Customer Service Manager

Mike Cantu

**** ********* *****

Carrollton, TX. 75007

214-***-****(c) 972-***-**** (h)

******@*****.***

SUMMARY

Motivated, enthusiastic, results driven, and hands on leader with 20 plus

years of extensive hands on experience in global supply chain,

distribution, operations, facility management, purchasing, budgeting,

system implementations, transportation, contracts, warehousing, inventory

control, customer service & support, production & repair activities,

warranty, and management of customer owned inventory(3PL). Demonstrated

success in customer service, vendor management, supply chain, problem

solving, leadership, system implementation, program management, and people

management. Experienced in service and repair contracts to include

Fixed,Firm, or NTE costs, IDIQ pricing, Time-And-Materials, and Labor Hour

pricing. Proficient in Life Cycle Management as well as import and export

of ITAR items and knowledge of FAA/FAR's, AS-9100, LEAN, Six Sigma.

EXPERIENCE

CUSTOMER SERVICE & PRODUCT SUPPORT MANAGER, Luminator- May 2012 to current

Responsible for the Aerospace Segment's customer service and product

support department. Duties include but not limited to people management,

responding to customer requirements, repair and warranty activities to

include P&L, purchase requests, quotes, expediting, and process

improvements. Manage execution of contracts and monitors contractual

compliance, company's backlog for accuracy and report progress on specific

activities as required by management or contract requirements. Initiated,

lead, and created new cross functional departmental process maps and

procedures to streamline the Customer Service and other departments

activities, reduce waste/internal costs, and improved customer relationship

measured by new voice of the customer feedback initiated as part of new

processes. Reporting directly to the VP of Marketing and Business

Development and assist in business development activities, price

strategies, and a key member in the sales forecast and strategic planning

team for all aftermarket forecasts and analysis

OPERATIONS DIRECTOR -Cobham, July 2005 to Oct. 20, 2011

Provide hands on day-to-day direction of Operations, Distribution,

Warehouse, Order Entry, Purchasing ($87m annually), Order Administration

Department, inventory management, as well as the import/export control of

product and data. This includes but not limited to inventory management

and control, transportation/distribution, production, customer order

processing, warranty and repair, contract review, import/export controls,

shipping and receiving, and adherence to ISO/AS-9100, FAA, LEAN, DoD, and

other quality requirements. Ensure all customer needs are met for product

delivery in accordance to customer requirements for both government

(military) and commercial applications. Work closely with suppliers to

ensure on time delivery of product and to required specifications as well

as with internal groups such as Quality, Sales/Marketing, Finance, Program

Management, and Engineering. Other responsibilities and accomplishments

include but not limited to:

. Develop new, and re-worked existing quality processes and procedures

to accomplish AS-9100 and ISO 9001:2000 accreditation. Local champion

of change leader for the facility.

. Provide day-to-day direction to operations and supply chain staff to

ensure material requirements and schedule are met by program; Open

purchase order report; Review and approve all PO's prior to release to

suppliers to ensure all flow down requirements, pricing, and delivery

are clearly stated; Negotiate pricing when needed and established long

term agreements with global vendors; Responsible for Approved Supplier

List integrity and validate new suppliers IAW company QA requirements;

Lead on-going bi-monthly calls with key suppliers to review scorecards

and quality and/or delivery issues; Negotiated changes with suppliers

as needed to include firm fixed pricing on LTA's.

. Implemented and redesigned operations, material control, and

distribution procedures, overseeing general operations of the company,

ensuring streamlined, cost-effective processes and procedures, and

maintaining quality control.

. Worked closely with department heads from sales, program management,

and finance to ensure budgets and revenue goals are met or exceeded.

. Establish and maintain positive vendor relationships. Improved

existing supplier/vendor relationships. Responsible for

returns/warranty department and implemented new RMA process.

. Met or exceeded purchasing activities in support of customer

agreements and defined service levels of the purchasing team in

support of customer needs.

