Customer Service Manager
Resume:
Mark R. Beard
**** **** ***** ***** .***** Haute, Indiana 47802
812-***-**** .**********@*****.***
Operations Management Experience
Distribution.Transportation/Supply Chain.Manufacturing.
Maintenance.Inventory Control.HR.Customer Service
Logistics Teambuilding & Multi-Site Operations
Management Leadership
Strategic Materials Management Quality
Planning Assurance/Control
Lean Purchasing & Office Leader
Manufacturing Procurement
Train the trainer EHS Knowledge P&L Experience
Continuous HR Experience Safety Leader
Improvement
Negotiations Customer Relation Maintenance Planner
Management
Production Leader Multi-task Procedure Development
specialist (SOP)
Education
South Vermillion High School
Towson University
Ivy Tech of Terre Haute
Warehouse Management Systems
WMS-AWCS MAB Paints/Sherwin Williams (1986-2008)
Maximo 1- XLC(Eli Lilly) (2008-2012)
Maximo 5- XLC(Eli Lilly) (2008-2012)
Mainframe (YRC Freight) (2012-Current)
Rapids (YRC Freight) (2012-Current)
EDD (YRC Freight) (2012-Current)
Office/Leadership Skills
MS Office Skills.Excel.Word.PowerPoint.Spreadsheets.Lotus
Notes.Payroll.Typing
Bill of Lading.Manifest.Waybills.Free Astray.Purchase Orders.OS&D
RF System.Bar Coding.Pic-n-Pack.Voice Picking
Strong Math Skills (Lab work, metrics, kilograms measurements)
Quick Problem Solver. Safety Leader.Training of Workforce.Root Cause
Analysis
Experience in Pharmaceutical/Animal Health products (FDA, ISO) GMP.SOP
procedures
High level of proficiency in all Microsoft Applications (excel, word, power
point, metrics, etc.)
Six Sigma.Continuous Improvement.Lean Manufacturing.P&L experience
Working knowledge of warehouse / mechanical equipment
Working knowledge of OSHA, DOT, HAZMAT, FDA regulations
End of year inventory management/leader
Strong orientation toward satisfying clients
Strong interpersonal, verbal and written communication skills
Multi-task specialist/Project management experience
Strong at goal attainment orientation with a team focus
Strong analytical and negotiation skills
Understanding of regulatory compliance
Experience in sourcing and buying indirect materials
Strong customer service/sales skills
Understanding of the product and customer expectations
Self-starter and self-motivated. Strong Team Leader with
recruiting/staffing experience
Auditing
Cycle Counting (MAB-Sherwin Williams/XLC)
FDA (XLC Eli Lilly) Self Audits-9 Warehouses Managed
ISO (XLC Eli Lilly) Self Audits-9 Warehouses Managed
Housekeeping (XLC Eli Lilly) Self Audits-9 Warehouses Managed
Safety Audits (XLC Eli Lilly) 9 Warehouses Managed
Quality Audits (XLC Eli Lilly) 9 Warehouses Managed
Audit Specialist (ISO, Warehouse, SOP, Safety, Housekeeping)/OSHA 300/301
Human Resource
Policy Forms
Insurance Information
Interview Specialist
OSHA 300/301
Benefit Specialist
I-9 forms
W-4
New Hire Packets
Background Checks
Drug Screening
Payroll
TALKX (Seperation/Unemployment)
Disciplinary Action Forms
SOP/Step-up Cards-GMP/Performance Evaluation
Safety Training
BOS (created hazard recognition pp and shared with other contractors as
well)
Plant site safety committee-Contractor Safety Council
Trainer of Hazmat.DOT.Hazwoper.Railcar.Fire Extinguisher.Forklift.MSDS
Hazcom (MSDS, Physical, Health, Product labeling-health-flammability-
reactivity)
GMP (PPE, Blood borne Pathogens, Plant site Security, lifting techniques,
etc.)
Safe Behavior (PowerPoint-Human Behavior)
Housekeeping Safety (PowerPoint-Importance of good housekeeping)
Maintenance Safety (PowerPoint-knowledge of equipment, bodily injuries,
downtime)
Material Handling Safety (PowerPoint-proper ways to handle material)
Evacuation drills ("Storm Shelter", "Mustering Area", and "Shelter in
place")
Confined Spaces
PPE (Protection of eyes, ears, hands, feet, respirator, etc.)
Fire Safety training/Lockout/Tagout
Vehicle Safety (Forklifts, company vehicles, etc.)
