Customer Service Manager

John J Murphy

** ******** ******, ******* *** Hampshire 03036

Home 603-***-**** Cell 603-***-****

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

PROFILE

My career focus as operations professional has provided management

experience in a Logistics and Distribution environment. Extensive expertise

in all areas of Operations, Logistics, Transportation and Fleet Management,

with a strong breath of knowledge in site planning, staffing, inventory

control, production, warehousing, distribution and customer service. An

energetic and hands on manager, possessing strong leadership and

communications skills with an excellent aptitude for developing people. A

solid track record of results based on understanding how to develop teams

and align their performance with corporate goals and customer expectations.

Managed employees in both union and non union environments.

CAREER HISTORY

VersaCold, Boston MA

2005-Present

Director of Northeast Operations

Full P&L operational responsibility for four distribution facilities in the

Boston region (totaling over 700k square feet, 45,000 pallet positions and

cross dock operations shipping 140k units daily) with a combined total

revenue of over $100 million, per annum. Responsibility for a second

location in Peabody Ma which a 125K freezer sq ft dedicated to a contract

customer. The third location is a 530K facility in Allentown PA with 48,000

pallet positions of both dry and refrigerated products. Lastly, direct a

network of drivers and equipment that covers a territory from Massachusetts

to North Carolina. The network supports DSD service to supermarket

locations for Trader Joe's Responsibilities included creation of annual

budgets, planning of capital improvements, and evaluation of staff

requirements, systems analysis, and negotiation of customer contracts,

customer service management and reviewing ways to increase effectiveness of

operations. Executed quality systems to ensure compliance with all

regulatory and safety bodies.

. Designed, developed and implemented an operational strategy to

effectively handled customer volume growth increases in excess of 15%

annually as a 3PL provider. Provide transportation requirements to

stores, DC's handling Trader Joe's distribution and backhauls to off set

cost.

. Created and managed on-going key performance indicators (KPI's) for Cost

Savings, Labor Efficiency, Inventory Accuracy, and Customer Care

targeting areas requiring immediate focus to improve customer service and

bottom line results. Results included reduction of staff while

maintaining the same volume of throughput, improved turnaround time of

customer inquiries to meet set expectations, and improved inventory and

shipping accuracy.

. Successfully increased profit contribution by year by year in excess of

25%. This was achieved thru restructuring of management group, define

goals/objectives and focusing on a culture that celebrates success.

. Provided leadership and direction to a staff of 4 managers and indirect

staff of 369 associates. My participative management style contributed to

an improvement in morale and empowerment of managers that resulted in a

motivated team of high performing individuals.

. Responsible for planning, design and recommending site location for a new

530K + sq ft distribution center in the mid-Atlantic region for a major

US retailer. Working extensively with Real Estate, Engineering, and

Customer Executives to spearhead this project which became operational in

April 2009. I now responsible for this facility as well as those in the

Boston area.

. Converted operations of all sectors to service customer retail locations

on a seven day basis with perishable commodities on JIT program. Prior

service was either on a five or six day schedule.

. Direct re responsibility for a logistics fleet of over 350 Company

Drivers and Owner Operators that service store locations from New England

thru North Carolina. There are three dispatch points on the east coast

making over 1500 deliveries per week. Extensive backhaul program that

returned dry and refrigerated products to various locations in the New

England area.

. Provide production services in packaging, weighing and labeling of over

7M lbs of cheese and 3M packages of produce annually. This value added

service enhances the private label offering of our customer. The

Production operations are fully compliant with all FDA, USDA, HACCP State

and Local regulations.

. Strengthen customer relationship by open communication, partnership and

focus on detailed service objectives

. Installed customized WMS with voice recognition capabilities

. Managed container receipts of foreign vendors contracted to Trader Joe's

Associated Grocers of New England

2003-2005

Vice President Logistics

My responsibility was to provide cost effective operation warehousing and

dedicated fleet of a regional grocery cooperative serving over 450 members

and customers. Annual sales of over $250 million with delivery points in a

seven state region

. Developed effective cost and KPI reporting to ensure that accurate

information was tracked and available to identify and implement

continuous improvement practices.

. Identified short and long term strategic objectives for cost savings and

recommended areas for overall service improvements.

. Successfully managed system changes that introduced Voice Selection for

the distribution facility

. Responsible for site selection and design for a new facility with

expansion to handle future growth of volume and membership. The cost of

this new build would $38M and would replace a 50 year old facility.

. Optimized routing and drivers to maximize customer on-time delivery

while at the same time reducing annual miles

. Managed relations with the employees and the Teamster Union that

represented them

CS Integrated LLC (CSI)

Director of New Business Development -Dedicated Logistics

1997 - 2002

Responsible for managing all aspects of large account customer's relations

and project management. Developed a strategy to introduce a non-asset

based division to CSI and enhance the service offering to our customers.

. Identify and analysis possible outsourcing opportunities. Develop

relationships with industry executives and leveraged those to introduce

CSI abilities and advantages

. Explore dedicated opportunities with potential customers. Prepare and

deliver proposals and strategies that deliver long term value.

. Successful transition of four distribution locations to CSI. Managed the

transition of these businesses with in excess of 2000 employees and added

2.7 million sq. ft. of distribution space to the network

. Managed the design, construction and startup of a 389,000 sq ft multi

temp DC with over 500 employees

. Developed employee programs, strategies and incentive programs that meet

or exceed CSI's objectives for employee retention and employee

satisfaction.

. Successfully added contract business which added over $200M in revenue

to CSI

Enterprise Refrigerated Services (Division of CSI)

General Manager

1993 - 1997

Operations Manager

1989 - 1993

Responsible for managing all aspects of operations for a 140,000 SF

Frozen Food distribution center with a 138-person staff and an $11.4

million budget. P&L responsibilities for the Division.

. Processed 18 million units annually while managing 5,200 SKUs to

supply appropriate product to over 185 Shop-Rite Supermarkets in a 5

state region.

. Developed operating budget for this division based on detailed

forecasts and effectively managed the division as to exceed EBIDA

expectations annually.

. Reduced Distribution Center expenses by more than $1.5 million by

introducing an enhanced employee work schedule plan while maintaining

productivity levels, service quality, and inventory accuracy.

. Designed an employee incentive program that resulted in a 38% increase

in total throughput.

. Selected and implemented a warehouse management software system (EXE),

trained users, and developed procedures to integrate the computerized

system.

AMA Leasing of New Jersey, Inc

1986 - 1989

Operations Manager

Directed all aspects of warehousing and transportation for a third-party

company specifically formed to handle Pathmark's distribution requirements.

. Managed all aspects of a 425,000 sq.ft. Grocery distribution center

including a dedicated transportation fleet serving over 190 Path mark

supermarkets.

. Annual shipments of over 36 million units per year.

. Staffing of 240 warehouse employees and a driver fleet of 75.

. This position was responsible for working with the Business Agent

relative to all employee issues.

. Direct reports included three Shift managers, HR manager, Accounting

manager and Facility Maintenance manager.

Education - BS in Business Management

Fairleigh Dickerson University

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