Customer Service Representative
Resume:
Diego Eberhart
Fairburn, Georgia 30213
********.*****@*****.***
Objective
To obtain a challenging career that enables me to utilize my overall experience and ability.
Qualifications
My aptitudes and abilities have led to a wealth of qualifications. I have gained extensive experience in the areas of Transportation, Customer Service, Administrative and Helpdesk. My computer applications experience includes all Microsoft Office programs (Word, Works, PowerPoint, Excel, Outlook and Access). Extended computer experience includes: JDE, Red Prairie, AS 400, TMS, SAP, and Oracle Transportation Management. Along with operational knowledge, I have gained an enhanced ability of how to deal with a myriad individual, which I consider to be my most valued asset.
Experience
April 2016 – The Present Armada Supply Chain Solutions
International Supply Chain Coordinator - Distribution
Manage International Distribution Centers and facilitate/direct resolution to DC issues by proactively auditing to confirm that all requirements are being met. This includes product management, providing necessary customs documentation and coordinating the various USDA inspections needed for each international market.
Monitor shipments to ensure on-time delivery utilizing the TMS (Transportation Management System). In monitoring the shipments, it is also necessary to monitor Port and container ship activities in order to forecast any delays in the shipments and communicate these delays and provide resolution to the end customer.
Direct stock out management and system storage for all Armada handled items. This includes communicating all new item requests, event and promotions planning, hub product returns, phase in /phase out items, obsolete inventory, allocation management and hub optimization.
Identify out of stock situations and communicate in a timely manner to the DCs; this communication also includes an explanation of the stock out as well as available date for the product; this requires an assessment of the impact on the DC and possible resolution.
Coordinate with Supply Planning, DCs, and HUBs to successfully manage inventory processes.
Identify areas of opportunity through key performance metrics that facilitate network optimization through DCs and carriers.
July 2014 – April 2016 Schneider National Carriers
Dispatch Analyst – Area Planner
Drive improvement in the utilization of the dispatch organizational tool in order to assign freight in accordance with market plans, therefore maximizing all aspects including: profitability, customer satisfaction and driver retention.
Provide feedback to Fleet Managers in regards to driver related data accuracy (i.e., schedules, ETA’s, etc.) while providing feedback to customer service and network management in order to aid on load acceptance decisions.
Identify the root cause of customer service issues, related to the optimization and drive improvements in order to maximize key factors such as dray costs, percentage on company drivers and loaded ratio.
Work collaboratively with Customer Service Representatives, Network Planners, Rail Team, Appointment Setting and Engineering on opportunities for key factor improvement in markets (e.g. load creation or appointment guidance, driver availability direction, chronic customer or driver trends, etc.)
Provide feedback to Network Management/Customer Service/Sales on long-term challenges and opportunities in an assigned market (i.e., needed lanes, day of the week variability, box availability, etc.).
January 2012 – July 2014 Schneider National Carriers
Intermodal Operations Specialist
Assigned intermodal freight while effectively balancing capacity. In assigning freight, it was also my responsibility to maximize Schneider container/trailer asset utilization.
Assign freight with sufficient resources to meet and exceed customer requirements while maximizing the use of Schneider equipment capacity.
Effectively executed and maintained all systems/processes while ensuring accurate and timely status information was updated in the appropriate tracking systems.
October 2007 – November 2011 Americold Logistics
Account Manager
Maintained relationships and favorable contact with customers. Respond to phone inquiries from customers, warehouse staff and carriers.
Provided problem resolution regarding shipping, order and deliveries.
Monitored carrier service levels and advised dispatch when service levels fell below expectation.
Worked with Transportation Customer Service representative on exceptions, rush orders and order changes.
Monitored personal productivity levels, ensuring all team service levels were met.
Identified and escalated possible process improvement ideas.
Education
2014- The Present American Public University
Senior – B.S. Information Systems Security
2002 – 2003 Shorter College School of Professional Programs
Completed one year in B.S. Business Administration Program
1993- 1995 Atlanta Metropolitan College
A.A., Art History
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