Customer Service Management

Mark K. Spencer

**** *********** ** ( Carroll, OH 43112 ( 614-***-**** (

***********@***.***

WAREHOUSE / DISTRIBUTION OPERATIONS MANAGEMENT

Automated and High-Volume Fulfillment for Retail and Manufacturing

Operations

SUMMARY OF QUALIFICATIONS

. Progressive, results-driven Distribution Management professional with 20+

years of cumulative expertise encompassing:

Big Box Distribution Center Management Total Project Management

Operations Startup and Growth Strategies Transportation Management

High Volume Pick-Pack eFulfillment/Catalog Customer Service

Management

Warehouse and Facility Design Forecasting, Budgets & P&L

Warehouse Management Systems Integration Contract Negotiations

Distribution Center Automation Quality Assurance

Inventory Control and Logistics Staff Management and Training

. 10+ years at the Director and higher level of distribution center and

".com" operations, managing up to 8 direct reports and over 2,000

indirect reports.

. Selected, designed and opened over 4,000,000SF of warehouse/distribution

center space for fulfillment and warehousing of retail hard lines, soft

lines and manufacturing inventory.

. Core team member in QS9000 quality project and internal quality audit

team.

. Consistently exceeded set productivity and quality goals, maintaining

KPI's and Metrics in every operation managed for 15+ years.

. Managed P&L in both private and 3PL companies, routinely improving cost

control, profit margins and asset use by at least 10% or more.

TRAINING & CERTIFICATIONS

MS Excel, Word, PowerPoint, Access; SAP; PKMS; Outlook QS9000 Internal

Auditor Certification

A+ N+ MCP Certifications (2009) Green Belt Six Sigma Training

MCSA Certification (2009) OSHA HAZMAT Certification

PROFESSIONAL EXPERIENCE

DIRECTOR OF DISTRIBUTION

Anchor Hocking Company, Lancaster, Ohio (2010 to present)

Direct all distribution/operations for a 1.3 million square foot facility,

with $70 million worth of inventory. Started up direct to consumer (.com)

fulfillment division of the company and several other enhancements to the

WM eliminating labor and costs out of the operation.

Selected Achievements:

. Started up direct to consumer operations within the existing distribution

facility

. Helped guide and institute standardized KPI's for all inbound, outbound

and warehousing operations

. Instituting performance plans with performance goals at the management

level and hourly level

. Instituting ISO formatted corrective action processes for quality

improvement and accountability

. Reduced overall labor costs by 10% to the use of KPI's and process

improvement, eliminating ongoing use of OT and reduction of hourly staff.

CONSULTANT

Spencer's Consulting, Columbus, Ohio (2007 to 2010)

Provide consulting in Distribution Center setup and WM/IT functionality,

tier three server support.

DIRECTOR OF OPERATIONS

Exel Inc., Columbus, Ohio (2006 to 2007)

Lead Consultant/Operations Director for design, start-up and management of

two Fulfillment Centers for Toys R Us Account. Key decision-maker on

operational design, system, and implementation processes.

Selected Achievements:

. Led two-month design and opening of 350,000SF manual fulfillment center.

Included building layout; MHE design/layout; lift selection/purchase;

PKMS functional design/testing/integration; management hiring; and start-

up operations. (Designed to process 20,000 orders/day at 1.75 avg. lines

per order.)

. Directed three-month design and opening of 570,000SF automated center.

Same responsibilities as above with additional role in design and flow of

Pick-to-Tote, Multiple Pick Tower, Automated Packing Area, and Shipping

Sorter. (Designed to process 70,000 orders/day at 2.5 avg. lines per

order.)

DIRECTOR OF OPERATIONS - Company sold; position eliminated

Bekins Group, Sioux City, Iowa (2002 to 2005)

Managed American Standard account in Columbus, Ohio, including all

Distribution Center operations, for this third party logistics company.

Selected Achievements:

. Planned, coordinated, and managed move of $28 million worth of inventory

from two dilapidated, 400,000SF buildings to one newer, 1 million SF

building with a newly designed and racked flow-through operation.

Designed and integrated new WMS system (SAP WM). Full P&L responsibility.

VICE PRESIDENT/DIRECTOR OF DISTRIBUTION/OPERATIONS - Company sold; position

eliminated

SubmitOrder, Inc., Dublin, Ohio (1999 to 2001)

Managed e-commerce fulfillment operation start-up, including warehouse site

selection, construction coordination, real estate contract negotiations,

building distribution center/call center operation, software selection and

integration, PKMS WMS system and Rapistan automation design, and hiring and

staffing.

Selected Achievements:

. Selected site, designed and opened 5-building, 1.3M SF

warehouse/distribution center in six- months.

