Jordan Newton

Manage and direct front-line customer service support team, develop and document targeted department Standard Operating Procedures (SOPs), provide operational support across multiple shifts and departments, identify customer SLA risks and coordinate with Operations for immediate resolution resulting in a 4.4% increase in on-time fulfillment (99.4% OTF), create and implement quality control and process improvement initiatives, effectively communicate daily operational plans with client, internally review monthly and quarterly performance and financial outcomes.

Supervise twenty-five direct reports in outbound pick/pack operation, prioritize order fulfillment in accordance with customer SLAs, coordinate with on-site contract labor representative in the onboarding and training of new start personnel, manage associate productivity and performance, identify process improvement opportunities and coordinate with Operations to implement stopgap eliminating solutions, participate in customer collaborations to review service breakdowns and develop strategies to avoid recurrence.

Supervise ten direct reports in Inbound Receiving and Outbound Spares department, prioritize inbound receipt and small parcel outbound pick/pack operation in accordance with customer SLAs, responsible for direct hire of full-time associates to entry-level leadership roles in tandem with Operations Management, identify and assist in the implementation of continuous improvement strategies, manage productivity and performance of associates against standard metrics, ensure safe working environment through consistent practice of safety programs resulting in zero OSHA recordable accidents/injuries.

Manage distribution center Outbound operations, supervise up to thirty employees and coordinate training and development of new hire personnel and newly appointed operations trainers, prioritize parcel sortation in accordance with customer SLAs, ensure on time departure of sorted mail to downline distribution centers, oversee machinery production and throughput, maintain CPU through control of labor hours, implemented safety strategy resulting in 75 days without accident/injury.

Supervise fifteen employees in receiving department, coordinate and prioritize drop and live LTL trailer loads, maintain and oversee the receipt of inventory from suppliers, verify received goods against supplier manifest, utilize WMS to organize daily tasks, responsible for onboarding and termination of direct reports and contractor employees, implemented 5S practices focused on continuous process improvement, identify and coach to safety opportunity attaining 90 days free of OSHA recordable injuries.

Manage Hub outbound sort operations, supervise twenty-five direct reports and oversee onboarding and development of new hire personnel, responsible for coordinating the safe and efficient loading of customer packages into unit load devices, communicate directly with inbound and ramp operational leadership to ensure on time departure of freight, implement safety first culture achieving zero incidents and raw injuries for 150 days, support process improvement and as an active member of First Choice Leaders Committee, cochair Safety Action Committee.

Develop and review quality reports and metrics with operations, deliver performance reports and process review with local and regional leadership, propose procedural changes with adherence with Global SOP to improve efficiency of operations, participate in Global SOP audit and operational review, provide direct and systems support to Hub operations during upgrade of scanner operating system, utilize DHL systems/SQL/Microsoft Excel and Access to collect, organize and analyze operational data.

Supervise Service Center pick-up/delivery operations, develop operational plans to support newly implemented line haul and aircraft operation, conduct airside operations and dangerous goods awareness training for employees and independent contractor personnel as Designated Ground and certified CAT4/CAT7 DG trainer, ensure dangerous goods compliance through shipment inspection utilizing DHL DG6 Certification, act as Area 1 DE-NSD KPI champion and Area 1 First Responder, work directly with customers and sales to highlight opportunities to improve service.

Perform end-to-end shipment monitoring and management in real-time, identify potential shipment failures, establish root causes and work with the Network to resolve service breakdowns, catalogue and review service breakdown cases to highlight reoccurring failures, provide real-time visibility on distressed shipments to local operations for immediate attention and remedial action, conduct postmortem to secure commitment that corrective actions will be implemented to prevent recurrence of service failures.