Customer Service Manager

David K. Griffith

**** ******** ****** ****** **. Cloud, FL 34772

407-***-**** *******@*****.***

OPERATIONS MANAGEMENT ~ WAREHOUSE / DISTRIBUTION CENTER

~ Over 20 years of success driving quality production, customer service,

safety, and revenue ~

Exceptional leader and motivator with a hands-on management style. Maintain

high visibility at all levels of operation to achieve phenomenal results.

Adept in all facets of Product/Project Management, Staff Training and

Development, Customer Service, Budget Management, Warehouse, Logistics and

Delivery, and Inventory Management. Consistent track record of leading

people, projects, and resources to meet desired outcomes. Work well with

people at all levels. High degree of enthusiasm and commitment to

outstanding customer service. Established reputation for quality,

satisfaction, and results as demonstrated through continuously enhancing

the bottom line.

Proven areas of expertise include:

( Operations Management ( P&L Management (

Project Management

( Team Building & Leading ( Staff Management (

Relationship Management

( Quality Control ( Operational Streamlining

( Human Resources

( Safety Initiatives ( Process Improvement

( Regulatory Compliance

( Budget Administration ( Cost Controls / Revenue Growth

( Customer Retention

CAREER HIGHLIGHTS:

? Successfully managed operations that generated up to $150M in revenue

with $500M in products, $94M in inventory, and 200+ retail

establishments throughout Southeast U.S. and Puerto Rico.

? Excel in training, motivating, and leading staff at all levels to

include Operations Managers, Field Services Supervisors, Pre-

Load/Unload, Driving, Warehouse, and Administrative personnel.

? Maintain a continuous focus on optimum customer service, on-the-job

safety, and problem resolution and consistently recognized for

exemplary leadership skills with top performance ratings.

PROFESSIONAL EXPERIENCE

Mitsui Bussan Logistics, Orlando, FL (2007 - Present)

Combined Distribution Center Manager

Manage staff of Administrative Assistants, Operations Manager, System

Administrator, Supervisors, Drivers, and Warehouse personnel with a total

of 76 direct reports. Provide operational oversight for the Orlando

facility servicing inbound/outbound deliveries of over 2,000 SKU's nightly

to 236 "7-11" store locations throughout the state with annual revenue of

$4.8M. Accountable for P&L, Invoicing, Budgeting, and Business Financials.

Source and secure cost effective methods to meet needs of business and

streamline processes/procedures for quality production. Create, apply, and

administer HR plans/programs and ensure compliance with OSHA, DOT, and

HACCP specifications.

Notable Accomplishments:

. Decreased routes from 26 to 22 within 3-year period through optimum

usage of driver schedules and change from 5x8 hour shifts to 4x10 hour

shifts while increasing number of stops on each route for timely and

safe delivery. Increased cost savings to customer's overall budget by

$327K annually.

. Lowered $4.8M budget by 6.5% ($312K) through line-by-line evaluations

of budget that incorporated alternatives for additional expense

reduction and resulted in $312K saved in 2009.

. Reduced warehouse hours from 1,800 to 1,400 through creation,

implementation, and management of multiple productivity measurements.

. Utilized Japanese techniques with 5S and visualization processes for

warehouse that greatly improved morale and productivity.

. Created and implemented Driver and Warehouse Safety Teams that

promoted individual accountability and teamwork.

. Re-established Charitable giving program to Second Harvest via nightly

pick-up of sandwiches from stores to feed those in need that promoted

name and benefited local community.

David K. Griffith

Page Two

Pier 1 Imports, Savannah, GA (2004 - 2007)

Distribution Center Supervisor

Managed direct report staff of 15 with additional 45 in Order Filling for

all facets of loading/shipping, order fulfillment, and inventory

replenishment within an 800,000 sq. ft. facility that serviced Pier1 Retail

Stores throughout the Southeast. Created, applied, and administered Quality

Assurance Program. Trained newly hired staff in all procedures/protocol and

conducted daily forecasting for staff assignments in all areas.

Notable Accomplishments:

. Effectively allocated and de-allocated replenishment and inventory for

store priority in Warehouse Management System (AS400) with total SKU's

in excess of 5,000.

. Recognized by management for outstanding safety performance record.

. Designated as Quality Audit Manager and conducted daily Quality Audits

and weekly meetings with Quality Associates for uniformity and

consistency of operation at all levels.

. Assumed role of Acting Transportation Manager during a regular staff

leave with accountability for routing of 200+ stores daily for

appointed carrier.

Columbia House, Terre Haute, IN (2002 - 2004)

Distribution Supervisor

Managed daily operations with staff of 60 union workers in Fulfillment

Department that included manual and A Frame picking and packing, stocking,

and mechanical employees. Created and applied productivity measurements,

prepared and assigned work schedules, and administered disciplinary

actions.

Notable Accomplishments:

. Decreased invoice/product picking cycle time from 5 to 2 days through

productivity measure implementation program that enhanced operations

and morale.

. Trained/mentored staff and made assignment adjustments as necessary to

meet daily needs of operation within manual picking, stocking, and A

frame areas.

. Documented SOP's and adjusted pick flow for optimum flow and greater

work efficiency.

Foodliner, Lafayette, IN (2001 - 2002)

Driver Manager

Scheduled and dispatched pickups and deliveries out of the Lafayette

Terminal for routes throughout the Eastern U.S. with staff of 23 company

drivers and 17 owner operators. Applied company policies/procedures and

ensured all vehicle/equipment maintenance and servicing functions were

completed. Communicated frequently with other terminals and acquired back

haul opportunities for optimum running of trucks at 100% per road mile.

Notable Accomplishments:

. Increased back haul revenue 30% through identification of back haul

opportunities that resulted in additional $26K annually.

. Improved customer satisfaction level through consistent communications

and awareness while responding to and resolving issues in a timely

fashion.

EARLY CAREER as a Field Services Supervisor, Airborne Express and

Operations Supervisor, FDX Companies.

EDUCATION

Bachelor of Science, Supervision

Purdue University at Indianapolis, IN

Human Resources Management Certificate, Minor

Purdue University at Indianapolis, IN

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