Customer Service Manager

Brian C. Smith

* ****** ******, ***** *****, New Jersey 08052 856-***-****

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

Summary:

Leadership: Ability to facilitate change and involve employees to

continually improve processes. Develop training materials including team

manuals.

Analytical/Problem Solving Skills: Ability to implement efficiency

procedures to improve accuracy and coordinated adjustments in a timely

manner without sacrificing customer service.

Employee Retention: Experience in hiring, training, and motivating

employees to perform work in an enthusiastic manner.

Operations: Experience in coaching, decision making, managing conflict,

aligning performance for success, initiating action, planning and

organizing, delegating, and follow-up.

PROFESSIONAL EXPERIENCE

Estee Lauder Companies Bristol, PA

Distribution Operations Supervisor 06/08 - Present

Supervise all outbound shipping associates in a high volume environment, which

includes prioritizing and assigning work, monitor the quality and quantity of

the work performed to meet and exceed productivity expectations, ensure

domestic and international orders are stored and delivered according to

customer requirements, and hold daily staff meetings to achieve departmental

and organizational goals.

Develop and maintain a productive staff by training, applying sound

communication and motivational techniques, counseling, and disciplining

subordinates.

Lead our 5S LEAN Manufacturing Initiative for departments within the operation.

Maintain a clean and safe environment to include compliance with OSHA and

company safety guidelines.

Industrial Spring Steel Philadelphia, PA

Operations Manager 01/05 - 06/08

Organized and coordinated office operations and procedures in order to maintain

organizational effectiveness and efficiencies.

Oversaw accounts payable, accounts receivable, customer service, order entry,

and inside sales.

Promoted to Operations Manager within two years and reported directly to the

company president.

WIS International Philadelphia, PA

Inventory Manager 04/02 - 12/04

Managed the day to day operations of the Philadelphia office, including hiring,

training, employee development, and monitored the profits and losses.

Oversaw the physical inventory services provided to our clients, which

consisted of 100 or more inventory specialists. Some of our clients included

Target, BJ's Wholesale, and Eckerd.

Became an integral part of the company merger between Washington and Western

Inventory as I traveled throughout the East Coast and developed, planned, and

coordinated all training for management as well as non-exempt staff.

Tyndale Co. Doylestown, PA

Warehouse Supervisor 11/99 - 04/03

Supervised the overall scheduling and monitoring of the work completed by the

picking, packing, shipping and receiving associates, and lead teams for annual

inventory.

Initiated and drove continuous improvement of warehouse processes in order to

ensure quality, accuracy, cost targets, and ensured that productivity standards

were met and exceeded.

Interacted frequently with employees and provided updates on their training

progress, as well as performance reviews, attendance, vacations, and any other

requests or pertinent issues.

JC Penny Cherry Hill, NJ

Merchandise Handler 08/93 - 10/99

Managed inventory once a year for jewelry department as well as in store

inventory for ongoing incoming shipments.

Received and checked in merchandise arriving from direct shipping companies.

EDUCATION AND TRAINING AWARDS AND AFFILIATIONS

DVIRC - LEAN Manufacturing "Bronze" Customer Service Award

Level Certification

Lean Manufacturing

Hazmat Certification

Member of the ALS Association of

First Aid Responder Certificate Philadelphia

Currently pursuing an A.A.S in Business Workplace Safety Environment Award

Management

Software Experience: Microsoft Office (Word, Excel, Access and Outlook),

Lotus Notes Applications, Quick Books Pro, Enterprise Solutions, and HK

Systems WMS.

Contact this candidate