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Customer Service Manager

Location:
Chattanooga, TN
Posted:
September 01, 2014

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Resume:

MATTHEW D. JOHNSTON, MBA

*** ****** ******* ***** ********, GA 30736

Operations Manager Plant Logistics Manager

Mobile: 423-***-**** acfpjd@r.postjobfree.com

Vision...Leadership...Collaboration...Execution...Results

Performance-focused manager with a record of meeting and exceeding operational goals, Areas of Expertise

improving efficiencies, reducing costs, enhancing service levels, and managing performance.

Operational Excellence

Offer high-caliber management qualifications, keen problem-solving skills, and strong

Workflow Optimization

operational leadership capabilities in fast-paced, deadline-driven environments.

Staff Leadership &

Highly skilled in strategic business planning and forecasting, creating and sharing best

Development

practices, managing and motivating employees, and promoting a culture of safety. Inventory Management

Dedicated professional with outstanding communication and relationship-building skills, Forecasting & Planning

able to work well with individuals at all levels. Forge strong business relationships focused Relationship Management

on teamwork, cost containment, and attaining and/or surpassing customer requirements. Performance Metrics

PROFESSIONAL EXPERIENCE

BEAULIEU OF AMERICA Dalton, GA 2012 – Present

Manager Forecast, Planning & Inventory

Demonstrate top-notch leadership, communication, and organizational skills while working closely with senior leaders and

colleagues of Beaulieu of America, a major leader in floor coverings. Develop valuable insights and reports, including inventory

levels and financial forecasts, raw material sales and production reports, work in process (WIP), and finished goods reports.

Selected Accomplishments:

STRATEGIC LEADERSHIP: Catalyst for creating solutions including an effective inventory optimization model, enhancing

demand planning and minimizing costs while maintaining appropriate inventory levels and delivering on service requirements.

EFFICIENCY IMPROVEMENTS: Continually work to identify and implement enhanced workflow procedures, to include

analyzing and reviewing SMART/FOCUS production system parameters, minimizing waste and inefficiencies while ensuring

customer requirements are met.

CROSS-FUNCTIONAL TEAM COLLABORATION: Leverage strong interpersonal skills to collaborate with various departments

including sales, planning, customer service, and manufacturing, merging core competencies to maximize improvement

initiatives while maintaining excellence in customer service.

BUSINESS PLANNING: Assist in achieving business goals and development of executable action plans by performing

extensive research and gathering/evaluating diverse sources of data (BIPS, Excel, Access, DI Driver, etc.).

OPERATIONAL EXCELLENCE: Reduced extended commercial claims 7%, strengthened competitive positioning, and

achieved operational excellence by performing critical analysis, contributing meaningful feedback, and implementing

continuous overall improvements.

MOHAWK INDUSTRIES Dalton, GA 2009 – 2012

Manager, Inventory Planning & Control Manager, Seaming Operation Production & Site Manager

Exhibited exceptional drive, self-motivation, a can-do attitude, and ability to solve problems and make good decisions to

ensure optimal inventory levels for Mohawk Industries, the world's largest flooring manufacturer. Managed and oversaw

all activities of Expediting and Allocations Department of Service Assurance, consistently meeting and/or e xceeding service

goals by utilizing inventory best practices and creating/implementing continuous improvement methodologies .

Selected Accomplishments:

WORKFLOW OPTIMIZATION: Demonstrated mastery in analyzing customer demand and providing appropriate inventory

parameters, service metrics, data analysis, and recommendations to the executive team, assisting senior leaders in

making sound business decisions regarding materials based on trends.

INVENTORY MANAGEMENT: Developed new business and balanced inventory requirements by utilizing an outside

vendor to reclaim unusable inventory and manufacturing running line products, resulting in 85% goods produced for first

quality and remaining 15% produced for off-quality, preventing 100% distressed goods.

TEAM LEADERSHIP& DEVELOPMENT: Delivered highly effective training sessions, achieving Right First Time service of

99.7%, decreasing overall problem styles 75%, and eliminating production loss by acquiring replacement equipment.

MATTHEW D. JOHNSTON, MBA

Mobile: 423-***-**** acfpjd@r.postjobfree.com Page 2

U.S. XPRESS ENTERPRISES Chattanooga, TN 2003 – 2008

Coverage Coordinator, Customer Service Team Member, and Dispatch & Planning Coordinator

nd

Excelled in various leadership and customer service roles for the nation's 2 largest privately owned truckload carrier.

Consistently worked to identify methods to improve operations while handling multiple tasks, which included scheduling

freight appointments, overseeing assets, handling orders, and maintaining data integrity.

Selected Accomplishments:

TEAM LEADERSHIP: Demonstrated strong leadership capabilities by focusing on customer service excellence, problem

solving, team accountability, and adherence to safety policies. Managed and coached 30 drivers and liaised between

transportation and customer service teams.

COST SAVINGS: Successfully achieved significant cost savings of $280,000 by proactively inspecting operations and

locating lost assets within the company.

OPERATIONAL EFFICIENCY: Played a key role in strengthening operations, achieving business objectives, and ensuring

optimal customer satisfaction by carefully analyzing customer data and consistently reviewing logistics plans.

EDUCATION

Master of Business Administration (MBA) in Management, 2009

UNIVERSITY OF PHOENIX, Chattanooga, TN

Bachelor of Arts (BA) in Criminal Justice; Minors in Art, Photography, and Christianity, 2000

MERCER UNIVERSITY, Macon, GA

COMPUTER SKILLS

Proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, and Access; Sequel Viewpoint; Data Warehouse Software;

Quicken; Adobe & Adobe Photoshop; and Certified in My Sequel – 2010

LEADERSHIP & AFFILIATIONS

Freemasons, held various leadership positions, (2005 – 2012)

Order of the Eastern Star, held multiple appointments, (2006 – 2012)



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