Logistics Manager - Management Resume Search
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Logistics Manager Resume

Desired Industry: Management SpiderID: 72078
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

Joe Laplante

425 Hewitt Circle, Newmarket ON, L3X 2L9
jplaplante@rogers.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 KPI’s. A
solid history of developing and executing
successful cost effective, customer focused


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
$52 million.

• Developed culture of accountability with 3rd
party service providers through the implementation
of customer service and productivity focused KPI’s.
• 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
increasing accountability.
• 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.

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
their deliveries.
• 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
customer service.
• Developed and implemented a variety of
communication and scorecard tools to increase
effectiveness of Regional Manager’s 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.

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 SLA’s 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
first year.
• 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%).

Distribution Manager Sears National Parts
2002 – 2004

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.

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
preapproved credits
• 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
CITT course.

Available upon request.

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