Customer Service Manager

Rick Firmand

**** **** ****** **. **********, Indiana 46077 636-***-**** ****.*******@*****.***

OPERATIONS MANAGER

Dynamic, experienced, goal focused operations manager and change leader with proven strengths in planning, process reengineering, operations, cost reduction, logistics and project management for top firms including UPS and $150M Summit Distributing. Can contribute immediately by managing turnarounds, streamlining warehouse & distribution operations, increasing efficiencies, implementing new systems/controls and enhancing morale to reduce costs & improve profitability.

Process Reengineering

Supply Chain

Change Management

Warehousing

Project Management

Cost Control

P&L

Transportation & Logistics

Work Experience

Uni-Select Auto Parts; Indianapolis, Indiana 10/2014-08/2015

Operations Manager

Full P&L responsibility for $1.5M facility to include customer service, returns and distribution operations, strategic and tactical planning serving Midwest region.

Improved e-commerce operating efficiencies increasing sales 15%

Increased sales $300,000 over a 6 month period through quality and service improvements.

Implemented Inventory processes, reengineered shipping and receiving layout and design, deployed new layout for e-commerce.

PLZ Aero-Science; Pacific, Missouri 11/2012-05/2013

Director Logistics and Transportation

Planned consolidation of three remote distribution centers. PLZ Aero-Science needed to reduce warehousing and distribution costs. Developed strategies for consolidating remote distribution centers in Florida, Illinois and California into centralized Missouri facility. Anticipate savings of nearly $1M annually at project completion.

Summit Distributing; Saint Louis, Missouri 04/2001 – 11/2012

Operations Manager

Reorganized warehouse to cut costs and improve service. Summit Distributing warehouse operations were disorganized and costly. Completely redesigned warehouse including layout, workflow, racking and expansion of cold storage. Cut labor costs 10% and improved overall efficiency and customer service levels.

Developed highly-successful incentive compensation program. Weak performance of Summit pick-pack operations was source of excess labor costs other problems. Designed and implemented unique compensation incentive plan to improve productivity and eliminate overtime. Improved both team morale and customer service.

Rick Firmand

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Installed “voice pick” systems to reduce errors 75%. 80,000 sq. ft. Summit Distributing warehouse had a history of excessive picking errors. Identified root cause. Sourced and evaluated new voice pick systems to improve accuracy. Managed implementation to cut pick errors from an average of 40 to less than 10 per day.

Education & Training

Bachelor of Science, Business Management

Illinois State University- Normal, Illinois

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