Manager Customer Service

Summary of Qualifications

Extensive background in Supply Chain Management: Operations, Distribution, Assembly and Return Processing. Over 25 years experience involving up to 200 employees and 600 associates within non-union environments. Direct accountability for P&L, Process design and Customer specific SLA’s. Strong leadership, strategic planning and communication skills with ability to build effective, successful business operations that earn an excellent reputation within the marketplace.

Professional Experience

Arvato Digital Services /Bertelsmann Group (BMG) July 2011 - Present Worldwide Software, Manufacturing, Packaging and Distribution Company servicing a diverse customer base.

Senior Director, Operations - Pleasant Prairie, WI

Full service Assembly, Distribution and Return Center, 535,000 sq/ft facility operating 24/6 servicing a client base of 15 customers including SanDisk, Coleman, Canon, Ubisoft, Intuit (Turbo Tax) Sonoma Music, MacAfee.

SAP driven systems tailored to customer needs ranging from full service assembly, order management, distribution direct to store and consumer Ecom fulfillment with a customer portal providing real time client access. Responsible for P&L, facility operations, including various JIT packaging and distribution applications as directed by customer.

Ditan Distribution, LLC / Cinram International July 2005 – July 2011 Software, Wireless, Manufacturing, Packaging/Distribution Company servicing Motorola, Hollywood Studios and Video Game Publishers.

Vice President Operations - Cinram Games Division Plainfield, IN

Distribution, Assembly and Return Centers: Indianapolis, IN, Louisville, KY, Cincinnati, OH and Atlanta, GA.

Recruited to join the Games Division in 2005 to grow divisional business from $28mm to $100mm within three years in preparation for acquisition by Cinram from privately held Ditan LLC. Business model consist of Video Game Publishers (Lucas Arts, SEGA, Take2 UbiSoft) and retail clients (Starbucks, Best Buy, TRU, Sears) providing value added and distribution services 24/6 from basic DC operations to custom packaging and retail delivery. SAP/WMS based customer portal provides real time access to daily business activity and detailed business management tools. Plainfield, Indiana DC services 40+ customers shipping 110mm units/ 4mm orders annually with a CPU of <$0.05 per unit down 45% vs. 2006. New release and Retailer driven POS replenishment business with 15k+ Retailer and DC shipments daily.

SONY Entertainment Distribution Bolingbrook, IL 2004-2005

Hardware, Software, Packaging Distribution Division.

Senior Director Warehousing & Distribution -

Transitioned business from Deluxe Media Services 3PL provider to SONY in house services. Exceeded corporate P&L objectives for a 775,000 Sq/ft Regional DC facility and National Returns Center operating 24/6 with 250 full time employees and 400 temporary associates. Sony Pictures, Sony PlayStation and Sony/BMG Music processing over 15k orders/ 800k units per day of Consumer, Direct to Store and Distributor orders. Developed and executed loss prevention and distribution plan for the initial street date release of >1mm Play Station Portable (PSP) hardware and software units.

Deluxe Media Services 1998-2004

Worldwide Digital Film, Entertainment, Software, Manufacturing, Packaging and Distribution Company.

Senior Director, Operations - Pleasant Prairie, WI

One Million sq/ft, four building campus servicing Sony Pictures, Paramount and Universal Studio Distribution, Customer Service and Retailer Return activities. On time shipping rate in 2003 of 99.8% for 300mm units and over 62mm units of return product, an increase of 42% and 35% respectively vs. 2002. Achieved an annualized employee turnover rate of less than 6% while maintaining a 3% salary cap 2000 to 2004. Associate/Temporary labor fill rate at consistently 98% with 300 having at least one-year retained seniority. Street Date driven New Releases business (Spiderman 25mm units) to daily catalog replenishment orders driven by POS retail data, 400% swing in daily/seasonal demand planning.

Deluxe Media Services 1998-2000

Manager, Distribution Operations - Detroit MI.

Senior Operations DC Manager of entertainment based media such as VHS video, DVD, and Computer games, Time Warner/AOL Magazine shipments to the Airline industry. Responsibilities include Facility Manager, Loss Prevention, Distribution and Customer Service departments. Instituted facility QMS processes and procedures.

Technicolor Distribution Services 1992-1998

Worldwide, Digital Film, Entertainment, Software, Manufacturing, Packaging and Distribution Company.

Manager, Distribution/ Packaging and Returns - Livonia, MI

Managed distribution for the leading manufacturer (Color by Technicolor) distributor of Video/DVD and Interactive software for Buena Vista Home Entertainment (Disney). Shipped over 150 million units per year, 45 Million with order cycles of <24 hours. Facilitated daily conference calls with Disney coordinating 8000 sales orders per day shipped to distributors and retailers across the U.S. Utilized both A-frame (400 dispensers) and Pick To Light (8000 locations) order selection and processing systems in two 400k/200k sq/ft operations.

Managed custom packaging (kitting) and customer return departments. Packaged Video/ DVD for distribution in North America for Disney, Warner Bros. and Independent studios. Display assembly for instant in-store set-up.

Processed 20mm units of returns annually with 100/100 full-time/contract Associates 6-day, 3-shift operation.

• Member of ISO 9000 implementation team that achieved certification in one year.

Restructured associates and warehouse design that achieved the following:

• Cost per unit reduction of .025 annual savings of $1.3mm for the 60mm unit direct to store division.

• Reduced customer shipping discrepancy inquiries from 3% to .012%.

• Increased on-time shipping performance from 82% to 98.5%.

Handleman Company 1978-1992

Entertainment, Software, Rack Jobbing, Inventory Management and Distribution Company.

Facility Manager - Cincinnati, OH

Directed: Manufacturing, Production, Purchasing, Administrative and Warehouse Operations, 200k sq/ft building. Produced 15 million VHS Videocassettes annually from raw stock to finished retail product operating 24/5 with 125 union employees. Provided Distribution, Royalty Tracking and Restocking services to video distributors and major retailers throughout the U.S. Video Division accounted for 4% of gross sales attributing 17% to total company bottom line profitability.

Handleman Company

Branch / Return Center Manager - Troy, MI 1978-1988 Coordinated operations between sales department and warehouse. Direct to store shipping to 300 customers. Initiated field contact with customers to resolve service and/or product concerns. Routed deliveries for company trucks serving over 300 customers. Promoted from service/merchandising supervision to bring customer sensitivity within the operations department. Responsible for shipping, receiving, order review and order pick-pack-ship. Set up new 40,000 square-foot processing operation built around ACCU-SORT sortation system. Two-shift operation with 60 union employees. Ranked #1 in return center productivity, processing 18 million units of entertainment software annually.

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