Jason Custance
Scheduling / Customer Service / Dispatch
Brimfield,MA
Summary
Results-driven professional with expertise in , Customer service Dispatching and Supply Chain. Proven track record of exceeding expectations and driving operational improvements. Skilled in multitasking, prioritization, and relationship-building. Dedicated to delivering exceptional customer experiences and fostering strong team collaborations. Seeking a challenging role that leverages my experience to drive success and growth.
Overview
36
36
years of professional experience
Work History
Associate Inventory Analyst 1
Ricoh-USA
11.2024 - 05.2025
- Establish and monitor target inventory levels to effectively balance customer satisfaction with asset control.
- Monitor overall key planning inputs such as fill rates, forecast accuracy, safety stock, lead time, excess inventory, in transit inventory, and order execution.
- Schedules and revises shipment plans to ensure efficient distribution of products to satisfy customers
- Analyze inventory levels, production speed and product demand to determine reorder levels which will ensure product availability and minimize inventory costs.
- Rely on experience and judgment to plan and accomplish goals to perform a variety of tasks.
- Responsible for maintenance of inventory by way of documentation, processing, as well as system review.
- Required to analyze, reconcile and resolve inventory discrepancies.
- Executing clear strategy for new and discontinued products, maximizing the customer experience
- Monitors all aspects of 24/7 After hours support activities.(inbound/ out bound/ invoicing)
- Monitor overall key planning inputs such as fill rates, forecast accuracy, excess inventory, in transit inventory, order execution Provide guidance to item master team on various item issues.
- Auditing and processing 3rd Party Logistics invoices in timely manner.
Team Lead Dispatch / Customer Service
Ricoh-USA
03.2023 - 10.2024
- Team Lead for a team of 12 Dispatch personnel and 17 Drivers, fostering a collaborative and high-performing environment.
- Participated in daily team meetings to communicate company priorities, celebrate successes, analyze challenges, and implement process improvements.
- Provided comprehensive coaching and mentoring to new team members, ensuring their successful onboarding and integration into the dispatch and driver operations.
- Championed a customer-centric approach, ensuring the highest levels of satisfaction by meticulously reviewing and ensuring the execution of all special order instructions.
- Effectively managed multiple tasks and prioritized a high volume of support requests received via email, text, and phone.
- Oversaw dispatching 150-250 stops daily utilizing route optimization strategies for the East Coast Region, ensuring efficient resource allocation and timely deliveries.
- Ensured the accurate and timely completion of post-route reconciliations and the return and processing of Proof of Delivery (POD) documents by the
- Dispatch team for the Billing department.
- Consistently exceeded performance metrics, earning recognition as a top performer and receiving multiple Employee of the Month awards.
- Demonstrated exceptional ability to manage high-pressure situations, maintaining professionalism and effectively resolving disputes or conflicts.
- Reported delivery stop failures to the scheduling team with detailed explanations and proposed resolution options.
- Demonstrated consistent honesty and dependability in all aspects of the role.
Dispatch / Scheduler/ Project Manager
IKON Office Solutions
04.2011 - 03.2023
- Customer Service and Logistics Coordination: Served as the primary point of contact for scheduling and routing copier deliveries across the New England area, ensuring timely and efficient service.
- Cross-Functional Collaboration for Delivery Success: Collaborated effectively with various teams within the RFC (Regional Fulfillment Center) to guarantee adherence to customer delivery commitments.
- Project Management for Large-Scale Deployments: Led and managed complex equipment deployment projects ranging from 50 to 1000 units, ensuring successful and on-time completion.
- Carrier Relationship Management: Cultivated strong relationships with transportation carriers, resulting in improved service levels and cost reductions through effective partnerships.
- Event Planning and Coordination: Played a key role in organizing company-wide events, including the United Way Fundraising initiative, strategically managing schedules to maximize employee participation.
- Lean-Driven Project Management: Implemented project management methodologies, leveraging Lean principles to proactively address obstacles and enhance team productivity.
- Consistent High Performance: Maintained a consistently high average on performance evaluations, demonstrating a strong commitment to excellence.
- Safety and Continuous Improvement Advocate: Actively participated as a member of the Safety Committee, contributing to a safe working environment.
- Lean Leadership in Shipping Efficiency: Led a Lean project focused on increasing the efficiency of the shipping and packing line for outgoing UPS shipments, successfully applying Lean philosophies to optimize processes.
Dispatcher /Truck Driver
Ikon Office Solutions
09.1996 - 04.2011
- Delivery Scheduling and Customer Communication: Proactively contacted customers to schedule delivery dates and communicated shipment status and estimated times of arrival (ETAs) to both customers and the sales team. 80 to 150 stops per day New England area.