Accident Investigation (Why/Why-What, Why (2), Root Cause, Corrective
Action Plan)
Develops and maintains facility preventative maintenance program
Trainer
DOT
HAZWOPER
RCRA (90 days< storage specialist)
Handling of Hazardous Chemicals
Hazcom
Hazard Awareness
MSDS
PPE
Fire Extinguishers
Evacuation preparedness- Storm Shelter-Mustering Point-Shelter in Place
Fork Lift (sitdowns, standup and walker)
Spotter Trucks
Backhoe
Vac trucks
Dump trucks
ODT Pre/post trip inspections
Vision Awareness/Continuous Improvement
Three Point contact
Dock Safety
Doc-Loc/Dock Chock Usage
Experience
Operations Supervisor.YRC Worldwide
May 2012-Current
Job Description
Supervisor, in a union environment, and coordinate all activities of,city
drivers.
Manage driver performance and training to maximize effective utilization
of resources and to ensure customer satisfaction.
Monitor business trends and make staffing recommendations regarding
layoffs and/or recalls.
Recommend or carry out personnel actions including hiring, disciplining,
and discharging.
DUTIES AND RESPONSIBILITIES
1. Directly supervise all activities of drivers responsible for pickup
and delivery of freight to customer locations. Coordinate work assignments,
monitor
performance, and provide training on job duties, and company policies and
procedures.
2. Develop daily delivery plan (in most locations) and assign drivers
and equipment to meet P&D freight and manpower needs. Determine driver
availability, and assign equipment according to factors such as specific
freight and customer
requirements, including customer business hours, location, weight, and city
routes/schedules. Select casuals as necessary following preferential list
(if applicable), or based on qualifications and previous work experience.
Decide when and if combination employees should be moved from dock work to
driving.
3. Communicate with drivers at defined intervals to manage service
expectations and identify problems. Use discretion and respond
appropriately
providing guidance to drivers with customer complications, delays due to
traffic and
weather, and specific instructions on handling collect shipments and COD
freight.
4. Utilize drivers efficiently with least possible use of overtime;
however use discretion to authorize overtime when necessary to meet service
standards.
Authorize breaks and lunch periods according to contractual language and
customer/route schedules. Decide which driver should be sent for
unscheduled or late pick ups and which driver to send for pick up when the
scheduled unit is full.
5. Receive and respond accordingly to calls from customers as well as
the Customer Service Center. Identify and categorize problems encountered
by drivers
including customer specific issues, and problems on the dock and in the
shop.
Identify management responsible for resolving problems, and propose
solution.
6. Conduct pre-shift meetings with drivers to review previous day's
activities including productivity, accidents, problems, results of any
accident
investigations, and to promote safety awareness. Based on this review,
instruct drivers as to needed changes.
7. Evaluate driver performance and conduct driver review sessions.
Initiate disciplinary process as necessary, providing appropriate coaching,
documentation, and recommendations of further disciplinary actions.
Maintain positive communications with drivers and work to promote
teamwork.
Ensure employees have adequate knowledge and resources to accomplish
assigned job duties.
8. Evaluate driver reported accidents and breakdowns. Determine
course of action based on severity of accident or breakdown. Communicate
with local
authorities, and authorize tow service, repairs, and insurance adjuster as
needed.
9. Actively support the DuPont Safety Process geared to reduce driver
preventable accidents and injuries. Communicate and promote a safe working
environment.
Complete Supervisor safety incident reports, and thoroughly investigate
accidents to determine root cause.
Plant Manager.XLC Services Staffing
July, 2008-May, 2012
Job Description
Plant Manager of five areas @ Eli Lilly Pharmaceutical Plant(staffing
company),
which included handling of all safety meetings,payroll, audits (ISO, OHSA,
FDA), EHS,
on-boarding of new employees, evaluations and other HR responsibilities,
which included training or re-training of employees on procedures,
handling of hazardous materials (DOT, HAZWOPER, RCRA, PPE, etc.) and all
equipment (lifts, trucks, vehicles). Member of various safety committees.
Areas of Operations
1. Shipping
a. Loading/Unloading of finished product onto trailers and
overseas railcars
b. Fork Lift Trainer
c. Fork Lift Inspections
d. Warehouse Audits
e. Daily Metrics
f. Problem Solving of Orders
g. Manages, trains, and directs warehouse staff and warehouse
operations
h. Manage warehouse costs
i. Manage distribution and freight
j. Second person verify approved batches to ship
2. Stores/Tool Crib Counter/Receiving/Maintenance
a. Control work orders
b. Schedule plant shutdown maintenance work
c. Receiving of plant site capital project items
d. Issuing of parts to maintenance per workorders
e. Inventory issue resolving
f. Cycle Counts
g. End of the year inventory
3. Receiving (raws)
a. Unloading raw material off trucks, tankers and railcars
b. Dispensing of raw materials for production
c. Warehouse inspections
d. Daily dispensing (pre-batch)
e. Warehouse cycle counting
f. Unloading and staging of new pallets
4. Environmental Controls
a. Handling of environmental customer calls (trash, sumps, etc.)
b. Lab Testing/Sampling of sumps
c. Recycling of plastic and cardboard material
d. Direct waste to correct area to be disposed of
e. Collect waste drums for < 90 day storage
f. Handling of customer complaints
g. Daily paperwork
h. Daily inspection of <90 day storage
i. Inspection of equipment (tankers, vaccuum trucks, trash truck, etc.)
