Customer Service Manager Call Center Management
|Rick A. Kindle
***** ***** **** ****
Collierville, TN 38017
Home – 901-***-****
East Tennessee State University
B.S. Business Administration, Major - Transportation
Kellogg School of Business, NW University
Executive Advanced Transportation Course
Transportation and Distribution Professional with over 30 years experience in Traffic and Distribution Operations including both Domestic and Global. Heavy experience in all modes of Transportation, DC Operations and 3PLs. Proven leader and problem solver with analytical, organizational and strategic planning skills. Experienced negotiator with excellent track record of savings and service improvements. Flexible and very results oriented.
LOGISTICS CONSULTANT - (Multiple companies in all areas of Logistics) 2009 – CURRENT
(List of jobs completed available upon request)
SPECTRUM BRANDS INC, Madison, WI (CPG Manufacturer) 1997 - 2009
Director - Global Traffic
Responsible for all Global Traffic negotiations and Carrier Management as well as all Compliance for all facilities. Includes 8 domestic DCs and production facilities as well as final approval on all overseas carrier agreements.
Direct responsibility for $140 million freight spend as well as management of the Corporate Traffic Group consisting of (3) Domestic, (3) International and (1) Compliance direct reports.
Savings of $3.5 million for 2006 and $2 million plus for 2007 through negotiations and consolidation.
Management responsibilities also include Freight Claims and Freight Invoice audit and payment.
Knowledge of governmental regulations for both Domestic and International Transportation.
Managed Carrier performance via Key Performance Indicator Scorecards (Service and Cost)
Experience with SAP, WMS and TMS (FreightLogic).
Lean Training and Experience – Kaizen and 5S.
Heavy experience with RFQs and RFPs.
Integrated latest acquisitions (8 companies) into existing carrier program during last 18 months.
Director - Global Traffic and Distribution
Plan and direct all Traffic and Distribution activities including providing direction for all International DCs
Direct management responsibility for 8 North American DCs including a $50M+ freight spend.
Development and execution responsibility of all carrier contracts.
Achieved and maintained Best in Class for lowest freight and Distribution costs. (Herbert Davis Benchmark)
Led team in design and location of new state of the art DC in Illinois. (576,442 sq. ft.)
Led team in design and location of new state of the art DC in Tennessee (266,800 sq. ft.)
Reduced freight costs of newly acquired Remington Shaver Company by 33%.
Managed Traffic and Distribution SAP Modules during ERP installation.
Installed Catalyst WMS at all DC locations.
Made regular Customer calls with Sales Management to discuss and promote our ability to provide excellent
Customer Service and discuss any new requirements or issues.
THERMOSCAN, INC, San Diego, CA (Medical Device Manufacturer) 1995 - 1996
Director - Traffic and Distribution
Primary responsibilities included management and coordination of all North American and European Distribution and Traffic Functions.
Managed a 450K sq. ft. Distribution Center.
Determined, Implemented and Negotiated our Distribution program with 2 3PLs in Europe and Canada.
Performed feasibility and site location for East Coast DC.
Increased DC operational efficiency by 75% through flow design.
Reduced freight costs by 40%.
REGINA COMPANY, Long Beach, MS (CPG Manufacturer) 1990 - 1995
Director of Materials and Logistics
Directly responsible for management of Distribution, Transportation, Materials, Master Scheduling, Customer Service Call Center, National Service Center Network and Purchasing
Reduced in house Raw Materials from $20M to $13M and tripled in house Inventory Turns.
Reduced product costs by 15% through vendor negotiations.
Managed $70M Purchasing Budget and $8M Freight Spend.
Freight savings of over $3 million.
Managed a Company Fleet consisting of 75-100 tractors and 150+ trailers. Implemented a
Backhaul Program reaching a backhaul rate of 30% reducing overall freight costs
as well as improving on time delivery for both outbound and inbound deliveries.
Managed a Fleet Manager and Dispatcher and installed a regular maintenance program improving
Fuel Mileage as well as breakdown costs. Also outsourced equipment for Contract Carriers loads
Manager - Traffic and Distribution
Areas of responsibility: Distribution for US and Canada, Corporate Traffic, Customer Service, National Service Center network and the Parts Distribution Center for the US and Canada.
Managed a 500K sq. ft. Distribution Center.
Reduced Corporate Freight costs by 40%.
Reduced Customer Complaint Index from over 15% to 1%..
Managed a large Parts Distribution Center as part of Primary DC.
ELECTROLUX CORPORATION, Bristol, VA (CPG Manufacturer) 1983 - 1990
Corporate Manager - Transportation/Distribution
Managed 3 US and 2 Canadian company owned facilities and 6 Public Warehouses.
Managed all Traffic Operations for Company including in house fleet.
Managed a large Parts Distribution Center as part of primary DC.
Managed Customer Call Center and Consumer Call Center.
Managed a Company Fleet consisting of 100 tractors and 200 trailers
Implemented a Backhaul Program reaching approximately 20-30% backhaul rate
reducing overall Transportation Costs as well as improving inbound on time delivery of
purchased raw materials. Managed Inbound fleet supervisor and dispatcher.
AFG INDUSTRIES, Kingsport, TN (Glass Manufacturer) 1978 - 1983
Manager; Traffic/Shipping, Inventory, Production Supervisor
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