Customer Service Manager

WILLIAM A. HOWARD

*** ******** ***** - ****** **** Va. 22546 - 804-***-**** or (804) 366-

2973

abl4sv@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Extensive experience in Distribution Management for external and internal

movement, including domestic and foreign freight shipments. Record of

improving efficiency, productivity and customer service through process

improvements and team building. Great work ethics, interpersonal skills and

the ability to train, manage and motivate team members to achieve

organizational goals.

PROFESSIONAL EXSPERIENCE

Value City Furniture Inc. Ruther Glen VA.

January 2007 - July 2010

Operations Manager

. In a 2 year period department error rate went from 0.43% to a .020%.

Improved production from 11.5 hours per trailer to 8.5 hour per

trailer. Increased pulling teams pieces picked per hour by 4 cases.

Went from a 3 man loading team to a 2 man loading team without

jeopardizing production or safety. Out of 5 company distribution

centers consistently being in the top two in production and total man

hours per trailer.

. Plan and organize the daily replenishment of 14 stores throughout the

East Coast. Averaged dollars moved daily via shipping, receiving,

transfers and return to vender product $1.5 million.

. Manage a staff of 38 warehouse associates, 4 leads, 1 office clerk and

2 supervisors directing and integrating warehouse procedures insuring

that material movement is timely and cost effective in accordance with

company policies.

. Manage 12 million dollars of inventory with 3 ICC associates

completing monthly audits, slot checks and discrepancy audits

resulting in a 96% service level to our stores.

. Implemented property administration policies by hiring, supervising,

and training personnel in accordance with company policies and

procedures.

. Oversee all aspects of merchandise shipping and receiving including

freight carrier operations. (UPS, Federal Express, LTL, Contract

carriers, etc.) Manage all support service related to production

facility, including proper loading and unloading of merchandise from

venders to our stores, managing the stocking and storage of product

throughout the warehouse, implementing all production standards

mandated by company policies, reducing damages and mis-shipment

through proper training, taking the initiative to oversee new projects

and implement new procedures.

. Monthly visits and meetings with store managers to improve overall

customer satisfaction and product quality.

. Created an associate awards program that recognized those associates

that meet and exceeded all production and safety requirements. This

program helped reduce damages by 3 % and improve total production from

11.5 hours per trailer to 9.0 hour per trailer.

McLane Corporation Fredericksburg VA,

January 2006 - January 2007

Production Supervisor

. Supple product for over 70 stores throughout Maryland, DC, Virginia

and North Carolina.

. Reduced warehouse damages by 10% by implementing a damage tracking

report which identified where, who and why damages occurred and how

much money was being lost each week.

. Supervised 15 selectors and 3 product location replenishers in the dry

food department. Moved over 8 thousand pieces per day.

. Supervise equipment operation and maintenance to ensure all OHSA

safety regulations and requirements were adhered to daily.

Circuit City Inc. Doswell VA. March 1991

- March 2005

Production Supervisor

. Supervise receiving and stocking of daily supplies. Maintained company

records, warehouse functions including receipt, storage and distribution.

. Oversee selection and loading of merchandise, 3 million dollars per day

to 26 stores on the East Coast.

. Produced and issue property records and parts to verify quantities

received against bill of lading, contracts, purchase request, and shipping

documents.

. Maintain property accountability records, including lost/damaged

shipments. Determine condition and arranged disposal or surplus of

obsolete material/equipment. Contact company buyers and negotiated

transfers.

. Supervised a work force of 14 tote selectors, 10 carton selectors, 6

fork/clamp truck operators, 4 floor leads, 10 loaders and 1 office clerk.

. Supplied product via UPS, FedEx and US Postal Service for customers

ordering merchandise on line.

. Received and stored high end items in secured location for special

projects - top executives.

. Use a Warehouse Mapping System (WMS) to properly store product throughout

the warehouse. Using the WMS system I was able to create and move

locations within the warehouse to better maximize space and minimize

clutter.

. Supervised the recycling of cardboard throughout the warehouse that

placed over $20,000.00 back into the companies overall budget each year.

. Improved team building by organizing company family days, associate

appreciation awards, team projects and management team building events.

1987 - 1990 CAROLINE HIGH SCHOOL CAROLINE, VA GENERAL

STUDIES

SPECIALIZED TRAINING/SEMINARS AND EDUCATION

Coaching & Mentoring Microsoft Excel Union

Prevention

Interviewing Seminar Team Building Microsoft Word

Communication Seminar Supervisor Training

OSHA/RCRA

CDL License: Class A

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