Customer Service Manager
Resume:
PENNY THORNTON
PO BOX *** Cedar Hill, TN *****
Cell: 615-***-**** EMAIL: abizcr@r.postjobfree.com
profile EXCELLENT ANALYSIS AND PROACTIVE PROBLEM SOLVING
SKILLS WHILE PERFORMING MULTI TASKS DAILY UNDER
STRICT DEADLINES.
Hardworking, committed, self-motivator, very
dependable, less than 5 days missed in 12 year
period.
All departments are dependant on my job
performance, and accuracy to insure all shipments
are correct from order entry through
COMPUTER billing/invoicing process.
EXPERIENCE Process improvement with focus on cost,
productivity and efficiency considerations.
Excellent Customer Service management skills,
courteous and professional while being intricate in
detail.
AS/400-Extensive
TMS-Transportation Management System (internet
customer app)
Novell
WMS-Warehouse Management
BPCS Software
Microsoft
Excel
Shiptec Shipping Systems
Fedex Ship Manager
Novatime Payroll
Maves
career Experience
January 2009-Present CWC Logistics
Goodlettsville, TN
CSR Manager/Office Lead
CSR Manager-responsible for all customer service
inquiries and to insure complete customer
satisfaction
Process and administer all month end billing and
invoicing for all customers
Manage office to insure all daily functions are
done efficiently
Process all payroll and submit to corporate office
Control and process all inventory transactions
daily as well as cycle counts and physical
inventories
Process all inbound and outbound orders and
receipts
Confirm all shipments via small package, LTL and
Truckload
Schedule out inbound/outbound containers
January 1998- January 2009 Forefront Group
Springfield, TN
Logistics Administrator/Traffic Coordinator
Release/verify/confirm all domestic/international
shipments from Forefront including all warehouses:
Finished goods, Embroidery, Miller, Burton,
Partners Club, and Wilson brand products.
Manage over 60+ headquarter accounts with specific
routing instructions to insure proper routing
procedures are followed.
Release/confirm/verify all international shipments
to insure all documents are prepared and shipped
accordingly to avoid any customs delays and
accurate arrival times.
Report to 20 Customer service reps for all of their
needs including, rate quotes, tracking information,
order verification, rushes, inventory, product
information and packaging.
Work directly with all carriers regarding FAK
rates, discounts, linear foot rule, scheduling LTL
and truckload shipments for all orders to insure
cost reduction on all shipments.
Report directly to billing department on all
billing issues, freight cost on all shipments,
including orders processed outside the system,
including air, international, parcel post, DHL,
rectify any discrepancies that may show in her
daily report.
Schedule pickups via appropriate carriers for any
mis-shipments and get reconsigned to other
customers or returned back here in a timely manner.
Provide proof of deliveries to all of customer
service and credit dept as needed.
Process all non-inventory shipments and returns.
Calculate linear feet for trucks to insure linear
foot rule is not exceeded to avoid loss of
discounts/FAK class on shipments.
Work directly with credit department on any
shipments that are on credit or customer holds that
are ready to ship.
Work with all carriers on any shipment that is
received in short/over or damaged. Submit
corrected bill of ladings: notify customer service
of any discrepancies so shipments can be completed.
Monitor over 15 warehouse employees daily to insure
workload is completed.
Expedite all Anheuser-Busch shipments online to
ensure order accuracy and tracking information to
mandate proper payment from A/B.
Work directly with customer service on all
E-Commerce accounts to avoid any chargeback's on
shipments.
Member of in house "Pit Crew" team, we establish
new work procedures and implement them throughout
the company to improve work efficiency and
accuracy.
Work with IT department on setting up ship system
requirements for utilizing our ship system to
maintain daily accuracy and efficiency.
Work directly with EDI coordinator on setting up
shipment; schedule all pickups through TMS websites
for truckload and LTL shipments.
Schedule all PGA/Trade show orders to insure proper
delivery and handling of show orders.
Calculate and monitor payroll/time cards for
regular and temporary employees.
Provide performance and productivity report to
Operations Manager on all inbound/outbound freight.
Provide leadership for all warehouse employees to
insure their value and effort at work is greatly
appreciated.
Customer Service Management-manage customer service
department in shipping office to ensure quality of
service to customers and order fulfillment.
Assisted IT department on implementing new shipping
system in Baldwyn, MS warehouse during transition,
train all employees on system as well.
Education
1987-1990 Salem High School Salem, IN
1 year degree computer programming
1 year degree data entry-12,000-15,000 kmp (80-100
wpm)
references
Robert Butterworth
Forefront(Supervisor)-Distribution Manager Cell:
Bob Crouch Owner: All in One Logistics Home:
696-8279 Cell: 973-6963
Kenny Phillips Forefront-ASI Mgr. Home: 696-8150
Cell: 604-4819
Jim Fitch Forefront-VP Operations: Cell:
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