Customer Service Manager

Robert Malcolm

*** ********* *****, ******* ** **687 864-***-**** ********@***.***

Shipping and Receiving Manager

(Leadership - Action - Results)

Automotive / Warehouse Operations / Transportation / Customer Service / Multi-Shift / Multi-Site / Personnel Administration / Inventory Control / Material Handling / Budgets / Quality / Safety / Security / KPI’s / Cost Control / Returns / Regulatory Compliance / Project Management

PROFILE

I am an experienced operations and people person, managing teams in support of company and customer goals and objectives. I am knowledgeable in all aspects of distribution and transportation operations including: high volume, multi-shift, personnel administration, material flows, raw materials and finished goods, inventory management and reconciliation, stock rotation and document accountability, process metrics, receiving, material slotting and put away, kitting, pick and pack, case and pallet order fulfillment, automated material handling, yard management, WMS, TMS and EDI systems, timely and accurate data entry, special packaging and handling, same day shipping via all modes of transportation, labor planning and deployment, customer service, facilities and equipment maintenance. Regulatory compliance and safety are a given. I follow lean practices while striving for a continuous improvement environment. I cultivate a customer service environment and strive for a great place to work.

* Energetic, hands-on, roll up your sleeves, get the job done style. Forward thinking, team player, oversees plans, organizes and coordinates daily activities. Flexible to changing conditions.

* Self-starter. Taking charge, leading teams, building morale, navigating ambiguity, collaborating with cross-functional stakeholders, and providing creative solutions to optimize opportunities.

* Strong leader. Multi-tasking. Building strong teams. Providing planning, direction and support of daily activities. Setting goals. Delegating, holding accountable. Communicating at all levels.

* Oversight and organizational performance. Regulatory compliance, company policies and procedures, metrics, capital and expense budgets, safety, labor requirements, operational reports.

* Talent development. Hires, disciplines, trains, and mentors. Ensures timely and meaningful performance appraisals. Builds bench strength.

* Re-engineering. Practiced in examining operations, SLA’s, SOP’s, and implementing change relative to growth, efficiency, costs, quality, information technology, and customer service.

MBA in Business Administration from Roosevelt University Chicago

BBA in Economics is from Loyola University Chicago

SELECTED ACCOMPLISHMENTS

Turned Around Distribution Operations – Import Parts America. VP Distribution Operations. In a down market, IPA was experiencing declining profits and shrinking market share. Revamped operations, upgraded IT systems, and improved inventory accuracy and parts coverage in 7 regional DC’s. Increased local customer deliveries to twice daily. Will call availability improved from one hour to 15 minutes from time of order entry. Instituted metrics and improved personal administration. Improved profits and gained market share leadership.

Award Winning Performance - Roadway Logistics. Director Operations – Sun Microsystems. Responsible for executing objectives and goals for North American logistics and distribution. Controlled $200 million in raw materials (JIT) and finished goods inventory with 99.98% inventory accuracy and 99.96% on-time shipments. Received Sun’s prestigious award 2 years running for excellence in service and quality.

Improved Costs and Customer Satisfaction - 3Com Corporation - Director Global Logistics and Service. Reduced $1.5M from global inventories, established multiple sourcing points to reduce transportation costs by 11%, and improved sales and warranty support. Provided superior customer service. Established synergy between global logistics, service, manufacturing, finance, and sales to support overall corporate goals.

* CAREER HISTORY

General Manager, KnR Properties. 2008 to present. KnR Properties, 2008 to present. P&L. Analyze and manage real estate for purchase, sale, or hold. Identify and optimize opportunities for implementation of rehab and hard money lending projects. Maintaining the infrastructure suitable to the scope and size of KnR business, incorporating disciplines that underline profitability. Fostering positive business relationships and staying abreast of changing regulatory direction and mandates.

Partner/General Manager, FMS Construction Group, LLC, 2005 to 2008. Quoted and oversaw projects in multimillion dollar, state-funded residential construction program. Negotiated, implemented and managed contracts and operations for the profitable rehab of 22 properties. Quality and customer satisfaction gave us preferred vendor status.

Partner/General Manager, Callia Seafood, LLC, 2002 to 2005. Engaged with Mexican company for processing, storage, and transportation of seafood for US distribution. Managed P&L for US operations as well as administration, finances, production, quality, packaging, and exporting for the Mexican company. Managed supply chain from product inception through planning, production, quality, warehousing, transportation, import/export, sales and marketing.

Beginning in 1999, recruited by 3Com as Director Global Logistics and Service to lead logistics and service for post-sales support and parts planning for warranty, service contracts, professional services and product repairs for 3Com products in EMEA, Asia, North and South America.

Prior to that, Senior Director Operations – Compaq account for Exel Logistics, directing distribution and transportation for a big box, finished goods, client distribution center with 650 employees and a raw material vendor hub with 28 vendors. Senior Director Business Development HP, Honeywell and Iomega accounts, Exel Logistics. VP Distribution Operations, Import Parts America. Corporate Distribution Manager IBM/ROLM.

Additionally, supervisor, general foreman, and warehouse manager for Ford Motor Company in their parts distribution center network.

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