Customer Service Manager
Resume:
Marc Thomas
*** ********* **** **** ** *****
**************@*****.***
DISTRIBUTION MANAGER
Qualifications 9 years in distribution management
Experience in process analysis
Experience in inventory control
Experience in vendor compliance and quality assurance
Professional VENDOR COMPLIANCE AND INBOUND PRODUCTION MANAGER 2010 -
Experience Calendar Holdings L.L.C., Austin, TX Present
Manage inbound production for Calendars
Responsible for daily production planning for
receiving and restock for both retail and
ecommerce order picking with 25 direct reports
Oversee unloading and receiving of all product
coming into the facility.
Manage budget to account for seasonal peaks
Forecast need for temporary labor based off
historical trends and current sales.
Interviewing and hiring of full time and seasonal
workers
Work with staffing agency to provide temporary
workers
Handle disciplinary actions
Serve as acting director when the Director of
Distribution is off site, overseeing up to 300
employees during peak season.
Manage Inbound Vendor Compliance department for
$100 million seasonal retail company.
Direct Vendor Compliance Supervisor that oversees
up to 5 additional employees in two facilities.
Source and negotiate projects to 3PL providers.
Work with Director of Vendor Relations to
establish Vendor Compliance rules balancing
product costs and in house labor costs to make
product shippable.
Maintain contact with Taiwan representative to
establish and maintain acceptable standards for
overseas shipping.
Responsible for developing labor tracking methods
to assure accurate charge-backs to vendors.
Responsible for creating new SOP's to catch
defects and prevent future damaged/defective
returns.
Serve on company's safety committee
Perform monthly safety inspections at multiple
facilities to ensure that all OSHA requirements
are being followed in both office and warehouse
facilities.
Attend monthly Safety Committee meetings assisting
with developing and leading company wide safety
initiatives.
Lead Safety Committee meetings.
Write agendas for and lead biweekly facility
safety meetings for up to 300 employees
seasonally.
Conduct investigations for accidents and close
calls.
Review of company forklift policies and practices.
Review of emergency policies.
Projects
Evaluate and map new pick path for restocking of
items
Created 1260 new overflow locations for small
quantity items based off historical ordering
trends
VENDOR COMPLIANCE AND WHOLESALE PRODUCTION MANAGER 2004 -
2010
Calendar Club L.L.C., Austin, TX (Now Calendar
Holdings L.L.C.)
Managed distribution for $13 million wholesale and
$3 million web fulfillment divisions of a seasonal
retailer
Responsible for daily production planning for
picking as well as outbound vendor compliance
requests.
Managed budget to account for seasonal peaks and
forecast need for temporary labor.
Managed four fulltime employees and up to 10
temporary employees depending on volume needed.
Direct picking supervisor to oversee up to 1300
single item piece pick orders and 1200 multi-piece
orders per day.
Maintained inventory integrity.
Reviewed vendor guides to maintain compliance.
Directed outbound vendor compliance lead in
fulfilling all outbound requirements for
customers, up to 300 orders daily.
Managed EDI label production for all outbound
orders.
Responsible for process analysis to result in 5%
reduction in labor needs annually while overseeing
15%-20% annual production growth.
Annual evaluation of pick module zone system
breakdown to result in maximized fill rates.
Worked with Traffic departments of major vendors
to arrange routing.
Responsible for returns for year round company
owned retail stores, wholesale stores and web
based consumer returns
Managed 2-4 person crew in their logging, staging,
inspection and processing of all inbound returns.
Oversaw categorization of damaged returns and
creation of damaged sellable orders.
Responsible for developing SOP's for returns.
Conducted annual evaluation to find means of
streamlining the returns process
Responsible for process analysis to result in 5%
reduction in labor needs annually.
Prepared reports for merchandising, web and
wholesale departments showing percent damaged
versus total shipped quantities per fiscal year.
Projects
Evaluated dunnage materials and processes
Arranged testing for dunnage solutions.
Conducted performance and cost analysis of dunnage
solutions.
Provided dunnage solution to show 30% reduction in
material costs.
Two years realized cost savings over $150,000.
Assisted in development of a picking metrics
program
Analyzed picking procedures to find equitable
measurements to compare multiple types of picking.
Assisted in development of system for point system
breakdown to measure picking accuracy and volume.
Ran daily, weekly, monthly and yearly reports
using SQL to compare production volume for retail,
wholesale and web based picking crews.
Developed Gift Wrap program for Web based division
of seasonal retailer
Performed analysis in order to develop an
implementation plan using only equipment and
personnel that are already in place.
Performed cost analysis to determine profit
margin.
Developed SOP for gift wrap of web based orders.
Gift wrap program paid for itself in one fiscal
year and showed profit. Original plan was to
amortize costs over 5 years.
Achievements
Oversaw the creation and evolution of a wholesale
distribution segment of retail only distribution
center.
Reduced picking labor each year while increasing
production output through process evaluations and
increased training.
Reduced wholesale customer complaints of second
hand goods by working on a mirrored pick bin
system to keep wholesale goods separated from
second hand goods sent to company owned retail
stores.
Decreased turnaround time for wholesale order
fulfillment leading to daily order builds instead
of weekly order builds.
Reduced level of defective merchandise in
inventory through new quality assurance checks.
CALENDAR CLUBS L.L.C. 2003-2004
RETURNS SUPERVISOR (June 2004 to January 2005)
Responsible for logging daily receipts of inbound
returns.
Inspected returns to determine category of defect:
damaged unsellable, damaged sellable 25% off, 50%
off or 75% off, or good product to return to
inventory.
Oversaw growth of the department from one to three
employees.
WHOLESALE CUSTOMER SERVICE REPRESENTATIVE
(February 2004 to June 2004)
Handled high dollar customers and special needs
accounts.
Processed all return requests from customers
including generation of RMAs using UPS Worldship.
Processed orders from industry trade shows.
Generated sales through upselling during customer
inquiry calls and emails.
CUSTOMER SERVICE REPRESENTATIVE (October 2003 to
February 2004)
Answered inbound sales calls in a high volume
seasonal call center.
Worked to resolve customer order problems under
multiple high pressure deadlines.
Answered, on average, up to 60 customer service
emails per day in addition to an average of 80
sales calls.
Resolved escalated calls without supervisor input.
Major Projects/Achievements
As a seasonal employee processed a two year
backlog of customer communications for company
dating back to the previous owner.
Education BA, Literature, University of Texas, Austin
Professional Completed seminars in traffic, safety, employment law,
leadership and effective communication.
Technical Advanced proficiency in Microsoft Office: Word, Excel,
Powerpoint, SQL, Label Matrix, company certified on PE,
dockstocker and sit down forklifts, Adobe Suite
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