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Customer Service Manager

West Chester Township, OH
December 27, 2019

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**** ********* *****, **** *******, OHIO 45069 513-***-****




Results-focused cross-functional leadership and Warehouse and Operations management professional offering extensive experience in progressive leadership in Fortune 500 organizations. Transforms high- potential staff into outstanding producers and leaders who demonstrate the creativity and savvy that is critical to financial and operational success. Bottom-line oriented with a focus on people, their skills and abilities, and cultivating a superstar team that consistently exceeds company expectations. SKILLS SUMMARY

Customer relations specialist




Employee relations

Expense reports

Performance evaluations


Process improvement

Detailed USDA Compliance Knowledge

Advanced training in AIB audits

Workflow planning

Superb time management skills



Warehouse / Distribution Manager, West Chester, OH 2018-Present

Responsible for overall exceptional performance of a two-shift warehouse operation, including customer service, office operations, maintenance, and employee schedules.

Duties include daily planning, organizing, staffing, directing staff and supervisors, controlling all office, warehouse and maintenance functions

Monthly budgeting

Daily error, labor and production reports

Improved on the reduction of errors, while improving production numbers.

Leads 60 warehouse workers, 3 office staff and 3 Supervisors

Leads employee selection and development process to include training, development, motivating, and discipline of warehouse employees and staff

Provides all input on employee reviews and compensation for yearly reviews.

Organized and directed a warehouse move and set up at a new and larger location

Responsible for all inbound scheduling, outbound shipping, picking process, along with inventory management are all a part of the daily routine.

Introduced WSOP’s, Safety Team, Startup Equipment Checklist, Equipment Training, Picking standard Procedures and Production standards to the warehouse team. CLOVERLEAF COLD STORAGE

Warehouse & Operations General Manager, Chesapeake, VA; Benson, NC; Massillon, OH; Fairfield, OH; Sioux City, Iowa; Crest Hill, Ill. 2007 – 2018

Responsible for overall exceptional performance of warehouse operations, including customer service, office operations, maintenance, and schedules


5522 SANDPIPER COURT, WEST CHESTER, OHIO 45069 513-***-**** 2

Duties include strategic and tactical efforts, including planning, organizing, staffing, directing and controlling all office, warehouse and maintenance functions

Expanded a 1 shift operation warehouse grossing 150 to 300 thousand dollars a month, to a two-shift operation warehouse grossing 350 to 500 thousand dollars a month.

Realized and exceeded 2015 company objectives in regard to cost, productivity, customer service and KPI’s

Attained gross operating profit of $1,051,402, a 16% increase over FYE 2014

Achieved 985 score out of 1000 on annual AIB audits

Attained consistent 99% to 100% rating on quarterly customer service audits

Led 53 warehouse workers, 9 office staff, 3 maintenance men and 2 Supervisors

Led employee selection and development process to 97% retention rate, to include training, development, motivating, and discipline of warehouse employees and staff

Provides first-hand input for employee performance reviews to ensure individuals are aligned with regional and company strategic objectives

Manages a 224,000 square foot warehouse operating 20 hours per day on two shifts

Coached team on RF scanning and proper loading and unloading techniques of containers and trucks to improve inventory control

Led warehouse team to achieve 100% OSHA compliance with zero violations

Led multiple warehouses in the proper process and procedures in SSOP, WSOP and Directed putaway along with AIB preparation.

Learning tasking in our RF program from entering orders, pallet build, and implementing the warehouse in its usage.


Warehouse Shipping/Logistics Supervisor, Fairfield, OH, 2000-2007

Accountable for all inventory checks, damaged cases and establishing daily shift operations

Responsible for employee feedback processes including all disciplinary and performance reviews

Led monthly safety meetings and stewarded company resources to ensure OSHA safety compliances were achieved and company safety expectations were exceeded

Developed personal computer operations skill set to direct product inventories and flow

Conducted hiring process mechanisms including interviewing candidates for vacancies, such as customer service, and facility maintenance roles

Oversaw receiving and outbound shipments for all inbound trucks and case picks

Ensured proper loading procedures were followed for outbound shipments to ensure proper care of inventories and deliveries


Distribution Shipping Supervisor, Tipp City, OH, 1997-1998

Coordinated, led, and supervised employees in daily accomplishments and warehouse operational efficiencies

Established and executed the daily shifts and workloads to achieve overall strategic and tactical goals and objectives

Crafted and maximized weekly production output through writing weekly work schedules

Led and completed monthly shift meetings communicating company and facility goals, objectives, and expectations

Coached and developed 20 warehouse employees and staff through performance review feedback process on quarterly and annual basis offering praise and recommending improvements EDUCATION

Akron University, 1980


5522 SANDPIPER COURT, WEST CHESTER, OHIO 45069 513-***-**** 3

University of Dayton, 1981-1982

Miami of Ohio, 2003-2004

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