Customer Service Continuous Improvement

Daniel (Dan) L. Verburg

Greater Houston Texas Area Ph: 832-***-**** ad8jtl@r.postjobfree.com www.linkedin.com/in/danverburg

General Manager / Senior Operations Manager / Site Manager

Customer-focused, results-driven leader, operations, customer service, transportation, and business development manager. Background includes third-party public/contract warehousing. Known as a strong team leader with outstanding team building, decision-making, negotiating, process improvement, and problems solving skills. Passionate about continuous improvement utilizing KAIZEN, 5S, GEMBA, Ohno Circles, 5 whys, PDCA, Lean principles and methodologies. Core competencies include:

General management. As GM at International Distribution, led a team of 12 direct and 80 indirect reports between four facilities. Grew revenues from $10M to $15M in three years. Consistently achieved a 15%-17% net profit for the last four years in this role. Helped revitalize the company. Rebuilt the management team, operations, and customer service department with a focus on improving employee morale, training & service. Positively impacted the bottom line, improved company culture, safety, performance, and customer relationships.

Operations leadership. As the GM at Midwest made inroads to reverse a trend of extremely high employee turnover by reviewing labor market conditions and adjusting warehouse labor compensation to be competitive. Developed a better and safer work environment and culture of inclusion, ownership, respect, collaboration, transparency, accountability, and continuous improvement. Developed new onboarding process for new hires. Managed employee reviews, performance, and conflict resolution. Developed SOP’s and utilized LEAN 5S principles, Ohno Circles and Gemba Walks for improvements in the workplace through employee engagement.

Hard skills & Soft skills. My combination of hard skills and soft skills compliments each other and forms a well-rounded Manager, while hard skills are quite different than soft skills, the combination of the two creates a good balance between knowledge and interpersonal attributes, mastery and proficiency, communication, and relational abilities, with managers, employees, and customers alike. These are “real skills” that matter.

KAMPS, INC. Houston, Texas December 2023 – April 2024

KAMPS, INC – is an innovative company that offers unique total pallet and packaging “Life – Cycle” Management services across the United States. In business over 40 years, with over 400 locations and 4,000 employees.

On-Site Manager (Home Depot RDC)

Responsible for the operational performance of this multi-shift site location, including ensuring that the operation meets or exceeds all customer requirements regarding productivity performance, quality, and safety.

Coordinate shift schedules, audit daily EOD and safety reports, produce daily reporting and was the liaise with on-site customer transportation manager and local suppliers.

Responsible for hiring, assigning work, monitored training and site performance.

June 2021 – January 12, 2023 GXO Logistics Wilmer, Texas

XPO Logistics – GXO Logistics (August 2021) is the largest contract logistics provider in the world, serving the Aerospace, Auto, Food & Beverage, Chemical, Technology & Electronics and Omnichannel retail to name a few industries.

Site Manager/General Manager Supply Chain Operations (Tesla parts distribution)

Responsible for all daily activities, including inbound, returned parts, inventory control, order processing and shipments of this operation consisting of 7 direct reports and over 100 team members. Daily interaction with Director, review EOD reporting, inbound and order volumes, staffing levels to meet daily operational volume requirement to meet customer quality and performance expectation and metrics, KPI’s.

Implemented 5S program, directed safety training, managed operational based on KPI’s & metrics, established productivity levels, upgraded facility maintenance, and purchasing. Built up employee base, reduced turnover through improved on-boarding, employee training and inclusive teamwork culture and leading through a more people centric environment which means always putting your people at the center of your actions. It restores the “human” element human resources and inspires them to do their work well.

Responsible to maintain facility maintenance, permitting and compliance including TierII reporting of industrial hazardous wastes (IHW) through TECQ STEERS and storm water monitoring.

April 2017 – December 2018 Midwest Warehouse and Distribution System Joliet, Illinois

Midwest Warehouse is a Chicago Illinois-area third-party logistics (3PL) company. Midwest Warehouse operates 17 facilities, with a total of 6M SF of contract and public warehousing space.

Site Manager / General Manager

Directed site with a team of 60 personnel. In charge of P&L and all warehouse operations of a stand-alone 540K SF food/beverage- food grade facility consisting of high-volume accounts and fulfillment business. Facility was awarded/certified AIB “superior” rating. Optimized all resources to meet or exceed production, quality, efficiency, and customer satisfaction metrics.

Reviewed and revised work processes, procedures, and policies, seeking efficiencies and effective improvements. lead the team in error reduction efforts, providing direction measurement and reviews of progress and established KPI’s. Managed employee reviews, performance, and conflict resolution.

Made inroads to reverse a trend of extremely high employee turnover. Reversed this by reviewing labor market compensation and competitiveness, adjusting forklift operator compensation and established a better work environment, employee training, onboarding, and a successful work culture. Used 6S principles of SORT, SET IN ORDER, SHINE, STANDARDIZE, SUSTAIN, & SAFETY. Utilized Gemba & Ohno circles to evaluate workflow, productivity & safety in the workplace.

