Amy Pavia
Summary
Client Relationship Manager with over 24 years of experience across multiple roles within Supply Chain Management, Freight Forwarding, and Logistics. The skills acquired from this broad range has enabled to accurately foresee and resolve issues that may arise to meet client satisfaction and deadlines.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Cargo-partner Logistics Pty Ltd
03.2022 - Current
- Development and implementation for an onboarding clients.
- Strategised and mentored the integration from ACF to cargo-partner post selling for Order Manager, Client Rating & Company Tariffs.
- Coached and mentor team members to achieve professional growth, improved performance and foster strong team relationships.
- Developed and maintained strong relationships with key clients, resulting in increased retention rates.
- Identifying inefficiencies in workflows and implementing effective solutions.
- Collaborated cross-functionally to develop innovative strategies for continuous improvement of service quality.
- Enhanced customer experience with proactive problem-solving techniques, leading to further business opportunities.
- Working and mentoring clients in finding economic solutions whilst maintaining continued margins for profitability.
- Facilitated ongoing staff training sessions on product knowledge, company updates, and customer service best practices.
- Contributed ideas for process improvements, enhancing overall efficiency within the department.
- Point of escalation for complex customer concerns requiring managerial intervention.
- Engage in building internal relationships with team members, business development managers and the management team.
- Awarded the employee GEM Award in 2023 for "going the extra mile" in Client Services.
Customer Relationship Manager
International Delivery Service Pty Ltd
05.2021 - 11.2021
- Management of key accounts inclusive of customer service and internal sales working in junction within a senior management team to cover all business aspects with shared branch manager responsibilities with priority on office workflow and processes
- My primary responsibilities include: Order Management, Customer Service and Rating for top tier VIP clients.
- Liaising with overseas agents, suppliers, and vendors.
- Management of Client Rates & Company Tariff.
- Management & processing for Client Integration. Back up for all customer service staff for sick leave & annual leave.
- Oversee the IDS Procurement Team.
- Management of client standard operating procedures.
- Management and processing of Cargowise One issues.
- Installing and training an Offshore Processing Team including business standard operating procedures for cost effective and proficient operations tasks.
- Day to Day problem solving with Directors
- Management Team and Operational Team. Business proposals as required by the Directors.
Client Relationship Manager
Powerhouse Logistics Pty Ltd
05.2018 - 09.2020
- Consolidated responsibility of key account management and customer retention which encompasses project management, operations, internal sales and logistic solutions by air, sea, road and rail ensuring cost-effective outcomes in accordance to customer requirements bound by industry legislation and framework, Australian Customs and Quarantine
- My primary responsibilities include: Assistant to the Sales Director including Order Management & Customer Service for accounts held.
- Order Management & Customer Service for Key Accounts. Liaising with overseas agents, suppliers, and vendors.
- Client Quotations
- Management of Client Rates
- Management of Client Inductions
- Management of the Online Tracking System Staff
- Client Training of the Online Tracking System
- Handling of Insurance Policy applications for all requesting clients.
- Execution and update requirements for client and staff newsletters.
- Back up for all operational staff for sick leave & annual leave.
Operations Supervisor
Speedmark Australia Pty Ltd
03.2010 - 05.2018
- Supervising and hands on operations duties for sea freight, import & export shipments as well as air freight import & export shipments
- Diligently working with the Managing Director, National Operations Director, and employees in a newly established freight forwarder to encourage the operational structure and workflow of the business
- Implementing tools to assist Managers, Customer Service, Sales and Operations staff for effective workflow improvement and company profitability.
- Duties included: Registrations Cargo Automation Processing client invoicing Processing creditors invoices.
- Documents requests and approval.
- Arrangement & booking cartage for FCL / LCL & Air freight.
- Liaising with overseas agents, shipping and airlines, outside brokerages and freight forwarders and local suppliers.
- Customer Service Quotations to clients & overseas agents, including assisting management on tenders.
- Client inductions, sales & account management support Administration, accounts & back office support including weekly stabilizing of WIP's & accruals to meet weekly budgets.
Airfreight Operations
ABX Logistics Pty Ltd / DSV Air & Sea Pty Ltd
01.2007 - 01.2010
Customer Service Representative
Gluck Forwarding Pty Ltd
01.2006 - 01.2007
Customs Compiler
LEP International Pty Ltd
01.2003 - 01.2005
Customs Clerk
Bax Global
01.2002 - 01.2003
Customs Clerk
Famous Pacific Shipping
01.2000 - 01.2001
Education
High School Diploma -
John Septimus Roe Anglican Community School
Mirrabooka, WA1999
Skills
- Extensive training and knowledge of EDI / Cargowise One
- Broad knowledge on all aspects of Order Management, Freight Forwarding, Customs & Transport
- Ability to meet customer deadlines, KPI's and service level agreements
- Ability to see outcomes and expectations from multiple angles in order to find resolutions
- High levels of organisational skills whilst also offering flexibility
- Strong drive and ability to work coherently within a successful team
- Valuable communication and interpersonal skills (written & verbal)
- Work well both individually and as part of a team
- Cooperative and dependable; able to complete tasks efficiently and effectively
- Strong work ethic, driven and self-motivated
- Open minded, fast learning and fast acting
Websites
References
References are available upon request.
Timeline
Customer Service Manager
Cargo-partner Logistics Pty Ltd
03.2022 - Current
Customer Relationship Manager
International Delivery Service Pty Ltd
05.2021 - 11.2021
Client Relationship Manager
Powerhouse Logistics Pty Ltd
05.2018 - 09.2020
Operations Supervisor
Speedmark Australia Pty Ltd
03.2010 - 05.2018
Airfreight Operations
ABX Logistics Pty Ltd / DSV Air & Sea Pty Ltd
01.2007 - 01.2010
Customer Service Representative
Gluck Forwarding Pty Ltd
01.2006 - 01.2007
Customs Compiler
LEP International Pty Ltd
01.2003 - 01.2005
Customs Clerk
Bax Global
01.2002 - 01.2003
Customs Clerk
Famous Pacific Shipping
01.2000 - 01.2001
High School Diploma -
John Septimus Roe Anglican Community School
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