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Manager Customer Service

West Chester, Pennsylvania, United States
February 25, 2018

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Steven M. Hiester

**** **** ******* **** #***

West Chester, PA 19382

Phone: 610-***-**** E-mail:


Operations management professional with over 16 years of warehouse management experience in receiving, inventory and storage, and shipping. Strengths include process implementation and employee development as well as continuous improvement and lean management skills. Energetic motivator and self-starter who thrives in a fast-paced, results oriented environment. Proven ability to lead diverse workforce to achieve goals.


MERIT MEDICAL SYSTEMS, Malvern, PA 2013- Present

Warehouse Manager

Manages all functions of entire warehouse for medical device manufacturer. Responsible for meeting production, sterilization, delivery, and customer requirements. Supports and facilitates operational improvement programs to create a culture of continuous improvement. Uses Lean tools (5S, value stream mapping, Kaizen, root cause problem solving) to identify and develop operational solutions.

Lean Level 1 Certification from DVIRC.

Leader of both 5S and Emergency Response Preparedness Teams.

Has led/participated in multiple Kaizen events.

Oracle inventory management system.

Forklift, Hazmat, and First Aid/CPR certified.

NEW BREED LOGISTICS, Fairburn, GA 2012 – 2013

Warehouse Supervisor

Supervised packaging of large item spare parts inventory for client Sikorsky Aerospace Services. Also oversaw crate and carton making shop and inventory picking and storage. Was responsible for on time packaging of $10 million worth of parts and planning of $100K worth of packaging supplies on a monthly basis.

Planned and scheduled crate and packaging supply delivery for the entire warehouse.

Maintained accurate data for supply analysis and forecasting.

Coordinated large parts packaging for 3 separate business units.

Promoted continuous improvement, safety, and housekeeping programs.

Ensured production and quality metrics met or exceeded the contracted monthly standard.

Was responsible for hiring and training of new associates as well as process implementation during start-up of new facility. Certified PIT operator and trainer.

SAP inventory management system and AS9100/ISO9001 certified facility.

USM TRANSFIELD SERVICES, Norristown, PA 2009 – 2011

Facilities Account Coordinator

Managed facility service quality of client locations by acting as liaison for client, field managers, and vendors. Ensured delivery of expected level of customer service.

Provided timely resolution to client requests and issues by coordinating actions of vendors and field team.

Negotiated vendor service rates to meet required company profit margin.

Developed internal service processes for Walmart Land account.

Received service recognition award from Walmart for outstanding customer service.

BURLINGTON COAT FACTORY D.C., Burlington, NJ 2003 – 2009

WMS Implementation/Training Manager (2008 – 2009)

Key member of BCF’s Transformation Project, helped deliver Manhattan’s WMS and multi-million dollar material handling system by aiding in the creation of processes for the WMS system based on Burlington’s business practices. Developed training material and led training program for Put-to-Light and Shipping areas. Assisted operations during WMS and material handling system go-live period.

Participated in design sessions with client stakeholders and WMS software developers.

Composed and executed test scripts and worked with functional design teams to resolve issues.

Designed process operations manuals used for training and go-live.

Conducted training class presentations for specific process operations for hourly employees and all levels of management in Put-to-Light break-case packing and Shipping departments.

Operations Manager (2006 – 2008)

Managed daily operational budget of all carton receiving and flat goods processing areas and reporting supervision. Coordinated staffing and merchandise flow throughout warehouse in cooperation with other area managers.

Maximized profitability by exceeding all production goals.

Implemented employee recognition and safety programs in all work areas.

Acted to build both team and individual skills of supervisors and hourly employees in accordance with departmental productivity and training programs.

Lowered CPU while increasing total units processed in 2007 and 2008.

Flat Goods Processing Supervisor (2003 – 2006)

Directed safe and accurate processing and packing of merchandise throughout department as well as storage of merchandise using RF tracking system.

Supervised both pick-pack and flat sorter packing areas.

Directed order pulling of allocated merchandise from storage locations.

Implemented sortation by product class process.

AMES DEPARTMENT STORES D.C., Leesport, PA 1998 – 2002

Operations Supervisor

Supervised multiple process areas including receiving, picking, inventory storage, and shipping and also worked all three shifts during 4+ years at Ames. Union shop workforce.

ember of Management-Union labor relations team.

Directed loading process of conveyable and non-conveyable merchandise on 45-door dock.

Coordinated order picking through multi-level modules and directed RF storage and replenishment of all merchandise.

Selected to be lone member of management upon the opening of 3rd shift.

Implemented store returns and cardboard unloading/tracking programs.


B.S., Criminal Justice Administration, Delaware Valley College, Doylestown, PA


WMS, SAP, Oracle, Kronos

MS Word, Excel, Outlook, Power Point

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