Marquitta D. Crowell
Logistics Professional
McDonough,GA
Summary
CAREER STATEMENT To obtain a challenging and fulfilling position in warehouse management and logistics, where my knowledge, experience, and skills will contribute to the development and success of the organization. Experienced customer service professional bringing over 15 years of coordinating shipments, collaborating with freight carriers and managing customer needs. Meticulous, resilient and flexible in handling diverse issues. Knowledgeable about DOT regulations and logistical standards.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work History
Logistics Analyst
FLEXE
Seattle, WA
08.2021 - 03.2023
- Manage relationships between customer accounts and respective warehouse partners
- Manage day to day communication with the warehouses and clients, across multiple sites and time zones
- Provide training for new Flexe business partners, including systems training and mobile device training
- Create SOPs, solutions, and job aides for use internally and externally
- Launching new customer warehouse solutions
- Use metrics to drive alignment internally and externally, building improvement plans supported by data
- Monitor warehouse inventory levels for inventory accuracy
- Monitor and guide the 3PL warehouse in day-to-day activities, keeping in line with customer requirements and logistics policies, based on contractual agreements between the warehouse provider and the customer
- Monitor fulfillment and shipping accuracy of retail customer orders and eCommerce orders
- Collect, interpret, and analyze diverse types of data including inventory availability, transportation, and metrics related to product supply chain management and distribution
- Reviews logistics processes and procedures; identifies, recommends, and implements improvements to maximize delivery efficiency while minimizing costs
- Uses analytic methods and tools to understand, predict, and/or control logistics operations and processes
- Monitors warehouse facilities to evaluate inventory transactions such as receiving, storage, shipping, and inventory integrity
- Performs other related duties, as assigned.
- Processed purchase orders according to internal policies, verifying factors such as on-time delivery, minimal cost sourcing and weight compliance.
- Coordinated resolution of issues with warehouses, sales brokers and carriers.
- Authored technical documentation on logistical performance for review with sales and management teams, providing valuable data on business performance.
- Applied several data analysis techniques to detect and resolve supply chain and workflow interruptions.
- Designed tasking objective frameworks, aligning available talent with required responsibilities to maximize throughput and performance metrics.
- Assisted in development and implementation of logistics policies and procedures to provide roadmap for daily operations.
- Generated monthly performance reports to track and analyze shipping trends.
- Liaised with internal and external stakeholders to facilitate smooth operations.
- Registered vendors and customers on database to maintain updated roster.
- Performed regular audits and assessments of logistics processes to identify weaknesses, improve supply chain operations and minimize waste.
Domestic Fulfillment Specialist
Scandinavian Tobacco Group
Tucker, GA
06.2018 - 08.2021
- Monitor 3PL for contract compliance, accurate fulfillment, and customer satisfaction
- Scandinavian Tobacco Group on-site representative at the Third-Party warehouse in McDonough,
- GA
- Investigate and file carrier claims for damages occurring during transit from warehouse to end customer
- Liaison between the third-party domestic warehouse and Scandinavian Tobacco Group
- Process invoices from carriers and the third-party distributor company
- Monitor, verify, and inspect domestic inventory for accuracy and legal compliance
- Analyze raw data, report findings, and develop improvement plans for implementation
- Process and inspection invoices for accuracy for transportation, fixed/ variable costs, and labor invoices
- Track and report billing trends on a weekly, bi-weekly, and monthly basis
- Monitor and guide the 3PL warehouse in day-to-day activities, keeping in line with customer requirements and logistics policies
- Fifty percent Remote work/ 50% Warehouse On-Site Customer
- Warehouse logistics problem solving and solution development
- Includes: SOP Creation for new processes Development of new processes and procedures Training of the warehouse staff Project Management Reporting directly to upper management on project progress and recommendations
- Process invoices from the third-party warehouse and transportation, checking for accuracy and areas of cost saving, before submitting for payment.
- Reported instances of safety code violations to management to reduce risk of accidents.
- Minimized process discrepancies by spearheading budget, supervising staff and controlling inventory and supply management.
- Researched issues and assessed inefficiencies within supply chain to devise solutions and improve performance.
- Supervised compliance measures regarding domestic and international tariffs and customs regulations.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
Operations Supervisor
Geodis Logistics
McDonough, GA
07.2017 - 03.2018
- Manage a startup tobacco account
- Responsible for the security and inventory of stock brought into the warehouse
- Responsible for billing of customer expenses/labor according to the company's contractual agreements, weekly and monthly
- Ensuring workload is in accordance with customer requirements and on time delivery
- Coordinated and expedited the flow of product shipment
- Communicated and coordinated with business management and customers on volume, carriers needed and load planning
- Ensure company policies are communicated, applied, and enforced, daily pre-shift meeting, monthly safety meeting
- Provide administrative support to Transportation Department
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Completed bi-weekly payroll for 20+ employees.
