Customer Service Manager

MATT OSLEY

*** ****** ***** ****: 610-***-****

Bethlehem Township, PA 18020 Cell: 570-***-****

Email: *******.******@*******.***

SENIOR OPERATIONS EXECUTIVE

A progressive operations management professional with a seasoned background in the Distribution & Logistics industry. Significant Project Management experience in start-up operations of big box, fortune 500 retail leaders. Recognized for building high performance teams, operational excellence, driving change, and ensuring continuous improvement. Key areas of expertise include:

Reverse Logistics Strategies

Reprocessing & Redistribution

Inventory Control Methods & Management

Standard Operating Procedure Development

Process Development / Improvement

Strategic Planning

Key Performance Indicating

Demand Planning & Forecasting

WMS Software Implementations

User Acceptance Testing (UAT)

Metric Analysis and Measurement

Health & Safety Management

Effective Change Management

Project Management Methodologies

Purchasing & Procurement

Lean Management

Value Added Services Management

3PL Logistical Partnership Management

PROFESSIONAL EXPERIENCE

Senior Operations Manager – Penske Logistics 8/2014 – present

Managing 3PL Distribution Center Management and Direct Contract Carrier accounts for BMW, Knoll Furniture, Whirlpool, and JLG/Oshkosh consisting of over 440 employees with over $36.5M in annual revenue, and pretax profits within the range of 9% to 18% annually. Assisting in the development of strategic and financial business planning, continuous improvement projects, and safety initiatives. Ensuring direct reports are in alignment with company vision, goals and objectives.

Successfully managing 3PL/Client relationship for all accounts.

Managed flawless start-up of JLG Oshkosh DC in Chambersburg, PA

Consultant-Quintessential Logistics Solutions 4/2011-8/2014

Provided a full suite of logistics solutions for various customers via cost effective consulting services. Facilitated 3PL Freight Brokerage contracts and services for Truckload, LTL, Heavy Haul, Flatbed, Rail, Ocean and Air shipment throughout the United States and Canada. Offered distribution and warehousing consultancy which consisted of on-site assessments of operations to include process mapping, Standard Operating Procedure development, benchmarking, key performance indicating, warehouse layout, and material handling systems.

Furnished timely deliverables and actionable recommendations to customer’s executive management staff.

Provided clients with a complete understanding of where short, medium and long term opportunities for improvement existed; and which options were the most cost effective.

Ensured quality customer service and facilitated tangible, cost reducing logistics solutions.

Director of Operations-The Charmer Sunbelt Group 3/2008-9/2010

Recruited from GENCO and reporting to the CFO, led all Warehousing & Distribution activities for two of the company’s wine & spirits wholesale distributors, Capital Wine & Spirits in North Wales, PA, and Washington Wholesale Liquors in Washington, DC. ($160M in combined revenue) Responsibilities included P&L, Facilities, Customer Service, Inventory Control, Accounts Receivable/Payable, Purchasing, Daily Service Delivery, Fleet Management, Security, Strategic Planning, Process Improvement, KPI Development and Inventory Control.

Key player in the WMS implementation and transition to SAP (E sourcing on-demand solution / ERP)

Recognized by senior management for outstanding job performance and received increased responsibilities to direct the distribution & warehousing operations in Washington, DC.

Provided structure, professionalism, discipline, and cleanliness through the development and implementation of Standard Operating Procedures (SOP’s) and Best Practices.

Multiple site P&L financial and budgetary responsibilities.

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Operations Manager-GENCO/Johnson & Johnson distribution 5/2007-3/2008

Managed 3PL start-up operations of a 1.5 million sq foot, automated warehouse distribution center. Implemented Red Prairie WMS system and facility wide cross-functional projects. Developed performance metrics and Standard Operations Procedures for all functional areas. Maintained cross-functional and cross-cultural relationships throughout various managerial levels which improved metrics and overall performance. Developed standardized Training Matrix for all distribution centers. Managed the 3PL client/partner relationship and attended off-site executive meetings as necessary.

Recruited, trained, and developed management team and key personnel.

Led Domestic Distribution Process Standardization Teams.

Operations Manager-Advance Auto Parts Distribution 1/2005-5/2007

Managed start-up operations of a 780,000 sq foot, fully automated, 24 hour 7 day, high volume warehouse distribution center. Maintained the integrity of a $40MM inventory with over 60,000 SKU’s. Responsibilities included forecasting, labor management, capacity planning, quality, purchasing, and inventory. Ensured consistent adherence to SOP’s and Best Practices via effective progressive communication. Provided team members with constant feedback on performance and areas of improvement; this included conducting interim and annual performance reviews. Assisted in the development of distribution module to support e-commerce web site and on-line initiatives across multiple functional areas of organization.

Recognized KPI’s as success metrics relative to website performance, such as: Traffic, Stickiness, Conversion and Customer Retention.

Achieved “Rank & Rate” rating of # 4 out of 8 RDC’s within first year of start-up.

Consistently exceeded Fill Rate of 96% (98.3%) and Store Stock goal of 98% (99.3%)

Key player on the E-Commerce Implementation Team.

Transportation/DSD Fleet Manager- Chiquita Brands International 5/2003-5/2004

Managed the transportation, fleet, and Daily Service Delivery operations for the Mid-Atlantic region. Ensured adherence to FMCSR’s, DOT Regulations, and Hours of Service. Implemented random drug testing and driver safety initiatives. Created both dynamic and static routing schedules. Managed fleet of twenty-five trailers.

Exceeded backhaul requirements, reducing freight costs by 22%

Implemented PM program; reducing service disruptions by 36%

Operations Manager - IMS Health 8/1998-1/2003

Operations Supervisor/New Store Coordinator - The Home Depot 2/1995-8/1998

Warehouseman / Supervisor / Warehouse Manager - Chesapeake Consumer Products 4/1987-2/1995

CORE & TECHNICAL COMPETENCIES

Developing High Performance Teams- Start Up-Multi Site-Industrial Safety- Budgeting & Cap Expenditures-Transportation & Fleet Management-Auditing- Labor Relations-Union Avoidance- Interpersonal Communication- Behavioral Interviewing- Key Performance Indicators- RF Device & UPC Bar Coding- Pick to Light- Voice Pick-OSHA-GMP-DOT-FDA- DEA Regulations- Static and Dynamic Routing

Software: Windows XP-Windows 7-Excel-PowerPoint-Word-SAP E-Sourcing -Red Prairie- Navis- Web-Based Routing & Scheduling-Manhattan-KRONOS-People Soft

CERTIFICATIONS & TRAINING

First Aid & CPR-HAZMAT-6 Sigma-Class I-V Forklift Train the Trainer-Blood Born Pathogen Awareness-Assertiveness Skills for Managers & Supervisors-Impact/Access Management Communications Strategies Program-Communicating Performance Standards-Civil Management-Psychology for Managers Levels I & II-Fundamentals of Supervision-Safety Management-Departmental Auditing- Cycle Counting & Inventory Control

EDUCATION

Ramapo College- Mahwah, NJ – Major: Business Administration 1984-1986

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