Manager Customer Service
Resume:
KEN MURRAY
Chambersburg, PA *7202
*************@*******.***
SUMMARY
Senior Distribution Manager with extensive operations and logistics
experience. Proven success in facility startups, turn-around efficiencies,
and business expansion. A strategic leader focused on quality control and
cost effective continuous improvement. Expertise includes:
Management & Team Building Expense Control & Cost Reduction
Start-Ups, Turnarounds, Relocations, Continuous Improvement & Quality
& 3PL
KIVA Robotics System experience Customer Service
PROFESSIONAL EXPERIENCE
Home Depot Rapid Deployment Center, Winchester, Va
May 2008 to Jan 2010 Assistant General Manager
. Responsible for all outbound shipments for this 500,000 SF facility.
. 186 hourly associates over two shifts.
. Key team member for start-up operation of this new RDC May 2008.
. Estimated $750M will flow though this RDC in 2009 supporting 112 HD
stores.
. Work closely with HR to increase associate satisfaction and to be
employer of choice.
. Ship 50-60,000 cartons to stores daily.
. Work closely with Asset Protection and Safety Team to develop a culture
of security and safety.
STAPLES NORTH AMERICAN DELIVERY, Chambersburg, PA July 2007
to Dec 2007
Operations Manager
. Responsible for first shift operation of this 650,000 SF Fulfillment-
Distribution Center.
. Five direct reports, 125 hourly associates. Temporary workforce as
needed.
. Shipped 30-40,000 cartons daily to businesses, e-commerce, and catalog
customers via UPS and Contract Carrier.
. Managed dual pick-pack systems. KIVA Robotic system and traditional Flow
rack.
. RF full case picking and put away.
. Worked closely with HR to reduce injury rate, turnover, and increase
associate satisfaction.
INGRAM BOOK COMPANY, Lavergne, TN
1999 to 2006 VP Operations-General Manager,
Chambersburg, PA (2002-2006)
Directed the startup and ongoing operations for a 665,000 square foot
Distribution Center, consolidating operations from two other locations.
Over 400 employees, with $11M yearly payroll and a $17M budget. Direct
reports included managers in local IT, Accounting, Facilities, and HR.
. Created the company's top performing Distribution Center within the
first two years of operation. Defined the Center's strategies
for operational efficiencies, productivity measures and quality
standards. This facility has the highest productivity and lowest CPU
shipped nationally.
. Directed four business units within this warehouse: Ingram Books, Ingram
Periodicals, National Return Center and Freight Consolidation. Freight
consolidation accounted for 87M pounds.
. Played key role establishing Ingram Publishers Services as a 3rd party
logistics operation. Accountable for 90% of the company's business in
this new division.
. For book division, oversaw inventory of 10M books and 140,000 SKUs at
value of approximately $50M. In 2005, processed 57M units including
775,000 to consumer direct businesses (Amazon, Buy.com, etc.). Total book
and periodical sales were $350M.
. Automation included PKMS Warehouse Management System, RF Picking and
Stock Locator Systems.
. Promoted strong HR practices, including coaching and training for all
staff.
Director of Operations, East Windsor, CT (1999-2002)
Managed the 2-shift operation of a 350,000 square foot book Distribution
Center.
. Developed and implemented new productivity and quality standards.
Worked closely with managers to upgrade staff and manage out performance
problems.
. Led significant turnaround, transitioning Center to top productivity
producer in the company.
GOLDEN BOOKS PUBLISHING INC, Crawfordsville, IN 1995 to 1999
Director of Distribution Operations (1998-1999); Operations Manager (1995-
1998)
Directed all production areas of this 3-shift 400,000 square foot
Distribution Center. Managed budget and oversaw IT, Accounting,
Engineering, Transportation and HR for facility with sales over $200
million.
. Led ongoing continuous improvement processes, including productivity and
quality standards for all departments. These included automated price
stickering and assortment-kit packing.
. Responsible for the successful consolidation of the Coffeyville, KS
distribution center into the Crawfordsville, IN facility.
. Redesigned picking procedure to a zone pick directly into shipping
carton, resulting in the elimination of the packing department.
SERVICE GRAPHICS INC, Indianapolis, IN 1991 to 1994
Operations Manager
Led all production areas of this 200,000 square foot distribution center,
which served as a 3rd party logistic company for Fortune 500 organizations,
primarily literature and sample products.
. Directed order processing, shipping and receiving for major accounts that
included Eli Lilly, Dow Corporation, Firestone Building Products, among
others.
. Project Leader for the startup and expansion of Eli Lilly's non-
pharmaceutical literature and giveaways' distribution.
. Leader of Total Quality Management Program team.
INTERSTATE DISTRIBUTION INC, Indianapolis, IN & Westbury, NY 1972 to 1991
Operations Manager
Led production areas of this 200,000 square foot Distribution Center with
an annual sales of $150 million in the Health and Beauty Aid,
Pharmaceutical and Fragrance industries.
. Coordinated four Distribution Center relocations.
. Key team member for the design layout of new centralized distribution
center.
. Oversaw relocation from New York to Indianapolis, IN.
. Winner of 1984 Yearly Achievement Award.
. Initially hired while in high school, quickly moving into supervisory and
leadership roles.
EDUCATION, TRAINING, and TECHNICAL
SKILLS
Indiana Institute of Technology, Indianapolis, IN
Coursework in Management
Ingram: Leadership Excellence Program for Senior Management, 2006
Attended company-sponsored courses throughout career, focused on Quality,
OSHA, Six Sigma, etc.
Manhattan WMS Warehouse Management System, RF Picking-Put Away, KIVA
Robotic System
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