Customer Service Manager

Stephen G. Hernandez

**** ******** . *******, ***** *****

Home # 713-***-****

Cell# 713-***-****

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

Distribution Profile

Seasoned Professional with over 16 years of successful operations

management experience in distribution / warehouse environments; Experienced

in the planning, development, modification of DC as well as startups and

overall direction of the DC P & L, Budget Forecasting, Development and

Tracking; HR, Training; Receiving and Shipping Reconciliation in order to

ensure Corp. and customer satisfaction. Working knowledge of Radio

Frequency (RF) and Automated Warehouse Management Systems (WMS) and storage

techniques; Kaizen & 5 S discipline, Microsoft Office, Word, Excel, Lotus

Notes, Outlook, PowerPoint; Strong interpersonal and Communication skills;

Time Management, Team Player and Working Manager when required

Areas of Knowledge and Expertise

. Direction, Planning and Guidance of DC's . DC Startup and Space

Utilization . Quality / Inventory Control . KPI Development, Tracking,

Recordkeeping and Reporting . Team Building and Development

. Procurement and Vendor Relations . Traffic Management / TL /LTL /

Contract . Training, Coaching and Mentoring . Continuous Process

Improvements . Forward and Reverse Logistics . Customer Focus

Professional Experience

MEMC, Inc. May'08 - Present

Pasadena Texas

Warehouse / Stores Manager

Responsible for the overall direction of the stores warehouse within the

manufacturing plant and insuring all material used in the manufacturing of

product is properly received, pulled and issued in a timely manner. In

addition, insuring inventory accuracy, KPI's, allocations of resources are

within company objectives and goals.

Key Accomplishments:

. Created and Implemented a Cycle Count program that has resulted in an

inventory accuracy improvement from 45% to 86.5% within 8 months, to

96.% with one year., to 98% in 24 months

. Created and Implemented Reservations process that has resulted in a

98% fill rate on initial pull.

. Created new work schedule that has reduce the amount of OT by 30% and

increased coverage to maximize hours available of current warehouse

personnel

. Created new stocking locations and realigned current locations to

maximize warehouse utilization which resulted in faster response time

in filling reservation as well put-a-way of goods received.

. Created new receiving procedures which resulted in decreased POD

request from AP and Vendors as well as achieving receiving audit

scores.

. Implemented and completed 6S project in the warehosue

. Created and accomplished a "Kaizen" project which resulted in

increase storage capacity

Resources Global Professional, Dec '06- March '08

Houston Texas

Supply Chain / Logistics Consultant

Providing consulting work as representative for RGP for various contract

positions in regards to inventory, logistics, supply chain, cycle counts.

Gulf States Toyota, May 2006 - April 2007

Parts Distribution Center, San Felipe, Texas 77543

Operations Manager

Responsible for a team of 40 associates working in the Inbound, Stocking,

Inventory, Maintenance and VPC departments of a 310,000 sq/ft automotive

parts distribution center as well establishing KPI's for the areas to

achieve maximum productivity. Coordinated with Toyota North America in the

delivery and carrier selection of automotive part shipments from Ontario CA

and Hebron KY distribution centers as well Vendors shipments. Responsible

for $8.7 M budget ($17M total Budget) as well as 10 direct reports.

Position ended due to reorganization at the PDC and tenure with the

company.

Stephen G. Hernandez

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Key Accomplishments:

. Created an Inventory Team and a Swing Team than allowed use to

align resources more effective to balance the inbound and outbound

work loads and Increased daily order filtrates from 93% to 96%

. Created Receiving Report Card and Established new receiving

procedures that resulted in improved Container Processing Goals

from 4.5 days to 1.86 days (1st scan to last put-a-way)

. Established Weekly, Monthly, Yearly KPI's spreadsheets to track

performance of the Receiving, VPC, and Inventory Teams.

UTI Integrated Logistics, January 2005 - April 2006

Baytown, TX 77520

Functional Operations Manager

Responsible for a 3PL operation of a 2 million sq ft Import Distribution

Center (Wal-Mart)

Direct staff supervision of 5 Area Managers (2 Ship/ 2 Rec), 10

Supervisors, and up to 175 associates. Ensure daily Import receiving and

domestic shipping of over 100,000 combined cases of consumer goods.

Coached, trained and motivated the Area Managers, Supervisors and

Associates daily in order to maximize productivity goals as well as

provided leadership in unloading containers, loading trailers, picking

orders...etc. In April, accepted the position at Gulf States Toyota.

Key Accomplishment:

. Successful start up of 4 million sq ft facility (2 Bldgs) from

associate hiring, training, to daily operations of receiving and

shipping of Import goods.

. Supervised the certification of all MHE requirements for over

200 hundred associates

Hagemeyer North America, June 2000- April 2004

Regional Distribution Center Manager

Reno, NV

Responsible for the daily operation of the 60,000 sq/ft RDC including: P&L

($1M), Budgeting, Procurement, Staffing, Training, HR, Order Fulfillment

(Case & Pick/Pack), Receiving, Cycle Count, Put-a-way, Shipping, Traffic

Management LTL / TL. Providing assistance in the receiving, shipping, and

stocking of the daily order fulfillment of a pick/pack environment.

