Customer Service Manager
Resume:
Robert Dahlke
Hutto, Texas *8634
*************@*******.***
OBJECTIVE
Experienced manager with an expertise in customer service operations and inventory management seeks a challenging position in a growing company with opportunities for personal growth. Credentials include; leadership roles in systems conversions, process reengineering, inventory management, profit and loss and customer relationships.
SUMMARY
* Goal oriented self starter with established record of process improvement and team building.
* An effective communicator with the ability to communicate and deal with customers and vendors at all levels.
* A team player and leader who motivates by setting high expectations for my team and myself.
* Recognized as an effective manager with strengths in strategic planning and employee development.
EXPERIENCE
Pelican-Hardigg Advanced Case Solutions: Austin, Texas
General Manger 9/07-present
Manager of independent business group; responsible for profit and loss, customer service, engineering solutions, production operations and inventory management.
Key accomplishments:
• Established key relationships with Core Dealers resulting in improved customer service and issue resolution.
• Control expenses by keeping expenses under budgeted goals for last 2 years. Current fiscal year expenses are at 92% of planned budget.
• Developed a production team capable of meeting production requirements for business group growing at 30% annually.
• Successfully transferred group over to SAP ERP software with minimal disruption to customer base.
• Created a culture of employee development which has led to the highest trained staff outside of the corporate offices.
Munters DryCool: Selma, Texas
Warehouse and Inventory Control Manager 3/06-6/07
Manager of business group with 25% growth responsible for inventory control, production support and customer shipments.
Key accomplishments:
• Developed a warehouse team capable of meeting production requirements for business group growing at 25% annually.
• Established SOP for warehouse and inventory control. Implemented inventory control program establishing control parameters and methodologies for root cause analysis.
• Introduced RF technology into key processes.
• Currently developing new warehouse floor plan and processes with the pending completion of new facility. Developing new inventory structure for San Antonio facility.
National Instruments: Austin, Texas 1/01-3/06
Materials Manager 4/05-3/06
Manage warehouse operations of multinational company distributing products to customers and branches across six continents. On site electronic manufacturing supported with automated equipment and RF technologies.
Key accomplishments:
• Operations member of core development team that implemented Next Generation Warehouse project in Jan. of 2005. Annual savings of project is $375K per year and an ROI of 3.5 years.
• Use of Lean manufacturing principles including Kaizan events and Value Stream Mapping.
• Member of Manufacturing Core Team for ISO 14001 Environmental compliance. This team had just completed implementation of the new standard.
• Manager of Inventory Control for Austin facility. Developed method of managing aging inventories. Reduced inventory churn (adjustments) through Kaizen events improving inventory accuracy.
Stockroom and Receiving Manager 5/02 - 3/05
Manage receiving and stockroom organization responsible for supporting low volume/high mix production operation with $500M in annual sales.
Key accomplishments:
• Reduced production downtime as the result of material shortages by 95%.
• Implemented location control project improving inventory accuracy and efficiencies. Improvement in efficiencies resulted in an annual savings of $105,000.
• Developed Quarterly Employee Rankings tool. This tool, used across all areas of manufacturing, provided employees with meaningful feed back on performance in regards to Productivity, Quality, Initiative and Attendance. The tool is designed to address employees that, "kind of," meet expectations in performance and give them timely feed back to address issues.
Shipping Manager 1/01 - 4/02
Manage a domestic and international shipping and final assembly operation, processing 15000+ shipments per month.
Key accomplishments:
• Achieved and maintained a shipping accuracy level of 99% and greater.
• Implemented process changes and increased efficiencies thereby reducing overhead expenses by 25%. An annual cost savings of $400,000 was achieved.
• Implemented inventory control process that improved hit/miss accuracy by 40 points.
FedEx Logistics: Austin, Tx.
Operations Manager 5/00 - 12/00
Manage a 57,000 square foot warehouse with 100+ employees across three shifts. Responsible for shipping, receiving and customer service functions of third party logistics operation. Additional responsibilities included inventory control management of all FedEx 3rd party logistics facilities responsible for the Dell Computer Corporation account in Austin.
Key accomplishments:
• Increased shipping throughput capacity by 300% while reducing cycle time by 25% without increasing resources.
• As inventory manager, improved accuracy from 85% to 95% in 1 and months
EDUCATION
Bachelor of Arts, Political Science. Texas Lutheran University, Sept. 1995
Lean Manufacturing Certification through TMAC
REFERENCES AVAILABLE UPON REQUEST.
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