Customer Service Manager
Resume:
Stephen P Miller
Cary, Il *****
**********@*******.***
Supply Chain Professional
A quality oriented Supply Chain professional with twenty years Operations
Management experience in lean distribution with international
responsibilities and a proven ability to lead and develop high performing
teams.
Experience
Receiving Manager
Staples, Inc., Lincolnshire, IL 12/2008- Present
Successfully led replenishment operation for flagship Distribution Center.
o Decreased staff required by 11%.
o Streamlined workflow processes to increase productivity.
o Increased efficiency rating of department from 125% to 157%.
o Challenged status quo and increased communication and
accountability between supporting departments.
Watts Water Technology, Alsip, IL 9/2004 - 9/2008
Regional Distribution Center Manager
Successfully lead warehouse activities (Pick/Pack/Ship/DOT/OSHA) with daily
accuracy of 99.8%.
o Drive all distribution initiatives: Improved Level of Service by
analyzing customer service trends, workflow, and the
implementation of a staffing model.
o Upgraded warehouse from manual/paper driven process to WMS/RF
technology.
o Increased inbound productivity by 25% through staffing and
process improvements (12 lines/hr to 15 lines/hr).
o Maintained quality and improved transaction accuracy through the
reduction of non-value added functions.
o Reduced OT/Training expenses by creating an effective staffing
model.
o Reduced Supply expenses by utilizing best practices, analyzing
SPCs, and vendor negotiations.
o Established inventory accuracy to 99.8% through daily cycle
counts and reconciliation.
o Created and implemented SOPs.
o Assessed and hired new talent.
o Mentored team through training, coaching, and discipline.
Innotrac, Bolingbrook, IL
10/2002 -9/2004
Distribution Center Manager
. Successfully led start up of 250k sq ft facility (Pick/Pack/Ship/DOT)
in a low margin environment (.29/carton).
o Created timing and action plans which ultimately led to on time
delivery of new building.
o Established inventory accuracy of 99.87%.
o Created and implemented SOPs.
o Trained team on RF use, policies, and established a positive,
goal focused culture.
o Mentored team through training, coaching, and discipline leading
to the highest ranking DC in areas of gross margin and
profitability, safety, productivity, and accuracy (this spot was
held throughout my tenure).
o Reduced labor 20% by analyzing processes and workflow.
Transtar International, Bensenville, IL 9/1999 -
8/2001
Center Manager
. Successfully led warehouse Pick/Pack/Ship/Customer
Service/Container/Dispatch)
o Implemented P/L controls to measure/gauge productivity and gross
margin.
o Established KPIs (productivity, order accuracy, staffing).
o Created a diversified work force through cross training.
Vtech Industries, LLC, Wheeling, IL 3/1987
- 9/1999
Operations Manager
. Established plans for revenue growth, from 20 million to 175
million, through meeting Distribution and Customer Service
requirements.
o Created Master Production Plan.
o Worked cross-functionally with Graphics/Designers/Production
on seasonal POS display program.
. Regularly traveled to Hong Kong and China
o Established rapports with counterparts, created ship
schedules, and ensured goals are met.
o Controlled overseas inventory purchases based on POS
information to maximize inventory turns, minimize floor space
requirements, and maintain 100% fill rates.
. Maintained operation of entire plant and offices (125k SF).
o Contracted services where required and maintained vendor
performance levels.
o Successfully relocated facility five times (to include all
inventory, equipment, and offices) to strategically align
corporate goals with estimated growth potential.
. Implemented bar code readers in returns processing which increased
throughput five fold.
. Cross-trained warehouse/accounting/credit teams to increase
versatility reducing the need for OT.
SKILLS/INTERESTS
. System savvy; Proficient with Various WMS systems (PkMS, Optum,
proprietary systems), Kronos, Excel/Word/PowerPoint
. Developing Spanish fluency
EDUCATION
. Columbia College - Bachelor of Business Administration
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