- Daily Route Creation: Developed efficient daily delivery routes to optimize delivery schedules and resource utilization.
- Delivery and Installation Support: Provided delivery and installation services as needed during periods of high volume, ensuring timely and efficient service.
- Issue Resolution and Customer Support: Collaborated closely with internal and external customers to effectively address and resolve issues and complaints, ensuring customer satisfaction.
- Route Optimization: Streamlined route planning processes, resulting in improved efficiency and utilization of transportation resources.
Freight Handling: Operated a forklift to safely and efficiently load and unload freight.
- Inventory Management: Conducted physical inventories of the warehouse to ensure accurate stock levels.
Box Truck Driver
MBS Business Systems
09.1990 - 09.1996
- Executes Equipment Delivery and Installation: Delivers and installs a range of copiers and office equipment, ensuring proper functionality upon completion.
- Prioritizes Safety and Careful Handling: Consistently operates with a strong safety focus, evidenced by a record free of accidents or violations, and meticulously handles delicate copier equipment to prevent damage.
- Operates Specialized Moving Equipment: Utilizes specialized equipment, including the Escalera Stair Climber, to efficiently and safely move equipment in various environments, including those with stairs.
- Supports Warehouse Efficiency: Contributes to overall team efficiency and productivity goals by providing support in warehouse operations as required.
- Navigates Safely in All Conditions: Safely navigates and operates the delivery vehicle in diverse and challenging weather conditions.
- Communicates Effectively with Internal Teams: Collaborates effectively with dispatchers and sales teams to ensure clear communication and seamless service delivery to customers.
- Presents a Professional Image: Maintains a clean and organized company vehicle, contributing to a positive and professional representation of the company
Farm Hand
Sweet Water Farm
06.1989 - 03.2011
- Contributed to the operations of a family-owned dairy farm, taking on responsibilities that included the operation of diverse heavy equipment and equipment maintenance.
- Responsibly operated 2-axle dump trucks for material transport and other farm-related tasks. Hauling crops from Field to Farm.
- Operated a variety of heavy machinery, including tractors, bulldozers, front-end loaders, and skid steers, to support farm operations.
- Ensured the reliable operation of farm equipment by performing regular maintenance and necessary repairs.
Actively involved in crop harvesting activities, from preparation to completion.
Education
Six Sigma Yellow Belt -
Educate 360
Online 05.2024 - 05.2024
Six Sigma White Belt Certification -
Educate 360
Online 04.2024 - 04.2024
Emerging Leader Training - Leadership Principles
Linkedin Learning
Online 04.2021 - 05.2021
High School Diploma -
Monson High School
Monson, MA 06.1989 - 06.1989
Skills
Exceptional customer service
Skilled in using MS Office tools
Appointment scheduling
Dependable strong worth ethic
Process improvement
Time management
Adapt to fast-paced environments
Multitasking and organization
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Inventory Analyst 1
Ricoh-USA
11.2024 - 05.2025
Six Sigma Yellow Belt -
Educate 360
05.2024 - 05.2024
Six Sigma White Belt Certification -
Educate 360
04.2024 - 04.2024
Team Lead Dispatch / Customer Service
Ricoh-USA
03.2023 - 10.2024
Emerging Leader Training - Leadership Principles
Linkedin Learning
04.2021 - 05.2021
Dispatch / Scheduler/ Project Manager
IKON Office Solutions
04.2011 - 03.2023
Dispatcher /Truck Driver
Ikon Office Solutions
09.1996 - 04.2011
Box Truck Driver
MBS Business Systems
09.1990 - 09.1996
Farm Hand
Sweet Water Farm
06.1989 - 03.2011
High School Diploma -
Monson High School
06.1989 - 06.1989
Selected Achievements
- Key role in achieving company delivery goal of 76 million in hardware installs for month of March 2025. Through planning and acquiring needed resources coordinating with sales teams, customers, transportation resources to meet this goal
- 6 Time recipient Logistics Awards for excellence
- 10 Time Recipient Employee of Month
- Lean Project lead Analyzed and improved workflow to minimize unnecessary steps and maximize value-added activities
- Implemented process changes to reduce waste and enhance overall efficiency
- Collaborated with IT teams deployment and training of several Dispatching tools
- Worked with IT team to develop web based TMS System for dispatching and for communication of deliveries to field
- Project manager 1000 unit install Mt Sinai Hospital Keeping detail records of changes delivery failures, Ensuring equipment planned for delivery is ready.
- Project Manager multiple 800 machines deployments for state of Maine over several lease refresh