Customer Service Manager
Resume:
CHARLES R. YOUNG
Woodridge, IL 60517
*********@*********.***
Summary
Accomplished logistics professional with retail, 3PL, food industry, and
metal industry background. Support business intelligence initiatives
through data extraction, reporting, and analytics. Supply chain software
implementation experience in i2 and Manugistics TM and TO and SAP.
Adaptable project manager and team leader. Knowledgeable in continuous
improvement methodology. Excellent communicator with superior investigative
and research ability. Proficient in MS Office, Access . Vast transportation
knowledge including intermodal, over the road, and LTL carrier management;
customer service; and pricing. Best work is done in an environment where
able to use analytical nature, software tools, and business knowledge to
solve business problems, improve metrics, and contribute to a team
environment.
Professional Experience
RYERSON, Chicago, IL
2006 to 2010
A leading distributor and processor of metals in North America.
Materials Management Analyst. Generate efficiencies in the realm of
decision support and reporting within a complex multi-system environment.
. Increased by 80% the efficiency of moving decision support data to end
users by developing a user interface in MS Access giving procurement
team faster access to information supporting vendor managed inventory
programs.
. Reduced the process time of a multi-faceted inventory management
report from four days to one through automation of system extracts
from Oracle.
CON AGRA Foods, Schaumburg, IL
2004 to 2006
A leading packaged food company in North America with strong presence in
consumer grocery, restaurant, and foodservice industries.
Senior Business Analyst. Performed ad-hoc data extraction and analysis.
Transportation KPI metric tracking, present updates on S&OP conferences.
Maintain and update SAP route master data and end user support.
. Created pool schedule for temperature controlled logistics network;
resulted in a 29% reduction in cost on LTL sized orders and a 20%
improvement in service overall.
. Applied process improvement skills to improve carrier compliance to
transmitting EDI 214 status messages. Led a team of two analysts
toward a 60% improvement of this metric.
. Led a cross functional team of software specialists in the creation,
testing, and implementation of a new parameter constraint in
Manugistics optimizer in an effort to achieve more cost effective load
building. Project involved data interface to proprietary middleware
and middleware to SAP R/3.
HUB GROUP INC., Downers Grove, Illinois
1990 to 2003
A $1.6 billion transportation logistics management company.
Implementation Manager. (2000 to 2003) Reported to the Vice President of
Supply Chain Solutions. Managed new customer on-boarding projects for
Hub's Supply Chain Solutions Group. Interfaced with IT personnel and
business process owners in the management of successful i2 software
implementations.
. Managed 3 new customer implementations that increased revenue by
25%.
. Developed training materials and taught classes for new users of I2
Technology's Suite of supply chain software. Through this training
helped to manage the cultural change of migration to a new software
platform.
Program Area Manager. (1999 to 2000) Reported to the Director of Y2K
project. Managed the contingency planning phase of corporate Y2K project.
Developed and coordinated company wide contingency and boundary plans.
. Researched and assessed methodologies for building corporate business
recovery plans in an environment where no previous knowledge on the
subject existed. This resulted in the selection of a methodology on
which enterprise wide recovery plans were built.
. Coached 30 regional contingency plan coordinators through the process
of creating local and corporate systems recovery plans. All local
plans were completed on time and successfully mitigated the risk
involved in extensive business system downtime.
Pricing Manager. (1996 to 1998) Reported to the Vice President Operations.
Managed a team of pricing analysts to coordinate customer pricing for 13
national accounts. Duties included management of pricing projects,
database maintenance, margin improvement, and department process
documentation and improvement.
. Established a productive team of six pricing analysts to replace the
team that was lost in the prior three-month period. Created a
friendlier, less stressful work environment that produced a 0%
attrition rate for the next two years.
. Improved margin by 5% over two years by applying detailed
lane analysis to identify poor margin performers. Negotiated
more favorable rates with carriers and customers.
. Converted a proprietary rate database to a commercial rating
product. Provided the ability to perform mass rate updates
that eliminated the need to touch each rate, increasing rate
maintenance efficiency by 50%.
Customer Service Manager. (1990 to 1996) Reported to the Vice President
Operations. Managed a team of customer service representatives that served
Hub's Fortune 500 accounts in the areas of shipment tracing, transit
analysis, management reporting, and overall customer service.
. Improved on time performance by 10% with the use of applied
data analysis and carrier management.
. Led customer service team through the process of ISO 9002
certification. This resulted in the satisfaction of a major
customer requirement.
SEARS LOGISTICS SERVICES Los Angeles, California
1983 to 1990
The logistics division of Sears Roebuck & Company.
Operations Manager
Education
. B.S. in Marketing, Northern Illinois University, DeKalb, Illinois.
. Logic and Structured Program Design, College of DuPage, Glen Ellyn,
Illinois
. Introduction to Database (MS Access), College of DuPage, Glen Ellyn,
Illinois
Professional Development and Training
. APICS - CPIM certification in progress.
. Process Management Training, Hub Group Inc.
. ISO 9002 QSI Training, Hub Group Inc.
Technical Skills
. MS Access, Excel, Word, Project and PowerPoint - SAP Business
Warehouse - i2Technologies Transportation Manager and Optimizer -
Manugistics TMS and Optimizer - IBM Cognos.[pic]
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