Customer Service Manager

Douglas Kenneth Goss

*** ********* *** ( Clarksville, TN ( 37043 ( Cell 404-***-****

Email: ********@*********.*** / *********@*****.***

SUMMARY

Logistics professional with extensive and progressive experience in diverse

areas of warehousing, distribution, transportation, supply chain and

customer service. Keen analytical and problem solving aptitude with

established abilities in organizing, coordinating and integrating total

operations for maximum efficiency. Demonstrated record of substantial

reductions in labor, freight, facilities, and overall operating costs.

Excellent communication skills with ability to motivate others and interact

effectively with all levels.

Communication Skills Contract Negotiation Budget Planning

and Development

Customer Service Management Carrier Negotiations and Selection New

Process Development

Transportation Management WMS / TMS / ERP Analytical Skills

Warehouse Management Multiple Location Management Startup

Greenfield Operations

EXPERIENCE

Continental Mills, Hopkinsville, KY

01/06 - 10/08

A privately held manufacturer and marketer of prepared flour mixes and

related products

Eastern Service and Distribution Manager

Managed logistics functions in Eastern US in the most cost effective manner

through empowered work teams. Provide strategic and tactical leadership.

Responsible for customer service, warehousing and distribution, freight

selection, inventory levels, team development and 3PL. Lead East Coast

Supply Chain re-engineering project.

. Part of select group to analyze, recommend and implement network redesign

for $3M annual savings in inventory and distribution costs in addition to

a one time $10M reduction in inventory

. Create and manage a $1.3M operations budget and execute a $12M freight

budget

. Developed KPI (Key Performance Indicator) report to measure performance

and areas of concern

. Reengineered process to drive customer focused work flows to ensure

customer requirements were met

. Saved CM in excess of $390,000 through contract renegotiation and revised

inventory strategies

. Lead productivity improvements through internal upgrade of technology -

WMS and LMS systems

. Set site operational strategies as a member of the senior management team

for this 500K/SF plant

Nestle Purina PetCare Company, Atlanta, GA

09/02 - 01/06

The world's largest producer of dry dog and dry and soft-moist cat foods

and a leading manufacturer of cat box filler

Transportation Manager (2004 - 2006)

Directed distribution of pet food products to the Southeast, Caribbean, and

South America. Create and achieve an $ 11.1M transportation budget.

Responsible for carrier management, contract negotiation, and management,

training, and development of Trade Representatives. Also achieved superior

results in customer service including on time delivery rate and carrier to

customer ratio.

. In first 5 months as Transportation Manager negotiated transportation

savings in excess of $590,000

. Implemented carrier scorecard to measure carriers in performance areas of

on time delivery, load tendering, equipment availability and condition,

and freight payment resolution

Warehouse Manager (2002 - 2004)

Managed warehousing of pet food products to the Southeast, Caribbean, and

South America in 600,000 square feet, over two facilities, shipping over 1

billion pounds annually. Responsibilities included labor contract

negotiations and management (BCT&G), personnel management of 78 hourly and

13 salaried individuals, department safety, sanitation standards, and

compliance with Warehouse Management System. Achieved superior results in

customer service including fill rate and product quality.

. Designed and implemented two cost saving initiatives (order management

process and WMS visibility) that were subsequently implemented nationally

Douglas K Goss Page 2

. Participated on a select international cross-functional "High

Performance" team that identified and targeted improvement opportunities

for reducing operational costs by 7.5% over a 3 year period

. Improved plant sanitation scores 26%, customer on time arrival rate 4.3%,

and safety rate 54%

. Decreased man hours per unit load sold 13% leading to decreased cost per

unit load sold of 4.9%

AJC International, Inc., Atlanta, GA

04/00 - 09/02

One of the worlds largest global food distribution services

Operations Manager

Lead operational activities in the Caribbean Basin including traffic

(domestic and export shipments), MIS, accounting, and 3rd party logistics.

Managed active business, analysis of reporting to identify trends and

issues, training, staff development, and budgeting. Interfaced with sales

providing outstanding service.

. Developed distribution model in Jacksonville, Florida, including design

of business model and processes in a start up environment, 3PL

negotiations and contracts, and data exchange

. Negotiated ocean freight contracts that saved AJC in excess of $175, 000

annually

. Negotiated and managed domestic traffic (common carrier) for an annual

savings of $93,000

Del Monte Foods, Inc., Birmingham, AL 09/97

- 04/00

The largest producer and distributor of premium quality, branded processed

fruit, vegetable, and tomato products in the US

Manager, Southeast Distribution

Managed 300,000 square foot facility shipping 29 million cases annually, a

$2.5M operating budget, and a $15M transportation budget. Annual sales

volume $290M, 50 full time employees and 65 total employees. Manage

transportation and warehouse operations, customer service, and distribution

functions.

. Increased cases per hour 13.7%, decreasing cost per case 19%

. Reduced safety incident rate 52.6%, and received the award for "Most

Improved" in the region.

. Reduced annual turnover rate 55.6%

Nabisco, Inc. 10/85 -

09/97

One of America's largest branded snack food companies, and the world leader

in cookies and crackers

Distribution Manager, Hamilton, OH

1996 - 1997

Managed the transportation function of a $36 million facility, optimizing

delivery functions while serving as an account representative to improve

service and increase operational effectiveness. Managed 40 drivers and

trained and developed delivery personnel and merchandisers.

Manager of Customer Service, Hamilton, OH

1995 - 1996

Functioned to unify sales and logistics while meeting both corporate and

customer needs.

Operating Center Manager, Hamilton, OH

1993 - 1995

Operations Manager with the added responsibilities assisting divisionally

to manage six satellite locations.

Operations Manager, Knoxville, TN 1989 -

1993

Responsible for all aspects of facility operations including warehousing

and distribution, personnel management (drivers and warehouse), AR/AP,

auditing, financial controls, company fleet, scheduling, inventory control,

and safety. Held same position in Salisbury MD (86-89), and Landover, MD

(85-86).

. Reduced operating budget as a percent to sales 14.7% while sales

increased 31%

. Managed branches that rose in national productivity ranking from 125th to

7th, 97th to 14th, 96th to 16th.

. Received award for Top Operations Manager, Southeast Region.

EDUCATION

BRISTOL UNIVERSITY - MBA, 1993, (Magna Cum Laude), Personnel/HR Mgt

FROSTBURG STATE UNIVERSITY - BS, 1985, Management / Marketing.

ALLEGANY COLLEGE OF MARYLAND - AA, 1982, Communications

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