Steven Wells Email & Phone Number

Guelph, On, Ca

Burlington, Ontario, Canada

Leader of a dynamic team of customer service, warehouse operations and inside sales professionals at Elreg Distributors Ltd. in Burlington, ON.

Overall owner of the design and implementation of a national ERP system. Managed national rates, processes and procedures related to field service operations, back-office dispatching, administration and procurement.- Support continuous improvement initiatives- establish monthly/annual targets- forecast field labour requirements based on demand- Project owner for company wide service system implementation- Set and manage annual budgets and quarterly forecasts- Support regional leaders with analytics and key metrics to achieve goals- Frequent updates to executives on project progress, success and challenges

Led all areas of a $400M competitor acquisition, overseeing all facets including integration into Superior systems and divestitures to comply with competition bureau regulations.- Held responsibility for due diligence, field assessments, and on-site activities during the sale's closing phase- Successfully integrated more than 50 field locations, 300 personnel, and vehicles into the Superior network- Efficiently determined optimal locations and vehicles to retain, managed real estate activities- Implemented strategic geographic optimizations, reduced transportation, lease and operating expense- Managed the capital budget for location renovations and upgrades- Contributed to the establishment and staffing of a western operations center in Calgary

Managed a team of 40 delivery drivers, service technicians and Supervisor across four locations in Southern Ontario (Guelph, Stratford, Owen Sound and Walkerton) servicing over 13,000 customers- Accountable for customer contracts, rate negotiation, service commitments and escalation resolution- Financial ownership of EBDITA, expense management, budget/forecast targets and revisions- Manage service and maintenance contracts for all facilities including vehicles and equipment- Increase customer satisfaction and collaborate with delivery and service dispatchers and administrators- Adhere to legislation and regulatory requirements regarding propane handling and transportation- Responsible for all aspects of recruiting, performance reviews, discipline and terminations as required

Plan and oversee a wide variety of strategic projects and initiatives, while achieving desired business case goals, manage budgets and resources for each. Projects included competitor acquisitions, integrations, software implementations/upgrades, national Management Operating System (MOS) program and customer lifecycle initiatives. - Develop business cases and execute comprehensive project plans to achieve synergy goals- Coordinate and monitor assigned tasks, milestones, resources and deadlines diligently - Identify efficiency opportunities and threats, ensuring timely communication with leadership- Collaborate with cross-functional teams to align project efforts with overall business goals- Manage diverse teams, providing direction, guidance, and support to achieve objectives- Manage relationships with external partners, agencies, and vendors - Provide regular updates to Leadership on progress, wins, challenges and timelines

Responsible for the planning, execution and performance of field service activities for 70k Ontario customers. Managed and developed a team of 38 dispatchers, administrators, customer service reps including a Service Supervisor. - Prioritize work including new customer requests, compliance work, pickups and backlog- Field and resolve customer escalations pertaining to service, delivery and billing disputes- Collaborate with Branch Managers to ensure proper allocation of resources and vehicles - Achieve and exceed daily, weekly, monthly key performance indicators - Manage regulatory requirements and partner the TSSA (Technical Safety Standards Authority) - Manage inbound call activity - volume forecasting, average handle time, abandonment rates

Responsible to provide equipment, driver resources and support services to execute deliveries of all dry, fresh and frozen foods from the Cambridge distribution centre to over 400 retail store locations across Ontario. - Implemented activity-based compensation model for all unionized drivers- Grew company driver workforce from 100 employees to over 250- Managed and actioned KPI’s for both company and 3rd party drivers - Designed and implemented new and existing driver training programs - Managed Sr. Supervisors, 28 dispatchers, gatehouse and driver debrief staff - Developed and implemented standard operating procedures (SOP’s) for all functions- Supported warehouse operations with equipment, shunting and dunnage services- Achieve all internal audit expectations and related corrective actions - Improved company CVOR standing through awareness, coaching and driver training programs

Cambridge, Ontario, Canada

Guelph, Ontario, Canada