|Desired Industry: Management
|Desired Job Location: Newmarket, Ontario
||Date Posted: 4/7/2014
|Type of Position: Full-Time Permanent
||Availability Date: immediately
|Desired Wage: 75000
||U.S. Work Authorization: No
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, 25-50%
|Highest Degree Attained: High School/Equivalent
||Willing to Relocate: No
Seeking a fulltime management career in the Logistics,
Distribution or Operations field
425 Hewitt Circle, Newmarket ON, L3X 2L9
email@example.com Home: 905-898-7533 Cell:
A senior leader of logistics and supply chain
support with a 20+ year track record of success in a
Major Big Ticket retailer. Recognized as a
particularly effective leader and motivator who has
consistently developed and managed high-
performance teams. Key strengths include working
closely and productively with internal and external
stakeholders to deliver world class performance
based on measureable and accountable KPIs. A
solid history of developing and executing
successful cost effective, customer focused
SEARS CANADA Inc.
Director National Home Delivery Services
2012 - Present
Developed and executed the strategic and
operational plans for Sears National Home Delivery.
Developed a network of 26 independent contractors
accountable for 47 locations nationally.
Financial accountability for the operational P&L of
Developed culture of accountability with 3rd
party service providers through the implementation
of customer service and productivity focused KPIs.
Developed and directed the implementation of
First Time Delivery KPI resulting in an increase of
Net Promoter Score by 12 points and reduced
reschedule fees by $950,000.
Executed and collaborated on several key
customer services initiatives as part of a corporate
executive committee to raise the standards of
customer service across Sears Canada engaging
various departments and channels.
Led and facilitated the implementation of a
routing and scheduling system that integrated with
Sears supply chain and point of sale systems to
provide web based visibility for our Corporate
Customer Service team, resulting in real time
updates and information.
Reduced operating expense by $2.0 million
annually by eliminating duplication, nonessential
services, leveraging existing infrastructure and
Increased geographical service areas by 20% to
offer Home Delivery to larger rural and cottage
Developed and implemented an internal
customer service and performance survey resulting
in the ability to resolve real time nonconformance
Direct responsibility for all capital and service
contracts (+$49 million), including negotiations,
performance and overall vendor management.
SEARS CANADA INC.
National Delivery Services Manager
2008 - 2012
Directed the national operation for Home Delivery
services across 47 cities with average volume of
+800,000 annual deliveries. Led a national team of
76 associates with an operational budget of $52
Developed and implemented remote inventory
control system that allows 3rd party contractors to
receive and control over $500 million of annual
inventory, to ensure clear ownership and
Developed and implemented a web based
routing and dispatch system to enable Customer
Service Associate the ability to track and
communicate to customers status and timing of
Standardized and implemented invoice and
audit process to streamline accounts payable for 26
third party contractors, reducing payment cycle by
10 days resulting in a reduction of $240,000 in
payroll costs annually.
Directed the implementation of a national
service RFP impacting 47 markets simultaneously
resulting in net savings of $4.0 million annually.
Coordinated and implemented transitions of
new service providers of 22 markets over a 6 month
timeline with no impact to service levels or
Developed and implemented a variety of
communication and scorecard tools to increase
effectiveness of Regional Managers operational
visits with retail channels.
Directed the implementation of new training
and operational manuals, coordinating
communication and roll out to 140 retail stores as
well as third party delivery locations over 4 months
resulting in standardization of service.
Established Regional Delivery Counsel
meetings with our internal corporate partners
focusing on continuous improvement.
Achieved ISO 2001 certification across all
home delivery channels.
SEARS CANADA INC.
Delivery Support Manager
2004 - 2008
Developed and implemented national processes for
Home Delivery, ensuring consistent execution of
national service levels
Centralized 4 regional customer service
departments into 2 existing national contact
centers resulting in extended coverage and net
savings of $1.5 million annually.
Established standards of service with contact
center specific to Home Delivery requirements.
Collaborated with IT department to improve
track and trace ability of customer product through
our Distribution Centers.
Developed and standardized SLAs and
Contract requirements for third party service
providers and Contact Centres.
Identified root cause impacts of lost revenue
and collaborated with our Corporate Stores to
establish remedies and solutions which resulted in a
bottom line contribution of over $6.0 million in the
Collaborated with business channels to
implement a national Keep It Sold program
resulting in an +$8 million annual reduction in
returns and significantly reducing big ticket returns
rate by more than 50% (17% to 7%).
SEARS CANADA INC.
Distribution Manager Sears National Parts
Responsible for the operation of National Parts
fulfillment and the control of +$40 million in on
hand inventory. Responsible for managing a
department of 85 associates and maximizing full
productivity and quality standards while meeting
annual financial plans and P&L commitments.
Centralization of 2 warehouse locations
resulting in a net savings of $2.5 million annually
Productivity improvements in filling of 5% and
inventory accuracy increase of 3%
Reduction of cycle time from receiving to
picking by 1.5 days
Implemented direct to customer shipping
reducing in-transit time by 2 days.
Implemented inventory cycle counts to ensure
continuous measurement of accuracy in bins
Developed and implemented quality
inspections and checks through the supply chain
Initiated vendor visits and meetings to assist
in standardizing packaging and shipping standards.
Developed monthly update reviews with
buying group to review vendor compliance and
Developed and implemented employee
engagement action plans resulting in an increase of
18 points in employee satisfaction.
SEARS CANADA INC.
Central Returns Manager
2000 - 2002
Responsible for the setup, implementation and
operation of the first centralized returns centre in
Canada focusing on vendor returns ensuring full
realization of existing returns and credit
agreements with over 2,100 vendors. Responsible
for managing a department of 75 associates and
ensuring compliance to set cycle and return
Led the setup of the centralized department
including, recruitment and hiring of staff, systems
implementation and national training.
Collaborated with retail division to smoothly
transition existing decentralized processes into the
centralized returns centre to ensure full
maximization of vendor merchandise credits of over
$12 million annually.
Managed the aged inventory report to ensure
all vendor returns met the timelines established for
Directed the prioritization of processing to
maximum financial return and turnover of inventory
Conducted performance reviews with buying
teams to ensure vendor compliance.
Processed $100 million in inventory annually
and increased productivity by 30% in the first year.
Led employee focus groups to develop
employee engagement action plans resulting in an
increase of 21 points in the first year.
CITT Designation (Canadian Institute of Traffic and
Transportation - In Progress)
Quality Education System (QES) - Sears Canada
ISO 2001 Program Certification
Active Leadership Program - Sears Canada
Secondary School Diploma
References available upon request
Currently pursuing my CCLP designation through the
Available upon request.
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