Customer Service Manager

LAUREN J. ASHER

www.linkedin.com/in/laurenjasher

*** ***** ****, ** 908-***-****

Scarsdale, New York 10583 ******@*****.***

EXPERIENCED TRANSPORTATION, LOGISTICS, CUSTOMER SERVICE, POLICY AND PROCEDURE MANAGER Driving Results in the Commercial Domestic and International Transportation Industry Self-motivated and results-driven professional with 20+ years of experience in customer service, transportation, pricing, compliance, and process improvement in the international & domestic manufacturing and shipping industry. Regarded as a detail-oriented manager with proven leadership skills who works well with a diverse client base in a time-sensitive environment under crisis situations. Excels at building lasting relationships with colleagues, vendors, and clients utilizing strong communication and analysis skills to achieve goals in a highly competitive industry.

AREAS OF EXPERTISE

International Transportation Management • Customer Service • Logistics & Supply Chain Management • Pricing Intermodal Transportation & Distribution • E-Business Platform • Regulatory Compliance • Process Improvement Policy & Procedure Development • Relationship Building • Team Leadership • Microsoft Office • SAP • SharePoint PROFESSIONAL CAREER EXPERIENCE

GNT USA, Inc – Tarrytown, New York

Transportation / Customer Service Manager Jan. 2018 to Jun. 2020 A global manufacturing innovator in the natural food and beverage industry with a focus on high performance.

• Handled a department of 4 logistics / customer service team members.

• Interfaced with 3PL providers and warehouse on a daily basis to manage the transport of products to fulfill customer orders.

• Point of contact for problem resolution and implementation of innovative procedural changes.

• Oversaw customer order entry and export documentation preparation.

• Worked closely with head of supply chain to ensure sufficient inventory levels.

• Responsible for customer invoicing.

US Castings – New York, New York

Operations Manager Head of Customer Service Jun. 2016 to Jan. 2018 Hired to manage all functions related to importing of goods from global sources.

• Selected and worked daily with a variety of 3PL providers; performed 3PL analysis resulting in overall cost reduction of 20%.

• Created and reviewed all import documentation; responsible for all Regulatory & Compliance management.

• Served as point-of-contact with customer base for all operational aspects and customer service functions related to procurement and delivery of goods; implemented policy and procedure related to all operational processes.

• Served as Lead Manager on government bid submissions. Circle Glass, LLC – New York, New York Oct. 2015 to Jun. 2016 A leading provider of classic and contemporary glassware serving multiple segments of the North American market, both retail and commercial.

Traffic / Logistics Management Specialist

Recruited to direct interface with overseas factories and freight forwarders to coordinate imports into USA.

• Implemented budgetary compliance related to monthly freight costs by creation and analysis of new reporting methods.

• Oversaw management of ocean and air freight resulting in streamlining of 3PL providers and overall cost reduction of 15%.

• Reviewed all import documentation; proactively planned and scheduled goods based on customer needs and demands. Page 1 of 2

DHL Global Forwarding USA – Newark, New Jersey

Nov. 2014 to Oct. 2015

A market leader in the efficient co-ordination and movement of freight worldwide. Product Capacity Management Specialist

Managed increased trade demands in Asia-Pacific market implementing new technology to better serve customer needs.

• Coordinated carrier allocation management – in-depth analysis of ocean carrier contracts and alternative space options.

• Oversaw vendor management, including a variety of initiative programs – outstanding invoices, carrier escalation resolution,

• and support to all local offices related to operational problems.

• Managed rate procurement by obtaining and negotiating bullet rates for local business.

• Served in a lead project management role on vendor auditing project.

• Created innovative Excel spreadsheets for pricing and alternative carrier options.

• Reduced outstanding payables by 25% with top global carriers by implementing and managing newly created program. COSCO Container Lines Americas, Inc. – Secaucus, New Jersey 1999 to 2014 One of the world's premier full-service intermodal carriers with a vast network of ocean vessels, barges, railroad and motor carriers. Assistant General Manager - Shipment Management (2011 to 2014) Promoted to manage all aspects of North American shipments, while retaining previous National Export Manager duties.

• Provided leadership of Customer Service functions in four (4) North American service centers related to all aspects of Shipment Management – Export, Import, Hazardous, Vessel Space Control, Export Traffic, and Export Documentation.

• Oversaw the fulfillment of 19 to 23 weekly services, and managed transport of a combined 400,000+ international import and export containers (2013) to ensure customers got the most complete, cost-effective, and world-class service.

• Served as a critical team member in implementation and growth of the company’s E-Business platform by expanding and further developing procedures, processes, and system capabilities based on customer demand and user requirements.

• Liaised with Vessel Sharing partners related to start up agreements, working procedures, and day-to-day operational issues.

• Ensured full compliance with government regulations, inclusive of foreign and domestic customs agency requirements, covering scope of attending industry conferences, writing & implementing procedures and policies throughout the company. National Export Manager (2005 to 2011)

Promoted into a corporate function to manage export and traffic functions for all of North America.

• Developed policies and procedures, and managed day-to-day trouble shooting to ensure compliance with industry regulations for Export Customer Service Centers and Traffic Operations at 14 ports of call in the U.S. and Canada.

• Served as main point of contact for training on various terminal software programs.

• Performed a high volume of reporting, checklists, manifests, and statistical analyses for corporate presentations. Supervisor Export Traffic – East Coast (1999 to 2005) Recruited to supervise a team of 4 Traffic Coordinators, working directly with terminals to ensure customer needs were met.

• Interfaced directly with customers to arrange shipments and managed all East Coast traffic functions communicating daily with trucking companies, rail ramps, and terminal operators to trouble shoot issues under tight time constraints.

• Developed and applied a new process to reduce overall terminal charges based on containers dwelling at the facilities.

• Implemented procedures for improved uniformity throughout the company related to all Traffic departments. EDUCATION

Bachelor of Business Administration in Marketing / English Literature Baruch College – New York, New York

908-***-**** Page 2 of 2

******@*****.***

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