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Customer Service Manager

Fayetteville, Georgia, United States
September 25, 2019

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Joseph A. Jones

**** ******** ***** *********, ******* 30238 770-***-****

SUMMARY: I am an energetic and self-motivated Logistics / Procurement Manager with experience in logistical, purchasing and material management areas with the military and the civilian sector. I have 20+ years experience in the U.S. Army of effectively running a logistics department with the knowledge of Systems, Applications and Products in the Enterprise Resource Planning Programs (SAP and ERP), WMS and Oracle. I provide excellent customer service and problem solving abilities with outstanding management and leadership skills.

OBJECTIVE: Currently looking for a Logistics / Supply Chain Manager opportunity to join a successful and growing business and to be part of their ongoing and continued success.


Purchasing Quality Control Training

Property Book Management Transportation Logistics / Supply Chain

Strategic Sourcing Safety Account Payable

Policy Development Contracts Building Maintenance


Delta Air Lines Inc Operations Hotel Sourcing Manager Jan 2019-Jun 2019 (Contract)

Responsible for sourcing Delta’s hotel accommodation needs in non-contract markets during irregular operations.

Ensured operational needs were effectively communicated to internal stakeholders, hotel and transportation partners.

Assigned other sourcing, manifesting /scheduling, and event sourcing functions.

Utilized SAP for financial, logistics, inventories of rates for hotels and transportation.

Source hotel rooms and transportation for crew or passengers during irregular operations.

Secured additional inventory in advance of weather or other city-wide events.

Assisted with sourcing team with relocations and variance sourcing.

Negotiated room rates and blocks with understanding of market conditions and customer needs.

Managed Delta’s hotel inventory to maximize existing inventory usage.

Effectively communicated with sourcing team and operational divisional leaders.

Practiced safety conscious behaviors in all operational processes and procedures.

Martin Inc Vending Supply Manager Nov 18-Dec2018

Inventory management of tools and shop supplies for accurate counts within warehouse.

Delivery of all tools, supplies and other equipment for production lines in the automotive industry.

Stocked and maintain vending machines on weekly intervals.

Troubleshooting of vending issues related to spacing of items and machine operations.

Warehouse management, including billing external vendors, negotiating contracts with new product vendors, and ensuring that all regulations regarding cleanliness and order.

Customer service duties, including monitoring email address, answering the phone line to resolve customer complaints, and escalating any important messages to management in a timely fashion.

Financial management of accounts using spreadsheets to accurately assess our company’s strengths and needs.

Maintained vehicles on a daily inspection and provided safety measure for maintenances.

Joseph A. Jones

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Strategic Hospital Resources Procurement Specialist Aug 2017-Sept 2017 (Contract)

Responsible for the Procurement recommendations to planners for systems, procedures or practices that will reduce product related expenses.

Utilized Electronic Strategic Procurement System (ESP) to effectively purchase, track and manage medical equipment with pricing, stock levels through our supply chain vendors.

Utilize MS Excel in Pivot Tables, charts and other Microsoft programs to complete assignments.

Interacted with all appropriate department managers involved in the project to develop, coordinate, and integrate technical specifications into departmental plans.

Assisted with product development, data collection and analysis, implementation, monitoring of Purchased Orders and detailed follow up required.

Coordinating product related value engineering analysis projects between administration and healthcare system staff as the representative of the planning team.

Responsible for maintaining the company proprietary database on product detail, pricing, and effectiveness.

Initiated and manage Rfx’s (RFQ’s, RFI’s and RFP’s) related to purchasing and contract labor.

Developed and maintain educational programs for the internal planning team and value analysis process including product evaluation, cost analysis, and purchase processes.

Assist the Medical Equipment planners in the selection, implementation, monitoring, and evaluation of cost-effective products in hospital construction projects.

GardaWorld Driver/Messenger/ Mgr Trainee Apr 2017- Jul 2017 (Contract)

Managed 46 drivers including supervisors and leads.

Responsible for the interviewing, processing and training of employees.

Responsible for rewarding, coaching, counseling and disciplining employees.

Conducts regular staff meetings to obtain feedback on important issues as well as feedback on departmental concerns.

Devises cross training matrix that provides adequate backup for all positions.

Conducts weekly audits on various function activities to ensure high quality standards are achieved.

Incumbent studies departmental reports to confirm daily work is being processed accurately and within contractual obligations.

Ensures approved payroll, incentives, worker's compensation and accident reports are completed accurately and in a timely manner.

Masters Money Manager System and is proficient in the knowledge of coin room tasks and procedures.

Reports serious operational problems to senior management. Communicates all operational problems to the Client Services group that might compromise customer service.

Analyzes system problems and acts as a liaison with ATSIIS Support to resolve issues in a timely manner.

May be required to attend training courses designed to improve job performance

Responsible for the protection and transportation of coin, currency, and other valuables, while maintaining the utmost professional demeanor as they transfer assets to and from our client base of leading financial institutions, retailers, and restaurants.

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Greyhound Bus Lines Terminal Manager Aug 2015 – Sept 2016

Selects, trains and mentor Operations Manager, Supervisors and Leads.

Ensures that all customers received a safe traveling experience.

Ensures highest level of customer satisfaction and resolves escalated Customer complaints.

Managed 110 drivers and 64 employee including managers, supervisors and leads.

Maintains high level of customer experience quality in accordance with company standards.

Ensures compliance with Safety and environmental standards, including appropriate attendance of safety and risk reduction meetings, handling of injury investigations.

