Customer Service Manager
Resume:
WESLEY A. HUESMAN
Holland, MI 49424
********@*******.***
SUMMARY
A Logistics/Supply Chain professional with extensive experience in third party logistics servicing both Fortune 500 and privately held clientele. Strengths include transportation management, warehouse and distribution center operations, customer service and account management, regulatory agency compliance, and P&L management. Managed complex projects and operations, consistently meeting or exceeding financial and operational expectations. A proven team leader, capable of developing open and effective communication amongst internal and external business partners.
PROFESSIONAL EXPERIENCE
October 1997-January 2010 Penske Logistics
Operations Manager-Holland, MI (Aug 2001-Jan 2010)
- Managed dedicated “mixing center” servicing an international office furniture manufacturer.
- Personal responsibilities included:
- Account management and customer service.
- P&L management ($5+ million annually).
- Maintaining all safety and regulatory compliance aspects (Company, OSHA, and DOT).
- Developing, reporting and monitoring service metrics.
- Supervising eight direct reports (4 operations supervisors, 1 customer service/office manager, 2 loadplanners, and 1 inventory control specialist) supporting a variable workforce of 100+ non-exempt associates.
- Reduced annual transportation costs in excess of one million dollars by utilizing transportation mode shifts, careful inventory management practices, and reducing shipments to customers through order consolidation.
- Optimized cost components, reducing “mixing center cost as percent of sale” from 2.25% to 1.92%. Achieved this result by driving productivity improvements, implementing operational process enhancements, negotiating price reductions and/or material alternatives with suppliers, and improving material utilization while reducing waste.
- Led several multi-functional teams to develop programs designed to improve customer satisfaction, enhance service quality, reduced damage frequency, and enriched associate performance and satisfaction.
- Increased revenue $405,000 by identifying and securing new and additional business.
- Improved on-time shipping from 98% to 99.9%.
- Led enhanced packaging initiative aimed at reducing LTL freight damage. Resulted in 80% reduction in freight claims. (2003)
- Improved profitability by an average of 30% through careful P&L management. (2002-2006)
- Conceived, documented, and implemented detailed loading guidelines. (2003-2006)
- Designed low-cost load securement device for use in dry van trailers. (2005)
- Led ISO 9004 certification project. (2006)
- Achieved three consecutive years of reduced workman’s compensation claims and expense. (2007-2009)
- Implemented LTL shipping procedures designed to ensure appropriate service level selection. (2008)
- Mentored fellow Operations Manager and Senior Operations Manager on aspects related to client specific operations, account and financial management. (2008)
- Successfully implemented dedicated fleet operation handling interplant finished goods and materials movement. (2009)
- Designed, piloted, and launched department dedicated to small parts packaging and shipping. (2009)
Logistics Center Manager-Montgomery, AL (Nov 1999-Aug 2001)
- Managed dedicated contract carriage operations servicing multiple retail organizations.
- Exceeded profitability by 48%. (2000)
- Improved DOT compliance from <90% to 100% in first six months.
- Awarded “Carrier of the Year” for 1999 fiscal year by achieving measures such as 98% on-time delivery, backhaul revenue goals, and other key performance indicators critical to customer.
- Served as example for P&L variance report-out at regional meeting. (2000)
Management Trainee/Dispatcher-Indianapolis, IN & Arthur, IL (May 1998-Nov 1999)
- Coordinated US distribution for multi-million dollar cabinet manufacturer by utilizing dedicated fleet of 35 drivers, as well as 9 third party carriers. (Arthur, IL)
- Directed cross-functional team on projects related to customer service, home deliveries, return authorizations, time-sensitive materials collection, and driver interaction.
- Managed company and DOT regulatory compliance for dedicated fleet.
- Developed carrier management system, enabling flexible capacity to accommodate business fluctuations.
- Successfully maintained on-time deliveries during customer’s labor strike that increased the plant backlog 200%.
- Provided dedicated contract carriage service for 5 separate customers: 2 automotive manufacturers (inbound materials procurement), 2 retail distribution centers (distribution center support), and a furniture retailer (inter-company product movement). (Indianapolis, IN)
Dispatcher-Bloomington, IN (Oct 1997-May 1998)
- Controlled finished goods distribution, inbound materials collection, and yard management services. Client was a large international electronics manufacturer.
- Managed dedicated fleet of 50+ union drivers.
- Maintained equipment inventory records.
EDUCATION
1994–1998 Indiana University Bloomington, IN
- B.S., Marketing-Distribution and Operations Management
TRAINING
- Six Sigma trained
- Alcohol and Controlled Substance Reasonable Suspicion
- Selection Skills and Positive Associate Retention
- Penske’s Essential Leadership Training
- FMLA administration and compliance
- EEOC and Fair Labor Practices guidelines
- Various DOT and OSHA training
REFERENCES
- Available upon request
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