Customer Service Manager

**** **** ******** ****** ****, Parma, OH ***** * ******.******@*****.*** * 216-***-****

Kenneth M. Hummel

OBJECTIVE I am seeking a position in your organization. I look forward to speaking with you and sharing what assets I can bring to your company.

EXPERIENCE

6/2002 - Present

Operations Manger

As my role of operations manager I am currently in charge of the distribution centers located through out the United States.. In these facilities I am responsible for the distribution functions as well as the warranty center and the manufacturing departments. I work with all of our 21 locations nationwide assisting in every aspect of our day to day operations. I often visit these sites to ensure company policy and procedures are being followed. I work closely with our inside and outside sales personnel as well as our finance division. I help spec out and test new enhancements in the computer programs, currently JDE, I do the training in our off site facilities when new programs are being rolled out. I work closely with the outside facilities with the P&L, and general ledger. In the beginning of the year I was given the additional responsibility of inventory control and quality assurance.

Here is a list of some of the skills used daily in current position.

Production Planning Skills

- Work closely with Sales and Marketing to develop immediate and future product needs.

- Responsible for ordering and coordinating timely delivery of raw materials, components and finished goods.

- Develop and maintain effective working relationships with suppliers.

- Negotiate and investigate the most cost effective ways to provide raw materials, components and finished goods.

- Identify opportunities for process improvements and cost containment in current systems and processes.

Customer Service Operation Skills

- Responsible for all functions of customer service and understands internal business needs for these functions

- Oversee all activities and processes related to customer service including inbound calls, order entry and returns.

– Troubleshoot external and internal issues related to any customer service function.

- Responsible for all systems and process that support Customer Service.

Distribution Center Operation Skills

- Oversee all aspects of day-to-day operations.

- Assure orders are printed, pulled, packed and shipped accurately and on schedule.

- Perform audits to assure accuracy of work.

- Responsible for all aspect of inventory management.

– Work closely with Operations Manager to communicate distribution centers daily activities and updates on important. Operational issues affecting any company shipments, sales, policies, personnel and procedures.

- Work closely with Finance and Production planning to ensure inventory accuracy and investigate and track variances.

- Identify opportunities for costs savings and operational efficiency in the Distribution Center.

- Facilitate daily departmental procedures and cleanliness of warehouse.

- Proficient in Microsoft Office applications (Word, Excel, Outlook) and strong analytical skills.

- Strong oral and written communication skills.

- Knowledge of shipping software systems and TFH order-entry software (UPS on-line, Platinum).

- Ability to work effectively as a team member and communicate effectively.

- Ability to effectively coordinate all aspects of production planning with a high level of accuracy.

OTHER RESPONSIBILITIES:

- Assure appropriate staffing levels for all areas of responsibility.

- Promote training and development of staff.

- Facilitate ongoing performance development, and formal annual staff reviews.

- Provide appropriates daily, monthly, quarterly and annual reporting to appropriate levels in the organization.

- Develop procedures and guidelines for areas of responsibility.

- Develop effective internal and external relationships.

- Demonstrate effective written and spoken communications.

- Responsible for risk management related to the Distribution Center, products and staff.

- Participates on cross-functional teams and company wide events/meetings.

Experience continued...

10/2000 - 6/2002 Amerimark Direct, LLC Cleveland, Ohio

Warehouse Manager/Assistant Operations Manager

Amerimark is a mail order catalog house that supported five catalogs. Anthony Richard’s - Apparel, Beauty Boutique - Cosmetics, Healthy Living - Health Products, Compliments - Shoes and Windsor - Jewelry. When I started with Amerimark I was placed in charge of the warehouse operations for the Anthony Richard’s Catalog. I have been able to reduce the staff and increase productivity at the same time. In April of 2001 I was given responsibility for the Windsor Division, as well as the Receiving Department which handles inbound shipments for all five catalogs. In June of 2001 I was placed in charge of all matters relating to traffic in the company, which includes all outbound and inbound shipments negotiate rates and reducing operating costs. I supervised 36 employees.

9/1995 - 10/2000 Wesco Distribution Incorporated Cleveland, Ohio

Purchasing, Inventory Control and Warehouse Operations

I started with Wesco in a branch located in Elmhurst, Illinois. In Elmhurst I reorganized the warehouse and improved all aspects of shipping and receiving. I supervised five warehouse personnel. In September of 1996 I was transferred to the branch located in Columbus, Ohio. The Columbus branch was awarded several national accounts including Norstran, Goodyear and Anheisher Busch. I supervised five drivers, two counter personnel, three 1st shift and three 2nd shift personnel. In June of 1997 I was appointed District Warehouse Manager. Giving me responsibilities over Wesco’s branches in Wesco Toledo, Lima, Akron, Lorain and Cleveland, Ohio. In February of 1999 I was transferred to Wesco Toledo. In the Toledo branch I took on more administrative duties as well as my warehouse duties. In July of 2000 I was transferred to Cleveland to take over all the purchasing and warehouse responsibilities for all five branches. All five of my branches were awarded their ISO certifications.

2/1991 - 8/1995 Office Equipment Company of Chicago Chicago, Illinois

Warehouse Manager

I started in a division of the company called Raymark Office Products. We filled office supply orders. The products included everything from whiteout to fire files. I supervised 3 drivers, 5 warehouse personnel, 1 computer technician and 4 administrative personnel. In October of 1993 I was promoted to manager of the main warehouse, where we received, stored, shipped and set up all brands of office furniture, free standing and systems. I organized an in house customer storage and rental program. I supervised 8 drivers, 10 service personnel and 10 warehouse personnel. I was also in charge of the Renaissance Division that offered refurbishing of client owned furniture. The divisions employed 20 Craftsman.

7/1989 - 9/1991 Eagle Consolidated Services (E.S.C.) Chicago, Illinois

Warehouse Manager

The services E.S.C. provided was the consolidation of the 2nd and 3rd class mail from various bindery and mailing houses. In my position I supervised 7 personnel, 5 on 1st shift and 2 on 2nd. My main responsibilities were the monitoring of the inbound and outbound mail, releasing loaded trailers via the Conrail and Santa Fe Railroads; I also handled customer service, ordering supplies and weekly payroll.

8/1988 - 6/1989 B&W Intestate Chicago, Illinois

Equipment control-Records Clerk

My responsibilities as equipment control included keeping track and locating trailers in transit from Portland, Detroit, Chicago and Indianapolis, handling detention and per diem bills from various railroads, as well as customer service. As Records clerk my responsibilities included maintaining records for 76 brokers, hiring drivers, checking payroll and designating routes.

1/1987 - 8/1988 Douglas Furniture Bedford Park, Illinois

Lead Man

My responsibilities as lead man included setting up various machines such as molders, shapers, mite saws, punchers, boring machines etc... I was also responsible for daily preventive maintenance and general production as well as running the department when my immediate supervisor was absent. Due to an increase in work. I was promoted to night supervisor. I supervised a crew of 14

1/1983 - 1/1987 United States Army 1st Battalion, 131st infantry Chicago, Illinois

Unit Administrator

My responsibilities included the maintaining of employee records and payroll for 230 personnel. Additional responsibilities included keeping track of supplies weapons and equipment.

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