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Customer Service Management

Location:
7403, United States
Posted:
May 27, 2010

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Neil Frank

** ********* **. ***. **, Bloomingdale, NJ 07403 ? ( 845-***-**** ?

abmpjy@r.postjobfree.com

OPERATIONS/LOGISTICS EXECUTIVE

20+ years of experience in the Consumer Products and Apparel industries.

Proven background in International Trade, Warehousing, Inventory,

Operations, and Logistics. Proficient at managing third-party warehouse

operators. Consulting with C level executives on process improvements and

change management. Strong communications, problem-solving, and customer

service skills. Dedicated work ethic and team builder. Strengths include:

Rate Negotiation 3PLs (Third Party Logistics) Supply Chain Management

Cost / Profit Analysis KPIs (Key Performance Distribution

Multi-Locations Indicators) Warehouse Operations

Process Improvements Customer Relations Management Staffing

Change Management (CRM) E-Commerce

Project Management Inventory Management Budget

Operational Efficiency Preparation/Analysis

Vendor Contracts/Relations

SOFTWARE / SYSTEMS

. Microsoft Office (MS Word, Excel, Access, PowerPoint, Outlook)

. AS400 (AS/400)

. Oracle

. ERP Systems

. WMS Systems

. CRM Systems

EXPERIENCE/ACCOMPLISHMENTS

. Implemented ERP system for $100 million consumer products company

including training, reports development and operational procedures

. Analyzed warehouse operations and installed new systems and procedures

to improve performance and accomplish monthly shipping and receiving

goals

. Negotiated contract with 3PL to improve KPI's for throughput and

reduce per unit costs

. Managed construction of distribution center including sourcing of

vendors, purchasing, and installation of storage and material handling

equipment.

. Oversaw build out of office furnishings, hardware installation,

telephone and security systems

. Hired entire staff of 25 people including department managers, office

staff and warehouse personnel

. Implemented workflow processes that allowed sales to increase from

$200,000 per week to $1 million per week

. Established same day delivery procedures that enabled company to

deliver over 100 orders to customers in the tri-state area each day

. Prepared RFP, sourced and purchased ERP system that increased

efficiency of operations by 100%

. Accomplished $600k in distribution cost savings through implementation

of a 3PL

. Responsible for process improvements that enabled company to reduce

staff and save $100k annually

. Managed customer service staff of 15 in an e-commerce environment

. Improved customer satisfaction by implementing 2nd shift for customer

service staff

. Reduced charge backs from vendors by $2 million through process

improvements and vendor compliance procedures

. Improved inventory controls that enabled higher order fulfillment

percentage and increase of sales

. Saved $350k annually through reduction of import transportation costs

. Prepared budgets and controlled expenditures to ensure departmental

savings and operational goals

. Managed 5 distribution centers in USA, Hong Kong, Europe, Japan and

Canada

. Designed, customized and implemented all technical systems supporting

distribution and transportation to enable staff to track all

production from vendors to distribution centers and shipping of

finished goods to retailers worldwide

PROFESSIONAL EXPERIENCE

MRM AND ASSOCIATES, Consultant 2007- present

Consult for consumer products companies in the area of operations,

logistics and e-commerce..

NET-A-PORTER, LLC, Head of Operations 2006-2007

Manage the entire US business of this $75 million Women's designer internet

retailer.

CATTON BROS. CORPORATION, Chief Operating Officer 2002- 2006

Responsible for all operations of this $30 million children's apparel

importer.

GARPAC CORPORATION, Sr. Consultant 1999 -

2002

Implement, troubleshoot, train, and analyze client business practices and

advise operational changes for this multi-product apparel software vendor.

CASABLANCA GROUP, L.P., Vice President, Operations/MIS 1995 -

1999

Manage entire operation of this $150 million Woman's Moderate Sportswear

Company.

DONNA KARAN COMPANY, Vice President, Operations 1989 - 1995

Direct all distribution, transportation, importing, exporting, customs

compliance and technical systems for $380 million business encompassing

men's and women's apparel, accessories, and shoes.

EDUCATION

Hofstra University, B.B.A. Marketing



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