Customer Service Representative

Michael E. Kemper ********@*****.***

***** ******* ** *******, ******* 46514 574-***-****

Warehouse, Inventory, Distribution Management

I am a strong tactical leader & strategic partner with experience impacting organizational performance through skillful management of resources and continuous improvement plans. I can communicate effectively with all levels of personnel and corporate management, establishing collaborative team settings within dynamic operational platforms. I have been effective in cultivating and negotiating profitable partnerships with a strong focus on bottom line contributions. The teams I have lead always strive to ensure timely delivery of top quality products/services to clients, capturing superior levels of satisfaction and business retention. In cooperation with State & Federal agencies I have established and overseen Homeland Security, OSHA, DOT Safety & HazMat programs that have resulted in minimal loss time accidents and 0 Haz-Mat incidents.

Warehousing, Distribution & Operations:

Warehousing & Distribution Cost/Benefit Analysis

Major Turnarounds Relationship Building Regulatory Compliance Budget Planning/ P&L

Team Utilization Production & Business Process Improvement Programs

Risk Management Warehousing/Operational Process Streamlining

Policy/Procedure Development Strategic Planning ISO based Quality Management Systems

Distribution Change Management Outsourcing Procurement Purchasing

Shipping/Receiving Strategic Vendor Relations Inventory Management

PROFESSIONAL EXPERIENCE

Airxcel, Inc.

Operations Manager (2014 to 2015)

Coleman Mach – Suburban – MaxxAir

Distribution of Air Conditioners, Ventilation, Heating, Cooking Appliances

Responsible for the day to day operations of a 100,000 square foot Distribution Center to the RV Industry. RV roof top air conditioners, furnaces, water heaters, ranges, and ventilation fans along with all necessary sundries for complete RV Coaches.

Managed 25 direct report employees.

Major Projects

In November of 2014 coordinated and organized the moving of the operations from three 25,000 sq ft buildings to a 100,000 sq ft modern facility. This was accomplished in less than 45 days. The physical move took place in 10 business days. No customer orders were cancelled or delayed.

Improved order accuracy and overall customer satisfaction by reducing picking errors and having an on time delivery percentage of over 98% daily delivery rating.

Added new equipment, including delivery semi tractor trailers and forklifts while recovering the cost differences in fuel savings.

Implementation of Lean Processes and 5S

Universal Trailer Corporation

Material Control Supervisor (2013 to 2014)

Wells Cargo – Haulmark

Manufacturer of Cargo and Specialty Trailers

Responsible for the Indiana Distribution Center. This a large warehousing complex that supplies stock and crossed docked material to their locations around the country. Material includes aluminum extrusion, steel sub assembly parts, electrical harnesses and wiring, formed fiberglass parts, and wood products. All loaded onto flatbed trucks. Over one million pounds shipped in 2013.

Managed a staff of three and reported to the Vice President of Sourcing.

Major Projects

Totally re-developed the shipping and receiving process to improve accuracy in shipment and receiving by reorganizing the warehouse layout.

Assisted in changing the operating system to Epicor.

Reduced shipping cost by consolidation of shipments using more full truckloads and less LTL shipments.

Cequent Performance Products, Goshen, IN

Customer Service Representative (2010-2012)

Manufacturer of Vehicle Towing Products

Responsible for OEM to the RV industry and to the Ford Motor Company. Also Customer Service Representative to international customers around the world. Placed orders and oversaw availability of products needed to supply the manufacturing of RV, utility, and service towable vehicles. Oversaw the daily orders needed to supply Ford with products including brake controllers, trailer hitches, and electronic brake components.

Major Projects

Implemented a new process for International shipping to reduce delivery times to the customer from six months to less than one month.

Monitored and established processes for 100% unit fill on all international orders.

Reduced cost by combining orders for the Trimas Distribution Center in Australia, utilizing shipping containers and reducing LTL shipments.

Developed communications with established RV customers to allow them to follow their orders from the time they are placed until they are received.

Continued communications and training as established by Ford MP&L, exceeding Ford’s established SIM Metric resulting in no point reduction for the Tekonsha facility for more than one year.

Kem Krest Corporation, Elkhart, Indiana

Inventory Control Manager (2007-2009)

Tier One Automotive Chemical Supplier

Responsible for strategic & tactical multi-site automotive chemical & accessory warehousing, distribution & production process management. Problem solving, and trouble shooting quality issues, ensuring best practice safety and environmental procedures are followed and various other production/warehouse/distribution-related tasks.

Major Projects

Developed departmental improvement programs to ensure consistency and integrity alignment with goals of 100% On Time, Complete & Defect Free for Total Least Cost.

