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Customer Service Manager

Location:
Terre Haute, IN
Posted:
September 17, 2014

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Resume:

Mark R. Beard

**** **** ***** ***** .***** Haute, Indiana 47802

812-***-**** .acfzp7@r.postjobfree.com

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

765-***-****

Robert Alexander

1603 South 5th Street

Clinton, Indiana 47842

765-***-****

Professional

Randy Riggen

Assistant Manager XLC Services

10500 State Road

Clinton, Indiana 47842

765-***-****

Mickey Walden (Retired)

876 South Thorpe Place

West Terre Haute, Indiana 47885

812-***-****

Kevin Hartshorn (Manager, Supply Chain Systems)

The Sherwin-Williams Company

101 Prospect Avenue

Cleveland, Ohio 44115

216-***-****

acfzp7@r.postjobfree.com



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