Customer Service Manager

Juan Salinas

Valencia, CA ***** 661-***-**** *********@*****.***

HIGHLIGHTS OF QUALIFICATIONS

• Over 10 years of professional experience in logistics, distribution and customer service

• Lean Six Sigma improvement procedures driven to optimize resources in order to achieve high service level at the lowest cost.

• Proven ability to work and lead a multi level management team for complex scope projects.

• Statistical tools knowledge to plan and improve buying quantities, stocking space, and seasonal demand.

• Excellent verbal and written communication skills; Bilingual in English and Spanish

• Proven ability to consistently exceed customer service standards

• Highly organized, with a proven ability to manage multiple tasks in a fast-paced work environment.

• International and domestic regulatory knowledge related to import, export, transportation.

• Computer proficient in both Mac and PC platforms, with experience using Microsoft Word, Excel, Visio, Powerpoint, Project Manager.

KEY ACHIEVEMENTS

• Planned and executed warehouse movement without affecting daily delivery schedule to the stores. (Walmart)

• Led and oversaw lean projects to continuously improve process and reduce waste, engineering logistic. (Scrap, wrapping material, recycling, transportation damage.

(Walmart)

• Developed a planing culture in order to minimize emergencies and maximize customer satisfaction (Demand planning, Seasonal demand, resources planning) (Walmart)

• Outsourced transportation, negotiated rates by distance and contracts. (Walmart)

• Negotiated tire brand dealership for international brans as Carlyle Tires, Alliance Tires, and others. (Tecnillantas)

• Integrated international logistic process with sales area to maximize costumer services level. (Tecnillantas)

PROFESSIONAL EXPERIENCE

Business Owner, San Jose CRC 06/14 – 03/17

Auto Mechanic Workshop

• Oversee daily operation to achieve and meet customer satisfaction.

• Development and manage operating daily budget.

• Interact with customers on an as-needed basis Developed and maintain a close working relationship with key business partners.

• Create and execute additional lean strategies to improve performance and flexibility.

• Responsible for assigning and managing employees to ensure the efficiency, minimizing operational cost and maximizing operational quality,

• Analyze operational performance through direct observation, interpretation of reports and collaboration with others.

• Identify opportunities for improvement of key metrics and executes action plans to achieve results

Walmart, San José, CRC 01/10 – 06/14

Distribution Center, Logistics Manager (452,000 ft2 warehouse, 10,000 picking positions, 120,000 stocking positions)

• Directed distribution center operation to ensure achievement of stores fulfillment (200 stores), in cost, productivity, accuracy, and timeliness objectives.

• Oversaw transportation area, truck mix, consolidation between warehouses.

• Promoted logistics improvement through critical analysis, using methods such Six sigma, Kaizen, 5S and others..

• Oversaw transportation area, truck mix, consolidation between warehouses. Pg 1

Juan Salinas

Valencia, CA 91354 661-***-**** *********@*****.***

• Controlled optimal transportation modes, routing, equipment, or frequency to ensure customer satisfaction (stores) at the lowest possible cost, such as routing, shipping modes, product volumes or mixes, and carriers.

• Maintained metrics, reports, process documentation, customer service logs, training or safety records.

• Directed and coordinate reverse logistic functions for product life cycles, including acquisition, distribution, internal allocation, delivery, recycling, reuse, or final disposal of resources. (Recycle, reuse and safe)

• Integrated logistics with business systems or processes, such as store sales, order management, accounting, transportation, finance, accounting.

• Coordinated with replenishment area, seasonal and/or holiday stocking to maximize store sales at the lowest possible cost. ERP

• Developed risk management programs to ensure continuity of supply in emergency scenarios.

• Oversaw facility maintenance, taking in consideration operations need (operational, safety and legal requirement), agains budget.

Kia, Mazda Automotive Dealer, San José, CRC 01/08– 01/10 Service and Parts Manager

• Developed of Sales, Customer Service, Financial, Economical,Warehouse and Quality Policies

• Developed and supervision of sales goals.

• Developed of financial control (Budget)

• Coordination of Aperture Credit lines with different financial companies.

• Supervised the logistics area (Imports and Exports), direct communication with our suppliers and customer.

• Supervised warehouse operations

• Development of the Quality Assurance 5S program

Tecnillantas (Agriculture and Conventional Tire Seller) 10/04– 01/08 International Logistics and Production Manager

Logistics and Buying Department

• Oversaw operations of the distribution center (Reception, Inventory accuracy, picking and dispatch)

• Oversaw rural and metropolitan distribution.

• Development the 5’s quality program at the warehouse

• Developed and controlled of area budget.

• Coordinated the international purchases maximizing the budget taking in consideration market needs and sales department goals.

• Managed relation with the multiple international suppliers, developing trust based on a strong market developing brand.

• Traveled to different countries to negotiate franchise, prices and order quantities

• Oversaw international imports minimizing cost and transit time. Production Plant

• Developed and control area budget

• Oversaw the operations of the process

• Development of the Quality Assurance ISO 9000-2001 program

• Developed and implementation of production procedures, process manuals and guidelines.

• Development of the 5S quality program

Subaru Dealer 02/00– 10/04

Service and Parts Manager

• Developed and supervised of Sales, Customer Service, Financial, Economical,Warehouse and Quality Policies

• Developed and supervised financial control (Budget) Pg 2

Juan Salinas

Valencia, CA 91354 661-***-**** *********@*****.***

• Oversaw the logistics area (Imports and Exports), direct communication with our supplier.

• Coordination of Aperture Credit lines with different financial companies.

• Developed of Service Subaru Standard.

• Developed of new related business, such as representation of an oil and battery brands

• Development of the Quality Assurance 5S program

OTHER WORK EXPERIENCE

• DHL, Government Warehouse Operations Manager, Custom

• DHL, Procter & Gamble, Warehouse Supervisor

Education

• 2012 Lean sig sigma black belt, Instituto Tecnólogio de Costa Rica

• 2008 Leadership and management, Funpadem

• 2004 Inventory management and control, Funpadem

• 1998 - 2002, Industrial Engineering Bachelors, Fidélitas University Other Skills

• SAP Key User, P&G Warehouse Management System

• Fidélitas University, AutoCad, Layout Designer

• Fidélitas University, Visio Technical, Process Diagram software

• Costa Rican-American Cultural Center, Advance English Program Language

■ Spanish, Level: Native English, Level: Fluently

Pg 3

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