Coach and mentor warehouse staff on the delivery of performance metrics in a timely manner, including value stream mapping for waste elimination & continuous improvement.

Reviewed and prepared analysis of various daily, weekly & monthly cost, labor, on time, complete & profitability reports.

Facility utilization analysis to improve process flow, tact time of processes to improve efficiencies by 15% or more.

Assisted in the deployment of a new Quality Management System that Achieved ISO 9001:2008 Certification

Established health & safety program that improved OSHA recordable to 1 lost time accident from 8/07-2/09

Deployed 5S and visual management on warehouse floor for improved safety and performance

Established and deployed a cycle count program which is designed to eliminate annual physical inventories.

Operational Enhancements

Assisted in various continuous improvement projects. Provide appropriate updates to fellow team members of approaching deadlines and gather information to keep timelines updated that resulted in the following improvements:

oUnits picked per man-hour improved by 12%

oErrors per thousand reduced from 3.75 to .49

oCost per unit reduced by 8%

oReduction in cost for 2008 of $365k from budget

o20% reduction in workforce through process waste elimination

oFlexed workforce to support demand both positive or negative to maintain appropriate units per man-hour

oDeployed daily cycle count program based upon ABC analysis of sales and volume.

oInventory accuracy of 99.6%

Review departmental reports. Formulate, administer and enforce departmental policies and performance standards by providing data analysis, support, coaching & mentoring.

On time, complete, & defect free delivery of 99.89% for GM and 99.56% for Ford

Strategic Planning & Development

Review month-end profit and loss statements, statistical reports and variance analysis for accuracy, trends and improvement opportunities.

Based on data analysis set priorities for management team and provide guidance and assistance as needed to continuous improvement activities.

Provide oversight of multiple sites ensuring that the facilities are maintained in a safe, efficient and cost effective manner.

Beauty Systems Group. Greenville, Ohio

Receiving Group Leader (2001-2003)

Shipping Group Leader (2003-2005)

Inventory Control Coordinator (2005-2007)

Consumer Products Supplier

Chosen to oversee receiving dept. integration efforts for a $30M division following corporate acquisitions. Focused on the alignment of operations with enterprise standards and mission for a staff of 20. Provided overall direction to receiving team charged with targeting improvements in operations, master scheduling, capacity planning, purchasing, inventory management, logistics, customer service.

Major Projects:

Achieved successful restructuring of operations, building the new $30M division into a top corporate contributor.

Boosted profitability 19% through division-wide implementation of continuous improvements, resulting in successful consolidation of operating processes.

Slashed expenditures with the skillful centralization of operational processes, including consolidation of processes.

Vitalized operations while minimizing product defects with the introduction of Lean methodology.

Operational Enhancements:

Contributed to enterprise bottom line through establishment of standardized processes.

Fueled significant divisional enhancements, including improvements in Customer Satisfaction Index from 74% to 97% and on time delivery from 64% to 98%

Captured reductions in finished goods inventory shrink by 80% and transportation costs by 19%.

Strategic Planning/Development:

Secured additional revenues from existing customers by evaluating individual needs and recommending purchase of new and improved products/services.

Commanded consolidation of LTL, Truckload & third party logistics vendors

(Housing Industry)

Sales Rep. Ansonia Lumber Company Ansonia Ohio 1987 - 2001

Construction Supervisor, Miller Custom Homes, Greenville, Ohio 1985 - 1987

Construction Superintendent, T-K Construction, Brookville, Ohio 1982 - 1985

Oversaw multi-site, sales and construction operations. Developed and retained a top performing team of operations specialists.

Major Projects:

Served an instrumental role in product line repositioning efforts that resulted in top products recognition among competitors and added value to customers. Contributions included support of business unit leaders in devising new vision and strategic direction.

Operational Enhancements:

Led major operational enhancements, including reductions in sales order processing time by 70%

Successfully reduced overhead costs by 13%.

Captured 11% labor savings through continuous improvement.

Achieved on time delivery rates of 99% and complete delivery performance rates of 100%.

Elevated performance of personnel through coaching and mentoring on process measurement and improvement strategies.

Supported top performance through personal visits to customers & vendor sites, ensuring high levels of confidence and compliance with corporate standards.

Strategic Planning/Development:

Slashed inventory following creation and implementation of a site delivery program for JIT components.

Vitalized internal services and improved overall performance from 54% to 98% through development and deployment of training program and performance metrics.

EDUCATION/CREDENTIALS

Bachelor of Science – Criminal Justice

Cambridge Technical Int. Ohio State Police Academy

EMT

Good Samaritan Hospital - Dayton, Ohio

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