Customer Service Supply Chain

Mark Yoshimura

***** ******** ***** **, ******, OK 73012 561-***-**** *****@*****.***

Summary:

Business executive with deep expertise in operations, logistics, merchandising and finance working for public and private companies in diverse industries including consumer goods and ecommerce. Highly effective change agent who identifies improvement opportunities and drives development and implementation of key initiatives that increase customer satisfaction, reduce costs and accelerate growth.

Experience:

APMEX ($2B Ecommerce Company), OKC, OK

VP Operations, SVP Operations, Chief Operating Officer Aug ‘12 – Nov ‘21 Track record of increasing responsibilities across the organization including 3 years as COO.

Responsible for driving performance improvement across Supply Chain, Manufacturing, Merchandising, Wholesale, Sales and Customer Service teams by integrating a culture of metrics-driven behaviors, developing and streamlining processes, and driving execution performance through leadership.

Led the start-up of internal manufacturing moving from a team of 2 to over 50 associates. Implemented ISO and led the development of the department through Lean principles. Developed internal production scheduling tool to provide visibility across the organization as to what is being planned and what has been produced. Implemented labor tracking tool to manage individual task productivity.

Led a cross functional team made up of manufacturing, merchandising and marketing on S&OP activities.

Improve service levels via our Fulfillment team by moving the organization to a same-day/next-day fulfillment program that created a differentiated service offering within the industry. Conceived and implemented retail freight collect program that increased sales to cash cycle for customers. Faster service levels were driven through increased productivity and quality of the distribution team.

Increase gross margins by over 30% perpetually via the Phone Sales channel by developing a sales program that creates increased customer awareness around assortment options on higher margin products across our 20,000 sku assortment.

Expand sales and gross margins for the company via the Merchandising team by working with key suppliers on exclusive product offerings. Leverage these efforts to cross-promote across the Phone Sales team.

Increase company gross margins by over 15% by creating programs via our Sourcing team that increase the percent of secondary market sourced product available to sell at higher margins.

Managed optimum inventory levels for $250 million in inventory taking into account significant peaks and valleys in demand, and inconsistent supplier availability.

Leverage web-site traffic to attract wholesale business partners to list their high-end numismatic product on the website on a consignment basis, driving incremental GMROI by having a wider assortment of high-margin / zero inventory product. Florida East Coast Railway, Jacksonville, FL Apr ‘11 – Jul ‘12 Vice President, Logistics

Developed and sold strategies to shippers pertaining to 1.5 million sq ft logistics center in support of south Florida port strategy

Responsible for development of co-marketing programs with both Port Miami and Port Everglades in support of strategy to induce more import/export traffic through south Florida, and hence FEC’s intermodal network Office Depot, Inc., Boca Raton, FL 1998 - 2010

Sr. Director, North American Transportation Jan ’09 – Dec ‘10 Responsible for all segments of NA transportation (inbound, retail outbound, customer / home delivery, and retail sort/segregation) totaling more than $350 million in transportation expense management. Accountabilities also included inbound scheduling into DC’s/Xdocks, 3PL negotiations/management, contracting, outbound routing, and key customer service metrics to the organization.

Modified operating principles, and carrier contracts resulting in over $30 million in expense reductions in 1 years

Conceived, sold, and implemented a “game changing” supply chain initiative that resulted in $8 million in fixed expense reduction (consolidated 7 facilities), increased service to stores by increasing delivery frequency, moved the transportation operating model to 100% variable, and reduced overall transportation expense to retail stores.

Managed 3PL crossdock locations that were meant to act as last mile delivery executors for store inventory freight.

Increased customer service metrics on B2B/B2C deliveries (400,000 deliveries per week) to world-class levels as compared to historical internal benchmarks, and UPS service levels. Mark Yoshimura (continued)

Managed a team of 40 field transportation professionals focused on driving 3rd party carrier performance standards across over 100 satellite locations, acting as key consultants to the sales team and stores division, and driving world-class service levels to our B2B/B2C customers, as well as to our internal stores. Director, Corporate Transportation Oct ’07 – Jan ‘09 Director, Vendor Integration – Supply Chain Jan ‘04 – Oct ‘07 Responsible for newly created department within the company focused on vendor set-up / compliance, vendor management, supply chain development, and supply chain analysis / reporting

Continuously worked with key suppliers on improving supply chain performance thru collaborative efforts and data visibility tools including the development of vendor scorecards that ranked supply chain performance against their peers

Created the supply chain analysis and reporting team which is responsible for all supply chain reporting production, and the development of new tools that streamline current processes through the use of software tools such as SQL, and Visual Basic

Developed and implemented vendor set-up and vendor compliance procedures for the company

Responsible for the development and implementation of custom CPFR programs for vendor community

Developed complex supply chain models designed to optimize the flow of inventory thru a network of 10 crossdocks, 20 fulfillment centers, and over $1.0 billion in inventory

Identified internal opportunities to improve inventory yield and service via lead time reductions, stock balancing, order frequency, and inbound load balancing

Director, Transportation & Supply Chain Finance Jun ‘02 – Jan ‘04 P&L responsibility for all inbound and retail outbound transportation, totaling more than $100 million in transportation expense. This responsibility was in addition to the business unit controller position listed below.

Liaison between 30 distribution facilities, trade vendors, replenishment, and transportation towards the continuous improvement of Office Depot’s logistics network

Managed complex inbound freight collect program (45,000 loads / yr) that led to improvements in on-time performance, reduced lead times, and significant cost savings through consolidation, and integrated leverage of outbound dedicated fleet Director, Supply Chain Finance Feb ‘00 – Jun ‘02

Business unit controller for Crossdocks and Transportation. This includes reporting, budgeting / forecasting, freight payment, and general accounting for the business unit ($300+ million in expenses/allowances)

Responsible for negotiation of vendors to company’s freight collect initiative, including determination of all crossdock and inbound freight collect allowances

Director, Merchandise Operations Nov ‘98 - Feb ‘00 Managed non-buying activities within the Merchandising organization

Supported merchants in their purchasing and planning decisions through the development of analytical tools that simplified data analyses, streamlined cumbersome processes, and provided consistency in approach to merchandising analysis

Represented the merchandising organization on various projects and task forces related to key initiatives for the company

(merchandise exit strategies, program monies, application development, etc.) Payless ShoeSource, Inc., Topeka, KS

Manager of International Business Development, Corporate Development Mar ‘97 - Nov ‘98 Developed frameworks to evaluate international markets, strategies for entry, and project valuations

Analyzed nine major markets around the world through exploratory research, and country visits that included meetings with consultants, investment bankers, retailers, and market tours of each country

In-depth analyses and business plan of target country including financial, market / competitive, and real estate Education:

Krannert Graduate School of Management, Purdue University MBA, Marketing

Iowa State University

Bachelor of Science, Statistics

Contact this candidate