Customer Service Manager

STEVEN ATOR

Hudson, OH • 330-***-**** (Cell)

*****.*.****@*****.*** • https://www.linkedin.com/in/steveator

LOGISTICS MANAGER DISTRIBUTION MANAGER

Logistics/Distribution and Operations manager with proven results in retail settings. Expert at establishing procedures and processes for third party vendor management and customer service. Known for expertly monitoring, reviewing, and approving contracts and agreements for execution and renewal as well as inventory management and warehouse administration. Held P & L and budget accountability. Demonstrated competencies include:

E-Commerce

P & L

Fulfillment

Negotiation

Operations

Vendor Management / Compliance

Logistics

SAP Warehouse Management

Inventory Management

Productivity Standards

PROFESSIONAL EXPERIENCE

JO-ANN STORES INC. Hudson, OH 2005 to 2015

Retailer of fabric and craft supplies with 850 US stores and approximately 25,000 employees.

Manager, Third Party Logistics & Vendor Compliance

Managed E-Commerce Fulfillment for Jo-Ann.com /Omni Channel in support of $97 million sales volume. Supervised 8 team members. Reported to Vice President of Supply Chain.

Met key operating goals including quality, timeliness / service level, data capture and expense resulting in improved customer experience in delivery time and order fill rate.

Held P&L responsibility for $24 million third party logistics and $2.6 million vendor compliance budgets. Consistently met company budget expectations as percent of sales.

Managed all new store and remodel projects/processes for the Supply Chain/Logistics. This included scheduling and monitoring all shipments of store inventory and fixtures with DC’s, Stores, vendors and project management.

Managed Jo-Ann Stores relationship with multi-site vendor for fabric double folding operations, distribution, repacking and warehousing.

Negotiated third party logistics contracts including pricing, capacity, service levels, exceptions and quality which resulted in improved contract SLA’s, expense control and business security.

Led the implementation of SAS4000 into the fabric double folding vendor facilities. Project management of new WMS system to improve visibility of Jo-Ann fabric inventory throughout vendor’s operations.

Improved customer service visibility and vendor accountability by implementing operating processes to ensure efficiency, quality and data capturing of third party operations.

Managed Vendor Compliance for Jo-Ann Distribution Centers, Vendor shipments, and Merchants. This included setting direction for all import and domestic vendors regarding packaging, labeling, shipping communication with the stores.

OFFICEMAX, Cleveland, OH 1998 to 2005

Office supplies retailer currently a subsidiary of Office Depot, Inc.

Operations Manager (1999 to 2005)

Managed $4.8 million inventory in support of $38 million sales volume. Managed all financial controls and performance results for $8 million annual budget.

Led the implementation and conversion to SAP Warehouse Management and RF System.

Headed all facets of operations to ensure proper selection, packaging and shipping of products to customer for timely delivery.

Developed and monitored performance goals and objectives for 70 Associates and up to 30 temporary Associates.

Improved customer service by developing and implementing productivity & accuracy standards and conducting effective follow ups.

Reduced product damage and team member injuries through the implementation of processes, procedures and training on safe work practices.

Managed facility technical needs and equipment maintenance; served as first line of contact for IT, communication, security, systems and mechanical issues.

Coached, counseled and motivated associates to attain optimum performance which resulted in improved retention and succession planning.

Evaluated and developed operational policies and procedures to ensure efficient and effective processing of delivery orders, control of damages, errors and mispicks and excellence in customer service levels.

Analyzed projected sales / deliveries and planned for adequate staffing and equipment while meeting budgets.

Prevented shrinkage and shortages by developing and maintaining inventory / security controls.

Logistics Project Manager (1998 to 1999)

Performed audits, created systems and designed operational procedures across multiple distribution sites.

Great Lakes Regional Sales Service Manager for HILTI, Inc., Cleveland, OH 1983 to 1998

EDUCATION

BS, Production & Operations Management, Fischer School of Business

The Ohio State University, Columbus, OH

TRAINING & CERTIFICATIONS

SAP 4.6C Warehouse Management Certification

SAP Group Timekeeper Certification

Forklift Truck Safety – Train the Trainer Program

Gung Ho Management Seminar

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