Customer Service Manager

Location:

Edmond, OK, 73012

Posted:

September 11, 2016

Contact this candidate

Resume:

Del Thompson

***** ***** *****

Edmond, OK *****

**********@**.***

Cell: 405-***-****

PROFESSIONAL OBJECTIVE

I want a career that will become my vocation. A career that will provide me with a purpose: physically, spiritually, and financially. I want to be energized about doing something great and achieving goals that are difficult. I want fulfillment.

BACKGROUND SUMMARY

A dynamic leader with strong emotional intelligence and excellent communication skills.

Twenty-two years experience with distribution, warehouse, inventory and supply chain.

Five years experience in the manufacturing industry.

Twenty years manager/supervisory experience; nine years in a Union Workshop.

Directed all aspects of a warehouse, distribution, manufacture and inventory operation.

Knowledgeable about HACCP, SSOP, GMP, and other USDA governmental regulations, and AIB.

Help define policies, procedures, Q.A. plans, execution plans, cost reduction, and other departmental goals and strategies; helped build the infrastructure to carry them out.

Background includes hiring, training and motivating employees for distribution, manufacturing, warehouse, and inventory operations.

Educated in RetailOps, JD Edwards, AS400, Midas (Legacy), SCM purchasing, and Red Prairie (DLx) inventory management control systems.

Extremely experienced in Microsoft Office.

Experienced in customer satisfaction and on-going sales.

PROFESSIONAL EXPERIENCE

Charlie Bean Co., Oklahoma City, OK 2016 – Present

Vice President of Distribution

Responsibilities include identifying and implementing industry best practices in distribution to drive efficiency and operational effectiveness. Manage the fulfillment and distribution activities in a high turn environment while driving operational excellence and best practices to improve quality, service, cost, and safety. Create and implement continuous improvement initiatives that reduce cost of operations and improve service level, capacity, productivity and quality. Oversee all hiring, development and retention of staff to include the highest quality individuals to support continuous improvement and future growth of the business. Build upon and maintain strong relationships with our vendor and supplier community. Enhance the development of the DC management infrastructure, and foster a positive, collaborative relationship with peers and support groups. Further develop and enhance the strategic business plan to accomplish the established growth and profitability objectives. Review and ensure appropriate financial metrics are monitored and proper fiscal controls are in place to maximize cost savings.

Accomplishments:

Increased DC capacity by 50%.

Reduced operational packaging cost by 40% by implementing new production procedures.

Directed the search, collaboration, and implementation of a new WMS/SCM system.

Built partnerships with new suppliers to reduce package cost by 8%.

Negotiated the purchases for new material handling equipment.

Built relationships, during our implementation of our WMS/SCM program, with our multi-channel partners, Wal-Mart, Ebay, Amazon, Jet.com, Channeladvisor.

Del Thompson Page 2

Orange Leaf Yogurt, Oklahoma City, OK 2013 – 2016

Supply Chain Director

Responsibilities include overseeing all operations of the distribution operation. This includes shipping, receiving, storing, replenishing, and selection of product. My responsibilities include ordering all PO’s and arranging transportation for all shipments to and from the warehouse. I am also responsible for managing the dispute of all claims for credit from vendors and franchisees. I am also the facility manager and have to work with the landlord of the property to determine responsibility for repairs based on our lease agreement. I am responsible for all employees at the warehouse and their daily functions. We have over 300 stores domestic and international. I am responsible for procuring all transportation and product for all stores. I am the main contact for all our vendors and franchisees at the warehouse. I also oversee the daily operations of our apparel shipments from the warehouse. My responsibility is to execute the goals of the Executive Team throughout Head Quarters, our departmental teams, and our system of franchisees. I am a member of the Product Development Team. This team works to develop new flavors and products to the system and implement an execution plan to ensure they are received on time.

Accomplishments:

Reduced warehouse labor from six selectors to one. I did this by purchasing 3 refurbished electric pallet jacks to replace the manual ones being used. I also purchased a refurbished forklift as replacement for the under performing one that was in use.

