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Customer Service Manager

Lexington, TN
80,000 to 90,000
December 20, 2019

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Steve M. Horn • Jackson, TN 38305 • 731-***-**** •

Director / Warehouse Manager

Resourceful leader with demonstrated success in distribution and purchasing complemented by hands-on experience in high speed sortation. Stellar record devising/implementing cost effective strategies and installing part of lean six sigma. Track record of leading and mentoring teams, strengthening compliance, enhancing operational workflow, improving processes as well as elevating output, quality, productivity, and client satisfaction. Distinguished for executing strategic procurement, contracting, sourcing, and relationship management initiatives. Adept deploying new procedures and streamlining routine operations aimed at attaining breakthrough corporate objectives. Articulate communicator with excellent decision making, problem solving, and negotiation skills. Proficient at forging solid relationships with key stakeholders and building consensus across organizational.

•Operations Management

•Strategic Planning/Execution

•Inventory Control

•Project Management

•Customer Service

•Team Leadership

•Process Improvement

•Quality Assurance

•Cross-Functional Collaboration

Career Experience

Distribution Center Director, Jackson TN

Kirkland’s Inc., 2016 to 2019

Managed operations of 980,000 sq. ft. facility containing 400 employees to ensure accurate and seamless delivery of goods to stores. Leveraged leadership skills to steer transportation, customer service, and general office associates for smooth running of routine operations. Fulfilled store requirements by overseeing and scheduling administrative/distribution services, such as receiving, storing, shipping, and maintenance aimed at making product/service available for customers. Measured department’s overall performance by tracking key metrics and KPIs. Contributed to increasing safety at workplace and overall productivity.

Directed entire process of procuring supply items from external vendors for over 400 stores and distribution centers at an ideal rate.

Ensured end-to-end management of inbound and outbound operations, including receiving and put away, selection, shipping, and e-commerce.

Minimized overtime by 21% through execution of improved production standards and processes.

Conducted research to identify and assess the long-term value of a purchase for achieving lowest total cost of ownership.

Achieved yearly saving cost of 8% by using KPI"s for payroll, inbound and outbound cases.

Distribution Warehouse Manager 1994 to 2015 Retail Store Manager, 1993 to 1994

Compiled with organizational standards for proactive management of 1.2 million sq. ft. warehouse operations. Administered new retail stores as well as multiple distribution and e-commerce centers. Explored vendors and procured top quality supplies for over 350 stores. Monitored the process of recording expenses, income, and payroll transactions within company's books.

Played pivotal role in introducing the start-up of ecommerce from scratch in 2011 which had grown to yearly sales of over $60 Million.

Streamlined operations as well as improved efficiencies, productivity, and accountability by formulating and implementing new WMS (HighJump).

Identified the need to improve team skills and conducted training sessions on customer service, revenue generation, stocking, and receipt tracking to enhance performance.

Anticipated workforce efficiency and made grounds for forthcoming projects to attain high productivity.

Achieved all store millstones of profitability by an increase in year over year sales.

Additional Experience: Car Salesman for Tom Bell Toyota Insurance Agent for John Hancock


Bachelor of Science in Business University of Tennessee at Martin

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