Mentoring, training, and developing teammates (coaching, counseling, and recognition) for career progression, performance, improvement, and recognition.

January 2016 – February 2017 Project management – Self-employed contractor Texas & California

Reviewed customer service and warehouse procedures for a 3PL company in CA, reviewed process flow, quality controls, and best practices. Wrote standard operating procedures adding WMS screen shots to develop a fundamental new hire employee warehouse training manual for RF warehouse receiving and shipping procedures.

Completed six-month engagement with a local Houston chemical packaging company, developing sales strategies and prospect list. Developed start-up processes (SOP’s) for new accounts. Developed 15 new accounts.

Directed setting up company LTL freight cross dock operations with FTL freight originating out of CA to Grand Prairie Texas, utilizing newly procured truck fleet and hiring of drivers. Also assisted setting up an FTL freight delivery program for goods coming out of Mexico for delivery to contract customer DC in Fort Worth Texas.

December 2013 – January 2016 Palmer Logistics Houston, Texas

Palmer Logistics, with $30M in annual sales, is a 3PL / contract warehousing and distribution company with 12 locations in the Houston and Grand Prairie regions of Texas. The site is certified ISO 9001:2008.

Director Sales, Marketing & New Account Startup Integration

Grew revenues from $30M to $36.5M in two years – a 10% compound annual growth rate (CAGR).

Upon hire, conducted a thorough analysis of 70% of existing accounts and the operations that supported them. Developed a strategic plan to increase rates, optimize efficiency, and win new accounts.

Reviewed existing accounts’ pricing structures for storage and handling. Identified warehouse operating costs and negotiated rate adjustments (price increases) with customers.

Reviewed the Profit and Loss (P&L) statements for all poor-performing warehouses, reviewed all customer accounts, labor management and storage cost and revenue analysis.

Developed and implemented standard operating procedures (SOPs), revised standard accessorial rates, and updated contract language. Met National Association of Chemical Distributors (NACD) standards.

Developed a warehouse labor-tracking analysis document which helped reduce non-billable overtime and increase billable overtime revenue. Company president implemented procedures based on this data.

Won new business, worked with sales groups, and personally took incoming sales calls and emails.

Managed implementation and transition for all new accounts by utilizing a new account start-up process. Worked with customer service manager, operations manager, and site-managers, in-house carrier, and third-party transportation companies to accomplish effective implementations.

Handled special projects, addressed operational issues, and helped investigate and resolve account service issues through strong collaboration and communication across all levels of the organization.

February 2003 – December 2013 International Distribution Corporation (IDC) Houston, Texas

IDC (formerly LTS Logistics) specializes in contract and public warehousing services. A privately held company, IDC’s clients include both start-up businesses and Fortune 500 companies. Sites are NACD certified.

General Manager

Directed the team consisting of 12 direct reports (accounting, HR, purchasing, customer service, transportation, and warehouse managers) and 80 indirect (warehouse associates, CSRs, AR, AP) a total of four distribution facilities.

Consistently achieved 15% net profit (EBITDA) for the last four years in this role.

Revitalize the organization after multiple company buy-outs, loss of major accounts, and reductions in staff and warehousing square footage. Developed a new management team and culture of continuous improvement, collaboration, respect, and inclusion. Negotiated lease agreements, obtained municipal permitting, and managed facility maintenance and repairs. Managed labor costs, improved bottom line while increasing quality of service.

Rebuilt management, operations, and customer service teams. Cultivated a respectful, professional, and team-focused environment. Improved morale, Enhanced performance. Positively impacted the bottom line.

Developed new employee handbook and warehouse operations and customer service department SOPs based on best practices.

Helped IDC become one of the first 3PLs to be National Association of Chemical Distributors (NACD) certified and a Responsible Distribution Process (RDP) service provider. Modernized, purchased warehouse equipment, and developed strong quality and HSE safety training, including establishing a highly trained Hazardous Chemical Response Team. The results of zero OSHA recordables for three consecutive years.

Lead employee and facility safety, and adherence to regulations for Food & Drug Administration (FDA), American Institute of Baking (AIB), Occupational Safety & Health Administration (OSHA), Environmental Protection Agency (EPA), National Fire Protection (NFPA) and Department of Transportation (DOT).

Mentoring, training, and developing teammates (coaching & counseling) for career progression, performance, improvement, and recognition purposes.

May 1995 – January 2003 Southern Warehouse Corporation (SWC) Houston, Texas

SWC, with 20 million in sales, specialized in contract, public warehousing, and regional trucking operations. A privately held three family generations owned company. Specialized in Food & Beverage, Retail, Chemical & Electronics.

General Manager – Direct and manage the warehouse operations team, customer service team, transportation team and sales and marketing for this public and contract Warehousing and Distribution Company with over 1.8 million square feet and generating over $15 million in revenues.

Distribution Operations Administration:

Direct and coordinate the implementation of all services by collaborating and communicating across all levels of the organization. Daily operations consisted of seven (7) site managers, (7) supervisors, (9) customers service reps, Ops and Office Management, warehousing personnel, and in-house carrier drivers. (Approximately 95 warehouse support employees).

