Customer Service Manager

JOHN FRANKLIN JONES

**** ****** **., ********, ** 27012 C: 336-***-**** *******@*****.**.***

Summary

Experienced logistics professional versed in all operational and financial aspects of logistics management, quality control,

inventory control, fleet management, and customer service.

Highlights

Global logistics Customer service-oriented

Inventory tracking Results-oriented

Ground and air transportation Budget management

Inventory control Vendor management

Warehouse and fulfillment Rate negotiations

Cost reduction Logistics network analysis

Experience

Operations Manager, Warehouse Operations 05/2015 to 12/2015

Fleetgistics Orlando, Winston-Salem, FL, NC

Handled the operations of third party logistics (3PL) for same day ordering route delivery with emphasis on

customer service while maintaining minimum 30% margins and data capture for deliveries.

Recruiter and HR facilitator for the 3PL contractors and was responsible for the setting

of the monetary settlements due them for the routes. Re-planned routes to make them more cost effective.

CSR, Warehouse Supervisor 06/2013 to 05/2015

ABT Power Management Greensboro, NC

Handled dispatch for thirty-three (33) technicians.

Closed work orders and prepared customer invoicing for three hundred (300)+ clients.

Involved in planning and scheduling installs for new and existing customers.

Scheduled all service work and preventative maintenance work including special projects.

In charge of eight of the top ten major accounts in the company.

Compiled five reports for the Monthly, Quarterly, and Yearly Business and P&L Review.

Schedule, accountability and reconciliation of sub-contractor duties.

MRO Procurement Specialist 02/2012 to 06/2013

Entec International Kernersville, NC

Point of contact for four (4) Caribbean and Central American factories handling MRO and general order requests.

Processed an average of eighty (80) requests for quote per month. Followed up on all supplier deadlines and

generated customer reports for 96% on-time delivery.

Showed a yearly cost savings of at least 8% to each customer while maintaining 27% profit margins.

Liaison for exporters and set up shipments internationally.

Performed customer and vendor correspondence.

Processed an average of seventy (70) purchase orders from the eighty (80) requests for quote resulting in a 87.5% hit

average per quote.

Each quote averaged eight (8) line items with approximately five suppliers quoted per line.

Field Service, Warehouse Manager 10/2009 to 02/2012

Dish Network Charlotte, NC

In charge of employee group of eighteen (18).

Employee scheduling, daily work dispatch and route planning.

Safety representative for successful safety committee.

98% field quality assurance following strict company guidelines for appearance and workmanship.

Disciplinary actions, coaching and improvement planning with all employees.

Reconciled warehouse, van inventories as well as ordering the weekly warehouse inventory after projecting needs.

Service Manager 10/2005 to 11/2009

Amarr Garage Doors Kernersville, NC

Responsible for DC, inventory levels, sales, order projections, ordering, and cycle counts.

Scheduled employee hours, daily delivery schedule, and employee goals.

Made sure all progressive training was completed.

Operations Supervisor

United Parcel Service Winston-Salem. Charlotte, Greensboro, Wilkesboro, NC

Worked the am morning shift and pm reload shift as a part time employee learning all jobs.

Various jobs as an air pickup and delivery driver and an air shuttle driver to airports.

Drove delivery routes gaining knowledge and experience as a cover driver of twenty-four different routes in five

counties.

Offered a job as an operations supervisor where I expanded my skills base and grew to lead three different driver

groups and two inside shifts. 98.7% positive KPI rate overall.

Responsible for dispatch, load planning, and route setup.

In charge of successful safety committee that had gone from having one of the worst records in the district to

the number one safety committee in the district. Result was a .07% frequency rate (One instance).

Maintained major accounts and developed the professional relationships with our customers.

Education

Associate of Arts: Business Administration

DCCC Thomasville, NC, USA

Business Administration

Appalachian State University Boone, NC, USA

Interests

Worked with Christian based organizations such as Samaritan Ministries and Carolina Cross Connection.

Helped with the volunteer effort at Reagan High School in Pfafftown, NC to get the football and softball fields as well as

the track in shape upon the opening of the school.

Worked with various organizations on building or rebuilding projects related to people who could not afford services with

Hurricane Katrina, Hugo, and Floyd.

Volunteered as a football coach for two area Pop Warner organizations for a total of five years.

Skills

Inventory: Proper inventory control and cycle counts on a weekly, monthly, quarterly and yearly basis.

Customer Care: Maintaining accounts through customer service visits, professional relationships, invoicing and

account collection.

Computer skills: Microsoft Windows: Office, Excel, Word, Outlook, Outlook Express, Adobe, Power-Point,

QuickBooks, Oracle.

Warehouse: function, organization, work tracking, and contractual work.

Staff: accountability, metrics and goal orientation, basic HR.

Sub-Contractor: Negotiating contracts and accountability for work and billing.

MRO Procurement: Worked on an SAP type system

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