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Manager Customer Service

Location:
San Francisco, CA
Posted:
October 13, 2015

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Resume:

acr2ow@r.postjobfree.com PH: 440-***-****

Edward M Alberts Jr. 9000 Knotty Pine Lane, Chardon Ohio 44024

Summary Objective

To obtain a position in operations leadership that can utilize my experience in continuous improvement, manufacturing, distribution, supply chain, logistics, operations, quality and inventory control. Personal skills include a proven track record of success, strong communication and personnel development skills. Self-starter with dependable follow through and detail oriented.

Accomplishments

20 years of experience managing multiple distribution and manufacturing operations throughout North America with 50+ direct reports.

Six Sigma Green belt with over 20 years of experience at implementing continuous process improvement and LEAN initiatives (in process of Black Belt Certification).

I was selected one of five participants from a pool of 500+ employees to participate in the IEWC “Leadership Development Program”. This is a 15 months long program designed to develop future leaders from within our current ranks. Mentored by David Nestingen our Chief Executive Officer.

Created Operational Metrics that took on time delivery from 96% to 99.65% in 2 years.

Created a Lean Workshop to help educate IEWC employees on Lean Basic Principles of Value added and Non-Value Added business processes. I’ve facilitated this workshop 10 times in the last 2 years including Executive Staff and as a guest presenter at a Sales Manager retreat.

As Project Champion completed 5s events at 8 of the IEWC distribution centers with 100% sustainment results.

Through Kaizen events at multiple IEWC Facilities, I was able to reduce direct labor by $276,000 in 16 months by implementing continuous process improvements to the daily tasks.

Quality improved by 14% in 2 years by use root cause / corrective action methods along with true “Voice of Customer” analysis.

I have also conducted many Kaizen events at our customers’ plants to help add value for our sales teams. This has had a tremendous impact on customer engagement.

Professional Experience

Operations Manager, North America – IEWC, New Berlin, WI 2013– Present

Responsible for the Distribution & Manufacturing Operations in the North American network (11 Plants across US & Canada). Facilitated the expansion of the DC Operations network in the areas of acquisitions and greenfield expansions that resulted in our distribution centers expanding from six locations to eleven locations, in North America. Established solid metrics that have driven the entire DC network to operate as a more efficient team that delivers a higher level of service to our customers.

Championed change management by implementing LEAN principles in our DC’s including sustainable 5S programs, Kaizen events, Leader Standard Work (LSW).

Created a culture of accountability by utilizing Leader Standard Work methodologies.

Optimized capital expenditures and asset utilization that doubled ROIC.

Championed a custom DC Leadership Development Program to ensure we are developing future leaders in the DC network for succession planning. This included seven 2 hour workshops that I designed and facilitated.

Led the DC operations teams integration of acquisitions of US and Canadian greenfield expansions.

Responsibilities included North American real-estate including site selection and lease negotiations.

Increased direct labor productivity 38% while raising on-time service by 7 % through the development and implementation of key performance metrics.

Built a high performance team by establishing target performance plans and team leadership programs that expands opportunities for development.

Expert at educating and executing LEAN methodologies.

Continuous Improvement Manager– IEWC, New Berlin, WI March, 2011– 2013

Partner with the executive team for forward planning and strategic project sections.

Responsible for planning and coordination of process improvement objectives, support justification for alternate methods to reduce costs and waste in the business, along with coaching and education on continuous improvement tools.

Focused on IEWC wide performance and constantly strive to eliminate waste and improve customer satisfaction to increase the market share via the use of LEAN tools and continuous Improvement methodologies.

Contribute to significant and quantifiable process improvement and financial benefit across the business plants and functions.

Partner with functional leaders and plant management staff to assess current process and identify process improvement opportunities.

Created a continuous improvement culture across the organization by developing and implementing CII (Continuous Improvement Initiative).

Implemented a CAPA system to document all internal and external process failures and used the data to prevent recurrent failures and drive continuous improvement within the organization and with suppliers.

By focusing on more Process Quality rather than Product Quality and using proactive tools such as FMEA & Mistake Proofing, improved overall DPM metrics at all US facilities to 233 from a DPM of 1866 in 2 years (88% improvement)

Plant Manager– IEWC, Westlake, Ohio March, 2009– 2011

Provided the day-to-day leadership necessary to ensure the plant provided the best possible service to the company’s internal and external customers in the handling and processing of customer materials.

Responsibilities include the managing and development of 28 direct employees, facilitate monthly LEAN exercises with all shop employees, host weekly team meetings to review “ups & downs”, contract negotiations for facilities.

Ensure the performance of maintenance and repairs on the building.

Maintained compliance with our Quality Management Systems

Work cross functionally to ensure customer satisfaction and new opportunities for business and product growth.

Ensure safety policies were properly applied and enforced.

Ensure that adequate supplies, materials and parts were on hand to keep the distribution center operating smoothly.

Operations Manager - Pragotrade, Strongsville Ohio Jan, 2008– March, 2009

Managed and increased the effectiveness and efficiency of Distribution Operations, Customer Service, Engineering, Product Development, IT and Quality Control. Championed several LEAN initiatives geared towards operational excellence. I facilitated bi-weekly meetings with Executive Staff to review sales and operation plans. Supervised and coached department mangers on a weekly basis.

Distribution Center Manager–Royal Appliance (Dirt Devil), Mentor, Ohio Sept, 1992 – Jan, 2008

Responsibilities include all facets of Warehouse Operations including Shipping, Receiving, Inventory Control, Continuous Improvement, Production Assembly, Returns, Refurbishment, Staffing and P&L statements, Traffic Management, 3 shifts of 50+ employees and 4 managers. Responsible for the implementation of warehouse barcode system. Daily responsibilities include scheduling all inbound and outbound freight, negotiating with common carriers to meet our customers special shipping needs, Kaizen Events, overseeing and maintaining over 18,000 SKU’s and managing daily cycle counts for $20 million inventory.

oEarned the respect of management, peers and employees for increasing warehouse productivity and substantially decreasing warehouse expense by over 20%.

Additional Skills

Oracle SAP Microsoft Office PowerSteering Software ISO 9000 ISO 9001:2008

Training / Education

Six Sigma Green Belt Certified from Aveta Business institute

Zodiak – Business Finance and Strategy

“Developing Your management Skills” at Cleveland Case Western Reserve University

“Appreciative Inquiry” by David Cooperrider at the Cleveland Case Western Reserve University

Lean Enterprise Institute -Lean Warehousing and Distribution Certification

OSHA 10hr General Safety and Health Class at the Sheakly Institute

Tow Lift “Train The Trainer” Certified Lift Truck Instructor

Oliver Wright Inventory Tracking and management Seminar

MRA- Institute of Management, Inc. - Managing difficult people & Discipline - Managing Relationships & Building Trust - Effective Communication & Motivation

Willoughby South High School – Willoughby, Ohio

H.S. Diploma, 1991 Honors Graduate



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