Customer Service Management
Resume:
David Kuehn
Houston, Texas
ablm9k@r.postjobfree.com
Supply Chain & Operations Management
Cost-driven professional in supply chain management and operations. Proven
track record in the implementation of business process improvements through
"lean" and "best practice" methodologies. Proactive and "hands on" leader
with logical and innovative approaches to challenges within dynamic
environments. Driver of strategic operational initiatives employing
tactical solutions from inception to realization having positive impact on
cost factors and productivity.
CORE COMPETENCIES
(Multi-Unit Operations Management (P&L and Budget Management (Compliance
Audits
(Supplier/Vendor Management (Strategic Planning and Vision (Demand
Forecasting
(Recruitment, Selection and Training (Organization Restructure
(Employee Relations
(Team Development & Communication (Process & Procedure Design (Staff
Leadership
(Performance Metrics & Analysis (Systems Implementation (Negotiations
(Master Data Management (Procurement Strategies (Inventory Control
(Account Management (Materials Management (Sales & Support
CAREER HIGHLIGHTS
Regional Operations Manager overseeing distribution, inventory (materials)
control, logistics, quality, facilities, account management, customer
service and daily operations within assigned territory. Planned and
Directed cost saving lean initiatives directly affecting P&L cash flow
allowing operational and sales target objectives to be achieved while
maximizing profitability. Ranked #1 in annual national sales.
Southern Regional Operations Manager governed and facilitated best
practices for logistics, procurement, inventory, materials management,
account management, sales and distribution operations encompassing North,
South and Central America and Asia. Orchestrated successful reduction of
global logistics, 3PL and supplier procurement costs contributing to a
positive impact in revenue exceeding $45m over a 6- year period.
Inventory Systems Manager ensured the integrity and optimization of
finished goods inventory residing at 32 distribution centers and 120
consignment locations. Recovered over $800k in loss and damage claims in
the 1st year. Provided SAP expertise in support of the ERP system design,
testing, conversion and post-implementation training.
Inventory/Operations Specialist managing master data for inventory and
supplier/vendor files within proprietary ERP system. Resolved operational
issues for 38 distribution centers housing over 500k SKUs. Assisted in the
formulation of the QMS policies and procedures and conducted internal
audits for ISO 9002 accreditation.
PROFESSIONAL EXPERIENCE
Stryker Corporation, Houston, TX. 2009
Regional Operations Manager
> Diverse leadership role with full accountability for meeting budgetary
and operational targets for 5 south Texas locations. P&L responsibility
and monitoring of operational metrics to consistently achieve and surpass
key performance indicators.
> Re-engineered regions "status quo" of daily operating procedures reducing
excessive overhead (ex...freight, overtime and obsolete inventory).
Successfully produced a cost reduction of 8% and productivity gain of 16%
while realizing high single digit sales growth.
> Maintained optimum staff performance levels by providing a cross-
functional training curriculum influencing time management, work
efficiency and morale. Conducted scheduled and random audits to ensure
compliance to job specific procedures and general policies.
> Initiated the redesign of the primary distribution center optimizing
capacity and product flow. Result of the restructuring significantly
reduced inventory shrinkage and increased accuracy and visibility of
nearly $8m in high volume/high turnover product.
> Facilitated negotiations with regional accounts to remit payments on
outstanding invoices making up 39% of sales. In collaboration with the
end user and customer service, procedures were adopted to ensure timely
receipt and payment of outstanding invoices. Aging orders/invoices
decreased from 39% to a consistent 8-10%. Average monthly billings
exceeded $6m while maintaining an invoice accuracy rate of 98.95%.
> Account management of multiple networks of tier 1 healthcare systems
(Memorial Hermann, Methodist, MD Anderson and Seton).
Koike Aronson Inc., Houston, TX. 2003-2009
Southern Regional Operations Manager
> Directed distribution, shipping and receiving, procurement activities,
customer service and sales support operations contributing to a 31% net
gain in revenue in 6 years.
> International exposure (China, Japan and Thailand) to facilitate
improvements in supplier quality and performance (KPI's), new product
marketing and logistics. Leveraging supplier relations yielded less
product inequalities, significant improvements in timeliness to new
product being released to market and streamlined the logistical process
from Asia to US. These "value added" initiatives directly affected cost
savings to the end user.
