Customer Service Manager

George M. Schuster Cell: 216-***-****

**** ******* ***** ****., *********, Ohio 44212 **************@*****.***

Proven ability to develop and deploy customer-centric philosophy that engage and bolster loyalty. Built

relationships with internal and external stakeholders to secure support and fuel program success.

Comfortable in fast-paced settings, leverage organizational skills and attention to detail to maintain an orderly

environment.

- Core Skills -

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Key Client Management Supply Chain Management

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Strategic Rate / Space Negotiation Cross Cultural Communications

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Customer Problem Solving Specialty Shipment Handling

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Evaluate / Promote Services for Customers Hired / Fired / Trained / Evaluated Staff

Professional Highlights

Yusen Logistics (Americas) Inc.

Branch Manager: (January 1988 – January 2015)

- Selected Highlights -

- Coordinated movement, communications, sales and negotiated rates / space for high profile, long term

accounts. Maintained service levels, customer profitability and the development of new growth.

- Initiated Individual Supply Chain program for three overseas customers involving local pickups, inventory

management and repackaging for international shipping.

- Developed and Implemented Export Training manual. Used 10+ years until company developed its own

training manual.

- History of establishing strong customer relationships in diverse settings. Demonstrated a skillful,

professional and positive communication that works with individual customers’ requirements and

preferences.

…Thank you very much for helping me out with our “hot” item that needs to get to Japan on Monday. Your

assistance in all aspects of this headache for me has been very helpful, and the information you gave me that I passed

onto Japan has made them happy….

…We were in a jam and George’s responsiveness proved the difference between an angry customer and satisfied one…

- Excerpts from customer letters

Export Supervisor: (June 1985 – January 1988)

- Assisted Branch Manager in planning/implementing projects, the hiring process and orienting and training

employees.

- Negotiated rates with airlines, steamship lines and NVOCC’s

- Assigned work and organized export department

- Stayed current on Export Administration Regulations and Hazardous Material Regulations.

- Monitored customer communications and ensure customer requirements were met. Maintenance / Cold

calling responsibilities.

Export / Import Coordinator: (June 1983 – June 1985)

- Received and processed client’s shipments via truckers, airlines and steamship lines / NVO’s.

- Trained and certified to handle hazardous material and Letter of Credit shipments.

- Provided customer service: responded to inquiries, provided rate information, solved problems, and

expedited required documents.

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Education

Baldwin-Wallace University, Berea, Ohio

- Bachelor of Arts – Business Administration with a Concentration in Marketing

- German Minor

Additional Training / Certification

- ICAO/IATA Dangerous Good Training. Expires September 2015)

- Other Training includes, but not limited to the following: IAC Basic Air Cargo Security, Export Compliance,

Electric Lift Truck, Anti-Trust, Sexual Harassment, Performance Management, Employee Relations,

Interviewing, Cross Cultural Training

- Boy Scouts Of America Wood Badge Course (C-30-09-35)

Community

- Boy Scouts of America from January 2001 – Present. Currently Scoutmaster

Language

- Knowledge of conversational German

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