Customer Service Manager

JUSTIN MARK SMITH

*** ***** ***** ( Gallatin, Tennessee 37066

615-***-**** ( ***********@*****.***

OPERATIONS MANAGER ( PRODUCTION MANAGER

Warehousing ( Inventory Control

Knowledgeable operations and production manager with extensive experience

enhancing company performance by aligning warehouse and inventory processes

and controls with corporate goals.

. Proven history of success supervising teams of more than 150 cross-

functional staff in managing high-volume warehousing facilities

serving retail locations in multiple states.

. Demonstrated expertise in analyzing operations, identifying

opportunities for improvement, and developing / launching impactful

and innovative process improvement measures.

. Talent for building, training, leading, and mentoring high-performing

teams, and for establishing department-wide culture of excellence.

Inventory Processes & Controls ( Warehouse Management Systems ( Performance

Management Logistics ( Process Improvements ( Workflow Streamlining (

Warehouse Layout & Design

Cost Control ( Project Management ( Production Management ( Consensus-

Building ( Data Analysis

Maintenance & Operations Oversight ( Key Performance Indicators ( Customer

Service ( Team Training

PROFESSIONAL EXPERIENCE

BLUEGRASS SUPPLY CHAIN SERVICES, Bowling Green, Kentucky & Portland,

Tennessee ( 2013-2014

Process Improvement Engineer, Bowling Green, Kentucky (2014): Oversaw all

aspects of design, implementation, and performance assessment of key

enhancements to warehousing processes and procedures for multi-state 3PL

company serving corporations in automotive, veterinary medicine, and food

manufacturing industries. Developed and managed standard processes

governing newly acquired projects. Surveyed company warehouses; designed

new layouts using Excel and AutoCAD. Assisted in physical layout processes.

Performed ad-hoc project leadership as needed.

. Re-engineered large-scale Edmonton warehouse for customer-requested

pick rate improvements; designed new layout decreasing associate

travel distances by 44%.

Operations Manager; Logistics & Warehousing, Unipres Division, Portland,

Tennessee (2013-2014): Managed all aspects of warehousing and logistics

processes and procedures as leader of 47-person team working both day and

night shifts. Communicated with customers; assured accurate tracking of

associate work attendance. Inspected new warehouse and production layouts.

Reported regarding daily production metrics. Monitored associate

performance. Interviewed and hired new employees. Developed Key Performance

Indicators. Assured compliance with PPE and SS standards. Managed weekly

payroll.

. Stepped in to serve as 3rd Shift Warehouse Manager in addition to

existing duties; redesigned shift operations to achieve most efficient

status among all warehouses company-wide.

. Chosen to serve as key liaison to major client Unipres in discussing

KPI strategy, production and staffing, and project progress.

. Oversaw large-scale warehouse chosen as center of operations for

Bluegrass in Portland, Tennessee, featured as example to new business

acquisitions.

TRACTOR SUPPLY COMPANY, Franklin, Kentucky ( 2012-2013

Shipping Supervisor: 3rd Shift: Managed product flow and operations for

high-volume distribution facility serving large multi-state network of

regional stores. Managed recording production and operations of 13 trained

freight loaders. Oversaw and delegated lane tasks; monitored employee

attendance and performance. Provided staff coaching and safety training.

Managed employee staffing and allocation in cooperation with other

supervisors. Closed pick / pack waves. Oversaw trailer maintenance and

repair.

. Ensured optimal operations through skilled balance of daily loader-to-

picker ratios.

. Boosted production rates and improved staff performance through weekly

positive feedback meetings and constructive corrective / training

measures as needed.

. Mentored numerous associates to achievement of awards and recognition

for outstanding customer service.

JUSTIN MARK SMITH ( Page 2 615-***-**** ( ***********@*****.***

MACY'S LOGISTICS & OPERATIONS, Portland, Tennessee ( 2007-2012

Outbound Packing Supervisor (2011-2012): Oversaw more than 80 associates

year-round and over 150 temporary associates during peak periods at

flagship distribution center serving Macy's e-commerce operations. Oversaw

production reporting. Monitored associate performance and implemented

coaching strategies to boost results. Led daily meetings to communicate

corporate goals and information.

. Raised daily ship-on-time rates to more than 99% through

implementation of efficient tracking measures.

. Mentored several associates to seasonal and full-time supervisory

positions.

Inventory Control / Quality Assurance Supervisor (2008-2011): Promoted to

coordinate team of over 20 associates in assuring quality and appropriate

levels of inventory. Managed and disseminated information regarding daily

and weekly production rates. Planned physical inventory in partnership with

departmental manager and director.

. Improved inventory accuracy to over 97% by coordinating 3

comprehensive facility-wide cycle counts assessing more than 1.5

million units of inventory.

. Enhanced staff competency by developing and ensuring accuracy of cross-

training documentation for associate development.

. Led appointment of Interim Manager for weekend shift during

departmental transition; assured 0 interruptions in operations.

Inventory Control / Quality Assurance Associate (2007-2008): Coordinated

cycle counting of facility-wide inventory; resolved quality control issues

and coordinated with leadership staff to consult regarding multi-

departmental issues.

SAM'S CLUB, Madison, Tennessee ( 2006-2007

Department Supervisor, Tire & Battery: Coordinated team of over 10

associates in assuring stock accuracy and management. Conducted

preventative inventory checks at random. Delivered customer service.

EDUCATION

Bachelor of Science in Liberal Studies: Business Management

Middle Tennessee State University, Murfreesboro, Tennessee

Associate of Applied Science in Business Administration

Associate of Science in Elementary Education

Volunteer State Community College, Gallatin, Tennessee

PROFESSIONAL DEVELOPMENT

Train-the-Trainer

CPR Certification Training

Six Sigma Training

TECHNICAL SKILLS

Microsoft Office: Word, Excel, Access, PowerPoint

AutoCAD ( WMS ( Kronos ( AS 400 ( Red Prairie: Smart Turn

Contact this candidate