Customer Service Manager

JOAN MARIE MONTE

**** ***** ****** ***** **** River, NJ 08753 ********@***.*** 732-***-****

QUALIFICATIONS

People-centric Materials Manager with astute customer service skills acquired over many years in the packaging industry

Experienced scheduler and planner with the expertise to improve, develop and implement systems and processes, using tools such as

SSA ERP, IBM Power Systems, Material Requirements Planning (MRP II), Master Production Scheduling (MPS) systems and the

Microsoft product suite

Profit-oriented professional who trains, manages and guides staff while maintaining direct customer relationships

EXPERIENCE

MEGA PUMPS LP – EATONTOWN, NJ 2005 to 5-31-13

SALES ADMINISTRATIVE SUPERVISOR

Manage the U.S. customer service department for the German-based airless dispenser manufacturer, providing support across the

cosmetic, personal care and pharmaceutical markets

Interact Globally with both staff and customers, delivering more than 500 price quotations annually and successfully directin g the order

entry process

Oversee vendor servicing on behalf of the organization; ensuring precise end-item decoration, expediting traffic and shipment

deliveries, and purchasing components, colorants and supplies

Review sales projections and forecasts, and create month-end reporting, working alongside Operations Manager and Sales Director

Supervise and guide staff, retaining workflow despite staff contraction

Ensure compliance with ISO 9000 certification, documenting requirements and training staff

BENCHMARK APPRAISAL, INC. – SEA GIRT, NJ 2003 to 2004

ADMINISTRATIVE ASSISTANT

Assisted multiple appraisers in two offices for the full-service real estate appraisal and consulting firm

Increased productivity and eliminated manual tracking of appraisals and commissions through the creation of Excel spreadsheet s

Stimulated business by creating and disseminating marketing materials

DPT LABORATORIES (AKA WEST & PACO) – LAKEWOOD, NJ 1980 to 2003

MATERIALS MANAGER, SHORT TERM PLANNING 2001 to 2003

Administered the planning for the semi-solids and liquids contract development and manufacturing organization at their headquarters,

growing with the company over twenty-three years

Implemented a new computer system within a nine-month timeframe, inside of schedule by three months

Maximized organizational reorganization and automation by gaining increased visibility into scheduling and materials requirements, and

bottom line savings due to a 25% reduction in planning workforce

Consolidated two facilities within three months to capitalize on union workforce and manpower capacity requirements

Improved monthly billing, forecasting projections and customer service delivery from 73% to 93% through the creation of a Finished

Goods Status report that reduced the time materials remained at the facility

MATERIALS MANAGER, PLANNING DEPARTMENT, WEST PHARMACEUTICALS LIQUIDS FACILITY 1998 to 2001

Hired and oversaw a unified customer service and planning team

Planned and attended customer meetings, then communicated new project requirements to all department heads

Established a batch meeting that included the QA, Analytical Department and Process Managers, a forum for consensus on the team’s

weekly workload

Coordinated, booked then reconciled inventories, providing accountability internally and externally to customers

Applied ABC stratification for one customer, then rolled out the planning method across all customers, resulting in 98% increased

accuracy

MATERIALS MANAGER, PACO PHARMACEUTICALS 1995 to 1998

Advanced within the organization to Materials Manager, simultaneously supervising planning, the product ion floor plant manager, and

all production lines; training staff to synchronize planning functions and increase time available to spend on the production floor

Negotiated union issues and grievances, demonstrating successful communication and flexible interpersonal expertise

JOAN MARIE MONTE

1387 White Spruce Drive Toms River, NJ 08753 ********@***.*** 732-***-****

Ensured finished product received 100% customer satisfaction by teaming with the mechanical staff and quality control

DPT LABORATORIES (AKA WEST & PACO) EXPERIENCE CONTINUED…

PLANNING MANAGER, PACO PHARMACEUTICALS 1980 to 1995

Expanded the liquids division planning department from 4 packaging lines to 26 packaging lines, increasing staff and resources

Represented customer service to outside sales team and customers

Initiated and crafted weekly and long-range schedules, and coordinated meetings across departments

EDUCATION

OCEAN COUNTY COLLEGE – TOMS RIVER, NJ

Associate in Arts Degree received BUSINESS

T.H.E. TECHNOLOGIES – TOMS RIVER, NJ

Microsoft Office User Specialist – Word, Excel, Access, PowerPoint, Front Page, Publisher

PROFESSIONAL TRAINING/CERTIFICATIONS

CPR AND FIRST AID CERTIFICATION 2012 to CURRENT

PACO DEVELOPMENT 2002 to 2003

Fred Pryor Speak with Confidence and Clarity Seminar

Good Manufacturing Practices (GMP) Training Seminar

ASSOCIATION FOR OPERATIONS MANAGEMENT MEMBER 2002 to CURRENT

APICS Just-In-Time, APICS Basics of Supply Chain Management Courses Completed

Contact this candidate