Ensures sound cash control and maintains GLI field accounting standards. Develops budget and manages operating expenses within the budget.

Develops initiatives to increase sales.

Performed analysis and makes recommendations to ensure competitive advantage from a marketing, customer service and human perspective.

Provides employee development by providing ongoing feedback to employees concerning strengths and areas of needed improvement and may recommend supplemental training programs.

Works with staff to ensure good labor relations are maintained. Includes working with Assistant Business Agents and Shop Stewards as well as handling 3rd level grievance resolutions.

Actively engages the community as the company standard-bearer.

U.S. Army Logistics/Transportation/Medical Supply Sergeant Jan 2002 – Aug 2014

Supervised, planned, developed and directed logistical operations to ensure integration for functions of supply and services, transportation, maintenance, aviation logistics, and medical supply services.

Supervised the logistical warehouse operations to include: shipping and receiving acceptance, safety, training, production standards, shift work, and accurate order selection.

Served as Customer Service Representative to ensure professional customer service satisfaction. Resolved problems concerning transportation, logistics systems, imports or exports, or customer issues.

Use Warehouse Management Systems such as Oracle and SAP for inventory and other functions.

Served as a Purchasing Manager to procure electronic equipment, pharmaceutical supplies and/or medical equipment towards hospital’s mission.

Managed over $20 million dollars of computer and electronic equipment for distribution, turn-in, receiving and modification of operating systems for imaging.

Plan, manage, integrate, coordinate, and evaluate materiel management functions associated with to include accountability, acquisition, inventory management, maintenance, replacement, transportation, and final disposition of assets.

Leads collaborative efforts with contracting partners to resolve issues associated with technical requirements, and ensure purchase agreements reflect the most efficient and economical purchase of materiel.

Finalize emergency response and logistical plans, protocols and standard operating procedures for execution of complex and evolving logistics function.

Serve as subject matter expert in logistical planning and in responding to inquiries or requests for technical assistance from other military agencies, states or local governments.

Stockpile assets must be stored and maintained in a state of readiness for rapid deployment.

Supervised 245 soldiers on Logistics and Procurement of building materials for Habitat for Humanity Project in Panama on construction of building schools, medical clinics and homes for the local citizens.

Coordinated and instructed soldiers in proper training and procedures in the automated supply systems known as the Property Book Unit Supply Enhanced System (PBUSE).

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Supervised the day-to-day operations of the United States Army Reserve (USARC) Property Management Branch’s (PMB’s) fiscal accounts.

Implemented and administrated transitions associated with Base Realignment and Closure (BRAC) activities, sound customer support, acquisition and property book reconciliation procedures.

Served as a Budgetary Manager to administrative procedures of the International Purchase Agreement Card (IMPAC) program; payment to civilian vendors and reconciliation of purchases.

Coordinated and managed property disposal of information technology equipment to the local Defense Reutilization Management Office (DRMO).

Directed inbound or outbound logistics operations, such as transportation or warehouse activities, safety performance, or logistics quality management coordinate comprehensive logistical or reverse logistical functions for product life cycles, including acquisition, distribution, internal allocation, delivery, recycling, reuse, or final disposal of resources.

Negotiated with suppliers or customers to improve supply chain efficiency or sustainability and transportation rates or services and directed distribution center operation to ensure achievement of cost, productivity, accuracy, or timeliness objectives.

Developed risk management programs to ensure continuity of supply in emergency scenarios.

Planned or implemented improvements to internal or external logistics systems or processes in material flow management systems to meet production requirements.

Communicated freight transportation information to customers or suppliers, using transportation management, electronic logistics marketplace, or electronic freight information systems, to improve efficiency, speed, or quality of transportation services.

Kaycan Ltd Warehouse/Purchasing Manager Feb 2000- Dec 2001

Managed Warehouse and Distribution Center of personnel, materials, inventory and equipment.

Maintain and implement construction performance and budget for each project.

Negotiated pricing contracts with subcontractors and suppliers.

Issue purchase orders for procurement and expedition of materials and equipment for projects.

Meet subcontractors and suppliers on-site as necessary.

Ensured compliance to project budgets and provide analysis of deviations.

Research new materials for design and cost savings.

Develop and implement new purchasing strategies to deliver ongoing cost reductions and process simplification.

Initiated and manage Rfx’s (RFQ’s, RFI’s and RFP’s) related to purchasing and contract labor.

Establish new relationships with subcontractors and suppliers to ensure adequate resources for all projects and to continually improve pricing and quality of work.

Assist in ensuring awareness and company compliance to all building codes and local construction guidelines.

Assist in maintaining company quality control program

Leverage technology, safety measures, and information sharing to increase productivity and profitability.

Assist in settling invoice or contract disputes and handle changed order requests and forecast upcoming demand.

Maintain sub/supplier information on company online management systems.

Use Warehouse Management Systems such as Oracle for inventory and other functions.

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Bachelors of Science in Business-Management Saint Leo University December 2012

Computer Programming Central Texas College


Lean Six Sigma (White Belt) Feb 2014

Contracting Officer Representative (COR) July 2008 / 2013

Supply Correspondence Courses (22) March 2004

Hazardous Waste Management Course March 2004


Department of the Army Level Security Clearance (Secret) March 2008

Computer Programming/Logistics June 1997


Microsoft Word, Excel, Access and PowerPoint (Office 2010)


Commercial Drivers License (Class A)

Hazardous Materials & Tank (HN)

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