Logistics Manager I/ Customer Service Manager
DSC Logistics
McDonough, GA
01.2012 - 05.2017
- Manage supply chain distribution functions, including the customer service and shipping/ receiving departments
- Use continuous improvement to streamline processes, address customer issues and set goals for employees
- An instrumental member in business improvement plans and projects
- Implement and monitor company’s KPIs, including case fill rates and on time delivery schedules
- Managed the hiring, training, and development of department staff
- Manage a customer service team responsible for sixteen business to business accounts
- Responsible for billing/ invoice building for sixteen business to business customer accounts, from $ 20,000- $300,000 monthly and bi-monthly
- Troubleshooting and process building for logistical shipping issues
- Ensuring that all contractual obligations are fully understood my staff, resulting in an increase in billable accessorials to the customer
- Work remotely via VPN access to company network
- Manages customer service representatives and shipping and receiving clerks
- Project Manager for the Value-Added Services Division (VAS)
- Conducting appropriate investigations for shipping freight claims, as well as investigations for process failures, and taking appropriate actions
- Implementation of warehouse team building processes and soft skills training
- Continuous implementation of measures to maximize productivity and the reduction of overtime
- Oversee the interviewing and training of department members
- Responsible for constructing warehouse progress updates and reporting, to be used by senior management, warehouse staff, and customer upper management representatives.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Supervisor/ Outbound Coordinator
DSC Logistics/ Kellogg
Atlanta, GA
01.2008 - 01.2012
- Position in customer service/ order review and balance
- Manage primary business customers’ food orders for shortages and shipment
- Shortages shipping out of the Kellogg Atlanta distribution center
- Coordinate customer emergency orders for the next day or same day pickup
- Supervise customer order fill rates, ensuring they ship to the maximum capacity with on time delivery
- And pickup
- Communicate to business customers and management teams, throughout the day, any order issues
- And shipping complications
- Plan customer orders for outbound shipment and order grouping for full truckloads
- O Daily planning of truckloads to ensure that each truckload is maximum capacity
- O Plan shipment for cost saving and best shipment routing, based on final delivery location of each order
- Communicate with carriers concerning shipment of outbound orders and reserve schedule time slots
- For inbound and outbound shipments
- Present operational statistical reports, to be used by upper-level management for billing and staffing
- Purposes
- Design spreadsheets and Excel Macros (including formulas) for company reports and schedules that
- Are reported for billing/financial purposes and operational breakdowns, for daily use in various
- Departments
- Improve employee relations projects to boost employee morale and employee motivation
- Supervises a group of seven customer service representatives
- Uses Lean Leadership techniques
- Department guidance and improvement
- O Streamlining customer service projects
- O Developing troubleshooting techniques
- O Writing standard of procedure for each customer service position
- O Problem resolution for all departmental customer issuances
- Team building of the customer service department
- Schedule outbound shipments for the next day loading
- O Carrier booking/ reservation
- Stabilize daily schedule for efficient labor usage and use of warehouse capacity
- Research past order/ truckload shipments for issues and customer resolutions
- Upper management communications and information gathering, including conference calls and meetings
- Conducting and directing departmental meetings, along with upper management
- Managed and scheduled export orders to other countries for Kellogg as well as LTL orders/
- Sample
- Orders
- Assisted in customer relations, managed customer complaints, concerns about order shipments, and
- Export order compliance issues
- Drafted operations report on what inventory was shipped out on the previous day
- Ordered allocation and scheduling as well as assisted with inbound scheduling
- Trained new hires to the customer service department on a regular basis
- Projects to boost employee morale and pride in the company.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Kept high average of performance evaluations.
Assistant Manager
Phenix City Auto Repair
Phenix City, AL
01.2002 - 01.2007
- Placed equipment and part orders for the business
- Manage twenty employees/ auto mechanics
- Received payments from customers for services
- Allocated payroll to mechanics, calculated labor costs and business expenses
- Management of financial documents throughout the year
- Creation and management of spreadsheets for billing and payroll purposes; AP/ AR reporting
- Processed customer orders for auto repairs.
Education
Bachelor of Business Administration - Accounting and Finance
American InterContinental University
01.2007 - 05.2010
Financial Accounting, Corporate Investment Analysis, Global Strategic Management, Advanced Topics in Accounting, Financial Management, Business Law, Organizational Leadership, Marketing Lean Six Sigma Greenbelt Certification - undefined
Skills
Supported customers with basic technical support for current and past software releases
SAPRed PrairieTMTM Reports
Lean LogisticsAS 400Oracle
QuickBooksRF Gun experience/ warehouse mobile device
DOT Regulations knowledge
Synapse/ CitrixERP/MRP software
Microsoft Dynamics AXMercury GateConcurVPN/ Remote work experienceSalesForce/ Tableau
SmartsheetMS PowerPointO WordO ExcelO OutlookO PublisherExcel Macro creationZendesk
Timeline
Logistics Analyst
FLEXE
08.2021 - 03.2023
Domestic Fulfillment Specialist
Scandinavian Tobacco Group
06.2018 - 08.2021
Operations Supervisor
Geodis Logistics
07.2017 - 03.2018
Logistics Manager I/ Customer Service Manager
DSC Logistics
01.2012 - 05.2017
Customer Service Supervisor/ Outbound Coordinator
DSC Logistics/ Kellogg
01.2008 - 01.2012
Bachelor of Business Administration - Accounting and Finance
American InterContinental University
01.2007 - 05.2010
Assistant Manager
Phenix City Auto Repair
01.2002 - 01.2007