. With Quality assistance, developed supplier rating/scorecard system,

reports sent out weekly and monthly internally as well as externally

to meet customer requirements. Member of the continuous improvement

team for 5+ years.

. Ensure compliance to all import/export and ITAR requirements. Product

shipped worldwide.

. Ensure financial controls are adhered to in accordance with Corporate

guidelines on procurement and other financial transactions

. Ensure compliance to all OSHA requirements to include facility

management, lease negotiations, facility budget, and other facility

related costs.

. Consistently obtained a 99% physical inventory of serialized and lot

controlled items. Set inventory stocking levels based on company

requirements and customer needs.

. Assist in SLA and SOW preparation as part of internal team and ensure

contract performance to major customers' requirements.

. Design and execute strategies and plans to meet clients short term and

long term supply chain management/production requirements.

. Manage all aspects of inventory control (forecasting, purchasing,

production planning & scheduling, inventory, shipping, receiving,

distribution and logistics)

. Negotiated transportation agreements for both domestic and

international freight with a favorable savings to the company. This

function was then rolled up into a Corporate function

. Provide weekly reports to Director of Finance on expected revenue

shipments for month and quarter end to ensure financial goals are met.

Worked with suppliers to ensure delivery commitments in order to meet

projected revenue shipments for the SBU

. Create/distribute KPI's weekly to senior management by departments in

my group (purchasing, customer service, order admin, order intake,

import/export, shipping/receiving, inventory)

. Managed inventory levels and responsible for item master integrity

relative to SKU number.

. Management of customer portals (EDI) to provide and obtain information

such as quality and delivery ratings, PO management and

acknowledgment, material requirements, min/max levels, advanced

shipment notifications (ASN). Also utilized various customers TMS

(transportation management system).

. Ensure financial controls are adhered to in accordance with corporate

guidelines on procurement and other financial transactions. Prepare

capital requests as needed.

. Participate and often host customer calls to review SLA requirements,

as well as program status and customer related issues.

. In a positive leadership way, mentor, support, coach, and train staff

in order to have a world class group excelling in employee

performance, customer services, and company goals.

. Coordinated all inbound and outbound freight, includes management of

carriers, declaring correct HTS and ECCN's on import/export

documentation, declared values, if applicable export licenses,

negotiated freight rates with carriers and provided oversight for

carrier service levels, reviewed and approved all bills for payment

approval.

. Develop strategies/plans to meet LTA requirements relative to supply

chain and inventory requirements. Establish relationships with key

global suppliers to ensure uninterrupted supply of needed materials

during the life of the company's agreement.

GENERAL MANAGER - SkyWay Communications. May 2003 to March 2005 (ending

salary $96k yr)

In this position I was responsible for the day to day operations of a FAA

Part 145 distribution/repair facility to include inventory

management/control, purchasing, contract management, customer service,

people management, and ensuring safety practices are met and followed as

well as ensuring compliance to government regulations. Other

responsibilities and accomplishments include:

. Manage on-going customer relationship and providing customer support

for five major airlines and providing required Level Of Service (LOS)

and weekly updates and custom reports.

. Project/Program Management.

. Implemented Oracle ERP system to the group and trained personnel on

how to use it.

. Establishing supplier/vendor relationships.

. Purchasing and Vendor management to include price negotiations and

LTA's on product

. Established a FAA approved repair station to include the hiring of

necessary personnel and assisting in writing and implementing of

procedures to meet all regulatory, customer, and internal

requirements.

. Implemented reverse logistics practices to improve upon efficiencies,

cost control, and profit margins.

. Maintain accuracy of data in MRP/ERP system (input and issuance from

inventory, labor reporting, startup of RFQ and quoting modules, etc.)

. Perform supplier evaluations and develop Statement of Work.

