Customer Service Operations Manager

Objective

To find a challenging position in logistics to expand my professional growth and apply proven leadership skills.

Summary of Qualifications

A highly effective hands-on leader with extensive experience and knowledge of Distribution Center procedures and processing of physical movement of merchandise. Effective communicator with internal and external business partners and ability to work with all levels of management and associates. Proven ability to troubleshoot and identify current and potential problems, evaluate alternatives, and implement positive solutions.

Professional History

Carlson’s Choke Tubes – Atwood, Kansas

Position: Vice President of Operations 2022 to current

As the Vice President of Operations, I oversee all the operations for the company. Using data, metrics and information I’m able to make decisions to strategically plan the company's operational future. I coordinate with all departments within the company to ensure that everything is running smoothly. I hire, lead and develop the operation leaders. Listed below are some highlights that I’ve done since my time with Carlson’s Choke Tubes:

Designed and coordinated the build out of a new warehouse.

Planned and coordinated the move from their old warehouse to their new warehouse.

Developed daily, weekly, and monthly KPI tracking to understand performance and drive efficiency.

Created and implemented a supply management tracking system.

Added a location system along with implemented a WMS system.

Saved $500K annually with parcel shipping charges through negotiations with carriers and making sure the correct ship methods/packaging were being used.

Smart Warehousing – Gardner, Kansas

Position: Executive Director 2017 to 2022

As the Executive Director I was responsible for supporting, managing, executing operations, technology initiatives, budgeting, labor, and projects in the field operations. Facilitating communication and managing relationships with external partners, field leaders and internal support departments. I was responsible for implementing, communicating, maintaining, supporting the operations of all company owned warehouses within the region. I ensured and followed policies, procedures, and standards of Smart Warehousing and consistently communicated these standards pertaining to the customer experience, associate satisfaction, safety, food safety and the Smart Warehousing brand. Establish service levels and key performance indicators to ensure optimal performance, communicate executable expectations that will enable the company’s strategic business objectives to be achieved. Recommended and oversaw the ordering of supplies, and equipment ensuring adherence to fiscal discipline, effective distribution, and sufficient quantities to ensure success. Managed the flow of relevant and accurate business information to the region’s team.

Listed below are some addition responsibilities that I was responsible for:

Developed objectives and strategies for warehouses, monitored performance against these objectives and provided feedback to site leadership and team members.

Created standard operating procedures and best practices in terms of performance monitoring to optimize quality and delivery time.

Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.

Integrated the technology, quality, purchasing and logistics functions to support process excellence.

Lead, supported, motivated, directed and retained high caliber staff.

Strived to achieve world-class supply chain, warehousing, and logistics operations.

Promoted “total customer satisfaction” (delivery, quality etc.) within all Operations teams.

Ensured employee safety and compliance.

Managed logistics and processes. Implemented and improved processes and management methods to generate higher ROI and workflow optimization.

Investigated and introduced process improvement measures.

Built an open and honest communication line with the organization.

Interacted regularly with individual department heads to ensure that company’s operational priorities are aligned with total company direction.

Prepared and submitted monthly reports.

Managed the regional P&L to meet or exceed company expectations.

Medline Industries – Phoenix, Arizona

Position: Branch Manager 2016 to 2017

Listed below are some of the current responsibilities I had in my role as the Branch Manager with Medline Industries.

Mentored, coached, and provided direction to warehouse operators.

Developed processes and procedures for all warehouse functions and implement upon completion.

Scheduled and coordinated daily workflow for distribution center, monitored the pace and flow of product from receiving through shipping.

Read and analyzed system generated reports to measure productivity and efficiency.

Managed a growing fleet of distribution trucks and the related routes to assure maximum efficiency.

Provided direction to safety committee to assure a safe working environment.

Monitored and controlled business-related costs.

Tracked and recorded customer related issues and challenges to develop a strategy to overcome any internal problems.

Listed below are some of the key accomplishments at Medline Industries:

Have successfully led the move and shutdown of three facilities into a new 700,000 square foot facility.

