Customer Service Manager

CHAD R. FIELDING

**** ***** ***** •SYLVANIA, OHIO

***** • PHONE 419-***-****

E-MAIL abnlb3@r.postjobfree.com

EDUCATION

**** ********** ** ****** ******, Ohio

• B.S., Business Administration

• Graduated with a Major in Operations Management and a Minor in Professional Sales.

• Earned Dean’s List Honors in 2004 and 2005.

2003 University of Toledo Toledo, Ohio

• Associate of Arts, University College

E XPERIENCE

2007- 2009 Ace Hardware Perrysburg, OH

Operations Manager

• Responsible for supply chain activities of the Distribution Department, with primary focus

on outbound functions within a 400,000 square foot Retail Support Center servicing 350

retail locations.

• Accountable for building and developing relationships with retail location owners to

respond, address, and resolve any distribution or customer service issues promptly.

• Specifically responsible for Order Fill and Shipping segments maintaining Just-in-Time

inventory method within a union environment. We exceeded all goals set forth for these

departments by a large margin.

• Responsible for the planning and tracking of a 3.2 million dollar annual budget for the

distribution department. In 2008 we were able to save the department over $300,000 while

also increasing productivity significantly.

• Participated in the hiring, training and developing, as well as termination of all material

handlers including attending all union grievance hearings and arbitrations.

• Conducted annual reviews, determined merit pay increases and also development plans for

the future of all exempt supervisors and non-exempt employees.

• Interacted with vendors as well as potential vendors, to include receiving and evaluating

bids, negotiating contracts and pricing, and making final selections.

• In charge of implementing and managing the Quality Program intended to reduce

warehouse movement dollars and increase inventory integrity. Inventory movement was

decreased by over 57% vs. 2008.

• Worked closely with all other departments to implement changes and insure those changes

are correctly monitored in order to insure continuous process improvements and increased

bottom line profitability.

1989–2007 United Parcel Service Maumee, OH

Operations Manager (2005-2007)

• Directly managed eight supervisors and sixty hourly union employees including their

safety, service, quality and production goals through a Total Quality Management style of

leadership.

• Responsibilities included interviewing, hiring, enforcing progressive discipline and

termination of employees. Communicated effectively to convey the importance of the

day’s goals and motivate the team to achieve them. I was responsible for developing

supervisory candidates as well as maintaining on-going training and certification of

employees including all safety compliance.

• Maintained partnerships with the Training Department, Human Resources, Industrial

Engineering, Technical Support Group, Plant Engineering Department, Loss Prevention

Department and Union Management to facilitate successful daily operations and strived for

continuous improvement. I was a member of multiple cross functional teams within the

company.

• Worked closely with the Business Development Team to make sales between local

companies and UPS for long term accounts and relationships.

• Implemented corporate business objectives to ensure quality of service and customer

satisfaction.

• Performed annual reviews and determined merit increases based on achievement of

performance goals.

• Facilitated company meetings that included all levels of management.

Simulator (Dispatch Specialist) (2004-2005)

• Was responsible for designing daily plans for the shift which included compiling load

schedules, volume plans, establishing process rates, scheduling shift start and end times,

required daily staffing numbers and drop ship allocations. Tracked production throughout

the shift to monitor daily progress and make adjustments if necessary.

• Manipulated and became proficient at numerous computer applications in order to develop

various production schedules on a daily, weekly and seasonal basis.

• Established contacts through networking outside of UPS with companies including Dell and

QVC in order to insure successful supply chain flow(s).

• Ranked as #1 Simulator in Toledo for 14 continuous months as well as consistently in the

top 50 nationally.

• Responsible for creating, executing and managing contingency and breakdown plans.

Production Supervisor (2001-2004)

• Responsibilities included managing the unload areas, the sort isles, the irregular function,

and the loading areas of the operation.

• Responsible for training new employees as well as testing them weekly on their knowledge.

I kept all attendance and safety records in compliance with OSHA guidelines.

• Substituted for my direct managers and oversaw all responsibilities including conducting

meetings, staffing, ensuring compliance, and completing payroll during times of vacation or

other absence.

• Experience in managing cross-docking functions for customers.

ACHIEVEMENTS/SKILLS

• Member of the Ace Corporate WMS/SAP Implementation Committee to collaborate in the

final design of the system.

• Member of the Ace Toledo Retail Support Center Safety Committee, working with my

team members to investigate accidents and their root causes to develop corrective action

plans adhering to OSHA standards.

• UPS – Toledo Hub was ranked #1 in the nation in the years of 2001, ‘02, ‘03, ‘05 and ‘06.

• Experience working with strong unions to facilitate change and make continuous

improvements in communication and teamwork.

• UPS Hub School Instructor 2005-2007.

• Computer skills include proficiency in MS Office, AS-400, TPX, and JD Edwards.

• Very analytical and goal oriented with strong working knowledge of modern quality

management tools.

• Member of APICS

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