Customer Service Manager

Bob Horn ********@**********.***

PO BOX ***, Gower, Missouri 64454 816-***-****

Qualifications for Distribution, Warehousing, Transportation, and

Operations Management

I possess 25+ years of management leadership in distribution, and

warehousing. My strengths include but are not limited to: planning,

coaching, managing, strategic thinking, vision, communication, continuous

improvement, providing a safe work environment, customer service and

leading a team in excess of expectations and within budget.

Areas of Expertise

( Operations Management ( Continuous Improvement (

Recruiting/Interviewing ( Customer Service

( Strategic Planning ( Organization/Planning (

Budget/Cost Control ( International Distribution

( Distribution Management ( Training/Development ( Performance

Evaluation ( Safety

( Sourcing (DOT

Selected Highlights

. Zero recordable injuries in 2009 with over 200,000 hours.

. Improved production over 12% three years running

. Built and operated within $35,000,000 budget while lowering expenses and

invested capital.

. Created a strategic plan to improve space utilization and added 10,000

locations within an existing facility.

. Initiated the implementation of strategic plans that reduced expenditures

by 13%.

. Congressional Awareness Leadership Program

Career Summary

Grainger, Kansas City, Missouri

2006-present

Warehouse/Operations Manager: I oversee all responsibilities within the

Grainger Global Sourcing (International Division) distribution center of

600,000 square feet with an additional 400,000 square feet offsite. I

manage $76,000,000 in DC inventory and an off-site facility of $28,000,000

while operating within a $20,000,000 annual budget formulating strategic

plans and strategies to ensure goal achievement on schedule and within

budget. I oversee six managers and 100 associates while developing and

implementing continuous improvement objectives through LEAN principles

improving quality, safety, customer service and production.

Dollar General, Fulton, Missouri 2002-2006

Outbound Manager: I ensured the successful shipment of 120,000 cartons per

day from a fully-automated 1,200,000-square-foot facility. I managed the

activities of nine management personnel and approximately 150 hourly

associates while driving the achievement of production, quality, and safety

goals. In addition, I had total responsibility for a 300,000 square foot

offsite facility where I negotiated the contract and managed all inbound

and outbound operations.

United Parcel Service, St. Louis, Missouri 1979-2001

Division Manager / Director: I oversaw seven facilities and one central

operation; trained, managed, and motivated 75 managers and more than 500

hourly associates. I assisted in developing and controlling a $35,000,000

budget and participated in formulating a strategic plan to ensure goal

achievement on schedule and within budget. I liaised with major accounts

in sales promoting positive customer relationships through continuous

improvement processes. I held the following positions: Operations

Manager\Director, Labor Relations Manager, Corporate Schools Manager,

Hub/Distribution Manager, Facility Manager and I.E./Implementation Manager

Education

Bachelor of Science in Business Management - 3.81 GPA

Currently attending the University of Missouri, Masters Degree in Business

and Marketing - 4.0 GPA

Training / Certifications

( Management Leadership ( Coaching and Reinforcing ( Trust and

Teamwork ( Employee Relations

( ISO 9001 ( Hazardous Materials ( Valuing Diversity (

Career Development

( Continuous Improvement ( Dispute Resolution ( ADA Workshop (

Business Conduct

( Pacific Institute

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