Roger Ruan

About Roger Ruan

Bilingual (Mandarin & English) result-driven logistics specialist with excellent communication skill, customer-oriented working attitude and dedication to the growth of organization• Solid knowledge of domestic and international geography including countries, major cities, seaports and airports along with basic knowledge of U.S. Regulatory Laws• Extensive operation experience for air, ocean, LTL, Truckload, hotshot shipments• Enthusiastic team player, readily maintain positive relationships with multiple vendors and clients• Highly motivated self-starter with great analytical and problem solving skill• Technically proficiency with Microsoft Office and strong computer capability

Experience

1. Us Customer Operation Group - China Program Manager

   DHL

   Dec 2012 — Present · Chicago, IL, US

   Work on special assignments to support DHL strategies and initiatives as it relates to the China trade lane. • Performs root cause analysis, corrective actions, records consistent problem areas, and recommends operational improvements. • Respond to internal customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and new products and services within China and the US. • Partners with Commercial to communicate problems, geographical business observations, customer feedback, etc. • Act as a primary source for key clients in regards to all services including but not limited to new rates on key lanes, service levels, regulatory procedures, business trends, best practices, etc. • Function as the link between the customer, operations, sales and management. • Resolves issues impacting all customers business and escalates when required. • Participates in customer meetings as required. • Seek to position DHL as a strategic partner of the customer, through business solutions that add value to the customer’s business and enhance its performance and reputation. • Identify and develop effective relationships with key contacts within targeted customer organizations to ensure maximum leverage for DHL’s interest. • Build customer confidence in DHL’s ability to respond to their current/anticipated needs, by developing in-depth understanding of customers’’ problems and influencing DHL’s strategy accordingly. • Update and maintain Corporate Intranet and related communications regarding the China trade lane and all opportunities. • Arrange for expedited service recovery for critical (only) shipments, when necessary. • Participate in presentations to Customers and Senior DHL Management.

Education

• Shanghai Maritime University

  Bachelor's degree, Maritime Law

  2006 — 2010

Skills

• Air Freight
• Export
• Logistics Management
• Trade Shows
• 3pl
• International Logistics
• International Express Specialist
• Freight Forwarding
• Supply Chain
• Freight
• Ocean Freight
• Mandarin
• Supply Chain Management
• Import