SENIOR OPERATIONS MANAGER - Airbase Services August 2001 to May 2003

Within a fast paced, highly dynamic environment, I was responsible for the

overall avionics business unit and operation of the Grapevine Repair and

Distribution Center located in Grapevine, Texas, as well as multiple field

locations throughout the U.S which provided 7x24 customer support, repairs,

and technical assistance. Worked very closely with Field Maintenance

Manager to ensure field Maintenance locations throughout the U.S. are

within compliance with all contractual T&C's. This included working within

a team to ensure all inventory control, SLA's, FAA/JAR regulations as well

as ISO quality standards and requirements are met and or exceeded. Ensure

budgetary requirements are met to include the purchases in excess of $15m

in yearly inventory purchases, ensuring all contractual compliance are met

and/or exceeded. Also responsible for the Avionics Division P&L to

include new project start up costs, contract & pricing strategies, and

compliance to all contractual requirements. Other responsibilities and

accomplishment include but not limited to the following:

. Manage on-going customer relationship and providing customer support

and providing required Level Of Service (LOS) and weekly updates and

custom reports.

. Establishing supplier/vendor relationships, perform supplier

evaluations and develop Statement of Work

. Established a FAA approved repair station to include the hiring of

necessary personnel and assisting in writing and implementing of

procedures to meet all regulatory, customer, and internal

requirements.

. Implemented reverse logistics practices to improve upon efficiencies,

cost control, and profit margins.

. Facility management to include OSHA requirements as well as company

required EH&S.

. Maintain accuracy of data in MRP/ERP system (input and issuance from

inventory, labor reporting, startup of RFQ and quoting modules, etc.)

. Ensure all products are manufactured in a safe and quality manner and

ensure compliance with all customer specifications.

. Inventory management and control as well as all warehouse related

activities

. Set inventory levels, performed cycle counts and physical inventory.

. Authored and implemented various policy & procedures applicable to the

business.

. Responsible for material planning, purchasing, inventory control,

distribution, warranty/returns, repairs, customer service.

. HR/People Management requirements (performance reviews, disciplinary

action, hiring, training, etc.)

. Integration of Avionics Division into the company and established near

perfect inventory accuracy through processes put into place. All

inventory tracked via lot and/or serial numbers. Inventory consisted

of both customer and company owned product.

. Senior member of a team to improve systems in order to provide

improved customer service, turnaround times, reporting, and reduction

in costs due to redundant or unnecessary systems or processes.

. Provided duties of Material Manager for a four month period while

search was underway for a replacement for the previous manager.

. New repair projects to improve upon profit of the operation

SENIOR OPERATIONS MANAGER- AT&T Wireless Services, Aviation Communications

Division July 1994 to August 2001

Responsible for the initial startup and responsible for the company's

Global Grapevine Repair and Distribution Center to include site location,

lease negotiations, and the hiring of personnel for two full shifts to

include entire management team, training, creating and implementing of

procedures, warranty management, as well as assisting in the establishment

of an FAA approved avionics Repair Station within the facility. Provide

logistics and customer support for Aircraft installations of communications

equipment around the world with 7x24 field support across the U.S. Work

with corporate materials, systems, traffic, financial, and administrative

groups and systems to ensure that proper distribution systems and/or

strategies are in place. Oversee the inventory management process for

materials in many areas of responsibility, includes but not limited to

managing vendor material, incoming inspection, cycle counts, material

disposition, and quality control activities. Also create and/or assist in

the development of procedures in inventory/material handling. Other

responsibilities and accomplishments include:

. Successfully consolidated all warehouses in the U.S. to the Grapevine

distribution center on time and within budget. Also moved internally,

all repairs performed by external multi-vendors into the company's new

facility which reduced expenses substantially. Utilized best

practices and reverse logistics activities.

. Facility management to include OSHA requirements as well as company

required EH&S.

. Established processes and controls in place to consistently achieve

97% inventory accuracy of $100m of inventory worldwide.

