Customer Service Project Manager

Deborah Hogge

PROFESSIONAL SKILLS

• **+ years Operations & Warehouse Management

• 10+ years of experience in transportation & logistics

• Experience with intermodal transportation

• Inventory control, customer service, and import operations

• MS Windows, Internet Explorer, MS Outlook, MS Word, MS Excel, AS400, Oracle 11i, Discoverer, Clear Orbit, WMS (DCMS)

PROFESSIONAL EXPERIENCE

04/2010-07/2011

GlaxoSmithKline / Kenco Logistics

Colonial Heights, Virginia

Logistic & Operations Management( Promo & Samples)

• Managed the overall day-to-day operations

• Ensured that client expectations were not only met but exceeded

• Ensured the safety of transportation of Hazmat materials (PPE,MSDS,Training)

• Ensured adherence to annual operating and capital budgets

• Managed and Supervised the Development and Implementation of ERP

• Managed Validation of HHT's (RF)

• Project Manager Zero Waste Project

• Implemented, Managed & Maintained Processes achieving 99.9% shipping, receiving & inventory accuracy

• Ensured inventory integrity by timely and accurate receiving, picking, shipping, and inventory management.

• Maintained cGMP, SOP, Quality Assurance, and FDA Compliance

• Effectively communicated work task Standard Operating Procedures, convey key information during pre-shift meetings and ensure appropriate shift hand-offs if needed.

• Managed & Maintained Security, Safety and Risk Management

• Directed the necessary daily activity to ensure a safe, secure, clean and fair work environment for associates.

• Delivered associate orientation, training, performance reviews, and/or development as appropriate.

• Participated in the management of turnover among hourly staff consistent with the site turnover objectives.

• Ensured the associates have proper access to the necessary tools to perform their assigned duties and that the tools are routinely inspected and maintained.

• Planed, managed, and adjusted the daily workload and staffing to minimize the unplanned overtime.

• Ensured shift/daily/weekly workload planning and volume forecasting routines are accomplished (i.e., staffing, equipment, space).

• Provided a professional environment with relation to external customers and vendors such as drivers, dispatchers, and customer representatives.

10/2004-10/2009

Albany Molecular Research Inc. (AMRI)

Rensselaer, NY

Warehouse Inventory Operation & Logistics Management

• Project leader responsible for training Warehouse and Quality

• Assurance staff to implement procedures for dispensing materials for production as well as utilize Lean methods to identify and resolve problems.

• Responsible for managing annual physical inventory team, preparation of internal and customer audits and maintaining full time auditable status.

• Implemented world class cycle count program

• Worked in conjunction with Finance Department to insure inventory discrepancies are researched and resolved.

• Worked with Customer Service to assure documentation accuracy

• Ensured proper labels and seals had been applied prior to shipping.

• Ensured the safety of transportation of hazardous materials during the receiving, shipping and storage processes to internal and external customers (drums,cylinders,etc.)

• Managed union warehouse labor which includes leading daily meetings to prioritize workload.

• Assisted in maintaining the security and safety of the warehouse while staying in compliance with Federal Agencies (U.S. Customs for FTZ, FDA, & DEA for controlled substances.

• Wrote/Reviewed/Approved & Enforced Standard Operating Procedures

• Met with Finance and Sales Staff to develop progress plans, set goals and objectives, which also included reviews of monthly, quarterly and yearly closings.

• Insured company satellite locations have required materials for testing purposes.

• Member of Environmental Safety & Hazardous Department Team which conducted monthly safety meetings, monthly plant safety checks, assured OSHA compliance and yearly potent compound and hazardous training.

01/2003-10/2004 Trans-Border Global Freight Systems Latham, NY

Import Operations / Rate Quote Specialist

• Received and processed all documents for air and ocean imports

• Maintained communications with overseas agents

• Monitored shipments for customs clearance

• Send status updates to clients on a daily basis

• Received, processed and disbursed all vendor payments, and agent invoices

• Dispatched shipments to designated truckers

• Maintained and processed shipping records for customers with EDI access

• Handled customer container shipments utilizing barge service in

the Port of Albany

• Provided customers and agents with rate quotes for domestic and international shipments

1996-2002 Quality Distribution Services Inc. Richmond, VA

Operations/Bonded Warehouse/Logistics/Transportation/

Brokerage/Inventory Control

• Supervised receiving, storage, and shipping for multiple customers in a fast paced temperature controlled warehouse

• Controlled inventory and distribution of product to and from four warehouses in the United States and Canada

• Created export bookings for customer with steamship line

• Worked closely with United States Customs in meeting requirements for import and export products as well as maintaining requirements for bonded warehouse

• Worked with freight forwarders and brokers to insure all documentation was in order for border crossings (IT’s, customer invoices, driver pars, etc.)

• Kept computerized real-time inventory control system updated for all four warehouses and provided detailed reports on a daily, weekly, and monthly basis

• Performed container and van stripping and stuffing, shrink- wrapping and re-packing to accommodate customer requirements

• Arranged and monitored the transport of freight by LTL, truckload, and air movements which included dispatching, and scheduling drivers

• Tracked all loads to final destination by using a real time tracking system (TMW/TTS) and produced detailed reports for Quality control

• Worked in conjunction with IT department to modify and upgrade computer system to meet customer requirements

Intermodal Supervisor

• Managed import manifests and export bookings for weekly vessels

• Scheduled delivery and pick up appointments for imports and exports at Port of Richmond and Penn Terminals in Eddystone, PA

• Matched loads on a daily basis to utilize equipment and minimize dead head miles

• Ensured hazmat documentation accuracy for imports and exports

• Dealt with freight forwarders, brokers, and steamship lines for line releases, U.S. Customs and FDA releases, inspections and fumigations

• Supervised, dispatched, and scheduled drivers on a daily basis

• Produced and provided all paperwork for drivers which consisted of but not limited to delivery orders, bookings, bill of ladings and hazardous documentation

• Monitored and tracked equipment along with setting up and controlling multiple container pools

• Produced daily, weekly, and monthly reports to monitor and measure quality results for all parties involved

• Created billing for all movements before submitting to accounting department

1993–1996 Federal Marine Terminal Richmond, VA

EIR Manager

• Monitored all truck movements in and out of the terminal

• Supervised and monitored EIR writers to assure quality of documentation and expedite gate traffic

• Confirmed documents were in order to receive cargo into the port for export, domestic movement or warehousing

• Confirmed that all hazmat loads had proper documentation and stored within proper locations in terminal

• Prepared and sent cargo arrival notices to customers

• Made sure all loads were cleared with United States Customs and that all proper documentation was received

• Set up delivery appointments with destination customer, dispatched load to trucker and monitored to make sure delivery date and time were kept per customer request.

• Monitor and invoiced for all Custom's, FDA inspections and fumigation if required.

• Accepted bookings from freight forwarders/brokers

• Entered all data into manifest system for each ship for the correct vessel and forwarded to an over sea’s agent prior to the vessel arrival at each destination port.

EDUCATION

• 1975 John F. Kennedy High School Richmond, VA

• University of Richmond: Imports & Exports

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