Customer Service Operations Manager

JOSEPH M. FANCERA

Bethlehem, PA *****

********@*****.*** 732-***-****

District Field Manager / Team Leader / Route Operations Manager / Account Manager

Demonstrate strong analytical, organizational, and communication skills in sales and delivery operations, with diversified experience in consumer products. Work effectively and independently while maintaining a positive attitude in demanding environments. Possess integrity and urgency when handling confidential and time sensitive information. Adept at team building, customer service, cost containment, productivity improvement, and cold calling.

PROFESSIONAL EXPERIENCE

JACK & JILL D.S.D./SIMCO LOGISTICS – Allentown, PA 2013-2022

District Field Manager – August, 2017 – May, 2022

Directed activities of assigned personnel within an assigned specific geographic area to maximize volume profits and retail store execution within an assigned financial budget.

In an assigned territory, managed a team of Sales Merchandisers and Route Drivers.

Facility management responsibilities in the daily operation of the facility which included two (2) Managers, five (5) sales merchandisers, eight (8) drivers, and two (2) warehouse loaders.

Assisted in managing the daily operation of our Allentown facility consisting of opening the facility, managing fleet, overseeing the transfer operation at night including the loading and unloading of the fleet.

Managed DOT hours of service.

Supervised activities of sales representatives and drivers including analyzing daily routing, sales reports, personally observing store conditions, freezer/cooler equipment and trade relationships.

Assigned sales/performance goals and sales execution targets, and tracked progress to ensure execution and performance on all programs and policies.

Analyzed on a periodic basis, retail execution and sales opportunities and competitive activity within the area or with individual accounts, and recommended solutions to Vice President of Sales, Region Field Managers, and Region Sales Personnel.

Recruited, trained, coached, and developed sales/driver personnel within the area, and prepared performance evaluations and development programs for all supervised personnel.

Reported all personnel problems to Region Field Manager, and recommended measures for their solution. Followed up with additional training of sales/driver representatives as required.

Selected and developed candidates for potential promotion, and directed the execution of individualized development programs for personnel operating below standards.

Promoted practices that resulted in all sales/driver personnel conducting themselves in a manner that promotes safety.

Worked with respective teams to insure that all FSMA, DOT, and Safety Requirements and Regulations are being followed.

Developed a working and team relationship with the respective Region Field team members in order to accomplish mutually relating goals and objectives.

JOSEPH M. FANCERA ********@*****.*** PAGE TWO

Team Leader of Sales and Merchandising – July, 2013 – August, 2017

Supervised a team of five (5) sales merchandisers which consisted of continuously monitoring their daily activities and ensuring they are meeting the required standards.

Monitored volume sales targets, credits, and overall performance of my team.

Responsible for setting up new stores in my territory by meeting with managers, setting freezers to Planograms, and coordinating with operation team first deliveries.

Assisted with facility management when needed.

ADDITIONAL RELEVANT EXPERIENCE

DS WATERS - Chester Springs, Pennsylvania 2010- 2011

Route Operations Manager - July, 2010 - August, 2011

Managed a facility consisting of twenty-four (24) Route Salesmen, and supervised a warehouse consisting of four (4) employees, and one (1) office administrator. Managed the daily productivity of the route salesmen and maintained the daily budget and overall productivity and operation of the entire facility.

PEPSI BOTTLING GROUP - Piscataway, New Jersey 2001-2008

Food Service Account Manager - March, 2007 - November, 2008

Managed a territory covering two (2) central New Jersey counties by calling on restaurants, schools, corporate dining services, vending companies, recreational facilities and special events venues to capture new business and grow existing business. Constantly monitored the volume and marginal cost in my zone, hitting placement targets on a monthly basis and re-negotiating contractual accounts.

Net Placements – 174% to plan in 2008.

Operation Ignite Selling Initiative - 200% to plan in 2008.

(32 new accounts; 16 new accounts required)

Signed major car dealership consisting of 10 locations accounting for 10,000+ cases per year.

Signed 55 new independent restaurants to.

Coordinated the placement of 50 pieces of equipment contract at the PNC Arts Center.

Delivery Supervisor - August, 2002 - March, 2007

Managed the daily operation of twenty (20) bay delivery drivers, and on Saturdays, twenty (20) bulk delivery drivers. Monitored cases per hour and limited the amount of missed deliveries. Focused on raising productivity by working closely with the dispatcher to keep routes manageable. Also, for approximately one (1) year I supervised the daily operation of the Full Service Vending Department. Supervised eight (8) drivers and monitored volume and accounts serviced as scheduled, as well as overall productivity.

Received PBG Role Model Award for Outstanding Performance in 2007.

Assisted in coordinating the placement of 265 vending machines at Rutgers University. (Completed project ahead of deadline.)

JOSEPH M. FANCERA ********@*****.*** PAGE THREE

Assisted Territory Sales Manager in the development of an action plan and guided the department through an internal company audit. Received first well-controlled rating for New Jersey from corporate headquarters.

Assisted Territory Sales Manager by aggressively implementing several changes, saving $190,000 in labor expenses for Piscataway facility in 2003.

Pre-Sell Representative - October 2001 - August, 2002

Called on existing accounts to take their orders to be filled. Interacted on a daily basis with customers and owners of stores to continuously build strong relationships with them, as well as grow the customer volume and increase customer service levels at all times.

OTHER RELEVANT EXPERIENCE

- Class A Commercial Driver’s License

- Forklift trained

EDUCATION / PROFESSIONAL DEVELOPMENT

J. P. Stevens High School, Edison, New Jersey - Diploma – Graduated Business Course

Middlesex County College, Edison, New Jersey – 1 Semester – Business Courses

Certification of Completion - Pepsi 2005 Relationship Edge: Coaching “Mission Possible – Overcoming Objections” Program - Russ Berrie Institute for Professional Sales, William Paterson University, Wayne, New Jersey

Certificate of Achievement “Humantech’s Train-the-Trainer” Training Program - The Pepsi Bottling Group, Piscataway, New Jersey

Delivery Excellence University 101 Course - The Pepsi Bottling Group, Roanoke, Virginia

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint, Outlook, Sales Pad, Road Net

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