In addition, responsible for the stock transfers / order fulfillment of

10smaller warehouses and over 20 site specific (co-op) locations; Reporting

and reviewing daily productivity goals to ensure satisfactory results,

Safety, Security and Maintenance of the RDC.

Key Accomplishments:

. Implemented Kaizen, Lean Process amd 6S improvements that resulted in

reduced receiving time, reduced picking time and increased order

fulfillment accuracy.

. Coached,Trained, and Motivated Supervisors and associates to achieve

maximum productivity

. Implemented Cycle Count Measures which resulted in 99.37% inventory

accuracy for 2002, a 98.3% accuracy for 2003 and 99.9 % accuracy

for 2004

. Implemented new shipping and receiving procedures that resulted in

96.77% shipping accuracy for 2001, 99.87% accuracy for 2002, and a

99.9% accuracy for 2003 & 2004

. Developed LTL shipping matrix and negotiated contract carrier service

to provide better and cost effective local delivery service via owner

operators.

. Compiled and reported daily, weekly, monthly KPI's measuring lines

shipped / mhr, lines received / mhr, inventory accuracy, and cycle

count performance, etc and achieving higher KPI's than Corp. Goals for

2001, 2002, 2003 & 2004

Merisel, Inc., Houston, Texas, January 1999- March 2000

Operations Manager- Compaq Co-locations Distribution Center

Responsible for the overall operations of a DC: Receiving, Shipping,

Inventory Control, Traffic, Quality Assurance, Staffing, Training, Payroll,

HR and Budgeting and Procurement. Complete P&L responsibility of $1.5M for

of the DC and attaining financial goals requested by corporate. Daily

interaction with Corporate office, Sales Management Customer Service, and

MIS department, reporting to the VP of N. A. Operations. Position ended

due to closure of the facility due to Corporate Financial dilemma.

Key Accomplishments:

. Planned the layout, design, hiring, and coordinated all of the start-

up activities of a new distribution center and custom configuration

site and eventually the closure of the distribution center due to

company consolidation

. Coordinated the 3rd Party Logistics (3PL) Distribution of

Shopping.com's computer promotion

Stephen G. Hernandez

Page 3

Merisel - cont,.

. ISO 9001 Development and implementation as well as maintaining daily

reports and logs to ensure compliance

. Accountable of a 1999 shipping accuracy rate of over 99.99%,

ensuring high accountability of customers orders and customer service

expectations.

Kent Electronics, Houston, Texas: March 1998- January 1999

Distribution Center Supervisor

Complete responsible for the 2nd shift of the 80,000 sq/ft DC as well as

the coordination of a new 250,000 sq/ft Distribution Center. Supervision of

60 associates and ensuring the completion of the daily receipts as well as

the daily order fulfillment of over 1500+ customer orders in a pick and

pack environment.

Key Accomplishment:

. Implemented new productivity improvements which resulted increased

productivity while reducing total man hours . Reduced the total DC

operating hrs which resulted in improved corp. and customer satisfaction .

Coordinated the startup of a new Distribution Center

Dreyer's Grand Ice Cream, TXOC Houston, Texas March 1996- July 1997

Material Supply Team

. Coordinated receiving and shipping of all materials used in the

production of ice cream

. Calculated, modified, changed and forecasted materials for productions

runs in order to maximize production runs while reducing waste

. Responsible for facility safety procedures and OSHA forklift

certification

. Implemented proper shipping and receiving procedures to maintain FIFO

system

. Trained all new associates on company procedures and warehouse

procedures

U.S. House of Representatives, Texas 29th District, January 1993 - February

1996

Office Manager- Houston

Oversee daily operation of the district office. Daily interaction with the

public and providing daily customer service . Resolve constituent issues

and provided assistance with Federal agencies

Del Rey Chemical, Inc. Houston, Texas May1982- September 1993

Operations Manager

Complete P & L and overall operations of 3 warehouses distributing

various products to the food and beverage, chemical, janitorial, government

and industrial markets.

. Complete P&L of the distribution center with an operating budget of

$2.5M

. Developed LTL / TL matrix to maximize trailer utilization

. Development and maintained shipping and receiving procedures to insure

KPI's were achieved

. Implemented J1T ordering system to improve contract material stock

levels and replenishments

. HR, Payroll, AP, AR and OSHA responsibilities

. Security, Safety and Maintenance of the Distribution Center

Computer System Experience

SAP, Manhattan, PKMS, DC Wizard, Vista, Control, MILES (enhanced WMS), WMS

based systems, Shop floor Control, PRISM, MAPIX, DISCOVERY

Education-

University of Houston

Bachelor of Administration

Supply Chain Management

Graduation - Fall 2011

References Gladly Provided upon Request

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