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Customer Service Manager

Cordova, Tennessee, United States
October 26, 2016

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Ronnie Hensley **** Macklowe Cove Cordova TN *****


As a Global Supply Chain transportation professional it is my objective to pursue a common foundation and standard of excellence among companies and their carriers to obtain the most economical and reliable source of transporting products. My background and experience will provide a complete transportation management approach to include project based needs such as analysis, processes and execution for negotiations and carrier selections.


2004- 2015 International Paper Memphis TN

Motor Carrier Manager (MCM) reporting to the Transportation Administration Manager.

As a Manager in the Global Supply Chain Operations my primary responsibility was providing truck load and intermodal capacity to International Papers primary mills, Distribution Centers and Container Plants, while improving services and lowering cost. My position provided me with the opportunity to work different projects with the various business groups and being responsible for the transportation and carrier performance at approximately 13 different paper mills, two RDC’s and approximately 35 different container plants.

Working with the different stakeholders such as mill personnel, sourcing buyers, Strategic Service groups, and external customers and carriers has helped me develop processes that has allowed me to be successful obtaining goals such as OTD improvements, lowering cost, increasing e commerce compliance and correct mode shifting opportunities.

Completed numerous sourcing events saving International Paper $14.1MM (2009/2015). Lead the MCM’s Employee Engagement Impact team.

Global Supply Chain Academy participant

1994-2004 Coastal Unilube Memphis Tn

Director of Transportation

Reported directly to the President and CEO. Primary responsibility consisted of managing our Customer Service, Distribution and Transportation Operations. Responsible for negotiating freight rates and service requirements for all modes of transportation (truckload, intermodal, and LTL) for both inbound and outbound raw material and finished goods.

Assigned all volume awards, prepared and maintained all routing guides and carrier performance appraisals.

Developed a core group of carriers successfully administering a 15 million dollar transportation budget while keeping cost 12% below national averages (CPM) and increasing OTD from 94.5% to 98.7%.

Responsible for budget preparation and control.

Managed a 50 employee, 250,000 square foot Distribution Center. Processing over 16,000 orders annually.

Managed all phases of our customer service program from order entry to customer delivery. Interfaced with both internal and external customers (ie. Sales, Manufacturing, Customers).

1992-1993 Vollrath Group Inc Galloway Tn

Warehouse/Traffic Manager

Direct report to the Vice President of Customer Service with primary responsibility of warehouse and transportation operations.

Processed over 22,000 shipments annually via LTL, intermodal and truckload. Managed a 16 person, three shift operation in a 200,000 square foot warehouse. Implemented standard operating procedures increasing productive by 8% resulting in a overall operating cost of 5% under budget.

Responsible for price negotiating and carrier selection, reducing freight cost by 10%, increasing OTD by 7% and reducing lead time by 20%. Responsible for budget preparation and control.

Implemented a carrier performance and appraisal guidelines. Rated and audited freight bills and processed freight claims. Prepared and administered employee performance appraisals. 1983-1992 Baxter Healthcare Corporation Memphis TN Assistant Warehouse Manager

Inventory/Transportation Manager

Direct report to the facility manager.

Member of the Volume Purchase Council responsible for freight contracts, negotiations and carrier selections for 88 facilities.

Prepared and administered a 6.5 million dollar transportation budget. Coordinated activities with our core carrier base to provide required transportations services at the least cost to serve, inclusive of carrier performance program. Served as the Quality Leadership Process Trainer and Coordinator. Chaired quality working teams with success in reducing lead times, discrepancies, and improving productive resulting in an approximate two million dollar save. Prepared annual operating budgets, responsible for project work such as procedure writing, cost analysis and training.

Increased loading cube capacities to reduce transportation charges by one million annually.

Worked directly with our private truck operations to enhance overall usage. Our private truck operation ran approximately 300 trucks.

Managed a 500,000 square foot, 65 employee three shift operation warehouse. During my tenure I received Baxter’s Cost Per Hundred Weight Improvement award, Best Overall Transportation award and the Commitment to Excellence award. 1976-1982 Baxter Healthcare Inc North Cove, NC

Warehouse/Transportation Supervisor

Hired, trained and managed warehouse and transportation staff. Routed orders, prepared bills of lading and transportation reports. Scheduled daily loading and unloading.

Responsible for both inbound and outbound transportation. Managed 2 employees.

Managed a 208 fleet of leased railcars.

Prior positions with Baxter: 1973-1976 Payroll Supervisor, 1972-1973 Material Handler

Personal: Married with two children, enjoy playing golf. Education: BS, Business, Tusculum College, 2006, Diploma, Computer Programming, Electronic Computer Programming Institute, 1971,

Professional Groups: Former member and past Director, Associated Transportation Club, former member, Council of Logistics Management.

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