Customer Service Freight Manager

JOHN ROBERTSON

*** ***** **** **** *****: 443-***-****

Wilmington, DE 19809 Email: *********@*****.***

CAREER SUMMARY

A seasoned professional Operations Manager who consistently exceeds operational and quality metrics. A proven leader who can build relationship at all levels within an organization. Possess an established record of meeting budgetary expectations and customer service. Proven problem solver with the ability to handle multiple projects simultaneously.

BUSINESS EXPERIENCE

Sir Lancelot Courier & Delivery November 2021-Present

Family-Owned Delivery Company

Operations Manager

Directly responsible for the Leadership and Management of a 24-hour Courier and Delivery Operation. Interacted as Operations liaison between high profile medical customers such as hospitals, labs and doctor offices. Responsibilities include the direction of company dispatchers, customer service personnel, warehouse lead and staff and offsite Supervisor to major Philadelphia Hospital System.

Oversaw the planned and unplanned delivery activities of the business daily.

Monitored the dispatch teams on time performance (OTP) from company tracking and billing software (Xcellerator).

Implemented best practice procedures for Independent Contractors to ensure customer requirements are adhered to.

Restructured pricing for planned routes resulting in a net increase to the company of 32% in a comparison of first 2 quarters of 2021 vs 2022.

Worked with Sales force to assist in properly setting pricing for new business.

Introduced training program through Human Resources representative for newly onboarded dispatchers/customer service employees.

Keystone Liquor Services (KLS) April 2021-August 2021

DHL Supply Chain Division

Operations Manager

A Team Leader of contracted company to handle liquor distribution for the Pennsylvania Liquor Control Board and its approved PA distributors. Directly supervise up to 30-35 union labor associates. Have had exposure to Inbound/Outbound operations. Currently, assigned to the Order Picking Department and Replenishment teams.

Responsible for staff of up to 30 union associates and the labor planning on daily basis.

Maintains order picking priorities and replenishment of all stock to fulfill customer orders for next day shipments.

Inventory management in WMS for all damaged products found.

Daily production reporting to upper management.

Process improvement implementation where available.

Global Experience Specialists (GES) January 2020-March 2020

A Viad Company (Position ended due to Covid 19)

Operations Freight Manager

Directly handled customer Inbound/Outbound freight for live events in the Trade Show/Exposition industry throughout the Mid-Atlantic Region.

Using event floor plan diagram and individual exhibitor freight manifests, I planned and budgeted estimated labor staff and hour requirements for the event.

Directed union labor staff, provided by the venue, to unload and stage customer products at their assigned booths on event floor.

Directly worked with our Exhibitor Services desk to handle on site customer requests concerning storage, security of high valued items and last-minute shipping of their products post event.

Actively worked with both union on site shop steward and company assigned Kronos timekeeper to manage real time staff hours used versus budgeted allowances.

Directed union labor staff in the process of preparing to close event and execute the Outbound process of exhibitor freight to their next desired location

Post event reporting to upper management upon closing of event.

Product Development Corporation 1992 – 2019

A Privately Held Distribution Company

Operations Manager, 2004 - 2019

Responsible for the planning, organization and managing of field operations in 8 states within the Mid-Atlantic and Southeast Regions. Responsible for the direction and management of 14 full and part time field delivery supervisors and over 1350 independent contract distributors yearly for 3 different clients. Responsible for preparing final reporting and Invoicing to Corporate office and clients

•Designed and implemented new recruiting strategies for field supervisor team that resulted in the improvement of quality and speed of contractors on-boarding.

•Identified significant operational problems at a New Jersey distribution location that could have negatively impacted client reputation. Took swift and corrective actions with the local city Code Enforcement Office to remain in compliance with distribution ordnances and minimize client exposure.

•Planned, managed and executed 45 to 65 field deliveries operations per year including shutdown operations without incident.

•Implemented programs and procedures that consistently exceeded delivery time frames, operational budgets, and quality GPS metrics set by company and clients.

•Consistently delivered financial Gross margin percentages of 15 to 18% on deliveries managed through both favorable and unfavorable financial climates.

•Strategically re-evaluated staff delivery functions, to streamline delivery functions which gained greater efficiencies to reduce costs.

•Implemented marketing and recruiting strategies for field operations team.

•Successfully negotiated and leveraged multiple contracts for field operations warehouses and delivery station depots.

•Collaborated with other Co-Operations Managers to schedule field delivery supervisors to meet ever changing, client driven, delivery schedules.

Responsible for and managed the Expense, Mileage and Semi-Monthly payroll for delivery field supervisors and ensure compliance with corporate policies.

Field Supervisor, Operations 1992 – 2004

Responsible for the establishment of designated distribution centers and systems based upon the product to be derived within the Mid-Atlantic Region. Recruited, selected, oriented and oversaw the payroll of independent contractors daily into the workforce. Coordinated the setup of temporary delivery site locations to ensure efficient and effective delivery of product per customer specifications. Verified inbound and outbound inventories of client products for correct titles and quantities.

•Dispatched delivery media and audited client inventories on a daily and weekly basis.

•Monitored daily/weekly progress of deliveries while making adjustments to ensure timely completion of projects.

•Evaluated company QC measures through daily reports, receivership audits and GPS data to meet client standards.

•Approved daily payroll for independent contractors and weekly payroll for hourly employees.

•Responsible for the resolution of all customer complaints within 24 hours to direct report and client contacts.

STRENGTHS and ADDITIONAL SKILLS

Interpersonal Relations

•Microsoft Excel

•Recruitment and Selection

•Problem Solving

•Negotiating Skill

•Employee Relations

•Team Building

•Continuous Improvement

•Conflict Management

•Microsoft Word

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