> Accountable for corporate procurement of product and parts originating
overseas. Approved orders, contracts and pricing for approximately $17m
purchased annually. Managed Returns Goods policy, expediting and
technical concerns for corporate and field personnel.
> Provided account management, sales and support of equipment and
consumables to industry leaders (Airgas, Praxair and AOC) comprising the
top sales region nationwide.
> Facilities manager overseeing all aspects of operations including lease,
budget and tax activities. Recruiting, hiring, firing and retention of
staff. Supervised the administration of sales, technical, service and
product line training schools for internal and external customers.
> Key management member in root cause analysis, advising, testing and
implementing lean processes to streamline and enhance business and system
processes.
PROFESSIONAL EXPERIENCE Continued...
Matthews International, Inc., York Group Division, Houston, TX. 2000-
2003
Inventory Systems Manager
> Successfully developed, implemented and managed inventory control
policies, procedures and tracking system. Directed cycle count program
for 32 distribution centers nationwide.
> Designed centralized inventory management system giving real time
visibility to aggregate inventory levels. Improved accuracy of material
requirements planning (MRP), fill rates and forecasting.
> Management member of the SAP ERP platform upgrade/conversion team.
Influenced the advancement of the SAP 4.6c modules by providing subject
matter advice and post implementation training for Sales and Distribution
(SD), Materials Management (MM) and Inventory Management (IM).
> Implemented "best practices" and provided SAP training to staff at 32
distribution centers resulting in increased efficiency and productivity.
> Initiated a highly effective team-building campaign among location,
regional and corporate managers, transforming the culture from one of
isolation to collaboration.
Warren Electric Group, Inc., Houston, TX. 1995-2000
Supply Specialist
> Responsible for Inventory ($40m), Quality (ISO 9002), master data
management and training for U.S. locations and internationally (Trinidad,
Puerto Rico, Venezuela and the Middle East).
> Purchasing agent utilizing EDI for preferred vendor lines such as Allen
Bradley, Crouse Hinds, Thomas & Betts, Hubbell, Federal Signal, Hoffman
and Square D.
> Team lead for Gulf Coast facilities restructuring to optimize capacity,
product flow and efficiency.
> Consultant and analyst for business acquisitions. Provided asset and
personnel data to senior management for determining acquisition value and
staff retention.
Military-United States Navy, Guam, USA 1986-1994
Logistics Specialist
> Commanded the planning and execution of logistic support, distribution
operations, transportation and documentation of supplies, weapons and
personnel for military contingencies in support of Operation Desert
Storm/Shield and the Gulf War.
> Supervised military and administrative personnel in supply chain
operations encompassing fleet vessels and fixed facilities, foreign and
domestic. Stationed "in theater" Middle East.
> Coordinated stores issue, receipt and inventory control of supplies and
perishables from depot to dock, dock to ship, ship to ship and air cargo
to ship and shore based facilities.
EDUCATION
Bachelor of Science-Technology, University of Houston, Houston, TX 1995
Specialization in Industrial Distribution, Management and Procurement
Naval Technical Training Center, Meridian, MS. 1987
Diploma of Supply Management Program
PROFESSIONAL DEVELOPMENT
* APICS-American Productivity & Inventory Control Society
Basics of Supply Chain Management-Master Planning of Resources (MRP, DRP,
ERP)
Strategic Management of Resources
* SAP Education and Training
Inventory Management - Processes in Procurement
AFFILIATIONS
APICS-The Educational Society for Resource Management
NAPM-National Association of Purchasing Managers
CLM-Council of Logistics Management
KMWW-Krav Maga World Wide
ACHIEVEMENTS
Certificate of Naval Technical Training-Supply Management Program
Certificate of Naval Logistics Instructor Training
Certificate of Navy Cargo Handling/Basic Air Cargo
Letter of Commendation - Commander U.S. Naval Logistics and Support Forces
Letter of Appreciation - Supply Management Inspection
Krav Maga Certified Black Belt Instructor
Honorable Discharge (Gulf War Veteran( United States Navy
Technology:
SAP 4.6c, Oracle, Microsoft Office Suite: Word, Access, PowerPoint and
Excel, Outlook, SHIMS (Supply House Information Management System), AFTEC
and UPS World Ship
Key Areas of
Accountability
Distribution (Centers)
Inventory Control
Procurement/Purchasing
Materials Management
Warehouse Management
Account Management
Customer Service
Quality
Logistics
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