Kim West
Smyrna,GA
Summary
Superior Import Manager directs and manages import activities to maintain compliance with regulatory requirements. Supervises logistics and establishes and maintains working relationships with freight forwarders and carriers to facilitate and streamline processes. Demonstrated knowledge of freight contracts with strong cross-functional leadership skills.
Overview
30
30
years of professional experience
Work History
AIR IMPORT SPECIALIST LEAD
Hellmann Worldwide
09.2021 - Current
- Grew Airfreight Import operations within first two years
- Managed over 20 accounts
- Generated new customer business and increased profits for all facility
- Assisted with customer implementation and compliance for already established and new onboarding accounts
- First point of contact for import escalations
- Servicing variety of accounts by coordinating and processing cargo importing to United States
- Communicated with over seas facilities for coordination of cargo needing to export to United States
- Create booking for shipments in Cargo Wise system needing to export
- Furnished customers with pricing quotes / RFQ
- Handling of department finance which consist reviewing billing reports ensuring cost/revenue are properly updated and files are being invoiced timely and files are meeting positive GP
- Review GP loss report and analyze reasoning of any loss on files
- Review cost accrual report to ensure all cost posted are correct
- Monitoring and ensuring KPI's are met
- Pays terminal charges and confirms AMS information and customs clearance status
- Schedule and monitor airport transfers to CFS locations
- Coordinate deliveries to consignee once cargo has cleared customs
- Communicate and follow up with clients regarding shipment status, questions and/or other inquiries
- Maintain communication and information between Customers and Vendors to ensure that customers' needs are met
- Generate invoicing in accordance per set rates or quoted rates
- Ensure internal compliance standards are met
- Train and support new colleagues with daily task or areas needing development and delegated duties within import team
- Liaise with sales department to develop customer-specific import handling procedures to enhance delivery methods and improve customer satisfaction.
- Establish, supervise and continuously improve import process flows in conformance with rules, procedures, and company policy.
Warranty/ Tech CUSTOMER SERVICE AGENT
Arise
02.2018 - 01.2022
- Managed over 90 calls daily from existing contract holders (customers) to rectify complaints or assist in initiating claims or follow up on existing claim
- Process change of address, and any information materials requests
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Facilitate three-way conferencing and scheduling between customers and service providers
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously
- Entered customer interaction details in computer to track requests, document problems and record solutions offered.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
IMPORT SPECIALIST
DHL GLOBAL FORWARDING
08.2014 - 03.2018
- Coordinated logistics for successful importation of high-value merchandise, ensuring proper handling and transportation arrangements were made.
- Managed documentation for Air imports operation with appropriate procedures and guidelines
- Provide arrival notices to brokers to make entry for clearance
- Assist broker with any additional documentation for clearing freight if needed
- Confirm freight/cargo custom clearance
- Managed relationships with customs brokers, resulting in expedited clearance of shipments.
- Established strong communication channels between internal teams involved in import process, fostering collaboration.
- Generate 7512 documentation and arrange pickup and delivery for cargo delivering to FTZ
- Create billing packets and send to customer/broker
- Collect payment from broker, and/or resolve any outstanding invoices
- Close all completed files
- Communicate effectively and respond timely to carriers, customers, origin facility and account holders of shipment status and/or any additional inquiries
- Assist team with any areas of operational duties
- Arranged expedited and special deliveries when needed
- Implemented best practices for import procedures, reducing errors and improving overall process efficiency.
- Utilized logistics software to manage, monitor and track shipments from origin to destination.
- Assisted with problem resolution and dispute management relating to import and export activities.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
OPERATIONS BILLING SPECIALIST
CINTAS
07.2010 - 03.2014
- (METRO DOOR DIVISION)
- Responsible for daily approving over 100 available sales orders daily
- Invoiced work orders daily using correct format and math computation and created maximum gross profit percentage by following Metro Doors billing guidelines
- Alert account managers and Team Sales Managers of low mark ups
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Kept vendor files accurate and up to date to expedite payment processing
- Generated accounts payable reports for management review to aid in financial and business decision making.
INTERNATIONAL OPERATIONS AGENT
DHL EXPRESS
05.1994 - 10.2008
- Greet and Assist customers in person with preparing their parcels for shipping
- Ensuring customer parcels were in compliance to ship
- Thorough tracking and tracing of parcels via in person and telephone
- Confirmed receipt of delivery with customers
- De-escalated and resolved customer complaints with punctual, polite and professional service
- Dispatched over 100 customer pickup locations to drivers/couriers for timely pickup of parcels for transit going outbound.
- Streamlined internal processes for improved efficiency and productivity within facility
- Increased customer satisfaction with personalized follow-up strategies.
Education
Certificate - Office Administration Management
Hunter Business School
New YorkHigh School Diploma -
Satellite Academy
New YorkNo Degree - Import / Export Shipping
York College of The City University of New York
New YorkSkills
- Cargo Wise Key user
- Decision-Making
- Import management
- Relationship Building
- Shipment Scheduling
- Adaptability
- Professional Demeanor
- Problem-solving aptitude
- Account Management
Timeline
AIR IMPORT SPECIALIST LEAD
Hellmann Worldwide
09.2021 - Current
Warranty/ Tech CUSTOMER SERVICE AGENT
Arise
02.2018 - 01.2022
IMPORT SPECIALIST
DHL GLOBAL FORWARDING
08.2014 - 03.2018
OPERATIONS BILLING SPECIALIST
CINTAS
07.2010 - 03.2014
INTERNATIONAL OPERATIONS AGENT
DHL EXPRESS
05.1994 - 10.2008
Certificate - Office Administration Management
Hunter Business School
High School Diploma -
Satellite Academy
No Degree - Import / Export Shipping
York College of The City University of New York