Zumiez Fulfillment/Ecommerce Center – Edwardsville, Kansas

Position: Sr. Operations Manager 2012 to 2016

As the Sr. Operations Manager, I had the overall responsibility of managing all production departments in the facility. This included Inbound, Outbound and Inventory Control. My top priorities were to ensure service level was met each and everyday as cost efficient as possible and to embody and train my team the Zumiez culture day in and day out. Listed below are some additional responsibilities that I was held accountable for.

Managing, paying and reporting all expenses.

Ensure all maintenance issues are addressed in a timely and safe manner.

Troubleshoot and fix all IT needs and issues.

Address all employee relation issues and ensure they are handled and documented consistently and accurately.

Training and developing the Zumiez staff.

Plan and coordinate Monthly Employee relation meetings.

Work with all vendors to ensure our needs are met and we are getting competitive rates around the board. This includes a variety of vendors from shipping to supplies to work staff agencies, etc.

Listed below are some of the key accomplishments at Zumiez:

My second week with the company included overseeing the movement of the primary fulfillment location and customer care department 1,800 miles in 45 semi-trucks from WA to KS. The move began on Friday, the first order from the new site shipped successfully on Sunday, and we took calls on Monday. This daunting task required collaborating with operational staff at both sites, IT operations, vendors, customer service and the logistical company.

The move from WA to KS created a team of almost 85% newly hired talent requiring the development and deployment of training modules for peak staffing of 250+ team members. Modules focused on empowerment, accountability, teaching, learning, competition and fun to create the culture reflected by our corporate philosophy.

Without the introduction of automation, implemented processes and procedure improvements to increase pick productivity by 27% while lowering cost per order 48% thus beating budget in a single year by more than $664,000.

Through the development of a cross-functional customer service team who focused on “Making Calls Go Away”, contacts as a percentage of orders were lowered 67%.

Completed inventory analysis to determine space needs for a 5-year facility recommendation, which resulted in the contract negotiation of additional lease space and a complete, re-set of the facility to accommodate the next 5 years of growth.

Deployed a pay for performance program, which is still in effect without revisions, and adopted for use by other divisions of the company as its generated extremely high employee satisfaction reviews while continuing to drive more efficient pick rates.

Launched a fulfillment expansion solution in our domestic stores to drive additional inventory turns, utilize store staff, leverage all corporate wide on-hand inventory, drive sales, shorten transit times and better customer service experience. This venture required a team effort with IT operations, fulfillment, stores, loss prevention, accounting, customer service, vendors and the executive team.

Executed a facility shutdown in 2016.

Musician’s Friend Fulfillment/Ecommerce Center

Position: Operations Manager 2007 to 2012

As the Operations Manager, I had the overall responsibility for managing the receiving/shipping and distribution activities across all shifts to ensure the prompt and accurate delivery of all products to our customers, including managing all processes and personnel. Listed below are some of the major responsibilities that I was held accountable for:

Plan and implement the departmental structure, personnel and service integration of all outbound and inbound services. Develop reporting lines and major areas of responsibilities; develop communication plans for associates regarding how to properly process inbound/outbound orders and inventory transactions.

Ensure that all products are shipped in accordance with expected customer delivery dates.

Ensure the accuracy and the integrity of shipping and receiving through the review of daily tasks.

Ensure procedural discipline and process improvements are completed within the shipping and inventory control departments.

Monitor and ensure that shipping and receiving reports accurately display distribution center metrics.

Ensure the quality of paper and electronic documentation and accuracy of all warehouse systems transactions.

I consistently held all associates and Supervisors to very high expectations and set high but realistic goals. There was continued encouragement to ensure communication and teamwork was practiced always. This level of encouragement and communication enabled my teams to break production records and set high standards for not only our own shift but raise the bar for other shifts to follow.

