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Customer Service Manager

Cary, Illinois, United States
January 17, 2018

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Mark Balmer

**** ******** *****

Algonquin Il ***02


Extensive experience in Operations/Distribution/Fulfillment/Sales

Proven track record ensuring and supporting

“Total Quality Management”

Ability to manage a budget and execute operations plans to meet expense and company goals

Experience with financial controls and the analytical skills needed to understand and manage these goals


Operations/FC Manager/Distribution/Sales

Patterson Veterinary Supply, Inc. Jan 2017-Present

●Direct and supervise the operations of a 30,000 square foot Fulfillment Center which includes over 12,000 skus

●Responsible for all aspects of the facility including security, employees, budgets, safety regulations of company policies and procedures

●Provide prompt, accurate, high quality delivery and service of product to the Veterinary profession

●Communicates all FC goals for cost, quality, and safety to the FC staff, including team leaders, warehouse and office personnel

●Monitor activity and security for the warehouse including cameras and security system

●Ensures compliance with Federal, State, and Local laws, including DEA, AIB and OSHA

●Designated representative for all regulated and controlled product

●Report Key Performance Indicators weekly to company director

●Update warehouse management systems weekly

●Daily contact with customers, suppliers and transportation companies

●Monitor the daily performance of all FC activities including Receiving, Order Filling, Shipping, Inventory Control, Equipment, Housekeeping and Maintenance

●Reports to Regional Manager & Director of Distribution

Operations Manager

Patterson Medical Elmhurst, IL April 2008-Dec 2016

●Direct and supervise branch and warehouse facility, employees/technicians and all day to day operations

●Promoted existing business and implemented creative marketing strategies to build client base including inside/outside sales

●Responsible for increasing service growth, seeking out new customers and setting up service contracts

●Responsible for financial budgets including maintenance parts cost, travel and expenses

●Responsible for ADP documentation and authorizations

●Document all repair and maintenance activity following policies and/or procedures

●Purchase and maintain inventory for service parts

●Transport equipment as needed throughout the designated region

●Recruit, interview and hire Technical Service personnel and or/Biomedical Technicians

●Train, coach and mentor technical an warehouse staff and insure all personnel & training records are maintained

●Performed ongoing and formal annual performance evaluations

●Strong communication skills (verbal and written) when dealing with customers, vendors and team members

●Liaison between Corporate Management, Headquarters, Field Sales Reps and Service Technicians

●Ensures that all Operational, Financial and Regulatory requirements are met

●Maintain housekeeping records to FDA standards

●Currently traveling in the states of MI, IN, IL, WI, MN, KY, and IA

Branch Operations Manager

Lansing Building Products, Elgin, IL September 2003- April 2008

●Interviewed, hired, trained and directly supervised inside sales staff and warehouse employees and supervisors

●Maintained and provided annual performance records for employees

●Go-to leader for customer service issues and complaints

●Managed all branch operations, including warehouse processes and daily inventory cycle counting

●Negotiated rates and services with vendors for equipment, services and supplies

●Maintained and initiated vendor services and maintenance agreements and contracts

Regional Distribution Coordinator

American Greetings, Schaumburg, IL August 1986- September 2001

●Hired, trained, supervised, scheduled and motivated full- and part-time associate

●Provided immediate support for district & installation managers and sales reps

●Field calls from internal and external sales force, including customer service calls and resolved issues

●Developed, updated and maintained inventory data, spreadsheets and filing system, completed special projects and created regional warehouse budgets

●Maintained regional sales office, negotiated rates and services with vendors for equipment, services and supplies

●Reported directly to the Northwest Regional vice President

●Routing daily orders and scheduling. transportation services while maintaining distribution


Elgin Community College, Elgin Illinois * Associates Degree

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