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Manager Customer Service

Montgomery, Texas, United States
April 27, 2018

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Manufacturing Operations

Materials Management

Operations and Production

Performance Management

Distribution Management

Kaizan Event

Strategic and Tactical Planning


Facility Management

Customer Relations

Process Development

Team Building/Coaching

Cost Management

Employee Relations

Training and Development


Culture Development

Analysis and Problem Solving


Customer Service, Kroger 2017-Present

Inventory Control, Warehousing, Hawkins and Express Employment Professionals, 2015 - 2017 Shipping and Receiving, Inventory Maintenance.

Documented and organized all company conveyor inventory at Van Keppel, in the New Braunfels TX location. This standardized format was adopted by each Van Keppel location at all sixteen sites throughout fifteen states in North America. Decreasing order cycle time and increasing customer satisfaction through overall site inventory accuracy. Allowed each branch of Van Keppel an increase in their ordering accuracy and a decrease in aging inventory and excess inventory.

Improved inventory accuracy by 25% by updating 100% of site inventory status. Improved customer satisfaction through decreased order cycle time.

Warehouse Manager, Purchasing, Facility Manager, Inventory Control, CLEAR CHOICE HME, San Antonio, TX 2010 - 2015

Purchasing, Inventory Accuracy, Facilities Management, Customer Service, Shipping and Receiving, Driver, People

Management, Warehouse Management, 5S, Process Improvement

Improved inventory accuracy by 100%, by loading existing inventory into company software and removing all missing, wrong and damaged product.

Initiated new in-house maintenance program for the company’s small fleet and delivery drivers. This allowed for zero vehicle and employee downtime. This also drove a small cost savings per vehicle.

Renegotiated pricing with vendors, driving a yearly cost savings of 5% on all oxygen purchases and 10% on all Durable Medical Equipment purchasing.

Instituted 5S program and monthly inventory counts in the company’s warehouse.

Developed new warehouse layout, locating fast moving inventory on lower level of the warehouse.

Introduced new ordering and delivery strategy to decrease fuel consumption with company’s delivery fleet. This also increase customer satisfaction by decreasing, order to delivery cycle time.

Provided customer service team with product knowledge courses on a weekly basis.

Independent Sales, SCHAEFFER SPECIALIZED LUBRICANTS, St. Louis, MO 2008 - 2010

Maintain Customer Accounts, Increase Accounts and Account activity Through Relationship Driven Sales.

Improved sales with established accounts by 15%, through product presentations, historical documentation and cost savings forecasting models.

Field Service Assistant, ROYKO OIL, San Antonio, TX 2008 - 2014

This role was utilized to maintain a secondary form of income.

Operations Manager DELL INC., Austin, TX 1997 - 2008

Team Management, Safety, Quality, Process Improvement, Productivity, 5S, BPI Green Belt, Kaizan Events, Monthly

and Yearly Evaluations, Disciplinary Issues, Metrics, Time Management, Cost Management, Inventory Accuracy,

Warehouse Management

Increased production by 100%, shipped 60,000 systems, roughly 120 million dollars’ worth of computers, in a twenty-four hour period, which allowed us to exceed the revenue goal for the quarter. We experienced zero safety incidents with a 30% improvement in quality, missing wrong, and damaged. Resulted in a Gold Award.

Successfully completed a Business Process Improvement project within six months by utilizing the talents and input of fifteen subject matter experts. We experienced 120,000 dollar hard savings by eliminating five excess positions across three shifts of production. Drove missed next-business-day orders down from 100 per month to one or two orders every two months, drastically driving up the overall customer experience. We were able to drop overtime by 10% during the week, and virtually eliminated weekend overtime.

Averaged a building record of 93% volunteer rate, eliminating mandatory weekend work for those that did not want to work weekends and holidays. Scored a building high of 98% employee approval rating during our manager and Company survey program, The Tell Dell. Engaged to work with other management personnel to promote similar improvements with their teams.

Added visibility to hourly shipments, which helped motivate a positive competition among the employees, leading to a 15% increase in productivity, higher morale, and a better relationship between the shifts

Successfully completed 100% of all Kaizan initiatives, and increased inventory accuracy from 45% to 92% in the Tear Down area. Due to the success of a Kaizan project, the area was not outsourced and stayed in-house, saving the company 500,000 dollars annually.

Distribution Supervisor, CALIBER LOGISTICS, Contract Company for Dell Inc., Austin, TX 1995 - 1997

Team Management, Safety, Quality, Process Improvement, Productivity, Yearly Evaluations, Disciplinary Issues,

Metrics, Time Management, Cost Management, Inventory Accuracy, Warehouse Management, Shipping and Receiving,


Utilized leadership communication style to maintain team yearly attrition rate at 7% in the Distribution Center vs. 23% attrition rate throughout Dell Manufacturing.

Standardized the shipments of all peripherals in the Distribution Center. Lead to a 25% increase in productivity in the small and medium order shipping process. Resulted in a Gold Award.

Developed Missing, Wrong and Damaged Metrics, lead to an increase in Customer Satisfaction and a decrease in our Cost per Box Metric and MW&D was improved by 95%. Resulted in a Silver Award.

Team Lead, COLLIER EQUIPMENT, Austin, TX 1992 – 1995

Team Supervision, Repair Safety and Relief Valves, Repair Truck Supervision, Safety, Quality, Sales

Utilized skillsets throughout tenure to train and instruct employees on the correct teardown and rebuild procedures.

Lead offsite Repair Truck Team at customer locations, testing, repairing and replacing test and relief valves.


Bachelor of Science, Criminal Justice, Texas State University, San Marcos, 1987-1992 (2006)

Leadership Academy Course, Dell Inc., Nashville

Lean Manufacturing Training, Kaizan Events, Dell Inc., Austin, Texas

Lean Warehouse Training, Green Belt BPI Certified, Dell Inc., Austin, Texas

5S Training, Dell Inc., Austin, Texas

Leadership Imperative Training, Austin, Texas

CPR Training, Corpus Christi, Texas


Bill Cheeseman, Operations Supervisor @ Genco, a FedEx Company

Dale was a highly motivated manager who guided his team to a higher standard of productivity and customer experience. Detail oriented, and very good at building and motivating his team. Dale prioritizes his teams focus on safety, quality, cycle time, and cost to deliver to the expectations of the customer, the shareholder, and the employee. September 4, 2009, Bill worked with Dale at Dell Inc.

Jim Bean, Operations/ Vendor Supply Chain Manager at Dell

Dale worked with me for 1 year and worked as an Operations Manager for me for 1 year. He was a leader that inspired his team, improved processes, and developed leaders for our organization. His leadership and process improvements allowed us to reduce staff by 15%. He connects with his team through direct contact, using 1x1s to identify career goals, strengths, and opportunities for improvement. I would definitely recommend him as to any company needing an Operations Manager. September 4, 2009, Jim managed Dale at Dell Inc.

Faith Hill, MBA, Program Manager

Dale Emshoff is an excellent Manager. He is direct and forward in his communication. He takes action when necessary and does not allow the situation to get out hard. He listens to suggestions and is easy to approach. He pays attention to detail and rewards his direct reports professionally. I truly enjoyed working with him and being a part of his team. October 28, 2009, Faith reported to Dale at Dell Inc.

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