Customer Service Management

Sandra Washington

**** ******** ****• Memphis, TN, 38135 • qewrhs@r.postjobfree.com • Phone: 901-***-****

CUSTOMER RELATIONS | DISTRIBUTION | PURCHASING | NEGOTIATION

Dedicated, focused and results-oriented professional with 15+ years experience in Logistics/Supply Chain Management/Transportation, Customer Service and providing support through logistical solutions by minimizing logistics costs while maximizing customer service levels to organizations in dynamic, competitive environments.

Experienced leader with unique insight and cross-cultural communication skills, having studied, and worked in heavy customer contact environment.

— CORE COMPETENCIES —

− Communication skills − Logistics

− Customer Relations Management − Process Oriented

− Customer complaint resolution − Distribution

− Problem analysis/solving − Organization skills

− Continuous process improvement − Computer skills

− Purchasing experience − Employee Development

− Knowledge of mix mode Transportation

PROFESSIONAL EXPERIENCE

Global Operations Team Lead, Smith & Nephew Incorporated, Memphis, TN, 2006-Present

• Provide day to day leadership to Team Members in achieving customer satisfaction and agreed upon service level requirements while managing within operational budget;

• Supervise, direct and provide leadership to 25 employees in the picking and packing process;

• Daily maintenance of time and attendance through the Kronos;

• Facilitate daily start up meeting and problem solving sessions to communicate team goals with regards to quality, productivity and housekeeping

• Coordinate daily work activities and assignments based on operation needs;

• Investigate problems to determine root cause, then formulate a corrective action;

• Report domestic business metrics to management daily;

• Negotiates contracts for purchases for Shipping supplies, and equipment through 3rd Party Service Providers;

• Created Purchasing procedures through Kazien management.;

• Aid in resolving delivery issues;

• Manage carrier relationship to ensure contractual obligations are met.

Shipping Coordinator, Johnson & Johnson Healthcare Systems, Memphis, TN, 2004-2006

• Supervise a team of 20 pickers in the induction and picking process of orders;

• Monitor workflow by maintaining appropriate workforce with proper scheduling and

placement of employees throughout the shift to ensure the success of the team;

• Track active shipments for completion of each carrier to ensure timely departure;

• Supply management with suggestions on new methods that continually improve the process

and increase the overall effectiveness of the operation.

Traffic Outbound Specialist, Ford Motor Company/Schneider Logistics, Memphis, TN, 2000-2004

• Supply management with suggestions on new methods that continually improve the process

and increase the overall effectiveness of the operation;

• Manage and provide information flow as a third party logistics person for Ford Motor Company traffic office;

• Foster the relationship between Ford Motor Company and its’ dealers by requesting weekly feedback on our SLA;

• Communicate with carriers to ensure that all scheduled outbound routes depart and deliver on time daily;

• Provide all required documentation to drivers at pickup;

• Ensure that each driver adheres to all safety procedures of the facility;

• Compile reports pertaining to the daily status of the operation.

Senior Account Service Representative, Kraft Foods, Memphis, TN, 1998-2000

• Order entry of invoices received via fax, phone or email;

• Acted as liaison between sales, operation and the carrier;

• Aided customers with availability and location of products;

• Quoted prices and order acceptance standards for products;

• Supply management with suggestions on new methods that continually improve the process;

• Point of contact for Buyers on open purchase orders;

• Scheduled available loads.

PREVIOUS PROFESSIONAL EXPERIENCE

Sr. Customer Service Representative, FedEx, Memphis, TN, 1989-1998

EDUCATION

State Technical Institute, Associate of Applied Science in Computer Operations

University of Memphis, Bachelor of Business Administration, Expected Graduation: May 2013

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