Customer Service Manager
Resume:
Supply Chain & Logistics Leadership Excellence
Brian Knoke
Lakeville, MN 55044
aczbcc@r.postjobfree.com
Operating Ratio improvement of 2.1%
Unit handling cost reductions of 13%
Revenue Growth exceeding 10%
Career History
deBoer Transportation
October 2015 – May 2016
Director of Operations Blenker, WI
Established processes and procedures to manage the driver lifecycle from recruiting through retirement: growing the driver fleet, reducing accidents, improving productivity, and reducing costs.
Established processes to net up drivers – reduced idle equipment by 50%
Improved local fleet productivity by 12% through daily metrics and accountability
Regional utilization improvement of 25 miles per day through driver availability metrics
Virtually eliminated equipment related DOT violations through training and recognition
Transport America
August 2014 – July 2015
Vice President – Driver Recruiting Eagan, MN
Re-engineered the processes and improved execution resulting in a 100% increase in productivity over 4 months. As the leader of capacity development, focused on scheduling, metric management, associate development and cost management.
Grew fleet by 100 total drivers in 4 month period
Process redesign to identify successful candidates and focus resources
Leader of onboarding process improvements to assess skills and customize training
Improved candidate close rate from .05% to 8%
Reduced advertising spend by 18%
J.J. Keller & Associates Inc.
December 2012 – July 2014
Customer Care Manager – Supply Chain Technology Services Neenah, WI
Overall accountability for Customer Service/Operations Leadership of back-office support for transportation clients and technology solutions, responsibilities focused on creating a nimble organization to respond to the ELD mandate.
Eliminated $640K of customer risk due to product design challenges
Led the largest Software implementation in organizational history
Key senior development team member
Led seminars on HOS changes and impact on supply chain productivity
Worked with individual warehouse providers to discuss opportunities to improve safety
Schneider National Carriers/Schneider Logistics
2002 to 2012 (November)
General Manager – Supply Chain Retail/Automotive Green Bay, WI
Complete P&L and operational accountability for a $150+ million segment with 800 associates. Accountabilities included strategic planning, budgeting, account planning, operations, pricing, productivity, cost management of transportation and commercial growth. Portfolio included 23 customers over 13 operating facilities totaling 1,200,000 square feet with 240 warehouse/cross dock associates.
Developed and grew the first successful warehouse and cross dock assets in the trucking companies history supporting Ford, GM, and retail segments.
Delivered the largest OR in organizational history for the asset divisions
Implemented Lean processes to improve productivity by 13%
Facilities mixed union and non-union labor force – to include contract negotiations
Implemented programs for warehouse and distribution technology improvements
1998 to 2002
Director of Driver Training Green Bay, WI
Accountable for a national training network for onboarding and training over 10,000 driver associates annually. Leader of improvements in training productivity and quality while transitioning from a pure cost center to certified secondary education academy generating revenue.
Led state certification of company driver training program in WI, PA, TX, NC and CA
Transitioned driver training program to an adult learning model
Created an annual behavior based fleet assessment and training program
Implemented pre-employment safety screening
Partnered with vendors in the development of simulator based training
1988 to 1998
Various Operations and Service Manager Roles Indianapolis, In/Milwaukee, WI
Accountable for a leadership team managing 350 driver associates, customer service and dispatching functions servicing customers in Southeastern states. Contributions in these roles were recognized as team leadership deserving further responsibility.
Additional Experience:
President of Our Savior’s Lutheran Church Council 2010- 2014
Certified Pacific Institute Facilitator – 2005 - 2012
Synod Consultant ELCA – 2011 - 2014
United Way Chair – Green Bay Industrial Group 2005
Education – University of Wisconsin, Green Bay
Bachelor of Science Degree – Management
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