Customer Service Manager

THOMAS F. MULLINS

** ****** ****, **********, ** 01824

PHONE 978-***-****

E-MAIL **************@*******.***

Logistics professional who believes in empowerment, team work and leadership instead of just the word "management" with

expertise in Distribution, Warehouse, Fulfillment, Operations, Transportation, Human Resource, National Retail Supply Chain,

B2B and B2C proficiencies.

Core Competencies

P&L Oversight and Performance - 3PL partner relations/compliance - Process Improvement - Metrics Establishment and

Design (KPI) - Leadership and team building in multi-shift environments - SOP Implementation/Refinement - AS400, WMS

and EDI/ASN technology - Safety committee work environments and scheduled PM for equipment and facilities - Proficient

in Microsoft Office, Excel and Word applications - Contractual negotiations with suppliers (Parcel, LTL, TL and CL) of

transportation - Fleet management, TLSA and routing efficiencies - Full service Distribution Center start-up.

2008 to 2008 Distribution Manager – USA Converge Peabody, MA

Responsible for the leadership, professional development and operational performance of material management, warehousing and

distribution functions for corporate distribution center.

• Accountable for internal and external order requirements to ensure accurate completion.

• Responsible for hiring, training, coaching, evaluation of exempt and non-exempt personnel.

• Responsible for efficiency and determined changes for departmental improvement and effectiveness.

• Accountable for direct full and temporary labor staffing and control of expenditures within limitations of department budget.

• Responsible for service level compliance, metrics and daily interface with both internal and external customers.

• Ensured closed loop process with customer inquiries and issues.

• Responsible for finished goods inventory availability at distribution center for end customer order fulfillment.

• Lead Continuous Improvement and Process Re-design initiatives.

• Increased and exceeded reverse logistics service level compliance.

• Responsible for the development of project/program for new customer process models.

2004 to 2007 Director Distribution/Transportation NorthEast Electrical Distributors Canton MA

Responsible for the leadership, strategic direction and performance of three shift operations, customer service, receiving, fulfillment,

transportation, fleet management, DC administrations, $21M inventory/41K SKU base, P&L, facility maintenance and safety.

• Accountable for $11.8 million P&L operating budget and staffing accountability.

• Accountable for the development and direction of distribution center programs, continuous improvement, development of human

resources, safety, procedures, processes for operating and physical facilities, equipment and products.

• Responsible dedicated carrier selection, routing efficiencies, contractual negotiations with suppliers of transportation to achieve the

best cost and delivery possible.

• Responsible for fleet management, contractual negotiations and strategic alignment of fleet delivery vehicles domiciled across 17

branch locations to support business needs and cost efficiencies.

• Responsible for the contractual negotiations and scheduled preventative maintenance for material handling equipment and facility

to assure safe and efficient operations.

• Participated and made recommendations to P&L relating to Distribution, Transportation/Logistics operations.

• Reduced overtime utilization by 23%.

• Reduced staffing by 11% and eliminated temporary staffing augmentation.

• Increased labor performance by 204% through KPI and continuous improvement methodology.

• Improved workplace safety by implementing equipment training and OSHA certification.

• Improved operational efficiencies and customer service platform through design of a batch grid resulting in controlled

operational flow of order selection, routing and load out processes assuring customer needs, priorities and schedules are met through

managed accountability of resources.

• Improved customer service platform and increased operational efficiencies through implementation of 5 out receiving

schedule allowing for planed efficient flow of product resulting in a 24-hour LOS.

• Improved operational efficiencies through the development of a central manifesting system to encompass DC and Cross-

dock locations resulting in a strategic balance of delivery assets, driver accountability and increased time of day customer service

delivery opportunities.

1997 to 2004 Operations Manager Kmart Corporation Billerica, MA and Fairless Hills, PA

Responsible for the operational performance, best practice strategy and direction of receiving, storage, fulfillment, cross-dock, shipping

and planed merchandise flow for the Distribution Center. Responsible for hiring, coaching, evaluation and leadership of exempt and

non-exempt personnel in three shift operating environment in accordance with established corporate policy and procedure.

• Distribution Center start-up servicing 105 stores in the Northeastern corridor.

• Responsible for and monitored daily transmission of store orders and selection process of fulfillment to ensure LOS with

emphasis on merchandise priorities and product type.

• Coordinated and managed the shipping of conveyable, non-conveyable and cross-dock merchandise to stores in accordance

with daily batch closing times and delivery requirements.

• Responsible for the administration of operational policies and systems within cross functional areas.

• Accountable for assessing and managing continuous improvements, daily departmental key performance indicators and

communication with stores regarding carrier performance and OS&D issues.

• Responsible for the determination of appropriate processes for handling and shipping of product and through put efficiencies.

• Accountable for the coordination of 9 Out-Receiving Schedule with emphasis on merchandising priorities and resource

allocation to control costs and maximize efficiencies.

• Accountable for vendor compliance and carrier service levels.

• Responsible for the put-away strategy, metrics of product (JIT/Flow, BSR, Seasonal) location and integrity of inventory.

• Accountable for cyclical/seasonal changes to accommodate business needs.

• Responsible for the development and implementation of Cross-Dock operations from two (2) RDC points.

• 17.5 million Annual inbound volume.

• 3.7 million Annual cross-dock volume.

• 13.8 million Annual fulfillment volume.

• 17.5 million Annual outbound volume.

• $25 million inventory.

1992 to 1997 Regional Transportation Manager Kmart Corporation Carson, CA

Responsible for all transportation and logistics activity for the Western Regional Distribution Center that affected inbound and

outbound international and domestic TL, LTL, CL and CY movement.

• Accountable for 12-3PL points encompassing California, Arizona, Nevada, Utah, Washington, Idaho, Oregon, Hawaii,

Alaska, Guam and Singapore.

• Responsible for 2 RDC cross-dock logistics points.

• Accountable for inter-model rail head and CY harbor drayage, deconsolidation and demurrage/detention expenditures.

• Responsible for logistics relating to carrier service performance, in/outbound transportation scheduling and expenses.

• Responsible both land and ocean carriers to off-shore points in Alaska, Hawaii, Guam and Singapore.

• Increased and maintained 98.9% carrier on time service level.

• Reduced pier drayage through implementation of SIT program.

• Reduced CY demurrage with the introduction of bonded facility and monitoring ocean in transit movement in collaboration

with international broker.

1990 to 1992 Receiving Manager Kmart Corporation Carson, CA

1987 to 1990 Human Resource Manager Kmart Corporation Carson, CA

Responsible for the administration of corporate policies, procedures, Labor Relations, State and Federal regulations

• Responsible for the adherences to the collective bargaining agreement.

• Responsible for the interpretation of collective bargaining agreement, grievance process and arbitration hearings.

• Responsible for Distribution Center associate training, development, recruitment and placement.

1981 to 1987 Fulfillment Manager Kmart Corporation Carson, CA

1977 to 1981 Shipping Supervisor Kmart Corporation North Bergen, NJ

Education BA Degree - Franklin Pierce University, Rindge, New Hampshire

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