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Customer Service Manager

Location:
Indianapolis, IN
Posted:
January 28, 2017

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Resume:

CHARLES “TONY” GRANT **** Durham Drive, Indianapolis, Indiana 46220

317-***-**** (home) or 317-***-**** (cell)

acyi4v@r.postjobfree.com

Plant Manager/General Manager

Accomplished professional with 10 plus years of a successfully building and optimizing operational processes.

Skilled strategist who transforms strategic plans into workable solutions operational processes

Successful negotiator with proven record of reducing vendor costs while improving service

Articulate and experienced at communicating successfully with people at all levels of an organization

Versatile, solution-oriented leader and “hands-on” manager who is always looking for ways to increase revenue or cut expenses

CORE COMPETENCIES

*Organizational design and development

*Continuous process improvement

*P&L management/Scheduling and Planning

*Training and leadership development

*Managing multi-site operations

*Proficient with MS Office, ERP system, SAP R3 software, AS400, Windows, and WMS

PROFESSIONAL EXPERIENCE

IFCO Systems INDIANAPOLIS, INDIANA 01/2014- Present

On Site Manager

Recruited by Regional Manager to oversee operational functions of Distribution Center Site, including but not limited to full P&L, HR and Safety. Implement a lean strategy that could bring site in line with other IFCO sites.

Utilized KPI’s to make site financially successful within the first 6 weeks.

Successfully worked with peers and senior management to meet and exceed all goals for site within the first 3 months placing site among the best in the region.

Improved moral by implementing a continuous improvement system making jobs more efficient and tasks easier to preform.

Eliminated waste and streamlined production through a series of strategic personnel changes and an improved training program.

Worked effectively with Distribution Center senior management to improve the quality of service provided effecting a less hostile partnership.

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SHAMROCK MANUFACTURING ELKHART, INDIANA 10/2009-6/2013

Plant Manager

Recruited by Company President of a $15M privately held recreational vehicle parts manufacturer, to plan, direct, coordinate and assign all company assets fixed and unfixed as necessary, to meet aggressive production schedule.

Determined suitable crewing requirements, scheduled employees and worked with Human Resources to meet changing production schedules

Assumed full P&L and Budgeting responsibilities as well as procured required manufacturing equipment and parts.

Defined manufacturing performance standards and reviewed the outcome of performance goals to set future targets, by implementing various KPI’s and performance metrics.

Directed improvements in safety, product quality, service and cost efficiency utilizing lean methodologies 5s, 5why

Maintained up-to-date knowledge and information about technology and plant management best practices

Recommended and executed quality improvements for production and product quality

LKQ CORPORATION/KEYSTONE AUTOMOTIVE SOUTH BEND, INDIANA 6/2006-9/2009

Plant Manager

Recruited by Division VP of $2.5B publicly traded automotive recycling and aftermarket manufacturing company, with 40 plants nationwide, to oversee construction and operation of a new High Volume Automotive State of the Art Parts Plant.

Worked with engineers in design and construction of building; wrote all Standard Operating Procedures for 5S system; hired all new employees; developed metric system for scorecard; developed new training process; trained employees in-house; worked with comptroller to develop budget for capital expenditures, etc.

Oversaw all aspects of operations including management of 7 direct reports and 200 indirect reports; assumed full P&L responsibility in driving process improvements through the operation; improved operating performance of application processing, policy issuance, billing, and customer service;

Provided strategic direction and implemented strategic planning process enabling “voice of the people” data to be translated into product/service requirements, reducing planning time by 50%

Realized $2M in cost savings through implementation of an employee suggestion system

Reduced wasteful practices by implementing and utilizing lean manufacturing operational systems including best practices, continuous improvement and six sigma resulting in margin increases of 3%

FREIGHT MASTER LOGISTICS INDIANAPOLIS, INDIANA 1/2005-1/2006

Director of Maintenance/Asset Management

Recruited by the CEO of a $250M international logistics service provider

Negotiated all national service contracts and new equipment/machinery purchases, reducing annual maintenance costs by 30%

Instrumental in developing and implementing an EDI system to verify JIT delivery.

Analyzed all vendor quotes and services to determine the most desirable suppliers; developed a strategy for utilizing and managing vendors

Worked collaboratively and across the organization to ensure consistency in vendor management, as well as oversight for business practices

Navigated a full DOT audit, securing the highest safety rating and enabling the company to maintain operational status and pursue new business

Authored, implemented, and supervised the company’s preventive maintenance and safety processes to exceed the minimum requirements of DOT, EPA, OSHA, and FMCSA, reducing average monthly downtime of personnel and equipment from 4 days to 1.5 days

Managed assets for Chrysler after delivery of engine blocks from South America to an entry port in Baltimore by utilizing both Microsoft Access reports and Excel

MKM DISTRIBUTION SERVICE INDIANAPOLIS, INDIANA 1/2004-1/2005

Director of Maintenance

Attained fast-track promotion through a series of increasingly responsible positions, advancing from Shop Supervisor to Director of Maintenance in 6 months

Managed a staff of 30 in Operations 24/7

Developed and implemented quality improvement and change strategies that produced operational improvements, organizational change, and increased customer satisfaction

Designed and implemented a process improvement initiative, utilizing Lean Methodologies to achieve $2M in cost reduction

Teamed with Customer Service to integrate customer data into new services that both increased revenue and customer satisfaction

EDUCATION

University of Dayton, Dayton, Ohio

Bachelor of Arts in Liberal Arts



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