Customer Service Supply Chain
Resume:
MICHAEL S. LAIDLAW
Arlington, Texas 76016-2340
******@*********.***
DISTRIBUTION, SUPPLY CHAIN, OPERATIONS and LOGISTICS PROFESSIONAL with extensive senior management accomplishments within domestic and international market leading organizations. Recognized as an exceptional leader and driven team player with superior problem-solving, negotiation and organizational skills. Strengths are in the development, implementation and management of customer accounts, team building concepts, cost containment, customer service satisfaction and standard operating procedures. Proven track record for excellence in profitable, fast paced, high volume, start up companies or organizations in exponential growth industries. Dedicated to exceptional customer service and superior quality assurance.
SUMMARY OF BUSINESS EXPERIENCE
• Director of Customer Solutions, GENCO ATC
• Senior Manager of Account Operations, Research in Motion (RIM)
• Director of Forward Logistics & DC Operations, Pantech Wireless, Inc.
• Supply Chain Business Consultant, The Laidlaw Group, Inc.
• Director of Logistics and Distribution Center Operations, Samsung Telecommunications America
• Distribution Center Manager, Nokia Mobile Phones America
ADDITIONAL AREAS OF EXPERTISE
• 3PL/Account Management • Consulting Services • P&L/Budget
• Import/Export/FTZ
• ERP/WMS/RF Systems • Quality Assurance
• Negotiations/Contracts • Transportation/Traffic
• Materials Management
• Inventory/Asset/VMI Mgmt. • Customer Care/Solutions • Order Mgmt./Planning
• Strategic Planning • Facilities/Security • Sourcing/Procurement
GENCO ATC – FORT WORTH, TEXAS 2011 - Present
Director of Customer Solutions
Recruited to join the GENCO/ATC Business Development and Customer Solutions team to enhance their Third Party
Logistics (3PL) capabilities and offerings to new and existing customer accounts. Utilizing twenty plus years of Distribution (Forward & Reverse), Supply Chain, Inventory Management
RESEARCH in MOTION (RIM) – FORT WORTH, TEXAS 2011
Senior Manager of Account Operations
Recruited to bring operational excellence to the management team of RIM’s North American carrier accounts. Highly
visible role with daily interaction with the Carrier Business Units and senior leaders in the Demand, Supply, Finance and
Product Management teams.
Represented RIM’s relationship with the carrier ensuring operational success and customer satisfaction
Provided strategic direction and leadership to optimize operational performance
Managed Quarterly Business Reviews and Supplier Performance Reviews
PANTECH WIRELESS, INC. - FORT WORTH, TEXAS 2009 - 2010
Director of Forward Logistics & Operations
Recruited to bring Pantech Wireless, Inc.’s Forward Logistics and Distribution Operations to the next level as a Tier One OEM Wireless handset supplier. Responsible for AT&T’s Supply Chain Account Management. Direct the Supply Chain function from multiple international manufacturing origins to final customer shipments. Responsible for the organization’s distribution operation via the 3PL provider, GENCO/ATC.
Member of the Pantech Wireless, Inc.’s Executive Management Team
Strategic Management Team Associate contributing to Pantech’s $600M+ in revenue for 2010 (2009=$350M)
Directed and managed 2010’s 200% growth in handset supply chain processing over 2009
Contributed to Pantech’s distinction as AT&T’s #1 Wireless Handset Supplier in 2010
Responsible for and achieved 100% Inventory Accuracy throughout tenure
Michael S. Laidlaw Page 2
THE LAIDLAW GROUP, INC. - ARLINGTON, TEXAS 2005 – 2009
Supply Chain & Operations Business Consultant
Specializing in Supply Chain Services, Operations, Forward & Reverse Logistics, Distribution and Inventory Management consulting services. Utilizing over fifteen years of management experience in the Supply Chain field to enhance distribution and logistics operations with expertise in start-up companies and organizations in need of turn around.
Provided consulting expertise for high tech organizations in need of Supply Chain, Distribution & Operations review.
Consulting focused on improving logistical operational efficiencies and enhancing inventory and asset management.
SAMSUNG TELECOMMUNICATIONS AMERICA - RICHARDSON, TEXAS 1997 – 2005
Director of Distribution Center Operations and Logistics (2003-2005)
Promoted to Director of Logistics in May 2003. Assumed responsibility for the Reverse Logistics Group in the state of the art Remanufacturing/Refurbishment Center in addition to managing Samsung’s Third Party Logistics Provider (3PL) comprising of four additional Regional Distribution Hubs throughout the United States. Maintained current responsibility for the Finished Goods Distribution Center, Front End Sales Logistics and Transportation Departments.
Project Lead on Samsung’s Corporate Headquarters initiative to plan, organize, test and launch the Direct Delivery
Project to all SAMSUNG Wireless handset customers
Strategic Management Team Associate in SAMSUNG achieving over $3.9B in sales revenue in 2005
Managed 100% growth in handset processing/shipments in 2004 without sacrificing exceptional customer service
Managed the Forward & Reverse Logistics budget in excess of $8M to within corporate approved guidelines
Significant management contributions to SAMSUNG achieving the #2 position globally in the cellular phone
marketplace
SAMSUNG TELECOMMUNICATIONS AMERICA
Senior Manager of Distribution Center Operations and Logistics (1998-2003)
Promoted to Senior Manager in January 1998. Ensured uninterrupted product flow from overseas factories and domestic vendors through Distribution Center Operations to the customer base. Managed the order process from vendor shipment through purchase order receipt to on-time customer delivery. Chosen to lead the organization’s Customer Service/Logistics Team in the conversion to SAP/R3 from a very manual, dated system. Worked extensively with the Quality Assurance & Service/Repair Teams to achieve expeditious inbound & outbound quality inspection and excellent repair TAT.
Achieved 99%+ on-time delivery through streamlined procedures, mentoring and empowerment of associates
Major strategic contributor in SAMSUNG achieving over $1.2B in sales revenue in their 4th year of operation
Managed $60M+ in inventory assets to within +.001% positive variance utilizing Price Warehouse Coopers approved daily cycle counting methods versus traditional semi-annual physical inventories
SAMSUNG TELECOMMUNICATIONS AMERICA
Manager of Distribution Center Operations and Logistics (1997-1998)
Recruited to plan, organize and start up SAMSUNG’s first U.S. Distribution Center and Logistics Department in their initial Telecommunications venture in North America. Facilitated product movement from vendors to end-users through establishing relationships with US Customs, freight forwarders and carriers. Planned, hired, trained and mentored the Logistics Distribution Center staff to ensure the highest quality customer service standards were achieved.
NOKIA MOBILE PHONES AMERICAS - FT. WORTH, TEXAS 1992-1997
Distribution Center Operations Manager
Recruited to plan, organize and start up NOKIA’s first U.S. Distribution Center. Coordinated the design and implementation of the new Alliance Distribution Center’s materials management flow. Responsible for managing a multi-shift, multi-departmental budget in excess of $1.5M.
Team Leader in the implementation of the DMS Project to automate the Distribution Center via bar-coding and radio frequency (RF) resulting in 99%+ inventory accuracy of $120M+ in assets
Increased outbound volumes by 50% in less than two years without additional headcount through increased planning, training, empowerment and mentoring of the NOKIA associates
EDUCATION
Maryville University – St. Louis, Missouri
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