Customer Service Representative
Resume:
Colton Dockery
Rock Hill, SC *****
*************@*****.***
Work Experience
Graybar Electric – Charlotte, NC
Customer Service Representative-Comm / Data
October 2021 to Present
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Developed community reputation through commitment to customer satisfaction and strong client relationships. Expeditors - Charleston, SC
Ocean Export Distribution Lead and Operations
March 2015 to March 2021
• Evaluating vendors at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans
• Manually created shipments, assigned carriers, and dispatched shipments.
• Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors.
• Coordinated rush orders and order changes.
• Taking an active role in the transition of new business/ updates to existing business.
• Successfully providing and executing on our customers' needs. Skilled in local proficiency in all major trade lanes and backed on multiple systems platforms.
• Provided onsite training.
• Effectively controlled the release of proprietary and confidential information for general client lists.
• Monitor compliance always to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies/requirements.
• Understanding department process flow, constantly looking for areas of improved efficiency. Kuehne+Nagel - Charleston, SC
Ocean Import Agent
May 2013 to January 2015
• Reviewed new customer orders and requests and manually entered data into a centralized database.
• Conducted qualitative and quantitative analysis of logistics operations using simulation models and other tools.
• Oversaw scheduling for the day-to-day activities of 4 transportation employees.
• Resolved problems for customers, warehouses, and carriers.
• Monitored shipments to guarantee on-time delivery.
• Complete all necessary customs documents and other paperwork.
• Prepared invoices for all customers in the logistics department at the end of every month. Education
College of Charleston - Charleston, SC
Bachelor of Science in Biology
August 2008 to May 2013
Skills
• Global logistics
• Computer proficient
• Logistics network analysis
• Training and development
• Inventory tracking
• Shipment consolidations planning
• Customer service-oriented
• Client-focused
• Dangerous Goods Certified
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