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Manager Customer Service

Jamestown, IN, 46147
September 23, 2020

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Bryan Cratty

Jamestown, IN ***** C: 765-***-**** E:


Team-oriented Warehouse professional accustomed to streamlining shipping and receiving processes to increase overall efficiency. Industrious and dedicated with talents in reverse logistics, manufacturing, and inventory management. Energetic individual equipped to work hard in fast-paced, constantly changing environments. Skills

• Computer applications

• Customer satisfaction

• Leadership

• MS Office

• GMP Manufacturing

• Lean initiatives

• Improve processes

• Quality control

• Time management

• Warehousing

• Various WMS Systems

• Robotic Palletizing Experience




• Responsible for a production line and meeting department goals and standards on quality, yield, productivity, cost, and safety

• Responsible for the development and training of employees, working within the guidelines of the company policies as well as new hire evaluations

• Responsible for quick and timely feedback to the production manager on all exceptions regarding productivity, downtime, quality, yield, cost, and safety

• Responsible for making sure all preventive maintenance is done on all equipment in the area of control and interfacing with the immediate manager on all suggested changes that would make the job better, more profitable, and safer

• Inputted quality control evaluation data into database for trend analysis and corporate reporting

• Performed plant GMP training translation and presentation to all required employees

• Responsible for giving safety orientation and holding safety/ general meetings as required WAREHOUSE OPERATIONS SUPERVISOR 10/2019 to 06/2020 GEODIS LOGISTICS - H&M - PLAINFIELD, IN

• Developed SWI's for the warehouse operations

• Implemented LSS projects and changes to processes improving service, quality, and customer satisfaction

• Managed returns and inbound department with over 45 associates

• Tracked performance metrics utilizing LMS system and MS Excel data

• Streamlined processes to become more efficient and cut costs to generate revenue

• Led various projects based off customer demands

• Placed labor in correct areas to ensure the department was profitable



• Completed performance reviews on all hourly associates in my responsibility

• Managed a successful returns team achieving goals in excess of 3,000 units per day WAREHOUSE OPERATIONS SUPERVISOR 10/2017 to 10/2019 XPO LOGISTICS - NIKE REBOUND - LEBANON, IN

• Created and tested SWI's for the warehouse operations

• Participated in the startup of this facility starting from an empty building to a fully operational business in less than a year

• Managed a successful team of 90+ associates achieving goals in excess of 18,000 units processed per day

• Helped upper management with decisions regarding warehouse plans and procedures based off previous experiences

• Identified waste in processes and implemented ideas to become more efficient and generate cost savings

• Tracked and recorded data on tier board to measure efficiencies and KPI's

• Coached employees on being held accountable for their UPH and daily goals

• Implemented system changes and successfully incorporated them into the daily functions OPERATIONS TEAM LEAD 08/2013 to 10/2017


• Trained new employees on how to complete daily tasks

• Managed and kept record of parcel deliveries

• Responsible for managing all aspects related to the bulk storage department and receiving department

• Coached employees on how to become more efficient in their daily processes to make the team better perform while making the department profitable

• Led warehouse improvement initiatives to improve processes

• Developed weekly scheduled tasks for 35 trained associates

• Monitored and tracked weekly production of 15 equipment operators

• Operated PC and RF based computer systems with a high level of efficiency OPERATIONS TEAM LEAD 11/2009 to 08/2013


• Successfully processed returns in excess of 800 units daily

• Interacted with customers over the phone regarding their returns and warranty information

• Controlled inbound and outbound returns inventory while maintaining very low variances and a 99.9% quality rating

• Received product from incoming containers while managing a receiving team of 8 full time associates

• Managed and performed quality inspections and tracked productivity to ensure metrics were being met daily

• Scheduled pickup's utilizing BOL's and EDI systems

• Led quality control projects while overseeing 20-25 temporary associates WAREHOUSE TEAM LEADER/CUSTOMER SERVICE REPRESENTATIVE 05/2006 to 11/2009 SOLIDEAL USA - LEBANON, IN

• Provided customer service during an average of 50 calls per day by answering customer inquiries, solving problems, placing customer orders, and providing new product information

• Interacted with customers and retail buyers to follow up on shipping statuses and expedited orders

• Trained staff on picking and shipping processes

• Successfully created outbound shipments which included all paperwork and communication with carriers as well as 3rd party full truck loads

• Managed a staff of 15 associates to ensure picking accuracy and production requirements were met

• Coached employees on being held accountable for their UPH and daily goals Education and Training

INDIANA WESLEYAN UNIVERSITY - Indianapolis, IN Bachelor of Science



Management, 10/2017

• 3.76 GPA

• Magna cum laude graduate

• Major in management


• Diverse senior warehouse operations leader

• Leading teams and developing individuals

• LEAN problem solving

• Inspiring others to contribute to organizational mission

• Solving problems through data and people

• Experienced with reverse logistics

• Manufacturing Experience

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