5. Production
a. Off loading material into warehouse/onto spotted trailers
b. Replenish needed supplies
c. Refill pallets as needed
d. Restock waste drums
e. Replenish PPE cabinet
f. Housekeeping (empty trash, sweep)
g. Second person verification (labeling, batch date, etc.)
Operations/Transportation-Supply Chain Manager/Assistant Production Manager
MAB Paints/Sherwin Williams
April, 1986- June, 2008
Operation/Transportation Manager Duties
Supervision
I was responsible for recruiting, training and supervising employees,
including warehouse staffers, forklift drivers, truck drivers and
clerical staffers. I developed schedules to ensure that sufficient
staffing is on duty at peak times, while maintaining high levels of
productivity and controlling costs. I was responsible for creating a
safe working environment in the distribution center and ensuring that
employees comply with health and safety procedures and regulations.
Scheduling
I created schedules for receiving incoming goods, storing them and
distributing to around 50 stores throughout the midwest.I conferred with
colleagues
in manufacturing and customer service to obtain information on
production schedules and customers' delivery dates. I allocated rack
space for goods going into temporary storage in the distribution center
and draw up transportation plans to meet delivery schedules.
Documentation
I arranged documentation for product storage and distribution. I
completed forms when receiving goods into the warehouse and note any
storage issues, such as sell-by dates of perishable goods. When goods
are ready to be sent, I prepared delivery documents for customers and
send confirmation to sales and customer service representatives. If
goods are going outside the country, I completed all relevant export and
shipping documentation.
Transportation Planning
To deliver goods by their scheduled dates and minimize costs, I looked
at the available transportation options. For export consignments, I
compared the time and cost of shipping or airfreight. Wherever possible,
I aimed to combine loads on a truck or in a container to minimize
transportation costs. When I used our own trucks, I also booked
return loads to make the most cost-effective use of their fleet.
Green Issues
In planning transportation, I considered the environmental impact of
their options, by combining loads and minimizing the number of journeys,
I helped to reduce the company's carbon footprint.
Cost Control
I monitored the costs of storage and distribution, and provide reports
to the company's finance and marketing team. Where distribution costs
represent a large part of a product's total costs, they must consider
other options. I maintained a company fleet of delivery trucks.
Production/Maintenance Supervisor Duties
Goals
Evaluate goals for quantity, quality and timeliness. If the plant fails to
meet
a certain goal, the I was responsible for diagnosing why and remedying the
problem.
Machinery
Inspect equipment used in manufacturing on a regular basis and analyzing
when the machinery needs updating or replacing. When it comes time for
replacement,
they may suggest what needs to be purchased.
Personnel
Responsible for assisting with the supervision of workers, along with the
plant foremen, and makes decisions concerning the need for overtime and
reduction of staff.
Efficiency
Continually monitor efficiency levels of the plant and to create and
institute plans
to increase efficiency and productivity whenever possible.
Communication
Responsible for frequent communication with heads of other departments,
including finance, sales and logistics to ensure that all efforts of the
manufacturing
company are coordinated and complementary. They may also communicate
with suppliers if problems with quality control are deemed to be associated
with the quality of supplies.
City of Clinton (1980-85)
Worked as a laboror in various departmental roles Sewer-Water-Street-
Cemetery
Handled various task including replacement of sewer and water lines,
blacktopping of streets, replacing manholes, clearing of sewer traps,
sampling and testing of sewer for state, building maintenance, preventive
maintenance on various pumps.
References
Personal
Bill Mooney
1803 South 5th Street
Clinton, Indiana 47842
Robert Alexander
1603 South 5th Street
Clinton, Indiana 47842
Professional
Randy Riggen
Assistant Manager XLC Services
10500 State Road
Clinton, Indiana 47842
Mickey Walden (Retired)
876 South Thorpe Place
West Terre Haute, Indiana 47885
Kevin Hartshorn (Manager, Supply Chain Systems)
The Sherwin-Williams Company
101 Prospect Avenue
Cleveland, Ohio 44115
**********@*******.***
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