Customer Service Manager

Michael West

**** ***** ***** ***** ****: 904-***-****

Orange Park, FL 32003 ********@*********.*** Cell: 423-***-****

SUMMARY OF QUALIFICATION

Experienced Logistics/Plant Manager with in-depth knowledge of manufacturing and distribution

operations. Demonstrated accomplishments in operations management, implemented process

improvements with a strong focus on quality. Proven track record of managing a team of 100+

warehouse and manufacturing personnel in a fast pace environment. Motivated employees to

increase production and reduce waste for optimum productivity.

PROFESSIONAL EXPERIENCE

NASHUA LABEL COMPANY 1994-2008

A division of Nashua Corporation with manufacturing locations in Florida, Tennessee and

Nebraska with sales of $130 million annually the Nashua Label division is a manufacturer of

pressure sensitive labels, pharmacy labels, retail shelf labels as well as entertainment tickets. The

customer base consists of several top companies including Federal Express, Wal-Mart, AMC

Theaters, and Target.

Plant Manager 2005-2008 Jacksonville, FL

Post Press Manufacturing and Logistics Manager 1996-2005 Jefferson City, TN

Shipping Manager 1994-1996 Jefferson City, TN

Plant Startup/ Relocation

Relocated the Tennessee plant to a new site without interruption of service to the customer.

This included all production equipment and warehouse inventory. The new plant was double

in size.(1996)

Promoted to Plant Manager at the acquired plant in Saint Augustine, Florida, with the goal to

increase production, reduce waste and add new product lines. (2005)

Merged Saint Louis Missouri and Saint Augustine, Florida plant into a new

production/distribution facility in Jacksonville, Florida. Production was moved to Saint

Augustine as Saint Louis was moved with on time shipments of 98% so there was no

interruption to the customer. (2006)

Process Improvements

Increased production by 35% without additional equipment or resources. This involved using

the six sigma and lean manufacturing approach.

Reduced waste by 5% over the course of a year a savings of over $500 thousand.

Scheduled all areas of the production floor so that press jobs using the same die and/or colors

could be coordinated.

Implemented reward program for operators who achieved a productivity goal.

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Supply Chain Management

Purchased materials using planned order list generated by MXP system to insure just in time

delivery.

Implemented inventory control measures, which reduced physical inventories to once a year

with a variance of less than 1 percent.

Used historical data to establish a quick ship program to reduce the lead time from 5 days to

24 hours on several of the most popular SKU’s.

Experienced in import and export shipments and the documentation required to have the

shipment processed through customs without any delay.

Provided exceptional leadership for a team of 100+ warehouse and manufacturing personnel

in a fast paced environment.

Member of corporate logistics council which has the responsibility to negotiate rates with

Truck Load and Less than Truck Load Carriers.

Quality Assurance and Customer Service

Created a quality program where the operators would pull samples to check for color

consistently every fifteen minutes.

Held weekly meeting to discuss the 5S program and any quality issues.

Established procedures where all jobs had to be signed off prior to production.

Retained all samples for repeat order match or quality issue.

Account Management

Effectively maintained strong customer service relationship with division’s largest customer

making sure all orders were delivered on time from all plant locations.

Received calls from account managers and customers when needing an expedited shipment.

Responded to customer same day or next day at the latest with resolution.

Processed all orders with a 99.3% on time shipment.

Safety Initiatives

Implemented Safety Committee at the Jacksonville, Florida location.

Maintained monthly reports for plant inspections.

Installed additional guards on press equipment.

Trained and certified all lift truck operators.

Rewarded employees for no lost time accident yearly. As of 12/31/2008 the plant had been

accident free for over 800 days.

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WALLACE HARDWARE 1986-1994

A distributor for Pro Hardware stores serving several states in the eastern United States. Wallace

Hardware has been in operation for over 75 years and has grown to have sales in excess of $100

million dollars.

Shipping Manager 1991-1996

Warehouse Lead 1986- 1991

Customer Service/ Productivity

Consistently led the organization in productivity numbers and low error rates.

Leader in the layout of additional warehouse space.

Worked with customers and vendors during by-annual hardware shows. Helping with set-up

and break down as well as taking care of any customer needs.

Distribution

Trained and mentored shipping personnel in loading customer’s orders.

Shipped all UPS, Fed Ex and Less than Truck Load shipments.

Scheduled all government orders making sure they were all labeled with the correct

information.

Scheduled and routed all outbound loads via company truck or other method.

Increased productivity of the warehouse operation, using reward program, which greatly

reduced the overtime needs.

EDUCATION

Tusculum College- Greeneville, Tennessee

Bachelor of Science in Business Administration, 2004

Magna Cum Laude

AWARDS AND RECOGNITION

Recognized for outstanding job performance as logistics manager. (2001)

Received Star Award for performance in handling customers needs (2002)

Received Star Award for the success of the inventory program (2004)

PROFESSIONAL DEVELOPMENT

How to Motivate, Manage and Lead a Team

Conflict Resolution and Confrontation Skills

Leadership Development

Supervisor Training

DOT Hazard Materials in Transportation

TECHNOLOGY

Proficient in Word, Excel, Power Point, Lotus Notes, Outlook, and MXP/MRP software.

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