Customer Service Manager

Sen baby

*** ******* **** ** *** Hyde Park New York 11040

***********@*****.*** 516-***-**** cell 516-***-**** Home

LinkedIn: www.linkedin.com/pub/sen-baby/12/b77/596/

Summary

Versatile, forward-thinking logistics professional offering more than 12+ years of international experience from Leadership to specialist roles within shipping, logistics and supply chain which includes operations management, customer service, supervisory experience in freight forwarding, and international/domestic logistics.

Analytical and intuitive: capable of finding solutions. Well-developed interpersonal skills: excellent relationship and team building qualities.

Understand Business from Desk Level to Management Level -Strong People Relationships - Bottom Line Oriented - Strong Teaching Skills and Continuing Desire to Learn - Fair but Firm Decision Maker - Take ownership for Decisions Extensive experience coordinating, planning, and supporting logistical, administrative, and supervisory functions; adept in planning, logistic scenario modeling, and solution development.

Excellent communication acumen, able to foster internal collaboration and performance through leadership and relationship development; liaise effectively with import / export regulatory agencies and officials.

Leverage expertise to select, negotiate with, and manage external transportation providers; develop internal teams, utilizing clear objectives and measurable performance tracking techniques.

Education & Credentials

Bachelor’s of Engineering in Information Technology (2002)

Professional Certification: International Computer Driver’s License (ICDL)

Professional Experience

Manager, Freight Operations - Livingston International

VALLEY STREAM BRANCH, NEWYORK – May 2015 –Present

Responsible for the overall growth and development of Ocean(Import/Export), Break Bulk Cargo and Air(Import/Export) operations for the Branch but not limited to customer service, terminal handling, warehousing operations, billing related to freight forwarding operations.

Ensures and is held accountable for profitability of the station on the freight forwarding side of the business

Responsibilities include:

-Managing the performance of the team members using effective leadership, communication, motivation and feedback

-Insure that files are processed timely and accurately maximizing potential profitability

-Identify and implement process improvement initiatives

- Support Business Development by working with local and regional sales in closing deals

- Conduct departmental meetings regularly to solve team, client, vendor issues

- Train, mentor, supervise, conduct annual performance reviews for employees and also recruit new employees when required

Ocean Operations Manager - North East Region at Damco USA Inc

DAMCO USA, JFK BRANCH, NEWYORK – January 2012 – May 2015

Head of operations for the North East Region responsible for managing an operations team for ocean products, ensuring excellent customer service, profitability and compliance to all activities in the import environment in accordance with U.S. and international requirements, laws and regulations.

Key Responsibilities

Manage /supervise a team of 7-8 including Ocean import and Export, assist and coach them.

. Establish pricing for ocean opportunities, possessing a thorough understanding of tariffs, price conversions, weight, and volume of merchandise imported to foreign destinations.

Identify areas of concern in the clients’ import processes through monitoring of team performance against company and client standards, regular audit of shipment documents and accounting, and periodic client reviews.

Supervise, develop and train the import staff in areas of shipping and import administration regulations and procedures required for servicing staff in to deliver excellent customer service.

Ensure team is in full compliance with Governmental regulatory bodies (FMC, IATA, TSA, etc.) in order to protect Damco’s legal and financial position.

Audit documents/processes including invoices, bills of lading, and shipping statements to ensure compliance with federal and foreign regulations governing the shipment, receipt, and documentation of imported products.

Audit file closings to ensure timely invoicing and maximum profitability

Review, approve, and assist with the development of written procedures for handling each account, including schedule of service fees, shipment and booking process, and any other related information.

On-board clients to be handled within your team, creating seamless transitions, maximizing client retention

Communicate operational and commercial needs of the branch and the branch’s clients to overseas colleagues, guaranteeing operational consistency and customer satisfaction

DAMCO USA, JFK BRANCH, NEWYORK – 2009 to 2011

CUSTOMER SERVICE SPECIALIST/BUSINESS CONTROLLER

Customer Service/PO Management/Rate negotiations/Cost Savings Initiative/Highly Operational Oriented

-Proactively and efficiently manage the cargo operation and information flow of assigned accounts to exceed Customer requirements and support North Eastern region’s goals and objectives.

-Directly interacting with the client, handling their inquiries, offering great customer service, analyzing account information and providing results for best quality service to the client.

-Assisting in the establishment and management of all relevant Key Performance Indicators (KPI’s) and Metrics as outlined in customer Standard Operation Procedures (SOP’s).

-Plan, coordinate and monitor daily operations for inbound ocean freight in collaboration with global Damco Offices and sales teams

-Troubleshoot all problems to ensure prompt resolution while communicating proactively with all Stakeholders.

-Assist branch sales and management in developing customer profiles so Damco origin and destination Offices understand client expectations deliver the proper service at a profitable price.

-Responsible for all processes having Internal Control and/or Financial implications which include Monitoring file handling performance and minimizing loss producing activities.

-Ensuring excellent customer service, profitability and compliance to all activities in the import environment In accordance with U.S. and international requirements, laws and regulations

MAERSK LOGISTICS, A.P. MOLLER MAERSK GROUP, Dubai, UAE – 2004 to 2009

ASSISTANT MANAGER, FCL OCEAN FREIGHT OPERATIONS

Provide leadership for Full Container Load (FCL) Operations, managing shipment logistics for key customer accounts in alignment with service level agreements and key performance indicator (KPI) objectives.

Supervise end-to-end logistics for imports / exports for international clients, coordinating shipping vendors across containers, vessel / vehicle schedules, cargo handling, and land transportation; oversee logistics and administration team of up to 8. Ensure adherence to service level agreements during each stage in process. Manage all delays and unexpected / unplanned circumstances that arise during the life cycle, providing quick and effective decision-making and direction. Communicate directly with customer regarding cost and schedule expectations, serving as a key agent of customer retention. Coordinate completion of required paperwork including manifests and invoices. Report to Product Delivery Manager and collaborate on new product development and customer prospecting.

Key Contributions:

Cultivated expertise in port authority / customs agency requirements and import / export regulations.

Perform hands-on team leadership, leveraging KPI benchmarks and individual mentoring to promote professional development; train new staff and ensure team proficiency across all tools and processes.

Continuously negotiate competitive rates with ocean carrier partners for maximum profitability.

Rapidly resolve or escalate all identified customer service issues toward objective of zero complaints.

Recipient of 2005 Performance Award for maintaining exceptionally high productivity rates, as well as a token of appreciation for going the extra mile to handle and streamline import operations.

TRANSPACK, LLC, Dubai, UAE – 2002 to 2003

LOGISTICS COORDINATOR

Orchestrated incoming and outgoing ocean freight shipments, coordinating all transportation, shipping, and import / export requirements; identified most cost-effective transportation and shipping methods and negotiated cargo space rates with both buyers and sellers, representing internal and external stakeholders. Prepared invoices and provided status reporting to customers and management.

Key Contributions:

Coordinated extensively with freight companies, customs house brokers, and transportation professionals to execute all shipment phases.

Provided rates and project quotes for customers; rapidly responded to customer service needs.

Diligently tracked down lost and misdirected cargo to retain customer business.

Contact this candidate