Customer Service Manager

SCOTT SCHINDLER

**** ********* ***** • Mentor, Ohio 44060 • ***************@*****.*** • 440-***-****

SUMMARY

A results oriented professional with over 20 years of experience in distribution and office management. Strengths include leadership, cost control, multi tasking, research analysis, project management and problem solving.

EXPERIENCE

Brailled On Belvedere

March 2010 – present

A transcribing company that translates written word to Braille for the sight impaired.

Operations / Marketing Manager

• Manage the day to day activities of the company.

• Find new clients.

• Provide customer service (maintain quick turn around times on orders; resolve any issues as they arise, etc.).

• Outsource work to independent Braillist when needed.

Concord Music Group / Telarc International Corporation, Beachwood, Ohio January 1990 - October 2009

Grammy Award winning record company that produces, licenses, and distributes music recordings and albums world wide. Employs approximately 100 employees.

Distribution Center / Office Manager July 2007 – September 2009

• Supervised the Distribution Center, Customer Service Department and Administrative Staff (12 direct reports).

• Resolved any customer related issues, maintained 24 hour order fulfillment and worked with corporate on sales programs.

• Coordinated 40% space expansion of the distribution center. Designed layout, worked with contractors, purchased racking and maintained work flow during expansion.

• Contributed to creating a new revenue stream by implemented procedures to manage the distribution of new and varying merchandise for an independent third party.

• Closed the Berkeley, California distribution center and transferred product to the Beachwood, Ohio location. Inventoried product on both ends and negotiated freight pricing.

• Maintained 24 hour order turn around time during the annual Winter Sales Program that saw a 30 % increase in 4th quarter shipments / sales from the previous year.

• Shopped, evaluated and negotiated pricing for a new phone system to service the 40 employee Beachwood office.

• Set up recycling program with a local company to sell scrap CDs for cash.

• Entered inventory in Mail Order Manager Software and replenished product as necessary.

• Orchestrated the closing of the Beachwood distribution center to a third party without interrupting customer deliveries. Maintained employee morale, 24 hour order turn around and performance during this time leading to a seamless transition.

• Reported to Telarc International’s President.

Warehouse / Office Manager October 2001 – July 2007

• In addition to the Warehouse Staff, supervised the receptionist and mail room personnel. Cross trained back ups and scheduled time off.

• Wrote employee performance evaluations and produced salary adjustment recommendations; conducted interviews and hired employees; provided training sessions for employees. Submitted payroll report to Human Resources bi-monthly.

• Researched, evaluated, negotiated and purchased such items and services as copier leases, miscellaneous warehouse equipment, utilities, various service companies and assorted supply vendors.

• Negotiated contracts with all small package and truck carriers (Federal Express, UPS, Yellow Freight, etc).

• Directed all telecommunication responsibilities and procedures; maintained company equipment, monitored expenses and created company policies to keep expenses within budge parameters.

• Responsible for the company credit cards: opened/canceled accounts and monitored expenses. Resolved discrepancies.

• Resolved all building and HVAC issues. Coordinated service with landlords and independent contractors, tracked deductibles to ensure leasing agreements were met.

• Ensured company met all OSHA/city requirements; Accompanied OSHA /city personnel as they performed inspections.

• Warehoused approximately 2 million units; maintained 24-hour order turn with exceptional accuracy rate including peak seasons (4th quarter).

• Responsible for annual physical inventories and cycle counts. Inventory book to physical adjustment consistently well under 1%.

• Coached, counseled, and led warehouse staff as well as some office personnel; Upheld little turn over and preserved employee morale during complex situations; reported to the VP of Finance CFO.

Warehouse Manger January 1990 – October2001

• Wrote the annual department budget; monitored expenses to stay within budget.

• Supervised department of 8 – 10 employees (gave performance evaluations, scheduled time off, terminated and hired employees as necessary).

ADDITIONAL EXPERIENCE

Sales Representative

Music Promotions Incorporated, Columbus, Ohio, April 1985 – December 1989

A budget music distributor selling to various retailers.

• Called on Target and Venture discount stores in Missouri, Tennessee, Arkansas and Illinois.

• Consistently increased sales by 20 - 30% from the previous year.

• Set up various sales programs.

Education / Assorted Sampling of Attended Seminars

• Cleveland State University – Business Management, Cleveland, Ohio, 1983-1985

• “How to Deal with Vendors and Suppliers” – Baldwin Wallace College

• “Better Warehouse Management Through Inventory Control” – Key Productivity

• “Export Transportation Workshop” – Lakeland Community College

• “Performance Evaluation and Criteria” – Key Productivity

• “Growing Better Employees Workshop” – Erika Anderson

• CPR certified – Red Cross

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