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Customer Service Manager

Location:
Rowlett, Texas, 75088, United States
Posted:
March 24, 2011

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**** ****

**** ******** **** *******, ***** *****-4303

972-***-**** (H) 972-***-**** (C) **********@***.***

Summary

. Operations Manager with proven performance in a 3rd Party Logistics

environment, with extensive day to day customer support experience.

. Major focus centered on implementation of distribution centers and

transportation management including carrier relationships through

adherence to strict timelines and budget goals.

. Strong reputation for building and maintaining goal oriented, cross

functional teams dedicated to exceed departmental and company

objectives while identifying internal/external customer needs and

objectives.

Software Skills

WMS, TMS, I2 Freight Matrix, Macleod, People Net, Outlook, Lotus Notes,

Excel, PowerPoint, Word, Visio, Office Project

( Supply Chain Management ( Multi Site Operations

( New Accounts / Start Ups ( Change Management

( Warehouse / Distribution ( Team Building / Growth

Achievements

Management

. Consistently ranked in top tier for national truckload carrier. Monthly

performance goals were based on equipment utilization, fuel consumption

(MPG), driver retention, safety, and on time performance.

Project Implementation

. Acted as Operations Manager on ten major national accounts. Cadbury

Schweppes (Motts Snapple, Dr. Pepper/7up), Reckitt Benckiser etc.

Change Initiator

. Designed and created daily report to proactively identify potential

shipment issues, root cause, and resolution. Identified important trends

and corrective actions.

Experience

Greatwide Logistics Services Dallas, Texas

03/2010 - present

Customer Logistics Manager for multiple food conglomerate accounts - Wal-

Mart, Kroger, Super Valu, AWG and Kraft.

. Oversight of evening shift to ensure all network Operating

Center requests are handled quickly and accurately.

. Promoted 12/10 to management role.

. Worked in key role of training new associates and mentoring

others in new positions.

. Step up to fill in for supervisors when they took time off.

. Load planner for month of October.

. Worked all shifts in a 24/7 environment.

Unemployed 01/2009 -

03/2010

Ryder Integrated Logistics Plano and Fort Worth, Texas

04/2004 - 01/2009

Operations Manager on three major contracts - Cadbury Schweppes

(food/beverage), Adams Confectionery, and Reckitt Benckiser (condiment and

cleaning supply conglomerate).

Responsible for new projects / start up accounts that required staffing and

training and led teams working on site at client location.

. On-Site at Dr. Pepper/7up - Heavy customer service interaction, direct

contact with customer service and internal/external department

managers.

. Daily interaction with load planners and customer service to insure

timely responses and execution of optimization plan.

. Possess strong working knowledge of TMS system to provide oversight of

transportation goals and objectives.

. Key team member for carrier management, met with carriers to insure

that they were solid and reliable for business awarded through bid

system. Developed KPI's to measure and report monthly performance.

. Performance reviews held with carriers when issues need to be

addressed

. Built strong reputation and rapport with client through proactive

oversight of inbound and outbound transportation. Gaining support

and trust from beginning to end shipments

. Team Lead for Dr. Pepper/7up resulting in creation of new policy,

procedures for expedited shipment program; implementation and training

of customer service team. (Cadbury Schweppes and Adams)

. Resolved critical issues quickly with best cost and service by

providing multiple options and made recommendations to best meet their

needs. (Cadbury Schweppes and Adams)

. Interacted daily with client customer service managers and

transportation directors. (All)

CNF, Inc. 09/2000 -

04/2004

Menlo Logistics Plano and Austin, Texas

Project Manager for Dr. Pepper and a major computer chip manufacturer

that outsourced several key support departments. Directed on site

workforce with overall responsibility of being key interface to

customer. Communicated daily with key department heads to ensure

seamless transition and provide higher service levels.

. Stabilized and motivated outsourced transportation and material

handling workforce previously employed by client.

. Restructured work schedules to further reduce staff by 23% which

resulted in an annual savings of $200,000 in payroll.

. Relocated operations of shipping/receiving to client's manufacturing

facilities.

o Increased efficiencies by 12% through a reduction in travel

time and through rescheduled routes, which eliminated

$6,200 of payroll projected annually.

Transportation Manager for Dr Pepper / 7UP - on site at corporate

offices in Plano.

. Heavy customer service, direct contact with customer service,

customer department heads.

. Assisted in design and implementation of consolidated Less Than

Truckload (LTL) shipments network.

o Increased client customer base on time performance by 19%

for LTL shipments from distribution center in St Louis, MO,

to end customer throughout US and Canada.

o Saved client 28% on LTL transportation costs which resulted

in annual savings of $1.2M on customer orders.

. Wrote new procedures for reverse logistic moves of damaged or

refused product from end customers back to manufacture.

o Led training and implementation to ensure compliance.

o Improved shelf life of returned product by 22%.

CNF, Inc. (cont)

Con-Way Logistics Forest Park, Georgia

General Manager of public warehousing facility that housed Fortune 500

accounts.

. Analyzed and redesigned layout of racking and floor locations in

facility.

o Increased inventory accuracy to 99.1% through goal setting,

training and proactive KPI measures for first month of

implementation.

o Reduced overtime for warehouse personnel from 18% down to

2% per week for an annual projected savings of $10,500.

o Reworked warehouse worker schedules through staggered

shifts, which resulted in higher employee morale, and

increased order picking accuracy from 86% to 98.5%.

Menlo Logistics Arlington, Texas

General Manager of warehouse / distribution center for national retail

furniture account. Also had additional responsibility for five

satellite cross dock and delivery centers in the South Central region.

. Assisted in the start up of Seattle, WA facility and acted as

Operations Manager.

o Increased receiving accuracy from 52% to 97%, which

resulted in order fulfillment efficiency increases from 47%

to 95%.

. Participated in design, and managed build out of Texas warehouse and

office.

. Hired and trained management staff for office and warehouse.

. Supervised contracted home delivery service and achieved 95% customer

satisfaction.

M S Carriers Sunnyvale, Texas 2000

Terminal Manager for major national truckload carrier which employed 247

people which included drivers, dispatch managers, repair shop and mechanics

for tractors / trailers, and facility security and maintenance.

Transport Corporation of America Garland, Texas

12/1996 - 6/2000

Logistics Manager for national truckload carrier and acted as project

implementation manager/supervisor of 4 new accounts and/or projects.

Mervyn's of California Plano, Texas

1996

Distribution Manager of facility for all 3rd shift departments, which

included maintenance and security. Consistently outperformed other two

shifts by 12.5% in KPI's.

Menlo Logistics Dallas, Texas

1994 - 1995

General Manager of distribution center for a national retail office supply

account that serviced sixty-one retail stores in the South Central US.

Ranked highest in operating performance of a network of 10 DC's, and

generated a profit margin of 12% for 1994 and 24% for 1995.

Sears Logistics Services Dallas and Garland, Texas

04/1984 - 05/1994

Receiving Manager for retail distribution center that serviced 108 stores

in Southwest region. Operated in top tier of productivity for US network.



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