Customer Service Manager

Ronnie E. Burcham

Collierville, TN 901-***-**** ******.********@*****.*** linkedin.com/in/ronnieburcham

objective

I am a goal achievement-oriented professional individual with extensive experience across warehouse and operations management, procurement, and purchasing management. I have a proven record of managing complex projects and leading teams toward overall success. I am adaptable to both large and small company environments, and have demonstrated success in turning-around company performance by incorporating processes, enhancing organizational structure, and developing self-managed teams. My management style is hands-on, along with being results oriented and ability to work and communicate with people at all levels within the company. I consistently seek opportunities for advancement while implementing strategies for process improvement.

Core Competencies

Operations Management

Budget & Cost Reduction

Quality Assurance (QA)

Procurement Management

Contract Negotiation

Pricing & Purchasing

Vendor Management

Project Management

Process Improvement

excellent written & verbal communication skills

problem solving skills

Value Add & Distribution Management

Professional Experience

Hatfield & Associates – Memphis, TN

Auditor Consultant 2017

Served as Auditor Consultant for this supply chain management company specializing in logistics support, small package, LTL, truck load, and international container services. Supervised pic & pack shipping operations driving support of industry best practices. Worked directly with customer helping minimize errors and incorrect shipments daily. Audited high volume of boxes shipping to Walmart daily helping to reduce inefficiencies. Contributed to relabeling rack locations for pickers and re-stockers.

Label Express Inc. – Verona, MS

Sales Professional 2015

Provided support as Sales Professional working directly with art agencies, distributors, and brokers to provide labeling services. Collaborated with contract packaging companies offering industry-competitive turnaround times. Provided exceptional customer service and industry expertise ensuring company solutions, services, and products were delivered efficiently and on schedule.

AT&T Distribution Center – Memphis, TN (Versant Supply Chain)

Operations Manager 2012 – 2015

Served as Operations Manager within the AT&T Distribution Center responsible for management of Shipping, Receiving, Direct Fulfillment, U-Verse, Bulk, and Quality Assurance. Directly managed staff activities ensuring efficient workflow and distribution of responsibilities. Provided staff training, new employee onboarding, and delivered relevant training to drive professional development. Managed and maintained boxes and 1000s of reserve back-up inventory made for JIT in case of machine malfunction or increased production. Identified opportunities across the department and implemented process improvements.

Key Contributions:

Managed 65 direct employees and 100+ indirect staff members with increased staffing levels during peak seasons

Prepared staff for high volume shipping of 100K iPhones during peak season leading to $7.8B shipped packages

Drove workplace health and safety across the department realizing zero employee accidents during leadership

Established policies and processes within department driving consistency and ensuring effective delivery of services

Contributed to implementing recycling program decreasing waste, reducing costs, and realizing profit

Professional Experience

Supply Chain Solutions – Memphis, TN Procurement Manager / Sales 2006 – 2012

Provided leadership as Procurement Manager responsible for setting-up all qualified vendors and manufacturers as well as negotiating special terms and rebates. Visited manufacturer locations after approval to build relationships with vendors and sign off for approval on first-time print jobs. Communicated with vendors and analyzed vendor operations to determine lowest cost consistent with quality, reliability, and ability to meet required schedules. Consistently ensured high levels of customer service relative to inventory service levels and process management, part kitting/bagging & 3PL experience. Ensured compliance with relevant government regulations.

Key Contributions:

Recommended and implemented procedures and process improvement initiatives regarding approvals and purchasing

Directed $250K client project to purchase 10 new forklifts with custom logo printing featured in a notable magazine

Trained all new sales representatives on company policies, corporate procedures, product knowledge, and services

Managed vendor relationships, including documentation of contracts/agreements, best practices, and expected volume

Tracked and reported key functional metrics to reduce expenses and improve effectiveness of procurement operations

Additional Experience

Label Express Sales Consultant 2003 - 2006

Smurfit Stone Container Inc. Project Manager/Sourcing/Part Kitting/Bagging & 3PL 2000 - 2003

Zellerbach / Xpedx Inside Sales Representative/Customer Service 1996 - 2000

Warehouse Manager 1994 - 1996

Snap-on Tools Warehouse Supervisor 1991 - 1994

Leadership Contributions

Safety Committee Member – Developed employee training programs and enforced OSHA Safety Regulations,

Quality Management System, Safety Workplace & Drug-free Workplace

American Red Cross – Disaster Recovery Team Member

Certifications

Class I – III Electric Rider Trucks – Class II Electric Narrow Aisle

Class IV Internal Combustion Engine Truck

Professional Skills

Packaging – Manufacturing – Pricing – Supply Chain Management – Warehousing – Procurement

Inventory Management – Strategic Planning – Continuous Improvement – Pick & Pack – Quality Control

Compliance – Product Development – Sourcing – Point of Purchase – Contract Packaging – Displays – Corrugation – Part Kitting/Bagging – 3PL – Wooden Pallets & Heat Treating

Contact this candidate