Mark Shapiro Email & Phone Number

New York, United States

United States

United States

Staten Island, New York

Robbinsville, Nj

• Ensured high quality performance in both home and store deliveries by working closely with other departments (Dispatch, Delivery Support, Warehouse, Customer Care, Sales and Asset Protection) to guarantee a perfect delivery experience • Organized regular meetings with other logistics department heads, provided solutions to ensure delivery issues are resolved • Reviewed and analyzed weekly and monthly reports (On time, Landed and Customer Survey Rates) as they pertained to Quality Management Transportation • Performed Home Delivery Field Audits and maintained a Positive Customer Survey Feedback of 95% • Resolved all escalated customer complaints • Managed a fleet of 28 contractors consisting of 450 drivers/helpers achieving 384.000 stops annually• Conducted orientations for all new Independent Contractor delivery teams in proper warehouse procedures, customer relations and assembly of all merchandise• Collaborated with Asset Protection to resolve customer complaints and ensure safe working environment

Staten Island, Ny

• Assisted District Managers in overseeing 26 retail showrooms • Consistent performance leader in overall business and key metrics while maintaining an average ticket of $1,400 • Conducted in-store training for all recent new hires in assigned region • Evaluated and assessed new hires to ensure the right hire was being made• Collaborated with the transportation department regularly to resolve customer service issues Mattress Sales Professional • Continually ranked as top sales performer in the region based on year over year sales growth. Achieved through a consultative, individualized sales approach• Increased showroom sales by 5 - 10% by focusing on increased customer referrals• Achieved weekly projections of $14.000 • Assumed all showroom presentation responsibilities

Brooklyn, Ny

• Single point of contact for all customers, manufacturers and vendors • Collaborated with accounts payable and receivable for all invoicing inquiries • Renegotiated all contracts with vendors and clients resulting increase to bottom line of 20%• Scheduled and routed all in home customer repairs for 12 furniture repair technicians • Managed all customer orders from initial request to invoicing • Responsible for all inquiries related to orders and service • Ensured all equipment and materials were stocked in the warehouse and properly used by technicians

Kearny, Nj

• Managed Returns Department servicing 75 independent contractor trucks.• Supervised 6 Fortunoff Associates, 4 Furniture Repair Associates and 15 3PL Warehouse employees• Increased the “Return to Stock Rate” of furniture by 25% within the first three months by identifying damages and establishing a furniture repair department• Established new guidelines for Returns Department resulting in shorter processing time• Trained all Associates in the proper handling of merchandise • Developed and implemented Standard Operating Procedures (SOP) for delivery drivers and returns department• Collaborated across the organization Sales and Purchasing in resolving customer and vendor related issues• Drove a 10% decrease in returns by identifying and resolving potential “damaged goods” and collaborated with Quality Control department to correct the production of these goods with the vendor

Brooklyn, Ny

• Managed 8 Supervisors and 25 Warehouse Operators receiving, stocking and picking • Managed Warehouse Logistics, including scheduling and routing of all receiving and customer deliveries • Prepared and consolidated inventory reporting including inbound and outbound containers • QC/Inspected all incoming, in-process and pre-delivery merchandise • Monitored 2 furniture repair technicians and documented all warehouse repairs • Ensured that all damaged merchandise is properly handled including repairs, returns and vendor follow up• Performed all evaluations, hiring, promotions and exit interviews• Supervised 12 in-house delivery trucks and 35 Independent Contractors • Negotiated and developed Independent Contractor contracts resulting weekly savings of $2500 • Supervised all asset protection and warehouse safety