SUMMARY

SKILLS

EXPERIENCE

SUSAN BAKSH PETWAY

Hampton, VA 23666 C: 757-***-**** adg0t5@r.postjobfree.com Customs Services Customer Account Manager with talent for details and multitasking. Strong knowledge of Shipping and Imports Process. Communicative and team-oriented with proficiency in Excel. Proven history of fostering results to meet team, individual and management objectives. Administrative support

In-Depth Know-how of the Import

Process

MS Office

Client coordination

Ability to effectively multi task

Detailed oriented

Process monitoring

Operational support

Timeline management

Strong collaborative skills

Account management

Customer service-oriented

Superior negotiation skills

Motivated self-starter

Cargowise, SAP & SAPTM

07/2009 to Current Customs Servies Customer Account Manager Panalpina Inc. Norfolk, VA

Process Customs Entries per established Panalpina Customs Services SOP Review Documents for accuracy

Transmit information to ACE, verify results

Check customs release for discrepancies

Transmit payment of Customs duties via ACH

Manage exceptions with involved parties

Ensure the payable & receiveable documents are completed accurately and paid on time

Ensure that file contains all necessary document copies in proper sequence Operationally manage and monitor specific CHB accounts including the internal opererational teams

Support the training and day to day oversight of the operational teams for SOP compliance and internal working procedures focusing on increasing productivity

Establish and assure a continous improvement methodology for the customers under direct responsibility.

Support, monitor and assure operational excellence is delivered with a focus on mandatory milestones and department KPI's, assuring overal data quality.

Assisted sales team with challenging client requests and issues. Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.

Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.

06/2006 to 07/2008 Import Manager

Samuel Shapiro & Company Inc. Norfolk, VA

ADDITIONAL EXPERIENCE

EDUCATION AND TRAINING

Management of customer service and all other aspects pertaining to the processsing of transaction files and services offered to the customer. Document handling and appropriate dissemination.

Managed record-keeping, accounting, compliance issues, customs statements, operational trouble -shooting.

Ensured SOP were in place and reviewed regularly with the respective customer profitablity and revised accordingly.

Monitored / Managed daily activity reports weekly and reviewed with operations to ensure established targets were met. 06/2004 to 06/2006 National Accounts Manager

Samuel Shapiro & Company Inc. Norfolk, VA

Managed largest account to ensure that quality performance and efficient customer service was provided.

Acted as a liason for the branches,sales and our agent network. Monitored any reported service failures or problems with the internal leader regarding account until resolved.

Worked with agents oversea's to ensure the customer received the required information in a timely manner.

Negotiated international and domestic rates, establishing the most cost effective routings.

Negotiated international and domestic rates for new store openings. 05/2001 to 05/2004 Import Account Coordinator

Samuel Shapiro & Company Inc. Norfolk, VA

Coordinated and provided import logistics support and oversight of customer between the import and all departments with branch accounts. Provided support and control external account communications. Obtained and arranged cargo transportation rates, freight routing,cargo logistics.

Processed import entries and logistics.

Monitored daily reports.

Maintained current industry knowledge.

Participated in industry-released functions.

Troubleshooting / department- team assistance.

Export Coordinator - American Freight Lines, Hillside NJ Obtained rates from various steamship line to quote customer, prepared all related documents-classification, inland transport from door to port. Office Manager - Hirdes Freight International, Elizabeth NJ Oversaw Import/Export Department

Monitored daily reports

Communication liason for agents & customers both locally and abroad for air and ocean.

Managed accounts payable/receiveables and collections. Managed recruiting of new customers.

Some College (No Degree): Business Management

Kean University Union, NJ

Contact this candidate