. Conceptualized distribution center operations plan from scratch for

online e-fulfillment of client accounts (Zany Brainy, Limited TOO,

Wilson's Leather, etc.). Included inventory profiling, building set-up,

fulfillment, returns, staffing, accounting, and inventory control.

. Integrated two new WMS systems (DMMS non-automated and PKMS automated)

within one year.

. Functionally designed/defined, selected and integrated new PKMS WMS

system into distribution center and Rapistan operations within record

time of three months.

. Assisted in design and management of new $30 million Rapistan automated

system project to include crossbelt sortation, multi-level pick towers,

automated manifesting, wave picking, automated shipping sorter, and more

at two locations (Groveport, OH, and Memphis, TN).

. Staffed and managed two, 500-seat call centers for in-bound orders and

technical support.

. Member of executive sales team responsible for soliciting clients via

sales presentations and tours.

DISTRIBUTION SENIOR MANAGER

BUSINESS SYSTEMS ANALYST

Victoria's Secret Stores, Reynoldsburg, Ohio (1997 to 1999)

As Distribution Senior Manager, directed inbound merchandise movement for

800 stores, 5 supervisors, 2 managers, and 150 hourly associates.

Responsible for Receiving (3-6mm pcs. of merchandise weekly through 61

doors), Quality Assurance (random quality inspections and SPC), Central

Storage/Warehousing (800,000SF of high bay, deck and tier racking), Primary

Picks and Restock Retrievals (800 to 4,000 cartons/day), Merchandise Rework

and Ticketing, Ticket Printing Services, and Non-merchandise Processing and

Handling.

As Business Systems Analyst, advised 800,000SF distribution center on all

business systems for distribution, warehousing, pick-pack, flow-through,

inventory control, production planning, capacity planning, and other

operations.

Selected Achievements:

. Managed record-setting peak year for inbound departments.

. Implemented departmental functional documentation and process analysis to

determine non-value-added processes and instituted more efficient

procedures.

. Project Manager in selecting and implementing a common warehouse

management system company-wide (Limited, Intimate Brands, and Abercrombie

& Fitch).

. Distribution Safety Committee Lead, creating and initiating OSHA-

compliant Power Safety Program.

. Successful Y2K Compliance/Testing for distribution center VAX systems and

AS/400 applications.

DIRECTOR OF OPERATIONS - Company sold; position eliminated

Glick's Furniture Company, Columbus, Ohio (1995 to 1996)

Directed the following operations: Customer Service, Distribution and

Inventory Control, Maintenance, Security, Fleet, and Delivery.

Responsibilities included strategic and tactical operations planning,

facility design, facility maintenance for 7 company stores, and managing

$8.2M+ annual budget, 300,000SF warehouse, and 172 associates (including 5

managers, 5 assistant managers).

Selected Achievements:

. Restructured operations workforce, eliminating three positions and one

level of management, streamlining two operational processes, and

increasing daily picks and deliveries by over 50%.

. Improved pay incentives for fleet drivers, reducing delivery time by 20%

and damaged returns by 10%.

. Reorganized and consolidated management reports for monthly tracking and

budget control.

SENIOR MANAGER/DIRECTOR OF DISTRIBUTION & ASSEMBLY

CompuServe, Inc., Upper Arlington, Ohio (1985 to 1995)

Managed 42,000SF distribution center and warehouse, creating and overseeing

$6.3M+ annual budget, domestic and international order fulfillment

(100,000+ orders/month), and facility design and growth management.

Facilitated standard warehousing, distribution and inventory control as

well as production/assembly and pick-pack operations through participative

management and work groups. Supervised up to 70 full-time/part-time staff,

including three direct reports over two shifts.

Selected Achievements:

. Aggressively negotiated international and domestic carrier contracts in

excess of $4.2M annually; negotiated second-day rates at standard ground

costs with UPS.

. Negotiated ongoing contracts for onsite warehouse space starting at

7,000SF and increasing to 42,000SF over an 8-year period.

. Researched, developed and implemented solution to order fill rate and

inventory inadequacy through use of MRP, capacity planning, and linear

progressive assembly and control.

. Designed and implemented three generations of facility layout and design

for effective production throughput to meet 400% inventory/production

growth over a four-year period.

. Maximized database tracking and program functionality through host-based

language and database management in a period of minimal availability of

training.

. Developed exceptional rapport and trust with direct reports by modifying

a work environment from traditional management style to participative

management style.

EDUCATION

Master of Business Administration, Franklin University (3.75 GPA)

Bachelor of Science in Business Administration, Franklin University (3.3

GPA)

Ohio Real Estate License (2005)

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