Susan Harvey Email and Phone Number

Responsible for order management from entry to delivery. Customer liaison for issues related to tracking of shipments, and credit issues and updating customer portals with daily stock availability. Duties included managing contractural pricing updates, working with production and shipping to minimize stock issues and delayed shipments. Supported on line orders for Home Depot, Tractor Supply, and Swan.com.

The global leader in fiber-based nonwoven materials, supplying innovative and sustainable solutions. Directly interfaced and supported Ahlstrom’s North American food and tape customers, such as Georgia Pacific, Reynolds, and Shurtape. Managed orders from entry through delivery. Served as the customer liaison with issues effecting quality, credit, overdue invoices, logistics and product demand at the plants. Coordinated with plants in France and China to ensure on time delivery while communicating status to customers. Monitored container status and maintain detailed status reports. Managed and facilitated resolution of customer complaints in conjunction with the manufacturing plants and Business Area.

Managed import shipments for multiple East Coast ports. Processed vessels and transmitted documentation to Customs in ALPS, an ERP based platform. Interfaced with traffic, accounts receivable and equipment to insure containers were moved per customer requirements and within free time. Created and monitored invoices for port demurrage and exam fees.Functioned as customer liaison, working closely with customs, port personnel and the local rails, expediting release and movement of containers. Performed daily container monitoring of FOC status, custom holds and rail movements. Proactively communicated with customers concerning container status, vessel arrival and free time at the port. Compiled daily dwell report to coordinate and expedite cargo movement to inland location. Maintained constant communication between Hanjin Management and port and rail personnel to ensure premium customer service was provided.

Customer Service / Order ProcessingProvided customer support for the Kimberly Clark Professional Division. Duties included tracking shipments, product availability, order cuts, and expediting urgent requests. Processed orders in SAP.

Ensured a smooth transition from receipt to shipment meeting customer requirements. Managed weekday and weekend schedules, workflow, work assignment and training to meet all goals and deadlines for several various functions within the team. * Trained, managed, and developed a team capable of supporting and processing all emergencies independent of supervision. Facilitated special customer training resulting in a decrease in entry delays that resulted in receiving numerous complements form customers and management for excellent customer service.* Increased Quote and Order processing from 30% to 97% with a 30% decreased head count.* Participated in creating, establishing and managing the Atlanta LEAN Quote and Order Entry cells. These successful proto-type entry processes established the LEAN process at GE and are being applied to numerous other functions to improve accuracy and productivity.

Maersk – Sealand, Atlanta, GA, International Containerized Shipping 9/1999 to 3/2002Import Military Household Goods Team LeaderSupported Military Household Goods import shipments. Duties included resolving issues concerning delivery delays, tracking containers, processing Military Household Goods documentation and making Customs entry. Management duties included employee training, development, and evaluation. Monitored calls for quality assurance and provided consistent feedback to obtain a maximum level of customer satisfaction, retention and growth.* The Military Household Goods Team was recognized by Global Sales and Management, on behalf of the customer, for excellence in customer service through out North America for this specialized market.* Developed Standard Operation Procedures and training curriculum for the Military Household goods group on schedule, resulting in a seamless transition of the job function to a new office location.* Managed cross training of department personnel and coordinated phone coverage resulting in a reduction of abandoned calls from 5.33% in May to a 0% rate in September within the department.