Cathy Jones Potocki
Frankfort,IL
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about [Industry] practices and documentation requirements.
Overview
17
17
years of professional experience
Work History
Key Account Specialist
OL USA
06.2022 - 01.2024
- Responsibilities included: Working with origin agents and setting up import ocean and air freight shipments, checking for new shipments daily, adding new shipments in Move System, tracking and tracing, checking agent quotations against current market rates, negotiating ocean and dray rates for profitability
- Calling on accounts and checking to see if we could offer rates for other lanes, deliveries and customs brokerage.
- Strengthened key account relationships by consistently providing exceptional customer service and addressing client needs promptly.
- Identified new business opportunities within existing accounts to expand market share and drive growth.
- Developed strong rapport with key account contacts, fostering long-term partnerships and promoting retention.
- Maintained detailed records of all interactions with clients, ensuring seamless handoffs between team members during transitions or absences.
- Negotiated favorable contract terms with suppliers, resulting in cost savings that were passed onto customers as added value offerings.
Import Customer Service
Kuehne & Nagel
06.2021 - 06.2022
- Responsibilities included: Working with origin teams for approving new import shipments, checking and acknowledging new shipments in Salog system, checking shipment routing to make sure it matches the customer quotations, checking customers credit for all new shipments
- Managing SCC team to ensure broker handovers are sent in a timely manner, managing OCC team to ensure freight handovers are sent in a timely manner, working closely with customs brokers to ensure shipments have ISF filing and customs clearance, working with truckers to ensure timely deliveries
- Billing for freight and any add on billing such as demurrage, detention, per diem.
Twill Customer Support
Maersk Shipping
06.2017 - 04.2020
- Responsibilities included: World class exception handling towards customers, maintaining retention of customers through customer (consignee or shipper) follow up and feedback, first line of support for customer facing site and escalating to the technical team as appropriate, support continuous development of the Twill platform through the introduction of the customer feedback and creating and implementing opportunities for process improvements and taking ownership of decreasing the time it takes to manage shipments
- Creating IOP's for new account onboarding and implementing with GSC team.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Mentored new team members, ensuring smooth onboarding and integration into the department.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Created personalized solutions for customers experiencing unique challenges or hardships, demonstrating empathy and genuine concern.
- Adhered to company policies, procedures and system documentation requirements.
Import Customer Service
Blu Cargo
08.2014 - 06.2017
- Responsibilities included: Coordinating and entering new import shipments in system, tracking and tracing shipments daily on various carrier and rail websites, paying freight and origin fees, updating shipments daily, setting up door deliveries when required, working with truckers to establish rates for deliveries, checking to make sure all deliveries are made within carriers' free time and empties are returned
- Closing files and working closely with sales reps on invoicing customers for all import shipments and deliveries.
Import Specialist
Ocean World Lines
04.2011 - 08.2014
- Responsibilities included: Coordinating and approving all new import shipments with origin offices per customers' requests
- Checking to ensure shipment information was correct in system and adding all information, tracking and tracing all shipments, arranging door deliveries with truckers, providing rates and invoicing all shipments
- Updating customers Standard Operating Procedures
- Working with customers to get airfreight shipments approved, calling airlines to track shipments, check for AMS info and availability
- Processing payments for terminal fees and dispatching shipments within time restrictions.
Customer Service Representative
Roadlink USA
06.2010 - 02.2011
- Responsibilities included: Entering new orders and revisions through EDI and TVI, setting up container moves for both local and road export moves
- Tracking and tracing all local and road Import shipments, setting up delivery appointments based on customers' needs
- Working with dispatchers to ensure shipments are delivered as scheduled
- Working with customers and steamship lines on any problems with deliveries
- Providing rail billing information to Steamship lines for Export moves
- Working with steamship lines for any accessorials performed by drivers and getting additional charges approved by customers.
Import Customer Service Representative
APL Logistics
01.2007 - 02.2010
- Responsibilities included: Providing rates, routing and tracking information to customers accurately and timely
- Answering customer and vendor shipment availability inquiries, following processes to meet customer's booking needs
- Including confirming space and equipment capacity, applicable rate as well as a summation of the order in the format of the customers' choice
- Assisting customers in changing the status of their bookings/shipments, including canceling, rolling, advancing, and diverting
- Accountable for answering inquiries about holds (regulatory and internal) and advising customers of actions that needed to be taken to facilitate cargo availability
- Answering customer inquiries about freight charges as well as payment status
- Creating and sending invoices, identifying problems that come up during customer interaction and bringing them to resolution per defined processes.
Education
Programming Logic and Design -
College of DuPage
Business -
Waubonsee Community College
Skills
- Relationship Management
- Organizational skills
- Attention to detail
- Active listening
- Problem solving
- Adaptability
- Customer retention
- Analytical thinking
- Due Diligence
- Customer Engagement
- Revenue Growth
- Microsoft Office Proficiency
- Customer Relationship Development
- Account Updating
- Billing Resolutions
- Document Management
- Client Engagement
- Processing Payments
- Account Servicing
- Opening and Closing Procedures
Timeline
Key Account Specialist
OL USA
06.2022 - 01.2024
Import Customer Service
Kuehne & Nagel
06.2021 - 06.2022
Twill Customer Support
Maersk Shipping
06.2017 - 04.2020
Import Customer Service
Blu Cargo
08.2014 - 06.2017
Import Specialist
Ocean World Lines
04.2011 - 08.2014
Customer Service Representative
Roadlink USA
06.2010 - 02.2011
Import Customer Service Representative
APL Logistics
01.2007 - 02.2010
Programming Logic and Design -
College of DuPage
Business -
Waubonsee Community College
Salary
Salary open to negotiation
References
Professional References:
Jennifer Suwinski Russ - (630) 605-3655
Rigo Hernandez - (331) 684-5289
Alice Chen - (847) 269-8697
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