Customer Service Manager

Hilda Gutiérrez Calleros, CPIM

Home Phone +52-656-***-****. Mobile +52-656-***-****. E-mail: *****.*********.*@*****.***

Education

Bachelor's Degree in Business Administration – ITESM Campus Chihuahua

CPIM Certification – APICS 2002 & 2007, currently in process of re-certifying

Manager’s Development Program – Lexmark

Lean Supply Chain Certification – LeanCor

ML 100 Award in the category of Operational Excellence project

Bilingual English / Spanish

Personal and Leadership Competencies

Effective communication, Integrity, Continuous Learning, Creativity, Interpersonal Skills, Analytical

Thinking, Problem Solving and Decision Making, Teamwork, Customer Focus, Accountability and

Responsibility, Planning and Organizing, Process Improvement, Strategy Development, Personnel

Development and Coaching

Professional Experience

Fifteen years of experience in the Supply Chain area, going from Material Planner/Buyer, to Production

Planner, Master Planner, Customer Service, Purchasing & Planning Manager, and Materials Manager.

Lexmark Internacional Mexicana

Materials Manager (February 2013 – June 2013)

Responsible for the indirect and direct purchasing, planning and warehousing activities in the technology

components plant. Leading initiatives for lean processes and continuous improvement, focusing on customer

service while achieving the company KPI’s. Standardization of processes and best practices within the

recently centralized materials organization in the Campus.

Purchasing & Planning Manager (July 2010 – January 2013)

Responsible of providing direction and support to the planning and purchasing teams within the cartridge

assembly plant, guiding them towards the achievement of the company’s goals and their professional

development. Leading a team of 13 buyers and planners, who manage 3k components and 800 finished

goods.

Strategic planning and process improvement for the department based on lean habits.

KPI’s: on time delivery, site lead time, days of inventory.

Sr. Buyer / Procurement Lead (August 2008 – July 2010)

Responsible of raw material procurement based on demand and inventory goals. Engineering change and

new products coordinator for the department. Liaison between the procurement department and other areas

within the plant. Procurement team lead, supervising six buyers.

Viasystems

Production General Supervisor (August 2007 – August 2008)

Responsible of managing the production area. Coordination of all production and shop control activities to

fulfill customer orders, while meeting the company’s financial and operational goals, and supporting

continuous improvement initiatives.

Lexmark Internacional S.A de C.V.

Supply Chain Hardware Planner (February 2007 – August 2007)

Responsible of ensuring the finished goods supply for the Americas geography, and of providing accurate

information to the operations managers regarding product availability. Shipment tracking,

inventory management.

WW Supply Chain Planner (April 2006 – February 2007)

Liaison between the manufacturing facilities, the worldwide planners and the distribution centers, to

communicate customer’s needs and to ensure on time delivery of product. Responsible for keeping

attainment metrics.

Controles de Presión de Cd. Juárez, S. A. de C. V. / Johnson Controls CG

Sr. Materials Specialist (Aug 2001 – March 2006)

Responsible of production planning and master scheduling. Interface with Customer Service representatives

on a daily basis regarding order status and delivery promises. Raw material procurement, using VMI and

consignment, Inventory management, to ensure the operation continuity, while keeping at minimum the

excess and obsolete, and meeting the company’s metrics.

TRW ORS de Chihuahua, S. A.

Materials Planner and Customer Service Engineer (Jan 2000 – Aug 2001)

Responsible for the procurement of raw material based on customer requirements and the inventory goals.

Receiving and analyzing the customer demand, and planning production accordingly. Coordinating

shipments to the customer. Maintaining good communication with the customer and other departments

within the company regarding materials, quality, engineering and manufacturing issues.

EDIASA III / Ensamble de Interiores Automotrices, S.A. / Johnson Controls ASG

Production Control and Customer Service Supervisor (Dec 1998 – Jan 2000)

Responsible for scheduling and following up on production, based on the customer’s demand. Prepare air

and ground shipments for the customer based on a daily coordination with the warehouse for material

availability. Maintain daily communication with the customer regarding requirements, engineering changes,

production and shipments. Be part of the engineering changes, build out and ramp up plans along with the

customer and all the people involved in the process.

Materials Planner (February 1998 – Nov 1998)

Responsible for the procurement of raw material based on the MRP signals. Analyze those signals to make

sure to order the material required for production without exceeding the goal inventories. Work closely with

vendors to place and receive orders. Expedite material when needed. Have continuous communication with

the Quality, Production Control and Engineering departments, to have good control of quality rejects, special

requirements and engineering changes.

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