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Customer Service Management

Location:
West Newton, MA, 02465
Salary:
75,000
Posted:
August 05, 2012

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Resume:

JOSEPH W. DUNCAN

*** ****** ******

West Newton, MA 02465

901-***-****

z9fu9a@r.postjobfree.com

EXPERIENCE:

Swift Transportation Framingham, MA 2008 - Present

On-site Manager 2010 - present

• Manage operations directly at customer facility by interacting face to face with customer on daily basis.

• Perform Planning, Driver Management and/or Customer Service functions.

• Communicate effectively and professionally with assigned customer personnel on all levels while developing positive and solid relationships to enhance growth.

• Assist in collecting and maintaining current customer information in the system.

• Responsible for working with all Swift internal departments to resolve customer or company issues when necessary.

• Act as a daily extension of Sales to expand business revenue by exploring all logistics opportunities with Customers.

• Communicate daily with responsible Swift planning centers to ensure customer commitments are being met.

• Generate appropriate reports regarding service, to assist in evaluating cost factors associated with business.

Service Assurance Coordinator Memphis, TN 2009-2010

• Responsible for monitoring Just in Time shipments for multiple high exposure accounts.

• Anticipate potential service issues and seek resolution in a time sensitive manner.

• Accountable for communicating live shipment status to customers directly.

• Act as liaison between sales and business partner to review performance of overall account activity.

Management Trainee Memphis, TN 2008-2009

• Acquire skills and perform daily functions of three major operational departments: customer service, planning and driver management.

• Seek and understand each department’s role in achieving customer satisfaction.

C.H. Robinson Worldwide Memphis, TN 2007 - 2008

Intern

• Accountable for building shipments in companies tracking system and assign representative to each shipment.

• Responsible for tracking shipments during transit and resolving any possible issues that occur.

• Release invoices and create reports for customers and internal staff.

Park Place Hotel Memphis, TN 2004 – 2007

Customer Relations Coordinator

• Coordinate events and accommodations for clients including processing payments and scheduling transportation services.

• Manage front desk staff operations and provide training for new hires.

• Provide excellent customer service and complaint resolution.

• Assist senior management in the creation and maintenance of reward programs.

• Maintain records of client history and manage on-going business relationships.

EDUCATION:

The University of Memphis – 2008

Bachelors of Business Administration degree in Logistics and Supply Chain.

Southwest Tennessee Community College – 2005

Associate of Applied Science Degree with a specialization in Banking and Finance.

SKILLS:

MS Office Suite: Excel, Word, PowerPoint, Outlook, Lotus Notes, AS400, Fidelio Express, database management



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