Customer Service Manager

Robert L. Jenkins

Experienced Retail and Logistics Professional

**********@*****.***

Summary

Accomplished management professional with over 25 years of successful experience in the retail and logistics

industries. Demonstrated and recognized abilities in team building, leadership, program / process rollouts.

Leadership roles in project ownership. process review / improvement and implementation.

- Recognized as a High Potential Manager within the Northern Division of The Home Depot 2005 / 2006.

- Eastern Store Re-Merchandining Program Manager for The Great Indoors. Successfully rolled out and

personally supervised the re -fit of 11 stores.

- Recognized for successfully turning around 4 underperforming Home Depot stores.

- Successfully managed stores with annual sales ranging from $12 million to $52 million.

- Trained and promoted 5 ASM and SLP associates to the position of store manager.

- Selected as a subject training facilitator in P&L and Store Finance.

- Selected as an interviewer / partner for multiple RMA sessions.

Experience

Store Manager at The Home Depot

March 2004 - July 2013 (9 years 5 months)

Recognized for my ability to build a successful customer and team focused environment. Lead turn - around

of 5 under performing stores and teams in achieving sales, service and operational excellence. Viewed as a

servant leader- fully understand that success is all about the team and my support of it.

Store Manager at Home Depot

March 2004 - July 2013 (9 years 5 months)

Implemented company sales and operational standards resulting in “at risk” stores developing into top

performers achieving Actual Sales to Planned Sales numbers, Customer Service and Shrink goals.

Implemented training for salaried and hourly store leadership in Perpetual Inventory. Facilitated training in

Periodic Inventory for ordering seasonal inventory based on previous years actual and forecasted data to

determine quantity, product type and arrival dates for bulk vendor direct shipped merchandise.

Trained receiving associates in RTV (Returned To Vendor) and RGA (Returned Goods Authorization)

processing and receipt of direct ship products from vendors and DC.

Created an inclusive work environment focusing on associate morale and retention, company policies and

standards to ensure a fair, safe and comfortable work environment.

Adjust staffing levels and job duties while enhancing and delivering a superior shopping experience.

Consistently and objectively lead monthly meetings to ensure that associate issues and concerns are addressed

and resolved in a timely manner.

Developed and introduced The Store Manager College in which associates, department heads and assistant

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managers who wish to advance in the company are exposed to and trained in P&L statements, stat planner,

stat reports and merchandising plans.

Selected as District Store Manager Partner. Trained eight newly hired or promoted store managers, four of

which were direct report assistant store managers.

Store Manager at The Great Indoors

January 2002 - January 2004 (2 years 1 month)

Led field store merchandising team in successful implementation and rollout of existing and new store

merchandizing formats.

Led 8 stores as acting District Manager for a period of 3 months. Partnered with RVP and District staff to

ensure all company programs and deadlines met or exceeded. Achieved Sales to Plan and SCOP goals for the

Quarter.

Trained corporate store merchandising and logistics team in creating and implementing schedules for each

store to control receiving times and dates of new inventory and fixtures to include staging, shipment of

discontinued, broken and old store fixtures.

Performed as Field Team Lead to successfully renovate all stores in chain, effectively managed related

projects to completion under strict and aggressive deadlines.

Development of store salaried and hourly leadership to maintain high quality standards including hiring,

professional development, counseling, promotion and discipline.

Oversaw the development and promotion of two high performing salaried team members to store manager

positions.

Administered performance evaluations that focused on relevant work patterns and behaviors.

Operations Manager at The Great Indoors

January 2000 - January 2002 (2 years 1 month)

Trained all store operations personnel in new inventory receiving and staging process.

Monitored operational processes for sustained compliance with company policies, vendor shipping

agreements and damaged merchandizing credits.

Selected as field test store assigned to assist corporate operations team in company wide initiatives and

implementation of new staging processes.

Conducted training classes and individual instruction with operations team of cashiers, office personal and

receiving staff.

Performed in a fast paced customer service environment with strict deadlines while focusing on delivering

first class service.

Managed a team of six operations managers with diverse backgrounds and skills in developing and presenting

to senior leadership team an enhanced version of the Standard Operating Procedure training manual for Front

End Staff.

Selected by senior leadership to lead company operational overhaul. Assignment included store visits to each

store in the chain.

Sales Manager at Comp USA

January 1996 - January 2000 (4 years 1 month)

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Directed team in merchandizing new store unit for Grand Opening, resulting in store “soft” and grand

opening six days ahead of target date.

Worked with Regional Merchandising and Logistics teams to insure a constant and steady flow of inventory

and fixtures for new store location.

Assisted receiving and shipping department head and personnel in learning and implementation of Telzon

system to accurately scan incoming and outgoing product.

Directed and organized store to maintain high standards of service and quality to maximize customer

experience and sales goals.

Selected to train and evaluate performance of newly hired Sales Managers, plan and administer training and

development programs for underperformers.

Managed the flow of inventory by creating a product flow chart that measured incoming product to labor

needed for processing.

Honors and Awards

Iron Mike Award - Fort Bragg, Fort Bragg, North Carolina

Fisher House and Fort Bragg Army Base, Fort Bragg North Carolina

April 2010

Refurbished Fisher House at Fort Bragg Army Base.

Home Depot Store Manager Recognition Award

The Home Depot

May 2011

Awarded to one store manager in each of the 19 Regions that delivers the highest SCOP percentage:

Store Controllable Operating Profit. Received an all expenses paid trip to the Bahamas.

Club 365

The Home Depot -

April 2011

Club 365 recognition is awarded to stores that post zero OSHA recordable incidents in a continuos 365 day

period. I have been fortunate enough to lead teams that have won this award in two different stores. Once in

store 3642 Statesville, NC (2009) and in store 3626 Fayetteville, NC (2011). Both teams performed at the

highest levels of professionalism and execution of best practices in creating a safe and secure shopping and

working environment. The award is presented by the District Loss Prevention team and is only awarded to

about 10% of all stores.

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Projects

Fisher House - Fort Bragg, North Carolina

April 2010 to May 2011

Members:Robert L. Jenkins, The Home Depot Foundation and the 3626 Fayetteville Store Team.

Fisher House is the model that the Ronald McDonald Home's concept is based on. A no cost to the families of

injured and recovering troops being treated at Fort Bragg hospitals home away from home. The home was in

need of a major makeover and upgrades. Working with the Fisher Home staff, the Fayetteville Home Depot

team- painted, replaced fixtures, repaired / replaced flooring, electrical work, landscaping and installed new

kitchen appliances. This was done with a grant from The Home Depot Foundation and the hard work and

dedication to the troops of the Fayetteville Home Depot Team. The store was awarded the "Iron Mike" award

from Fort Bragg in appreciation. The only non- military presentation of the award made.

Skills & Expertise

Loss Prevention

Merchandising

Store Management

Retail

Logistics

Operations Management

Shipping

Customer Service

Hiring Employees

Compliance

Employee Training

Training

Management

Leadership

P&L

Education

Western Michigan University

Bachelor of Arts and Science, Mathematics, 1981 - 1986

Interests

Leadership position in either a retail or logistics environment. District / Plant / DC Management.

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Robert L. Jenkins

Experienced Retail and Logistics Professional

**********@*****.***

Contact Robert L. on LinkedIn

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