Customer Service Management
Resume:
Scott D. Hardman
Garden City, NY 11530
516-***-**** (Residence)
***********@*******.***
QUALIFICATIONS SUMMARY
Vice President/Director of Supply Chain for Global Fortune 500 Company with an MBA (Finance) and 20
years of demonstrated growth and successes in Inventory Management, Collaborative Planning, Forecasting
and Replenishment and Distribution Systems Design and Implementation. Strategic leader with the ability to
build strong cross functional teams that drive projects to completion on-time and within budget. Creative
thinker who communicates his energy and passion effectively to drive change through continuous
improvement initiatives that directly impact the bottom line. Strong background in metrics and analytics
supporting key business decisions to optimize business performance and improve business processes.
Effective communicator with all levels of management and a firm grasp of the daily business operations
combined with a clear understanding of the business mission.
PROFESSIONAL HISTORY
Sony Corporation of America, Sony DADC, New York, NY
Director, Supply Chain – (2009 – 2013)
Responsibilities:
• Sony DADC Business Operations (Manufacturing & Distribution) liaison for Major Music Business
Partners (Sony Music – CDS/SAP, UMG - Legacy, EMI - PBS).
• Customer Service Management for Sony Music Retail Services including New Release and Catalog
Order Management and Customer Scorecards.
• Responsible for Distribution and Warehouse Systems implementations for Customer Service and
Customer On-Boarding.
• Responsible Music Distribution and Manufacturing Forecasting for Operational and Financial Planning.
Accomplishments:
• Designed and implemented a web-based Common Distribution System including Order Management,
Item and Customer Masters and Inventory Management Module. Reducing mainframe maintenance
costs and simplifying the Customer on-boarding process.
• Developed a New Release Inventory and Order Management Tool to increase New Release Order Fill
Rate and reduce Transportation Costs.
• Planned the consolidation of Sony Music in a single Distribution Center Model to reduce Inventory and
align costs with transitioning business model.
Sony Corporation of America, Sony Entertainment Distribution, New York, NY
Vice President, Supply Chain – (2005 – 2009)
Responsibilities:
• Responsible for all capacity planning and distribution allocation for the 4 primary Distribution Centers
for all Business Units.
• Responsible for the development and implementation of all key metrics (Total Delivered Cost, Inventory
Days of Supply, On-Time and Complete, Cycle Time, Workability, Quality) reporting and analysis.
• Directing a staff of 5 professionals, planning over 590 million units of demand with over 50,000 Finished
Goods SKU’s in 4 Full Service Distribution Centers.
• Sony Entertainment Distributions account representative for the Sony Music Business Unit, responsible
for forecast management, coordinating product life cycle management and managing daily business
operations.
Accomplishments:
• Developed and implemented an Inventory Target Setting Tool, reducing Inventory Days of Supply for
Sony Pictures Home Entertainment by over 50% on their Planogram SKUs.
• Designed and implemented an Outbound Capacity Management Model to allocate distribution at the
business activity level within the Distribution Centers reducing manpower requirements by 18%.
• Developed metrics reporting to capture key performance indicators to identify inefficient business
activities reducing Total Delivery Cost by 10%
• Planned and managed the integration of 50 million units of inventory for the Sony Music/BMG Joint
Venture, including the transition of 2,200 SKU’s to a Hits Model.
• Developed an Operational Data Storage Model to facilitate the analytics required to re-configure the
Distribution Model to support additional Third Party opportunities.
Sony Music Entertainment, Inc., Sony Music Distribution, New York, NY
Vice President, Inventory Management – (1998 –2005)
Responsibilities:
• Full responsibility for procurement of all finished goods and component inventories for all Sony Music
Labels and Distributed Third Party Agreements.
• Directing a staff of 7 professionals, managing over 70 million units of inventory with over 15,000 active
finished goods SKUs in four Full Service Distribution Centers.
• Complete responsibility for all Inventory Forecasting, Production Scheduling, Inventory Transaction
Management, Returns Processing, Obsolescence Analysis and Data Maintenance.
• Preparation and presentation on all Inventory, Returns and Customer Service Performance Reports.
Accomplishments:
• Designed and implemented the integration of Sony Disc Manufacturing’s Oracle Manufacturing System
to our Global Distribution System to provide direct on-line access to production information.
• Project lead for Inventory Management and Item Master Development for the integration of Sony
Pictures Home Entertainment into Sony Music’s Distribution Network. Transferred over 100 million
Units of inventory into a Hybrid Distribution Model to control Planogram Management.
Director of Inventory Management – (1992 – 1998)
Responsibilities:
• Full responsibility for procurement of all finished goods and component inventories for the Sony Music
Labels.
• Directing a staff of 5 professionals, managing over $30 million in inventory with over 12,000 active
SKU’s.
• Complete responsibility for all Inventory Forecasting, Production Scheduling, Inventory Transaction
Management and Data Maintenance.
Hell Graphic Systems, Inc., A Siemens Company, Melville, NY
Director of Inventory Distribution and Logistics – (1989 – 1991)
Vice President of Operations/Ultre Imagesetter Division – (1989-1990)
Business Development Manager – (1986-1989)
Contract Administration Manager – (1983-1986)
Senior Staff Accountant: Inventory – (1982-1983)
Education/Professional Development:
MBA, Finance, 1991, Hofstra University, Hempstead, NY
B.S., School of Professional Accountancy, 1980, C.W. Post Center (LIU), Greenvale, NY
Member of the Counsel of Supply Chain Management Professionals
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