Gregory Malmstrom

** ******* **

Lake in the Hills, IL 60156

Mobile: 630-***-****/ email: ablpjn@r.postjobfree.com

Henkel Adhesives, Elgin, IL 2000 – June 2009

Customer Service Team Lead Jan 2008- June 2009

• SAP implementation/acquisition Bridgewater NJ.

• Managed transition of OTC to facilities of acquired company including EDI, Returns,

Material Master, and Pricing.

• Trained all new users on processes and upgraded version of SAP.

• Provided support after go live.

• Developed and maintained a high performance team through organizational leadership.

• Consistently achieved 98.3% accuracy versus 97% company standard.

• Achieved average CSR tenure of 8 years through coaching, training and performance

management compared to standard of 3 years.

• Communication and compliance with company service and quality goals.

SAP Implementation Team Lead May 2005- Dec 2007

• SAP implementation: Elgin Il, Buffalo NY facilities.

• Team Lead – OTC business process

• Effectively manage resources for Customer Service, Finance, Material Master, Export,

Pricing and Master Data to meet deliverables.

• Helped establish trust and relationships between all teams in order to accomplish goals.

• Assist other team members where needed in order to relieve bottlenecks and meet

deliverables.

• Assign tasks to manage workload.

• Performed Fit gap analysis to identify gaps. Then determined, with other departments, if

workaround needed or write up problem ticket and submit to management.

• Helped IT with Data Mapping and conversion using SAP tables.

• Performed integration tests. Worked with other departments to determine what needed

testing and provided content (scenarios) for testing.

• Interfaces: EDI (810, 850) Provided input to build and test.

• Conducted training for 20+ CSR’s and various support resources in multiple locations in

group and individual settings.

• Post production support – worked with other departments to resolve new issues.

Customer Service Coordinator Feb 2001- May 2005

• Responsible for providing subject-matter-expertise to co-workers on EDI, Returns,

Preferred customers, and new acquisitions.

• Monitored performance standards and adjusted work flow assignments to meet standards.

• Resolved escalated calls to ensure customer satisfaction and repeat sales.

Customer Service April 2000- Feb 2001

• Responsible for providing order entry and resolving customer service problems.

• Consistently exceeded accuracy and timeliness standards.

La-Co Ind. / Markal Company, Elk Grove, IL Jan 1998 – Nov 1999

Assistant Customer Service Manager

• Responsible for providing supervision for 8 CSR’s for a nationwide manufacturer.

• Managed day-to-day operations including order entry, accounts receivable, returns, and all

other aspects of customer service to accomplish company goals.

• Key member of team that implemented an AS400 operating system.

Total Plastics, Inc., Elk Grove, IL May 1997-Jan 1998

Inside Sales/Purchasing

• Responsible for creating and maintaining assigned customer base including sales,

customer service, purchasing, telemarketing, and transportation.

• Made decisions on what vendors to use, shipping process and pricing according to

corporate profit margin targets.

• Quoted pricing using customer specs (blueprints)

Camden Wire Co., Inc., Elk Grove, IL 1991-1997

Customer Service / Purchasing

• Responsible for all operations of a Regional warehouse.

Military

U.S. Army, Finance Specialist

Education

College of DuPage, Business Management, Glen Ellyn, IL

Chicago Deming Assoc., Six Sigma – Green Belt.

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