Customer Service Manager

Bill Pfunder

**** ** *** **. ? Gresham, OR ****0 ? 503-***-**** ?

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

Logistics ? Distribution ? Supply Chain ? Transportation

Results-producing operations manager with expertise in delivering

exceptional results in high-volume distribution centers. Desire position

as Transportation Manager capitalizing on expertise in management,

commitment to delivery of world class customer service, and the following

core strengths:

Warehouse Management Quality Control Inventory Control Team

Leadership

P & L/Budgeting/Cost Control OSHA/DOT Compliance Project Management

Employee Relations

Training and Development Labor Relations Vendor Relations

Distribution Startup

Fleet Management Contract Negotiations B2B & B2C

Union Environments

Qualifying Experience

GENERAL BUSINESS CONSULTANT, Self-Employed

(09/10 - Present)

Provide consulting services to client companies to boost their revenues and

productivity. Evaluate existing processes and recommend change management

opportunities related to operations, inventory, distribution, marketing,

customer service, and networking. Serve as an ongoing resource.

LOGISTICS CENTER MANAGER, Penske Logistics (3PL) ~ Vancouver, WA

(10/06 - 09/09)

Managed distribution operation, developing supply chain management

solutions for clients in Oregon, SW Washington, and Northern California.

Overhauled operation and developed SOPs to establish inventory and loss

prevention measures. Developed yearly budget and controlled P&L. Set goals

and high performance standards for my team and managed to those goals and

standards, reporting results to the Regional and General Manager. Managed

a staff of over 30 employees which included supervisors, drivers,

installers, warehouse personnel, and admin staff. Major contract was with

the Whirlpool Corporation providing B2B & B2C delivery and installation of

their products.

> Presented yearly zero based budgets to senior staff and monitored P&L to

insure success.

> Increased driver and warehouse productivity over 8% by implementing lean

methodology.

> Monitored drivers' daily dispatch to insure routing was followed, and

service goals met.

> Responsible for OSHA training monthly and documenting results for office

staff, drivers, and warehouse personnel

> Maintained driver DOT files and monitored for compliance.

> Increased Net Income over 12% by negotiating freight contracts to reduce

empty miles on return legs.

> Created and implemented a new daily budget to actual report that improved

tracking of revenues and expenses.

> Ensured the high level of service and weekly customer site visits that

garnered customer satisfaction and brand loyalty.

> Built Excel spreadsheets to monitor revenue, volume and employee

productivity trends.

> Maintained a fleet of over 40 vehicles.

> Performed by-weekly warehouse inventory audits.

> Certified as a Smith System safe driver trainer.

Director of Operations, Consolidated Vending Corporation ~ Muskegon, MI.

(05/05-07/06)

Direct planning and budgeting statewide for division of six warehouses,

$46M national vending machine company. Manage operations for 900 accounts,

generating $26M. Prepare and present quarterly reports to the Board of

Directors. Develop marketing plans for new products. Build relations with

main customer base, negotiating new and existing customer contracts. Used

WMS to control and resolve supply chain issues throughout the facility.

Reported directly to the President and Board of Directors. Direct reports

included four area managers and one sales manager, responsibly for 75 other

employees which included supervisors, drivers, warehouse personnel, admin

and money room staff.

> Reduced fixed cost by eliminating one warehouse location in the Detroit

area and set up a centralized distribution operation.

> Trained managers on building yearly zero budgets and monitoring monthly

P&L's.

> Monitored work completed by drivers at customer locations.

> Reduced product waste resulting in a 32% increase in margins for one

region.

> Assisted the Sales Team on contract bids and presentations.

> Held weekly meetings with largest customers,

> Reviewed monthly warehouse audits for 6 sites and addressed any issues

with local management.

> Reduced company fleet by 5%.

> Trained supervisors on DOT/OSHA requirements and Fleet maintenance.

> Followed up on any customer concerns.

Bill Pfunder

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Distribution Manager, DS Waters ~ Portland, OR

(02/00 - 04/05)

Managed $15M division of $800M bottled water & coffee company. Led staff of

125 (supervisors, drivers, warehouse) and managed $4M budget, P&L and

forecasting. Implemented procedures to comply with OSHA and DOT

regulations. Negotiated and monitored vendor contracts. Implemented

routing/training improvements. Reported directly to the Pacific Northwest

VP.

> Responsible for over 60,000 deliveries monthly.

> Reduced operating cost by 24% by renegotiating fleet vendor contracts.

> Presented yearly zero based budgets to senior staff and monitored P&L to

insure success.

> Revamped transportation routing to achieve an 18% cost reduction and

improve on-time delivery performance.

> Launched a safety program that reduced OSHA/DOT recordable lost time &

accidents by 30%.

> Instituted operational and organizational measures that generated a more

positive, productive, and people-oriented work environment.

> Reduced service failures by over 25% in one year, taking the operation

from a least best, to number one in the until company

.

Operations Assistant, Con-Way Express ~ Buena Park, Calif.

(97 - 00)

Managed less-than-truckload (LTL) freight transportation services in 13

western states including Alaska and Hawaii, and Mexico. Evaluated and

implemented changes to improve efficiency in freight accumulation centers

in western states. Assigned to assist managers throughout the west coast.

> Implemented Lean methods at Freight Accumulation Centers on all west

coast to reduce labor and equipment costs.

> Assigned to the largest distribution operation in the western region at

Santa Fe Springs, Calif.

> Dispatched drivers and set daily man power requirements for over 60

employees.

> Transferred to resolve issues at the Portland, OR F.A.C. Decreased cross-

dock time and increased customer service.

Previously: Center Manager, United Parcel Service. 16 years.

Honorable Discharge - U.S Army.

Education/Professional Development

BS in Business Administration - Concordia

Professional Development: Certified Smith System safe driver trainer,

Supervisor Basic Training (UPS), Peoples workshop (UPS), Essential

Leadership skills (Penske)

Computer Skills

Proficient in Microsoft Word, Excel, PowerPoint, Outlook, LMS, SAP, Garmin,

Oracle, Mappoint, XATA, and Load boards. Seven years of

experience with Warehouse Management Systems (WMS).

Quickly learn new programs proprietary software. Adept in Internet

research.

Contact this candidate