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Customer Service Manager

Location:
Durham, NC
Posted:
February 09, 2014

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Resume:

J. Brian Shook Phone: 828-***-****

***-** ******** **** ***** ~ Morrisville, NC 27650 acclcr@r.postjobfree.com

www.linkedin.com/in/jbrianshook/

QUALIFICATIONS

Qualified and detail-oriented Materials and Distribution/Operations Manager

with over 10 years experience in fast paced, high volume environments with

a background in operational, compliance, and efficiency studies. Expertise

in inventory control, inbound/outbound material handling, OSHA safety

regulations, hiring, training, employee development, customer service,

documentation management, policies, procedures, and Certified Forklift

Trainer. US Navy veteran. Skills include:

( Inventory Management ( Lean Operations ( Project

Management ( Mapping/Workflow Analysis ( Customer

Service ( Efficiency Improvement ( Root Cause Analysis (

Cost Efficiencies ( Logistics Planning

Skills: MS Office Suite, Outlook, SAP, Oracle, AS/400, Warehouse Management

System, Kronos, Lotus Notes, Nxtrend, Sales Force, I-Employee, NOVAtime,

UPS World Ship and RF Scanners

PROFESSIONAL EXPERIENCE

CARRIER ENTERPRISE, Raleigh, NC

Distribution Center Manager, 2012-2014

Direct the efficient and cost effective operation of Carrier's 190,000

sq.ft. Southeast Distribution Center.

. Conduct weekly cycle counts with 98.4 % accuracy rate. Investigate and

correct any issue relating to inventory.

. Promote HVAC sales of parts and replacement components for products to

new and existing HVAC contractors.

. Manage partnerships with LTL providers including cost control, damage

claim rate, and customer satisfaction.

. Coordinate product flow, facility lay-out, security, housekeeping, and

all building maintenance.

. Monitor and manage inventory of over 4,900 SKU's; Manage and direct a

staff of 7 employees.

. Manage fleet of third party logistics provider delivery trucks

including routing efficiency and customer service.

Key Projects:

- 5S Program: Implemented 5S program in warehouse which organized and

streamlined operations...

- Lean Principles: Applied lean strategies to optimize warehouse

workflow which reduced customer pickup times.

PACTIV / PRAIRIE PACKAGING, (2008 - 2012)

Providing $3.4B/year in food and foodservice packaging materials.

Materials and Distribution Supervisor, Mooresville, NC, 2009-2012

Manage and direct a staff of 25-35 employees in a daily 24/7operation in a

300,000 sq. ft. warehouse / production area. Researched and reviewed

customer service and performance metrics, developed scorecard processes,

drove productivity, and resolved issues; managed for continuous

improvement. Responsible for inventory of over 500 SKU's.

. Ensure accurate inventory at the daily and weekly levels with RF

guns; achieved inventory accuracy rate of 98.8%.

. Oversee shipping, receiving with TL / LTL carriers and production

reporting, inventory and packaging planning.

. Manage, direct and coordinate achievement of production demands to

maximize productivity and minimize costs.

. Gather information to develop, write, and institute warehouse SOP's;

Created employee development plans.

. Act as point person for forklift repairs and maintenance; schedule

and oversee all service.

Key Projects:

- Award Contribution: Vital part of supply initiative resulting in

"Supplier of the Year" and "New Innovation" awards from HAVI

(McDonald's Corporation).

- Vendor Relations: Negotiated with vendors and cut materials costs by

$60K per year.

- 99% Customer Fill Rate: Sustain a 99.7% customer fill rate by

streamlining processes and optimizing performance.

- $2.7M Cost Savings: Coordinated with departments to create a $2.7M

plant operations cost savings.

- 5S Program: Implemented 5S program in warehouse/production areas and

streamlined operations; created safer work conditions and organized

operations more efficiently; cut 10 to 15 hourly positions.

- Safety Initiatives: Conducted daily and weekly safety training and

sustained 5.5-year record without recordable incidents in North

Carolina warehouses.

- SAP Implementation Team: Selected to the Midwest SAP Implementation

team.

J. Brian. Shook - PAGE 2

Materials Planner / Huntersville Plant, 2008-2009

Managed planning for plant production demands in regards to boxes, bags,

pallets and over 30 non-inventory items (approximately $25M to $35M annual

costs); reviewed items daily to ensure that production was covered.

. Planned and prepared production demands to meet requirements of Master

Schedule.

. Coordinated and expedited operations to meet customer needs.

. Established and monitored capacity and inventory levels, reviewed

material and supply procurement and provided purchasing information.

Key Projects:

- JIT Inventory Planning: Planned inbound materials in a JIT inventory

without production shutdown.

- Data Mining: Performed data mining frequently to research and isolate

issues.

CORNING CABLE SYSTEMS, Hickory, NC

Splice Equipment Technician, 1997-2008

Assemble the Network Simulation System, Portable Test Fiber Box, and Port

Test Fiber Reel, and Port Test Fiber Bag.

. Prepare out going shipments: check against bill of lading to ensure

the order is correct.

. Verify and receive inventory, followed by stocking inventory in the

warehouse and complete all system transactions of over 300 SKU's.

. Maintain accurate inventory levels with weekly cycle counts: worked

with purchasing to reduce overstock.

. Trained and direct 2-3 temporary employees during peak demand season.

. Identify, troubleshoot, and repair common problems with returns under

RMA's.

EDUCATION

MBA, Master of Business Administration, Montreat College, Charlotte, NC.

BA, Bachelor of Arts, Business Administration, Montreat College, Charlotte,

NC.



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