Reduction of labor was possible because I reset the entire warehouse layout to make if more efficient for selection and put away.

Reduced shrink from $245,000 at the end of 2013 to $16,500 for the end of 2014. I did this by reducing our minimum buying requirements for all perishable items and stream lining the purchasing process and lead times.

Reduced our freight charges to all franchisees by bringing UPS ground and freight shipments to our portfolio. This competition forced our 3PL to reduce their cost as well. We are seeing an average of 10% savings on all orders.

Helped create a new LTO (limited time only) process for all new flavors introduced to our franchisees. This process reduced our overstock and shrink and helps ensure the stores receive their allotted cases on time.

Reduced our cost per case for international shipping from China and to Australia by maximizing our containers and comparing shipping lanes and steamship lines.

Responsible for all customer service to the franchisee from the warehouse. I am in constant communication with all franchisees and their managers. Customer service is a large part of my daily responsibility.

Associated Wholesale Grocers Inc., Oklahoma City, OK 2004 – 2013

Inventory Control Manager/ System Administrator

Responsibilities include managing an inventory worth sixty-eight million annually. Our inventory contains roughly twenty thousand different grocery items from dry to perishable to frozen. I manage a crew of eight inventory clerks, two slotting specialist, and two inventory supervisors. I am responsible for training all new warehouse supervisors on procedures and system functionality. I work with interdepartmental senior management and other departments to help plan, direct, organize and coordinate inventory movement. Responsible for all warehouse moves and restructuring of warehouse aisles and product placement. I also deal with customers on inquiries and complaints in regards to inventory supply and dating. I am also the System Administrator, designated to teach the OKC division our new Warehouse Management System (DLx) supported by Red Prairie. Responsible for the daily operations of the OKC Division warehouse management system.

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Accomplishments:

Reduced AWG’s bi-annual inventory audit from a 2.35 error rating to a .019; the lowest in Oklahoma City history.

Reduced the Inventory departments overtime to zero, by cutting personal and reorganizing the schedule of all employees.

Helped increase hourly productivity 15% for the selectors by organizing the warehouse to make it more efficient for selection and fork operations.

Reorganized six warehouses while operation continued.

Increased inventory accuracy reduced customer order errors by 75%.

Elected to the WMS implementation team for installation of the new Inventory Management System for all divisions.

Moved six warehouses twenty miles across town into our new facility, while operations continued.

820,000 sq. foot warehouse that ships out 150,000 cases on average daily

Evaluate, train, promote, and discipline all inventory personnel.

Setup our current cycle count procedures and schedules to maximize our productivity and accuracy.

ACH Food Companies Inc. Oklahoma City, OK 2003 – 2004

Distribution and Warehouse Manager (OKC Facility Closed)

I was responsible for the logistical and transportation functions of all domestic and foreign shipments.

I was responsible for all warehousing services and inventory control of over 600 different items in two separate warehouses. I worked with the interdepartmental senior management and other departments to help plan, direct, organize and coordinate all product transfers for shipment. Coordinate and maintain a strong business relationship with national logistics brokers and local carriers. Analyze distribution plans and processes with relations to cost efficiencies. Supervise a crew of 15 employees, evaluating and delegating responsibilities, and monitoring work performed. Analyze warehouse utilization to maximize pallet space for optimal usage. Investigate all customer complaints.

Accomplishments:

Monitor freight status and load appointment, reducing demurrage charges by 15% with faster loading cycle times.

Investigate customer service status, maintaining a service rating of 100% for P8. First time ever for Oklahoma City.

Improved employee efficiency and outbound cycle times by 25%.

Increased plant service rating by an average of 1.5% per period.

Manage distribution of more than 600 loads a month on average.

Responsible for all inventory functions and our yearly audit.

Asked to run our Champaign, Illinois warehouse.

Del Thompson Page 4

EDUCATION

BA, West Texas A&M University, 1999

Canyon, Texas