Nicholas Connor Smith
Charlotte,NC
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Highly skilled in Operational Oversight, Reporting, and Analytics with the ability to convey a clear and concise message along with a forward looking path to success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Account Manager
Allport Cargo Service
07.2023 - Current
- Acted as a Direct Manager for Account Support Staff
- Managed multi-member team supporting day to day supply chain operations related to a major fortune 500 company responsible for importing 100,000+ ocean containers yearly
- Acted as the subject matter expert related to multiple account SOPs and daily operating procedures as well as provided guidance to various origin booking teams, vessel operators, and customs brokers
- Developed account specific reporting relating to Booking proformance, KPI review, end to end transit time, MQC utilization rate, on-the-water proformance and impacted shipments, Priority PO management, carrier milestone completeness, etc...
- Lead monthly KPI reviews illustrating overall account health, current industry trends, and specific areas of attention
- Lead quarterly business reviews highlighting volume, task completion and timeliness, industry trends, overall network health and opportunities for improvement, carrier proformance, and reporting quality
- Preformed trainings related to the InforNexus platform
- Provide periodic insights on newly implements InforNexus features and upgrades
Reverse Logistics, Field Specialist
Electrolux
11.2021 - 07.2023
- Served as an internal and external reverse logistics/returns and damages liaison for the Dealers, Key Clients, and Contract channels
- Developed customer specific Damage Reduction Initiatives centered around damage and transportation data analytics, on-site warehouse audits and observations, training module upfits, customer collaboration, and reoccurring review sessions
- Created a multitude of data driven tracking and audit tools used to ensure return units correctly and swiftly moved through the Regional EDC and RDC network, tracked the cost of scrapped units at the EDC dock level, ensured Scratch and Dent loads were built and made available for sale timely, brought visibility to the rate at which Blem Units were scrapped and claimed against via the Scratch and Dent Channel, reviewed units claimed as 'Non-sellable' by our Scratch and Dent partners, and audited the validity of units and documentation logged during the RDC Scrap Process
- Built and distributed a monthly training calendar focused on emphasizing correct methods of product handling, movement, and delivery to the customer along with grading of returns and RDC safety procedures
- Lead monthly Product Line Damage Reduction Initiative calls with the 4 major product lines with the goal of improving cross-functional collaboration, better training and testing procedures, packaging advancement projects, and increased viability of unit damage at all levels of the supply chain
- Assisted in the review of heightened detention costs throughout the RDC network pertaining to inbound domestic freight, identifying key drivers and developing corrective actions to assist in cost mitigation.
Assistant Optimization Manager
APM Terminals
10.2019 - 11.2021
- Assisted in the development and execution of operational strategy throughout the Los Angeles Pier 400 Terminal yard and gate functions
- Maximized labor efficiency by completing daily forecasting of upcoming import container recovery, empty container drop-off, and export container receiving
- Served as a liaison between onsite Management and offsite Strategy teams to ensure terminal utilization was maximized and gate productivity optimized
- Spearheaded efforts to cutdown operational latency and profit loss due to mechanical breakdown and labor inefficiency via new recurring meeting formats and data dashboard creation.
Senior Specialist Team Lead
Maersk Line
08.2018 - 10.2019
- Functioned as the main escalation point for a team of 16 individuals, while delegating various tasks
- Enacted a form of 'in action' training focused on in-person training and achievement-based curriculum
- Worked to improve invoice quality through facilitating invoice disputes and rate corrections as well as investigating invoice based financial claims.
Customer Care Premium Business Partner
Maersk Line
11.2017 - 08.2018
- Provided direct support as well as monitored all import cargo for 29 care and care premium accounts
- Proactively worked to resolve any issue before cargo reached discharge port / final destination
- Worked to better the customer experience by acting as a liaison to various extensions of the Maersk Line operational and sales teams.
Customer Care Business Partner and Onboarding Representative
Maersk Line
11.2016 - 11.2017
- Enhanced customer experience while providing critical information pertaining to import shipments
- Assisted 90-130 customers daily via phone, email, or case management interaction
- Served as primary point of contact for new or returning Maersk customers in an onboarding capacity.
Education
Bachelor of Arts - Criminology
University of North Carolina
Wilmington, NC05.2016
Criminal Justice
West Virginia University
Morgantown, WV05.2013
Skills
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Data analytics
- Project planning and management
- Problem solving
- Heightened Supply Chain and Logistics knowledge
- Agility
- SAP Proficiency
- WMS Proficiency
- Infor Nexus Proficiency
- SCI Proficiency
Certification
- EMS - Yellow Gear (Six Sigma Equivalent)
- APM Terminals Lean Academy
- Problem Solving Training - Level 1
- Heartsaver CPR / AED Certified
Awards
Maersk Line Global Customer Service Hero Award
Timeline
Account Manager
Allport Cargo Service
07.2023 - Current
Reverse Logistics, Field Specialist
Electrolux
11.2021 - 07.2023
Assistant Optimization Manager
APM Terminals
10.2019 - 11.2021
Senior Specialist Team Lead
Maersk Line
08.2018 - 10.2019
Customer Care Premium Business Partner
Maersk Line
11.2017 - 08.2018
Customer Care Business Partner and Onboarding Representative
Maersk Line
11.2016 - 11.2017
Bachelor of Arts - Criminology
University of North Carolina
Criminal Justice
West Virginia University
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