Customer Service Management

Gabriel Hartman

**** * *** **. #**, Indianola, Iowa 50125

***********@*****.*** • Phone 563-***-****

Object

Shipping, Logistics Management and Supply Chain Management

Summary

Ten years management experience within the transportation industry.

Seven years of supervisory experience.

Two years of production supervision.

International corporate relations experience.

Management professional experienced in all facets of logistics, transportation, procurement, administration, customer service, fleet management, production and team management.

Experience

Fujii Shokuhin K.K., 7163-1 Kabe, Sanuki, Kagawa, Japan 769-2104 June 2013 to September 2015

Production and delivery supervisor

Created delivery schedules and routing solutions for production facility.

Substitute delivery driver and maintenance technician.

Customer relations, order fulfillment, delivery scheduling.

Maintained employee payroll and scheduling.

Controlled labor costs thru the use of LP production reports.

Managed, directed, trained and presented team member meetings for safety, CIP, GMP, DMAIC, and HACCP.

Provided first line human resource duties thru notices of discipline and employee counseling.

Worked in conjunction with, and performed Quality Control audits and inspections.

Set up and directed daily production schedules and adjusted as required to meet quotas.

Lock Out Tag Out certified instructor

Heartland Express, North Liberty, Iowa Jan 2003 to April 2013

FedEx Supply Chain Supervisor Night Shift, (Oct 2008 to Apr 2013)

Supervisor for five outside operations terminals and ten off shift office staff.

Responsible for company payroll report and maintain confidentiality for 4500 employees.

Federal Emergency Management Agency contact.

Final point of contact for Risk Management.

Supply chain supervisor for FedEx ground and air freight.

Procurement specialist skilled in managing material and equipment needs for a 3000-unit transportation fleet.

Proven ability to manage staff, control operating budgets, and communicate with other departments, vendors, and executive management to ensure procurement goals are met.

Experience with sourcing suppliers for purchased goods and services with an annual value of $1.4 million, negotiating contracts within budget requirements.

Operations management of 3000-power unit fleet 18:00-06:00.

Direct reporting to Vice President of operations concerning any accidents, fatality accidents, hazardous material spills and moving violations.

Handled time-sensitive freight, general goods, hazardous materials, and government shipments.

Set rates for new lanes acquired.

Point of contact for customer corporate representatives.

Awards:

2008 FedEx Carrier of the Year

2008 FedEx ground service award 100.00% On Time Service with Zero Service Failures

2008 FedEx Smart Post Carrier of the Year

2008 FedEx Platinum award for Outstanding Performance Maintaining a Service Level of 99.98%

2011 FedEx “Core Carrier of the Year” 6 consecutive years.

2011 FedEx “Gold Award for 99.83% On-Time Service”

Heartland Express, North Liberty, Iowa

Sears Home Deliver Supervisor Night Shift, (Oct 2006 to Oct 2008)

Completed daily activity report, concerning service failures and on time percentage for loads monitored night shift.

Managed operations personnel performance and trained the night shift newcomers.

Supervised pick-up, and delivery of Sears Direct Delivery household goods for a nightly average of 1000 deliveries.

Communicated with customers concerning delays and service issues.

Heartland Express, North Liberty Iowa

Sears Customer Service Corporate Contact (Jan 2003 to Oct 2006)

Consolidated orders to minimize shipping costs, managed customer database, and worked in conjunction with technical, accounting, and sales departments.

Analyzed problems and anticipated customers' needs.

Communicated with customers and brokers daily.

Responded to inbound customer inquiries regarding claim procedures.

Researched new and followed up on existing disputes and problems.

Involved in all aspects of customer service including solving problems, establishing and accessing customer accounts.

Awards:

2006, 2007 Sears Carrier of the Year

National Law Enforcement and Security Institute, Chicago, IL Jul 2002 to Dec 2002

Counter terrorism instructor (I left company due to United Airline’s bankruptcy)

Trained flight attendants in flight cabin security and counter terrorism.

Instructed flight crews on correct techniques for subduing and restraining possible terrorists and violent passengers.

Heartland Express, North Liberty, Iowa Jul 1999 to Jul 2002

FORD Dedicated Fleet Manager and Customer Service Representative (Nov 2000 to Jul 2002)

Managed day-to-day operations for fifty truck automotive dedicated fleet.

Skilled in the operation and overall management of production facility deliveries and route scheduling.

Recorded and maintained files and records, regarding customer requests, work and services performed and other dispatch information.

Intensified on Time Scrutiny for Dedicated and Non Dedicated Dispatches.

Awards

June 2003 Received 100.00% on Time Award for Production Facility Deliveries.

Weekend Operations Manager (Jul 1999 to Nov 2000)

Managed day-to-day operations.

Confirmed legal dispatches and log compliance.

Coordinated freight, re-allocation to available power-units.

Helped answer customer requests for delivery and scheduling updates.

Planed load assignments and dispatched loads.

Gained general transportation knowledge as a load planner and fill in daytime operations staff member.

Telecommunications Diversified Services Inc., Boone, Iowa Nov 1996 to Jun 1999

Vice President of Operations

Managed day-to-day operations for a 500-customer Internet access company.

Assisted users to identify and solve data communication problems.

Trained users in use of equipment, visited vendors to learn about available products and services.

Monitored system performance and performed monthly billing and accounting duties.

United States Air Force, Montgomery, Al May 1996 to Oct 1996

Officer Trainee

Military service

Education

Cornell College, Mount Vernon, Iowa May 1995

B.S., Biology, Environmental Studies

GPA: 3.02, Major GPA: 3.5

Qualification

Oxford Seminars, May 2013

60-hour TESOL/ TESL/ TEFL Teacher Training Certification Course

Dale Carnegie Training Aug 2002 to Oct 2002

Leadership Training for Managers

Skills

Supervision

International communication and relations

Procurement

Traffic & Transportation

Scheduling

Material Tracking Systems

Organizational Management

Client Relationship Management

Payroll Reporting

Safety Awareness / Training

Documentation and Reporting

Customer and Employee Relationship Management

ISO-9000 Compliance

Production supervision

As400 proficiency

Fork lift licensed

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