Customer Service Manager

John H. Adams

**** ***** **, **********, ** *****

919-***-**** - *******.****@*****.***

http://www.linkedin.com/pub/john-adams/15/11a/82a

MANUFACTURING MANAGEMENT/ OPERATIONS MANAGEMENT

Proven Manager, exceeding all goals for quality, budget, and customer

service in Automotive, Electronic, Apparel, and Medical Device Industries.

. Experienced with GMP Quality Systems - ISO, Kaizen, FDA, Six-Sigma.

. Operations: Manufacturing, Purchasing, Engineering, and Lean

Manufacturing.

. Logistics: Warehouse, Distribution, Production Control, Inventory

Control, and Transportation.

EXPERIENCE

J. America Retail Product (Apparel company supplying large retailers)

Production and Distribution Manager, Williamston, MI

2004-2012

Successfully managed all production and distribution for multiple contract

warehouses and screen printers throughout the USA and Honduras with sales

of about $20m. Meet regulatory, quality, cost, and delivery requirements.

Prepare and monitor the on-site and off-site operations while promoting an

atmosphere of continuous improvement.

. Revamped processes, developed key metrics, and improved communication

with warehouse, contractors, and production, resulting in charge-backs

less that 0.9% of sales in 2007.

. Developed, created, implemented, and currently manage an Access database

to track orders and production milestones.

. Manage fulfillment programs, thus controlling a quarter of the company's

sales. Grew the JC Penny's Triple Pack program from $2.2m to $4.2m over

three years. Because of this success, JC Penney awarded us another

fulfillment program expected to generate $700k first year.

. Prioritized customer orders by delivery date utilizing Hot List to ensure

on-time delivery, and opened communication with Customer Service to

resolve issues quickly. Recognized by President for praises given by

customers and sales reps for on-time deliveries.

. Monitored and audited contract warehouses and screen printers, sharing

best practices. Achieved on-time production and shipment while

maintaining quality. Sustained low production costs without increases

over three years.

. Opened lines of communication with weekly meetings and open door policy,

and conducted team training; and developed key metrics to monitor cost,

waste, and late orders, and monitored performance, giving real-time

feedback.

. Developed a clear strategic plan, improved communication, and created and

delivered annual performance reviews complete with development activities

to all direct reports and their associates focused on company goals and

objectives. Consistently achieved high level of motivation and

productivity.

. Direct responsibility at J. America (before going to Retail Product

Division) for the warehousing, production art, screen printing (in-house

& out-house), embroidery, and packaging according to customer

requirements, shipping, and facilities.

WHATMAN, INC. (Global Life Science Technology)

Plant/Manufacturing Manager, Ann Arbor, MI 2000-

2003

Managed production of medical devices including manufacturing, purchasing,

engineering, warehousing, inventory control, and distribution for this

35,000 sq foot facility with class 50,000 cleanroom, running three shifts.

Annual sales of $15m. Met or exceeded regulatory, quality, cost, and

delivery requirements. Prepared and monitored site's operating budgets.

Promoted an atmosphere of continuous improvement and lean manufacturing.

. Revamped and prioritized production schedules weekly, ensuring delivery

of customer orders before stock production. Reduced late orders from

$500k to $10k within 6 months with 40% accurate forecast.

. Evaluated production processes and raw materials, removing non-value

added steps. Reduced in-process scrap by 10%, and kept costs and late

orders lower than budgeted.

. Negotiated with our largest plastic molding manufacturer to establish

min/max quantities and deliver only what we needed weekly, thus receiving

lowest cost based on volume while maintaining low inventory levels.

. Came in under budget 19% in 2003, and achieved favorable manufacturing

variances in 2002 and 2003.

. Collaborated with Customer Service to improve on-time deliveries; changed

manufacturing lead-time from "fluctuating" to fixed 5-weeks.

. Created a Sales and Operation Planning Excel sheet to determine when

production capacity was met or exceeded, thus reducing late orders and

maintaining fixed lead-time to customers while controlling costs.

. Communicated about the plant closing to the employees and coached the

team to train employees from the new facility. Throughout transition,

met production requirements. Completed the move on schedule and under

budget without impacting customer deliveries, maintaining high level of

motivation and productivity.

INSTRUMENTATION LABORATORY (Blood Diagnostics)

Manufacturing Manager (Sensory Systems), Ann Arbor, MI 1991-

2000

Managed four production areas; annual sales of $26m. Scheduled

manufacturing for both domestic and international shipments. Managed FDA

and ISO compliance. Prepared and monitored production budgets.

. Executed quality assurance program to replace the quality control

program. Changed from production process to Demand Flow by setting up

Kanban system. Reduced work-in-process stock while maintaining zero

customer back orders with 3 to 7 day inventory level in finished goods.

. Purchased and implemented an automated taping machine in the packaging

area, increasing throughput and reducing the number of subassemblies from

33 to 4, thus reducing the number of Operators needed from 20 to 13,

while increasing production flexibility.

. Created metrics, monitored processes, maintained the production reports,

and conducted weekly production meetings with other departments.

Increased throughput in the Final Assembly and reduced scrap in Bag

Filling department.

. Successfully implemented ISO9002, and supported the ISO audits and their

findings to insure production procedures were being followed and updated.

Involved in two FDA audits, passing with only minor observations.

. Instrumental in implementing computer enhancements and databases in the

production departments, which enabled process monitoring, thus improving

quality and process flow, and reducing waste. Facilitated continuous

improvement with the final assembly by developing the 13 Operators into

Self-Directed Work, enabling me to take on responsibilities in other

production areas.

RS ELECTRONICS (Distributor/Retail of Electronic Products)

Warehouse Manager, Livonia, MI 1986-1991

Insured the accuracy and on-time deliveries of electronic products to

customers. Supervised 27 union employees in shipping, receiving, stocking,

picking, filling, and customer return areas.

. Reorganized the 60,000 sq ft warehouse to balance the work load in all

eight sections, and consolidated five remote stocking locations into the

warehouse, improving product flow.

. Initiated same day shipments, achieving and maintaining 99.5% or better

delivery record for orders received before 3 PM, thus reducing operating

costs. Company used "on-time delivery" in advertising materials to

increase sales.

. Communicated with employees about expectations and the union rules, and

worked with them to create a trusting relationship. Reduced union

grievances by 85% within 5 years. Member of team that negotiated two-year

wage freeze in three-year union contract.

. Established and staffed a verification step prior to product shipment,

and monitored inventory and computer system to achieve dollar variance of

less than %.

. Negotiated all transportation rates and agreements for multiple locations

(Intrastate, Interstate, and International) with 20% cost reduction.

EDUCATION:

Bachelor Degree in Business Management, Cleary College, Ann Arbor, MI

Juran Quality Systems, Mallinckrodt Sensor Systems Training

Proficient in Microsoft Office (Work, Excel, Access, