Customer Service Manager
Resume:
WILLIAM A. SHAW
Newnan,GA
****.*.****@*****.***
SUMMARY
Senior leader with over 20 years of experience in the wholesale and retail apparel industry. Valued by executive
management for skill to effectively mediate, analyze and overcome operational issues. Recognized by the CEO,
COO and other members of the organization as the “go-to person” for recommendations based on extensive
understanding of the company’s operations.
PROFESSIONAL EXPERIENCE
Carter’s, Inc., Atlanta, GA 1972-2010
Carter's, Inc. is the largest branded marketer in the United States of apparel and related products exclusively for
babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most
recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and
specialty retailers domestically and internationally.
Vice President, Customer Service (2003-2010)
Reported to the COO. Managed team of 35, to include 3 Directors. Managed all aspects of Customer Service staff
and order management system for wholesale customers, Oshkosh and Carter Retail Stores, Mass Channel
Customers (Wal-Mart; Target; Sam Club; Costco). Focused on continuous systems and process improvements and
staff development.
• Developed and maintained a collaborative environment for meeting customer logistical requirements.
• Insured monthly revenue goals were met. Monthly revenue across all channels exceeded $100 million
during peak periods.
• Participated in presentations and led discussions for customer service metrics and discussed cross
functional issues in weekly operations meeting of key business staff members, including senior executives.
• Insured the integrity of the customer order file and its interfaces with 27 different systems. The order file
value exceeded $600 million dollars of current and future bookings at peak time periods
• Oversaw and reported critical business metrics (bookings, cancellations, projected revenue and product
shipments) to key management members.
• Participated in regular review and management of inventory.
• Skilled at communicating business requirements to Information Technology staff and vice versa.
• Extensive experience working with external and internal customers building excellent relationships with all
levels of staff members.
• Conducted effective and concise presentations to peers and executive staff.
• Coordinated product shipments to all customers with Distribution team maximizing shipments.
• Mentored Customer service Directors with emphasis on development of communication, delegation and
staff development skills.
• Collaborated on project to close antiquated distribution center with savings of $7.0 million dollars per year.
• Collaborated on project to reduce product development and inventory delivery times by 15%.
• Data warehouse selection and implementation. Co-managed with CIO to design new office, work with
contractors and move to an 8,000 square foot facility.
• Developed and implemented customer specific inventory packing and tracking systems.
Key Accomplishments:
• Managed implementation and continuous improvement of real time order management and inventory
allocation system.
• Led multi-faceted project to consolidate Wisconsin based Oshkosh Customer Service staff and systems with
Carter’s staff and systems after completion of Oshkosh acquisition in 2005 resulting in savings of
$ 3.0 million annually.
• Improved on time delivery rates from 90% to 95% and order fill rate from 92% to 97% of customer orders
through better management of inventories.
• Reduced at least 10% of customer chargebacks which resulted in improved earnings of $500,000 in first
year by creating a disciplined process to adhere to customer shipping policies.
• Created an environment within the Customer Service organization for directors, managers and supervisors
to provide the staff with ongoing training, improved communications skills, problem solving and improving
self-confidence.
Director, Customer Service (1991-2003)
Manager, Customer Service (1989-1991)
Manager, Accounts Receivable (1985-1989)
Assistant Manager, Accounts Receivable (1982-1985)
Various Titles of Progression (1972-2010)
EDUCATION and AFFILIATIONS
AS, Accounting, Dean College, Franklin, MA
Member of VICS (Voluntary Interindustry Commerce Solutions) Organization floor ready merchandise committee;
including hanger and RFID sub-committees.
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