Joyce Fleming Email & Phone Number

Plan and schedule outbound shipments based upon warehouse capacity and customer requirements. Ensure special shipping requirements happen. Complete international shipping documents as required. Verify hazardous material documents are completed accurately. Communicate with carriers and corporate office via email, telephone and IM. Monthly reporting of accessorial charges by country. Create additional reports as needed using Excel.

Jacksonville, Florida Area

Completed tax returns based upon law. Reviewed and recommended changes that would impact future tax returns. Participated in marketing activities. Performed opening and closing office duties that included completing reports and reconciling night deposit. Answered inbound calls and made outbound calls.

Jacksonville, Florida Area

Wholesale InternationalSupported multi-channel distribution operation for Coach wholesale accounts which included International and Domestic accounts. Areas of direct responsibilities were to oversee a team who performed day to day Order Management activities, Forecasting, Planning, Inventory and Shipment Support. Partnered with Corporate Operations and Sales to ensure monthly multi-million dollar shipping goals were achieved.Call Center - End User Customer ServiceCarried out performance measurement activities for staff - monitoring and evaluation of customer contacts made via phone and web inquiries to ensure a stellar customer experience. Areas of direct responsibilities were to monitor and manage call center volume, act as a resource to staff in resolving difficult or unusual customer inquiries. Documented and maintain customer service procedures and training manuals. Projects -SAP enhancements. Collaborated with key systems partners to create and implement SAP transactions that would eliminate paper logs and generate automatic reports. WM Account Set Up. Process Improvement. Partnered with Busines Unit Analyst and Shipping Team Analyst to streamline communications, reduce duplication of emails and centralize shared network file for International account shipping requirements.Asia Distribution Order Management. Collarborated with key systems members on the Corporate initiative to open a 2nd distribution center in Asia. Identified order managment requirements and performed user acceptance testing. Trained Asia team members on systems and procedures.

Jacksonville, Florida Area

Account ExecutiveAnalyzed customer shipping trends and proactively communicated benefits of service offerings to increase business to business sales. Maintained schedule visits and performed cold calls in assigned territory. Partnered with specialized teams for cross selling opportunities and potential logistics needs for clients. Contract negotiations for rates and shipments with clients.Call Center Supervisor Monitoring and evaluation of customer contacts made via phone – inbound and outbound. Areas of direct responsibilities were to monitor and manage call center volume, act as a resource to staff in resolving difficult calls. Reviewed and resolved Corporate Customer Complaints for the District. Identified opportunities to motivate and recognize achievement of team members. Completed payroll, goal setting and year end reviews.Projects Defining the Role of Hub Customer - 2 month Special AssignmentParticipated in a team that reviewed the day to day tasks of the Hub Customer Service Representative. The goal was to ensure tasks alignmented across all districts in the Company.Reengineering the Domestic Call Center - 6 month Special AssignmentPartnered with 3 other team members to review "Best in Class" companies and top UPS districts for customer service. Goal was to make recommendations to Corporate UPS Leadership on the design of the future call center.

Business, Management, Marketing, And Related Support Services

Business, Management, Marketing, And Related Support Services