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Manager Customer Service

Spring, TX
April 30, 2020

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JAMES CARRILLO Spring, TX 281-***-****

Innovative Logistics and Supply Chain Leader

Process Specialist valued for optimizing Efficiency and Productivity, and minimizing costs through consistently on-time management of Multiple Concurrent Projects

Experienced in Manufacturing, Retail and other environments for Fortune 100 companies

Instituted new performance and productivity standards resulting in significant improvements to production output, order completion, efficiency, delivery, distribution, and customer

satisfaction — enhanced overall performance by 20% over the last 5 years

Previously responsible for worldwide Aftermarket Spares Operations with $1 billion in annual sales

Record of building highly efficient state-of-the-art Distribution Centers, at least one at nearly half the cost and at half the volume

Managed the construction of a state-of-the-art distribution center in 19 months at nearly half the anticipated cost

Designed and opened a 300k sq.ft. facility in five months, including layout, office buildout and vertical lift management system, reducing costs from $4.5M to $4M, with 110 on staff

Led consolidation of three warehouses in different states into one 750k sq.ft. high-rise using 110,000 discrete parts, an arduous move that only required four days of shutdown, coming in under budget of $9M and a 20% reduced staff

Coordinated consolidation of several warehouses into one highly automated 250K sq.ft. facility at present company

Increased supply chain profitability 25% by renegotiating contracts with vendors, and consolidating purchases from outlying facilities to secure larger discounts, and rolled out the practice worldwide

Launched startup of 1.5 million sq. ft. state-of-the-art warehouse for Wal-Mart with 1,800 employees, handling 5,000 orders and 300 trucks of material shipped out per day — Distributed 7.5 million packages in a single day from one warehouse

Leadership Profile

Noted for ability to quickly assess a situation, identify core issues and make the proper adjustments in short order — to work with new organizations facing challenges and turn things around in just a few months

Valued for ability to integrate multiple operations into a single hub with minimal disruption, including upgrading, streamlining staff, and decreasing traffic payables to customers

Provided consistently on-time quality service to external customers

Contributed to the development of new productivity standards and improvement programs using Gagnon systems

Successfully mentored employees to promotions to management positions, including Director and Vice President

Known as an open, caring and collaborative leader and passionate mentor who encourages independent thinking and decision-making and taking leadership roles with focus on operational results. Calm and poised under fire, skilled at conflict resolution and behavioral modifications

Key Competencies

B2B Relations

Budget Preparation

Conflict Resolution

Crisis Management

Customer Service

Distribution Facility Management

DOT HAZMAT Compliance

Electronic Data Interchange

Facility Management

Gagnon System Utilization

Inventory Control

ISO 90001:2000 Implementation

Operations Management

P&L Responsibility

Process Improvement

Productivity Development & Implementation

Program Development


Quality Control

Startup Operations

Strategic Planning

Supply Chain Management & Controls

Traffic Management

Training & Development

Vendor Management

Warehouse Management

Accomplishments & Contributions

Guided construction of a state-of-the-art distribution center in 19 months at nearly half the anticipated cost, $13.5M vs. $25M, delivering the highest production at $7-8M per day, at half the size, 250K vs. 500K sq.ft., with 325 employees

Used by the entire industry and featured a 10X increase in storage capability within the same space, leveraging advancements in technology to design layouts of unprecedented efficiency

Led company’s most productive team, while achieving the lowest distribution operating cost, for a 12-warehouse network

Achieved all metrics of receiving, picking, inventory, shipping and customer service with fewer staff and meeting the highest standards, needing only 10% OT compared to typical 30-40%

In first project management position at McCormick, successfully managed a 100k sq.ft. facility on time and under budget with two shifts and 45 employees, up and running in just 12 months

Boosted productivity by 20% by establishing performance matrix standards for all operational units in North America, in 18 months, extending to three shifts with improved efficiency

Achieved 20% higher profitability of inside sales at National Oilwell Varco

Established a Traffic Payables Reduction program that saved $200K annually by auditing questionable freight invoices, finding incorrectly applied rates and incorrect material classifications, establishing a permanent system of monitoring and auditing of all contractors

Cut inventory carrying costs 10% by instituting Just-In-Time (JIT) programs at all operational units

Reduced traffic costs 25% and improved on-time shipment by developing and implementing 3PL and cross-docking practices

Coordinated development & distribution of over 200 new SKUs on domestic and international level

Cut customer complaints 10% year over year, resulting in 98.9% completion of orders shipped, impacting $4M per day, accomplished by auditing all inbound shipments — rolled out worldwide

Maintained 99.8% inventory accuracy for Wal-Mart Distribution by administering new inventory control and deployment processes

Reduced operating costs 15% by rearranging force, hours worked, and increased on-time delivery at Newark Electronics

Career History

Westlake Chemical – Houston, TX 2018 to Present

Distribution Manager – North America

Various Consulting Engagements 2016 to 2018

National Oilwell Varco - Houston, TX 2007 to 2016

Director of Aftermarket Operations Spares

Oversight of $450M budget, full monthly P&L and inventory control for 400,000 parts

Leadership of 6 warehouses worldwide and 390 employees

Newark Electronics - Gaffney, SC 2005 to 2007

International Electronics Supplier – owned by British company

Director of Distribution

Oversaw $195M budget with complete monthly P&L accountability

Oversaw Supply Chain department for North American region with control of $200M in product

Provided leadership to 15 departments and 275 employees

Anixter Inc. - Dallas, TX 1999 to 2005

Wire and cable distributor to power companies and cable providers worldwide

Director of Operations

McCormick & Co. Inc. - Salinas, CA & Dallas, TX 1996 to 1999

Manufacturer and shipper of spices across entire world

Regional Distribution Center Manager

Wal-Mart Distribution - Hurricane, UT 1994 to 1996

Operations Manager

Education & Certifications

College at Fresno State University

Business Administration


Total Quality Management

Six Sigma

Interaction Management

Managing Relationships at Work

ISO 9001:2000

Statistical Control

Continuous Improvement

Situation Leadership

Member, Council of Logistics Management Organization

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