Establish and implement guidelines and requirements for warehousing food and beverage products, consumer goods, industrial chemicals, electronics, forestry, retail, and many other products, to assure employee and facility safety, and adherence to FDA, OSHA, EPA and DOT rules and regulations.

Created account stability, customer satisfaction by focusing on operational excellence, continuous improvement, and forward-thinking problem solving. Developed, trained & mentored strong performers to reinforce all levels of the operations.

Corporate Faculty and Capital Equipment:

Evaluate long range business plans to determine the acquisition of capital equipment, warehouse equipment, racking and in-house transportation FTL & LTL vehicles.

Forecast long- and short-range business plan to determine warehousing needs; research, identify and select facility sites in proximity to meet customer needs and market position.

Negotiate purchase and/or lease transactions; design and implement warehouse space layouts and equipment applications to achieve optimum account productivity and profitability.

Negotiate lease agreements for warehouse and office space; obtain municipal permitting; negotiate sub-lease agreements and manage facility maintenance, repairs, and improvements.

Human Resource Administration:

Manage human resource administration department, encompassing recruiting and screening, personnel selection, and enrollment in employee benefits (insurance and retirement plans), as well as performing evaluations and wage/salary assessments. Worked with General Council on Labor law and labor issues including workers comp.

Created and developed the company’s “Employee Policy Manual”, “Process Improvement Program (PIP)”, and Quality ISO Manual”, “Health and Safety Manual”, “Operations Manual “, “Inventory Control SOP Manual”, “Maintenance & Sanitation Manuals” and Transportation Manual Maintenance & Record Keeping Manual”.

Education, Professional Development and Affiliations

Eight Disciplines (8D) Problem Solving Method Management and Strategy Institute 2024

Train the Trainer Certification, P.I.T operators OSHA 29 CFR 1020. Malin USA. 2021

COVID 19 and work: Certification - Basics of COVID-19 infection prevention and control in the workplace World Health Organization and the Institutional of Safety & Health (IOSH) 2021

Food Safety for Carriers – Sanitary Transportation of Human and Animal Food Rule U.S. Food & Drug Adm. 2021

Behavior Based Safety Training to Eliminate Hazards & Prevent Injuries Vivid Learning Systems. 2021

Active Shooter: Recognizing of Potential Workplace Violence, Certification Emergency Management Institute, Federal Emergency Management Agency (FEMA). 2022

Diversity in the Workplace Awareness Course Emergency Management Institute and (FEMA). 2022

Hazardous Materials Training, IMDG, and DOT Training The University of Texas Continuing Education Austin

Practical Applications of Warehousing and Technology Rio Hondo College, California

Niles Senior High Niles, Michigan - General Studies and Physical Education

Certified Kaizen Facilitator (CKF) Management and Strategy Institute

PDCA Training Basics GoLeanSixSigma.com

Building Your A3, Structured Brainstorming, Value Stream Mapping Coursera, John Hopkins University

Six Sigma Yellow Belt Certified (SSYBC) Management and Strategy Institute

5S Concept Certified (5SC) Management and Strategy Institute

Project Management Essential Certified Management and Strategy Institute

Conflict Management Resolution, Employee Training, Coaching, & Culture Development 360Training

Certified Forklift Safety Trained OSHA 29 CFR 1910.178 National Forklift Foundation, Certificate 2023

Trucking Operations and Regulations, D.O.T. United States Department of Transportation

OSHA 40-Hour Certificate, plus training in comprehensive safety programs for trucking operations OSHA

Training in IATA, HAZCOM and HAZWOPPER, Emergency Response & Action Plans and General Duty Training

Training in ISO 9001 Quality Standards, and Quality Food Standards with AIB, FDA, and CGMP

Computer Skills

WMS Programs: WDLS, Synapse, Acuplus, and Caldre, WMX, BAX, IMX, RealTime, and SAP. Microsoft Office & Power BI, Kronos, Field Glass, VISIO, Power Point, ZEBRA Yard Management System Software (YMS), ACT – Customer Relationship (CRM) & Marketing Software.

More about me:

Dependable - more reliable than spontaneous, stable, and loyal

People-oriented - enjoys interacting with people and working as a TEAM, supportive and fairness - focused.

Adaptable/flexible - enjoys doing work that requires frequent shifts in direction.

Detail-oriented - focus on the details of work quality and precision focused.

Achievement-oriented - enjoys taking on challenges, even if they might fail.

Autonomous/Independent - Can work with little direction.

Innovative - working on tasks that require creativity – I am always thinking of best practices.

High stress tolerance – I do well in a high-pressure environment – Keep calm and stay focused.

Favorite Quotes:

“How you treat people changes everything” Ben Franklin

“The only worse thing than training your employee’s and having them leave is not training them and having them

Stay” Henry Ford

“The only way to do great work is to love what you do” – Steve Jobs

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