Gilbert McIntyre
Marietta
Summary
Customer Care Manager offering a 15 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer retention and garner stellar customer feedback.
Overview
16
16
years of professional experience
Work History
Customer Care Manager
Americold Logistics
08.2022 - Current
- Ensure the service expectations for assigned national accounts are met by all groups of Americold.
- Act as a liaison between the customer and Americold Business Development, Operations (i.e. warehouse and transportation) and Support departments.
- Achieves operations objectives by contributing department information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Meets department financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Ensures that all internal control, policy and procedure adherence is achieved through proper management and reporting functions.
- Recommends and implements procedural, policy, technical and personal ideas on an ongoing basis by interfacing with operations personnel, customers and support departments.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Develops and maintains long term customer relationships thus surpassing customer expectations.
- Work with Business Development and Operations to ensure customer expectations are achieved.
- Gathers knowledge on current customer service trends, processes & technology and works with teams to implement improvements.
- Takes an active role in accepting, resolving, and following up customer complaints and internal conflicts with other Americold departments.
- Use analytical skills to research local market conditions, analyze results, and develop & implement effective strategies.
- Ensured the timely receipt of products from internal and external suppliers.
Customer Service Manager
FedEx Trade Networks
03.2018 - 07.2022
- Provides leadership and oversight of the Customer Service Department for the Air Import, Air Export, Ocean Import and Pricing Teams.
- Provide global import/export expertise for all areas of the company’s operations including ocean (FCL, LCL) and air.
- Plan, organize and control the input, movement, process/sort, and output of the operations to ensure a high level of service.
- Collaborative approach to working with third party vendors and internal departments, freight forwarders, customs brokers, trucking companies and others to meet company objectives.
- Responsible for selecting, training, and developing a staff of 6 direct reports.
- Conducts meetings to provide employees with information regarding division/operation; applies consistent administration of disciplinary procedures.
- Maintains accurately all required reports/paperwork, payroll, performance reviews and personal record statistics through established paperwork guidelines.
- Ensures safety methods and programs are implemented and maintained.
- Instructs employees with/on methods to instill a service-conscious attitude, and minimize service failures.
- Ensures cost effectiveness of operations through established control of equipment, utilities and supplies.
- Provides analysis and reports of industry trends, risks, and anticipated impact; and utilizes that information to ensure cost effective on-time delivery to the customer.
- Assist with the development, implementation and keeping current standard operating procedures and work instructions to support functional area of responsibility as needed.
- Manages all other necessary activities which provide optimum service to customers.
Regulatory Compliance Analyst
Lockheed Martin
07.2016 - 02.2018
- Route and arrange outbound shipments for export bookings with carriers.
- Interface with Customs Brokers and Freight Forwarders to effectively communicate import/export instructions.
- Utilize related procedures and ensure audit preparedness.
- Review and interpret Export/Import regulations, laws and requirements, including but not limited to, Customs Duties (19 CFR), International Traffic in Arms Regulations (ITAR), Export Administration Regulations (EAR), and associated regulations pertaining to international control activities.
- Provide guidance to other organizations engaged in import/export compliance control activities.
- Continuously monitor business practices and associated processes and procedures that affect the Export/Import transportation activities to ensure compliance with regulations.
- Support internal, corporate and external assessments/audits of Export/Import transactions.
- Maintain internal compliance modules, SAP and GTS.
- Work cooperatively with technical personnel to establish proper Export and Import jurisdiction and classifications in accordance with the Harmonized Tariff Schedule, Schedule B, EAR and ITAR.
- Conduct regular audits of the company, brokers and freight forwarders for compliance with Export/Import procedures and policies.
- Execute appropriate actions to correct deficiencies and/or add new controls for meeting regulatory changes.
- Act in an advisory role as liaison for the Traffic Department with Legal, Procurement, Global Sustainment, and various Program Management personnel to achieve compliant international shipments.
Ocean Freight Supervisor
Yusen Logistics
03.2015 - 07.2016
- Oversees coordination with customer, truckers, and shipping lines for the import department.
