Customer Service Manager

Kenneth Hutson

*** ******** ****. • McDonough, Georgia 30253

Home 678-***-****• Cell 404-***-**** • **********@*****.***

Distribution/Logistics/Transportation Management

Accomplished in developing effective processes and directing complex distribution, production, logistics and transportation functions for multimillion dollar operations and projects. Excel at coordinating tasks of numerous internal departments and external transportation partners to ensure time sensitive customer freight is delivered timely and accurately. Proven track record of reviewing freight scheduling, workflow, resource allocation and procedures to streamline operations. Review and update manual or inefficient methods by using modern technology, converting manual processes to computer driven and scanning capability to improve operations efficiency and productivity.

Areas of Expertise:

● Leadership/Management/Problem Solving ● High Impact Communication

● Cross Organizational Team Building ● Technical Leadership

● Internal/External Customer Coordination ● P & L Budgeting Cost Containment/Analysis

● World Class Customer Service ● Mentoring/Training

● Process Improvement ● Project Management

Professional Experience

General Manager- Angelina’s Online Boutique

July 2011-present

Since early retirement in 2011 I co-founded and e-commerce business. My responsibilities are; oversee a staff of 5 part-time employees and all areas of the processing and fulfillment of online orders:

1) Receiving ordered goods. QA inspections.

2) Order processing, packing/shipping.

5) Customer service, shipment tracking, P&L.

The operation has grown annually and we now have a net profit of $140,000 per year.

My annual salary has been 25% of net profit, $35,000 this year.

I am leaving to make more money and benefits.

Army and Air Force Exchange Service (Atlanta Distribution Center)

Senior Logistics Operations Manager, 2004 -2011

Led a team of 14 direct reports and 125 logistics personnel spanning all distribution and transportation operations to create a team which exceeded productivity, improved processes and customer on time, accurate deliveries. Oversaw our International Traffic Management Office and Continental US Transportation Operations. Oversight of order processing, shipping activities, dispatch, routing and tracking. Utilizing our own fleet and 3PL transportation for safe, prompt and accurate delivery of supplies, equipment and merchandise via land, rail, sea and air. Directly involved with International Traffic Office for rail and sea bookings and documentation, expediting and tracking time sensitive shipments through this extremely complex process to ensure timely and accurate deliveries to the customer’s locations. Built a strong team of leaders and structured mentoring for keeping our “bench” ready to progress into more responsible positions.

Key Accomplishments:

● Contributed to center’s order accuracy and on time delivery improvement to 99.5% and 99.1% respectively, by quality assurance checks and improved dispatch, driver and customer coordination.

● Led a team of Corporate IT Professionals, DC experts and Store Personnel to replace our outdated manual Reverse Logistics operations and replace it with integrated database of item pricing, invoices from stores, scanning in products and automatic store account updating.

● Our International Traffic Management Office won the Southern Distribution and Supply District Conference (DOD board) Award for Excellence 5 consecutive years for accuracy of documentation, meeting booking deadlines and positive partner feedback.

● Initiated and led our Distribution Center Mentoring Program. Developed curriculum, assigned experienced Senior Managers as mentors for deserving hourly associates who passed performance standards and recognized as potential leaders. Out of 14 candidates, 8 completed the program and were placed into entry level supervisory positions.

Army and Air Force Exchange Service (Waco Distribution Center)

Distribution Center Area Manager, 1993-2003

Managed these different areas of the Distribution Center, Inbound Operations, Storage and Put Away, Cross Dock Shipping. During my first 3 years as Inbound Ops Manager we averaged 40 trailer/container loads of freight to be received and put away each day. I oversaw 5 lower graded Supervisors monitoring scheduling of deliveries, assigning priorities for receipts of commercial LTL shipments, dropped trailers and containers with hot freight of items that were out of stock. Monitored and reviewed various status reports for receipts and helped supervisors resolve issues and held them accountable for 2 day processing goal. Cross Dock Shipping was a new program and I was assigned to run it. My team and I leased a commercial warehouse space off site to handle the additional workload. Our organization, productivity and timely shipping made the Cross Dock operation a huge success. Large orders for specific customer locations were coordinated to ship direct from vendors to the stores on equipment returning from deliveries empty, better utilizing our fleet. While managing our Storage and Put Away Departments I created a second shift to make sure all new receipts were in stock prior to customer ordering. The cost was well worth the increase in our fill rates and customer satisfaction.

Key Accomplishments;

● I was instrumental in unloading and processing a backlog of trailers/containers that built up before my arrival by increasing temporary staffing, enforcing productivity standards, making overtime mandatory when necessary.

● Directly responsible for increasing our Center’s order fill rate from a daily average of 92% up to 98% by identifying out of stock receipts and pushing them through the work processes, system updates and location put away making them available for ordering.

● Initiated and set Standard Operating Procedures for Cross Dock DC By-Pass Program. This program saved an average of $1.2 million dollars in transportation and DC processing costs annually.

● Chaired the DC Safety Committee which reviewed all material handling equipment accidents and any non-MHE accidents that resulted in lost workdays.

Army and Air Force Exchange Service (Atlanta Distribution Center)

Warehouse Supervisor/Manager, 1984-1992

After working my way through the ranks, warehouse worker, MHE operator, warehouse area lead, warehouse workload coordinator, I was promoted to supervisor in 3 years, 2 years later I was promoted to Warehouse Manager. I managed various warehouses with multi-operational departments. Effectively accessing workload requirements, scheduling resources, coordinating and planning and executing various re-warehousing projects to improve efficiency, eliminate redundancies and increase productivity.

Key Accomplishments;

● Became proficient at workload coordination, staffing, warehouse layouts to maximize productivity and accuracy. Initiated ongoing, quarterly inventories to keep warehouse balances accurate.

● Successfully ran our two Seasonal Programs (Christmas Toys and Outdoor Living) by working closely with Purchasing to properly forecast and prepare for workload volumes.

Education & Training

High School Diploma, Forest Park High School

Professional Development;

● The Art of Customer Service ● Leadership and Supervision ● Advanced Supervisory Management

● Finance and Accounting ● Distribution Operations ● Management Skills Teambuilding

● Performance Management ● Strategic Planning ● Advanced Project Management

● Problem Solving/Resolution ● Embracing Supplier Diversity ● Senior Management Development

Awards and Recognition;

Awarded The Commanders Medal of Excellence 2007

5 Superior Accomplishment Awards 1985, 1988, 1997, 2000, 2005

7 Excellence Achievement Awards 1984, 1992, 1995, 2002, 2006, 2009, 2010

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