Customer Service Manager

Michael Murrah

*** **** ***** ******* ****, Resaca, GA 30735

Cell Phone: 706-***-**** Email: **************@*****.***

SUMMARY OF SKILLS AND STRENGTHS

. Results-driven and customer service focused professional with 15 plus

years proven experience in operations management with consistent

adherence to high standards of professional and ethical conduct.

. Excellent written and verbal communication skills for contact and/or

negotiation with vendors, customers and internal/ external

stakeholders.

. Entrepreneurial, hands-on leader with proven track record of

effectively training, developing, coaching and motivating leaders and

teams to achieve goals.

. Strong organizational, problem solving and analytical skills to make

decisions and resolve conflict. Proven ability to adapt to fluid

situations and construct and implement solutions to daily obstacles.

. Demonstrated proficiency with implementation and maintenance of

Warehouse Management Systems (WMS), SAP, AS400, and order-

entry/scheduling software.

. Strong background and knowledge of scheduling, routing, logistics

management, workflow documentation, inventory control, quality process

control, and procurement.

. Highly proficient in the Microsoft Office Suite (Word, Excel, Visio,

PowerPoint, Access, Outlook).

PROFESSIONAL EXPERIENCE

Volkswagen of America (Team 3 Logistics) - Chattanooga, TN

Manager, CKD/Assembly Operations, (February 2011 to Present)

. Directed and managed internal logistics at VW operations; managed each

of the three logistical operations (CKD, Assembly and Body Shop)

during tenure.

. Developed and implemented key improvement strategies and initiatives

that resulted in greater efficiency, improved profitability and

reduced expenses.

. Ensured that daily, weekly and quarterly key performance indicators

(KPIs) were achieved, including downtime, manpower-spend and damage-

spend for the business unit.

. Managed priorities and assets to ensure production requirements were

met and all aspects of production flow uninterrupted.

. Determined shipping priorities, work assignments and shipping methods

required to meet fluid and demanding production/sales schedules.

Toyo Tire of America (NOTS Logistics) - White, GA

Manager, Distribution/ Warehouse Operations, (May 2005 to February 2011)

. Directed and managed four (4) Supervisors and eighty-five (85) staff

in a 24-7, 3PL distribution and production warehousing operation to

ensure corporate safety standards were met, optimal prioritization of

tasks and activities, as well as operational efficiency and timely

distribution and receipt of product while meeting standards of budget,

safety, procedures and quality.

. Coordinated the fulfillment and distribution technology (hardware and

software components) to maintain control of department functions and

procedures and effectively oversaw inventory of approximately 425,000

units. Took immediate action to resolve any WMS problems that could

potentially impact daily labor standards and timely completion of

shift requirements.

. Ensured that daily, weekly and quarterly key performance indicators

(KPIs) were achieved, including budget goals. Responsible for P&L,

operations, HR, safety, customer service and maintenance.

. Ensured compliance with all regulatory standards for HR, safety,

quality and GMP. Maintained safety compliance programs, including

equipment certification and DOT/OSHA regulation/compliance.

Shaw Industries - Dalton, GA

Supervisor, Warehouse Operations, (May 2000 to April 2005)

. Managed, planned and coordinated a 20 person shift operation for a

high-volume warehouse distribution facility optimizing safety,

efficiency, productivity, and inventory. Responsible for satellite

warehouses and scheduling/routing logistics.

. Responsible for all functional areas and aspects of the warehouse

operation, including supervision, scheduling, safety, quality,

equipment utilization, asset control, employee development and

retention, all applicable reporting (HR, Safety, Production).

EDUCATION

Bachelor of Arts; Political Science, Florida State University, Tallahassee,

FL; 1997

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