- Complete processing of all documentation required including invoicing, certificate of origin and import declaration, if required.
- Supervise import handling, follow-up, tracking and tracing, problem identification and timely resolution.
- Ensure the team follows all established procedures.
- Provide feedback to employees and assist them with difficult tasks.
- Act as a primary liaison with the customers. Ensure maximum profitability by overseeing cost effective rates negotiation with service providers.
- Monitor, on an ongoing basis, all aspects of the operation in the Import department, including booking, shipments and related paperwork. Act as a resource for the staff assisting when necessary.
- Review information published on YL’s Intranet system daily. Immediately report problems, operation disputes or discrepancies to Department Manager.
- Build close and strong relationship with our customers (internal as well as external).
- Identify areas of our business which require improvements i.e. operations process, cost control.
- Providing training to new employees as well as evaluating the need of training within the existing staff.
- Provide feedback to the team member on a regular basis. Assist employees as needed.
- Comply and enforce company policy.
Ocean Freight Supervisor
DHL Global Forwarding
07.2010 - 03.2015
- Act as the primary point of contact for all ocean import/export related matters for the South Region.
- Develop/train the ocean freight team to enhance their understanding of the ocean freight procedures and DGF tools.
- Coordinate with shippers, truckers, steamship line, and other DGF offices for the export/import of shipments; complete processing of documentation including bill of ladings, invoicing, certificate of origin, export declaration, data quality, bookings, forwarding, follow-up, tracking, problem identification and resolution.
- Solicit carriers for rate reductions and ad-hoc /spot quotes as needed and establish/develop strong relationships with carriers/contractors.
- Maintain 100% level of compliance with any related government agencies such as local, US domestic and applicable foreign agencies, and verify that all government and agency compliance and regulatory requirements are properly addressed.
- Work with pricing team on rates with carriers; prepare and submit quotations to prospective accounts daily and punctually follow up to all inquiries, including RFI’s, RFQ’s and all other customer inquiries.
- Manage ongoing programs supporting cost saving opportunities for import and export activities, including rate negotiation with truckers, CFS’s, and Warehouses.
- Directly manage the relationships and ensure the cost-effective performance of all international logistical services (brokers, forwarders, carriers, agencies, and providers).
- Verify and monitor timely handling of all departmental accounts payable and receivable matters.
- Daily interactions and departmental performance reporting to senior management.
- Responsible for the quality of service delivered to the customers.
- Distribute information vital to operations and the general conduct of business.
- Additional responsibilities include the implementation and organization of procedures, process flow, and customer relations.
Education
Bachelor Degree - Transportation and Logistics Management
American Public University
08.2013
Skills
- Strong problem-solving
- Analytical skills
- Communication skills
- Sales support
- Customer Service
- A/P & A/R resolution
- Rates negotiations
- Escalation management
- Account management
- Cross-functional collaboration
Accomplishments
- Generated $2M+ in incremental revenue through client base expansion.
- Managed three large accounts, increasing sales by 20% and maintaining excellent relationships.
- Drove significant AR improvements through the implementation of Coupa, optimizing invoice-to-pay workflows.
Timeline
Customer Care Manager
Americold Logistics
08.2022 - Current
Customer Service Manager
FedEx Trade Networks
03.2018 - 07.2022
Regulatory Compliance Analyst
Lockheed Martin
07.2016 - 02.2018
Ocean Freight Supervisor
Yusen Logistics
03.2015 - 07.2016
Ocean Freight Supervisor
DHL Global Forwarding
07.2010 - 03.2015
Bachelor Degree - Transportation and Logistics Management
American Public University
Demonstrated Area Of Expertise
- Strong problem-solving, analytical and communication skills
- Sales Support / Customer Service
- Standard Operations Procedures (SOP)
- Account Management
- Carrier Relationship
- Accounting / Logistics software proficiency
- A/P & A/R resolution
- Profit & Loss statement reporting
- Rates negotiations