Customer Service Operations Manager

GEORGE BENDORAITIS

***** ***** ****, *********** ****, IL 60803 • 708-***-**** • *************@*****.*** EXECUTIVE SUMMARY

Decisive, analytical warehousing and distribution manager with 30+ years of experience coordinating profitable oper- ations across multiple sites. Known for uncompromising standards of quality, safety, on-time deliveries and team per- formance. Highly adept at implementing plant policies and procedures, optimizing plant production and building top- performing teams. Drives positive change through process redesign, capital improvements and logistical solutions for outbound freight. Core competencies include:

Distribution Center & Logistics Management Facility Operations, Shipping & Receiving

Customer Service & Support Management Workplace & Staff Safety Programs

Quality & Performance Improvement Multi-Product Warehousing Operations

On-Time Delivery Improvement Equipment & Facilities Maintenance

Team-Building & Development Inventory & Supply Chain Management PROFESSIONAL EXPERIENCE

KOCH FOODS, Franklin Park, Illinois 2019 to Present Assistant General Manager

Plan and coordinate all shipping, receiving, warehousing, inventory control, quality control, labor planning and ad- ministration of a fresh and frozen poultry distribution center with ~80 warehousing, maintenance and support staff.

• Recruit, hire, train and manage distribution managers, transportation managers, inventory managers, front-line supervisors, pickers, material handlers and support staff.

• Direct ~400,000 cases of throughput per week of poultry and manage inventory (physical inventories, cycle counts, etc.) for an inventory set that turns every day (fresh) or 1-2 months (frozen).

• Monitor costs (labor, materials, etc.), analyze historical patterns to forecast workloads and develop resource plans (including manpower).

• Build high-producing teams via employee engagement and open lines of communication that encouraged shar- ing of ideas, boosted morale and increased productivity. Highlights:

Reduced payroll implementing a new LMS (labor management system), eliminating redundancy and im- proving efficiency to eliminate unnecessary work positions.

Instituted morale-building and open communication activities that boosted productivity from 60% to 90% while maintaining a strong on-time delivery rate.

Consistently met monthly goals for case-per-pound, achieving significant profit growth. UNITED PARCEL SERVICE, Carol Street, Illinois 2014 to 2018 Operations Manager

Oversaw outbound shift operations at one of the company’s largest distribution hubs to meet goals for efficient, accurate and cost-effective freight distribution. Built an record of reductions in payroll, misload frequency and production down- time, along with improvements to dispatch range, package handling performance ratio and worker productivity.

• Provided leadership and direction for 35 employees with responsibility for staff management, production control, work coordination, inventory control and safety administration.

• Orchestrated the receiving, picking and shipping of small parcels to thousands of customers throughout the region, ensuring proper shipping forecasting and staffing levels.

• Collaborated with shift supervisors to plan daily goals and activities in accordance with projected package volume and available manpower.

• Tracked and evaluated scheduled vs. actual manhours, adjusted schedules to accommodate payroll budget and validated timesheets to ensure accuracy.

• Enforced OSHA, DOT and company safety guidelines were maintained with proper training and enforcement of procedures for fleet drivers, forklift operators and all other personnel. Highlights:

Developed and established a new LMS (labor management system), reducing department headcount from 35 to 19 personnel; this LMS was later adopted by the entire facility.

Instituted a new cross-training program for all pickers and shippers, successfully increasing on-time domestic and international deliveries from 80% to 99%. GEORGE BENDORAITIS

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DEARBORN WHOLESALE GROCERS, Chicago, Illinois 1984 to 2012 Day Manager

Oversaw the shipping, receiving, storage and distribution of 20,000 SKUs throughout a 350,000 sq. ft. food distribution center valued up to $40 million. Scope of responsibility included daily warehousing, logistics and distribution opera- tions, along with staffing, scheduling, payroll, supply chain, facility maintenance, fleet operations, pest control and all company policies and procedures. Planned and managed daily work activities, departmental budgets, safety operations, order fulfillment and customer service.

• Provided leadership, training and direction for more than 100 union pickers, forklift operators, dock workers and other warehouse personnel, and coordinated a fleet of 70 fleet drivers.

• Supervised the safe, accurate and timely loading, unloading, inspection, marking, stocking and distribution of food, bottles water, canned beverages, candy, drugs, household goods and cigarettes.

• Partnered with a team of six supervisors to delegate daily workloads and distribute approximately 200,000 candy and OTC drugs, 500,000 dry goods and 2-4 million cigarettes per shift.

• Scheduled staff to meet service requirements, prepared work instructions, enforced workplace safety policies and followed up on deliveries to ensure timeliness, accuracy and customer satisfaction.

• Conducted pre-shift workload planning and safety meetings, and addressed problems and concerns while delegat- ing workloads and preparing staff for upcoming receiving/distribution volume.

• Responsible for engineering studies, fleet inspections and safety/maintenance of forklifts, double jacks, cherry pickers and Raymonds.

• Coordinated the recycling of surplus materials and engaged buyers to address significant differences be- tween optimal and actual inventory levels.

• Administered an operating and capital budget (e.g. maintenance and supplies), including payroll for permanent and seasonal employees prepared on Kronos timekeeping system.

• Communicated with customers regarding shortages, overages, late arrivals and other shipment irregularities; also orchestrated all weekend services for “Cash & Carry” customers.

• Conducted semi-annual inventory counts, along with daily cycle counts using radio frequency (R/F) systems to maintain supply chain controls and track the fastest moving items and receipts.

• Prepared and approved purchase orders, invoices, stock pick tickets and other required logs/paperwork, includ- ing production activities reports and OSHA safety logs. Highlights:

Streamlined logistics and prevented bottlenecks by implementing TZA time management, reorganizing de- partments and aligning distribution activities to coincide with sales trends.

Effectively thrived when business rapidly grew with the new Walgreen’s account by hiring 25 new staff and expanding the freezer, cooler, candy, drug and cigarette areas.

Maintained a 90% on-time delivery average by implementing staff recognition and incentives, recogniz- ing employee strengths and addressing employee weaknesses.

Lead member of the Safety Committee.

TRAINING & EDUCATION

Spanish for Supervisors Training (Richard J. Daley College, Eight-Month Program) High School Diploma (John F. Kennedy High School)

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