I also held a couple other key positions at Musician’s Friend. Before I was promoted to the Operations Manager, I was the Supply Management Coordinator. In this role, I acted as the liaison between the Distribution Center and the Supply Management Department. I ensured that inbound shipments are received and processed in a timely manner, troubleshoot and resolve shipments that cannot be received, and ensure that special or urgent shipments are expedited through the Distribution Center. Some additional duties and responsibilities include:

Provided support to the Account Payable department resolving vendor or shipment related issues and concerns.

Managed and reported problems or issues with inbound shipments as well as merchandise from the Distributions Center’s stock.

Managed and upheld various applications, programs, and reports and ensuring that the line of communication from the Distribution Center to the corporate office (and vice versa) is accurate and understandable.

Worked closely with the Distribution Center’s logistics department tracking and resolving any issues with the inbound shipments, provides support and communication as it relates to issues or concerns from the vendor community or the corporate office.

Responsible for organizing and executing special projects and tasks to support either the Distribution Center or the Supply Management department.

Partnered with other departments to help streamline their daily processes.

When starting at Musician's Friend I held the position of the Supervisor of Primary Shipping. In this role, I was responsible for overseeing the day-to-day operations in the primary shipping department on B shift. Ensure orders are being fulfilled accurate and in a timely manner. Hold associates accountable for their daily tasks and set department standards to help increase individual performances. I mentored associates and Leads to help develop their managerial skills to help them achieve their future goals. Partnered with fellow Supervisors to ensure each department on B shift was being used to the maximum capabilities with the number of associates that we have on each given night. This helped ensure we were maximizing the number of orders we ship out every shift.

Kohl’s Stores, Inc. Distribution Center 1999 to 2007

Position: Supervisor of Transportation 2006 to 2007

In this role, I was responsible for the weekly delivery forecast and managing workflow to meet level of service requirements and accuracy standards. Oversee yard operation to include relationship with third party provider. Plan, organize and coordinate the operation, inspection, maintenance, repair and storage of trailer inventory. Interface daily with DC and Store management to support business needs and resolution of issues.

Supervisor 2nd shift Receiving and Flat 2004 to 2006

Assistant Supervisor 3rd Shift Shipping, Receiving and Pack-to-Light 2001 to 2004

Responsibilities include: efficient processing of merchandise; coordinate workflow to meet UPH and accuracy; maintain and document data to produce various reports, train and develop other associates and ensure work area is safe and following polices.

Assist with start-up of 3rd shift operation in Shipping, trained all associates.

Travel to Corsicana, TX to train Shipping department

Implement manifest process in Pack-to-Light on 1st Shift.

Implement Auto Store Unit Adjustment on all three shifts.

Increase monthly backhaul dollars.

Traveled to Macon, GA to train new associates and assistant Supervisors in the processing and handling departments.

Partnered with Corporate to resolve issues on the implementation of Auto Store unit adjustment program.

Implement productivity standards and processes for 2nd Shift Receiving and Flat Departments

Successfully implemented the roll out of the One-Way and sweep program.

Smoke Stack BBQ 1996 to 1999

Position: General Manager of Operation 1996 to 1999

I ran and operated all day-to-day operations. Ensured food quality and customer service consistently exceeded expectations. Listed below are some of the responsibilities that I had in as the General Manager of Operations:

Strategically staffed per business needs

Controlled all inventory of supplies and products.

Ordered and maintained all food ordering and cooking.

Preformed all daily quality checks.

Took all customer service questions and concerns.

Scheduled all caterings and private dining parties.

Controlled and submitted all revenue. Sales, payroll, etc.

Participated in all Health department inspections.

I began my career at Smokestack BBQ washing dishes and have done everything you can possibly do in the restaurant business; from cooking to serving to managing. I have a vast knowledge of what it takes to run and manage a successful business. My hands-on leadership style and positive attitude help motivate the staff and keep a very positive moral. My ability to see potential bottlenecks and production slowing issues as well as my awareness that food service is a fasted paced environment allows me to monitor and implement procedures and work methods that will accommodate the quickest service possible to the customers.

Education

Missouri Western State College, St. Joseph, Missouri

Longview Community College, Lee’s Summit, Missouri

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