOVI, MI 07/05-Present
Customer Logistics Coordinator- Hendrickson- 08/12-Present
. Create & distribute appropriate routing instructions for current and
future suppliers.
. Plans and schedules inbound and outbound shipments to internal or
external customers
. Acts as liaison between customers, freight carriers, warehouses,
plants and the planning department .
. Ensures on-time delivery of goods to customers by investigating and
resolving detention issues
. Directs investigations to verify and resolve customer or shipper
complaints.
. Assists with internal and external audits.
. Analyzes flaws in procedures, and reports and recommends to supervisor
reasonable system modifications and improvements.
. Acts as an expediter to resolve delivery problems and implement
improvements to the logistics system.
. Monitors costs by evaluating shipments, consolidating loads, and
selecting most cost-efficient method of shipment, if necessary, and
makes recommendations or suggestions to supervisor for possible
improvement.
. Execute-confirm carrier, tender loads to carrier, monitor for tender
accept
. Respond to carriers/customers to ensure critical success factors are
achieved.
. Monitor and resolve EDI errors on orders
. Communicate effectively and build a professional relationship with
carriers, shippers and internal/external customers to strive to exceed
their total service expectations
. Event Management- Track and trace shipments/POD request
. Optimize shipments, build loads select carriers and route and rate
loads in I2/Transportation Manager
. Hendrickson moves 5000 LTL'S, 1000 expedites, and 1400 TL's annually
. Provide feedback and recommendations to drive continuous improvement
for SPE processes and procedures
. Resolve customer issues in a timely manner
. Related duties as assigned by management
. Provide Customer updates by using email, phone and online software
Shipment Management Coordinator- Proctor/Gamble- 01/11-07/12
. Receive and enter shipments from customer into SPE operational support
. Resolve customer issues
. Maintain high level of customer service
. Analyze and interpret data
. Utilize methods and procedures to achieve process compliance
. Facilitation of non-typical or specialized customer requests
. Support and maintain standard customer and operation reporting
. Event Management- Track and trace shipments/POD request
. Route shipments using technologies and business procedures
. POD request
. Suggest and create cost effective ways to save money for the customer
. Provide visibility for shipments and point of contact for client
. Related duties as assigned by management
. Ensure product supply goals are met to deliver customer satisfaction
Shipment Management Coordinator- Account Lead- 11/08-12-10
. Created Process Manual for USPS to assist in new hire training
. Created Trend Analysis which provided quaterly reporting of processes
and procedures implemented for the purposes of maintaining high level
of customer service and cost effective ways to save the customer money
. Assisted in training and development of all new hires utilizing
I2/Transportation, ROL an Toolkit systems
. Direct point of contact when dealing with customer issues
. Provided constant feedback directly to the customer to improve the
account
. Strong Customer service and resolution skills
. Optimize shipments, build loads, select carrier, route and rate loads
in TM
. Provided Customer and supplier training of I2/Transportation Manager
and ROL system
. Provide feedback on performance
. Support track and trace
. Related duties as assigned by management
Logistics Coordinator-Delphi/Inteva- 05/06-11-08
. Route management for Delphi and Inteva via email exception in LMS
. Maintain constant communication with carriers and direct plant contact
. Interaction directly with Implementation Managers and Ryder Analyst
. Provide ROD request
. Track and trace freight from OMC Mexico
. Schedule spot buys and expedites when needed
. Cross train on new accounts when needed
. Provide customers with updates using Outlook and LMS system
Data Clerk-GM/Detroit Hamtramck 07/05-04/06
. Track and trace Investigate, resolve and document shipment
discrepancies
. Maintained constant communication with carriers and customers
. Exception via email communication in LMS
. Add and cancel loads in LMS when needed
. Assist new hires in training in development
. Answer GM related calls pertaining to updates and customer issues
. Provided plant with contact updates of late routes
Troy Design and MFG-Livoina,MI-Designer-10/01-05-05
. Created small parts for Ford Motor CO, utilizing SRD/Ideals/CAD
. Familiar with CP3 Metaphase, and Re-mastering
. Cross trained new hires and trained on new software when needed
. Designed parts on various programs such as P221, F150, C170 and S197
. Monthly visits to Ford Motor company to ensure parts created where
built correctly
EDUCATION:
Lewis College of Business - Business Administration/Accounting
Visual Technologies - Certified/SDRC/Ideals/CAD Design
SKILLS AND ABILITIES
. Microsoft Office 2007
. Lotus Notes
. I2/Transportation Management
. EDI-Electronic Data Interface
. TOOL KIT
. LMS-Logistics Management Suite
. Multitasking Capability
. Advanced problem solving
. Works well with a team or independently
. 9 plus years of Logistics/Transportation Management Experience
. 15 plus years of Automotive and Customer Service Experience
REFERENCES AVAIALABLE UPON REQUEST
Contact this candidate