. Effectively worked with cross functional groups to ensure they are

responsive to customer demands which resulted in the programs having

zero installation delays attributed to AT&T's equipment deliveries.

. Facility management to include OSHA requirements as well as company

required EH&S.

. Consistently achieved goal of repairing 10,000 LRU's monthly to meet

company and customer requirements.

. Implemented business controls based on inventory dollar amounts.

. Project management and contract negotiations

. Management of customer owned inventory

. Achieve 100% on time delivery of product, often to other countries.

. Established Target Stocking Levels (TSL) of inventory at up to 18

remote sites to ensure all company commitments to the customer are met

and/or exceeded.

. Direct staff included Quality Manager, Engineering Manager, Warehouse

Supervisor, Repair Station Manager, Chief Inspector, Line Maintenance

Manager, and IT Manager. 45 indirect reports.

. Responsible for material planning and purchasing department activites.

BUSINESS OPERATIONS/ANALYST SUPPORT SPECIALIST II - Digital Equipment Corp.

09/93 to 07/94) (ending salary $48k yr)

Responsible for training of the Central States Region SDU personnel in

operations, logistics, material management as well as system use. Other

areas of expertise and responsibilities include but not limited to:

. Audits of field locations for P&P adherence to include physical

inventories.

. Served as the Central States Region contact for system training,

problems, or escalations.

. Work cross functionally with departments to improve system tools and

technologies for more efficient operation.

. SME on companies ERP system and performed training as needed to the

entire region. Performed testing on upgrades as needed.

. Senior member of national continuous improvement team.

LOGISTICS COORDINATOR - Digital Equipment Corp. April 1988 to Sept. 1993

Responsible for inventory and expense controls, inventory of Capital

Assets, security, as well as the reconciliation of all logistics material

reports and financial transactions. Other responsibilities include

accurate control of customer owned inventory, cycle counting, logistics

control review performance, ESD protection, training, purchasing, target

stock level reviews, escalations through management, budgeting, carrier

reviews and approval, service center operation, and meeting Corporate

inventory goals. Provide daily supervision to stockkeepers and provide

Logistics support to 7 remote sites and the accurate inventory of $1.9

million worth of material. Work closely with upper management to provide

customers with a high level of service and customer satisfaction. Perform

a wide variety of material planning, evaluation and analysis of data,

processes, and systems. Responsible for account team integration on

accounts to set stocking strategies and levels consistent with customer

level of service requirements.

EDUCATION & TRAINING

1981-Current Digital Equip. Corp., AT&T,

Cobham

Citrix, Project Management, Leadership, Supply Chain Management, Standards

Of Excellence, Risk Management, Employee Engagement, Respecting Privacy,

Standards of Business Conduct, Putting Customers First, Customer Problem

Resolution, Hazmat, Standards of Personal Conduct, Diversity and Inclusion.

Managing Action Planning, Investment in Excellence, Freight Training,

Hazardous Material, In-transit, Internal Purchasing, Quality, Logistics

Business Review Training, Financial Material Expense Reconciliation, LCR

Auditor Workshop, ESD, EH&S, Right-To-Know, Safety Awareness, ISO 9001,

Information Security and Disaster Awareness and import/export control.

APICS (CPIM) - Supply Chain Management, Capacity Requirements Planning,

Systems and Technologies

ERP Systems - BAAN, Made2Manage, Oracle

Software - Microsoft Access, Excel, Visio, Word, Project, PowerPoint

Other strengths:

Logical and analytical thinker and problem solver; excellent communicator -

verbal and written; very personable and great interpersonal skills; team

building; highly motivated and can motivate and inspire others; high

attention to detail; data analysis; good multi-tasking skills. Proven

ability to operate effectively under complex and changing workflow

situations; proven track record of cost reduction strategies and execution

in value added services; successfully manage distribution, shipping, and

order management systems interfaces.

Contact this candidate