Customer Service Manager

STEPHEN JONES

*** ***** **** ****** 407-***-****

Apopka, FL 32712 *****.*****@**.***

OBJECTIVE

To obtain a position with an organization that will utilize my extensive management experience and success.

SUMMARY OF QUALIFICATIONS

•Customer service oriented manager with superb attention to details and follow-through.

•Proven record in consistently meeting goals/deadlines within high-pressure, time-critical environments.

•Knowledge of transportation systems and processes, productivity standards and material handling.

•Outstanding skills in communicating, planning, organizing and problem-solving.

AREAS OF EXPERTISE

Customer Service and Satisfaction

Delivery Operations Management

Leading, Motivating and Retaining Teams

Strategic Planning

Logistics

Warehouse Management

Hiring, Training, Coaching and Evaluating Staff

Building Relationships

Safety

Regulatory Compliance

EXPERIENCE

FLORIDA DISTRIBUTING COMPANY LLC – Orlando, FL 2005 – 9/15

[High growth, multi-million dollar distribution company with customers consisting of grocery, convenience and big box stores]

Regional Delivery Manager

•Began as Driver for one year before promotion to Regional Delivery Manager.

•As Regional Delivery Manager oversaw an assigned territory; during tenure was assigned to each of the 4 Central Florida territories.

•Managed territory that had 35% of entire Central Florida’s total daily average volume of 55K cases.

•Hired, trained, scheduled, supervised and evaluated up to 22 personnel (20 drivers, 2 leads).

•As Warehouse Manager for one year managed pick-line operations and up to 35 personnel in 350,000 square foot facility with up to 1,200 SKUs.

•Planned and prepared strategies to meet company’s daily, weekly and monthly customer service and financial goals.

•Management of deliveries entailed proper staffing to meet goals and delegation of tasks to employees according to ability level.

•Built personal relationships with key customers and resolved any issues.

•Monitored drivers’ overall performance and ensured compliance with DOT regulations.

•Conducted monthly meetings and motivated staff.

•Worked with customers and operations team to identify and manage service improvement activities.

Accomplishments:

•Successful management of operations for accurate, safe and timely deliveries which resulted in customer satisfaction.

•Consistently met company and customer delivery goals and schedules.

•Reduced staff turnover through better training and motivation.

•Employee of the Year in 2013 and 2011.

•Efficient warehouse management ensured little to no employee overtime.

COMPUTER SKILLS

Microsoft Office (Word, Excel); AS400; VIP; and Dematic

LICENSE / CERTIFICATION

Licenses: Class “A” CDL with DOT health card

Certifications: First Aid; CPR; Forklift; Pallet Jack

EDUCATION

Various seminars/training included Leadership Excellent Program (2 months - Rollins College); computer software; and in-cab coaching

Apopka High School (graduate) – Apopka, FL

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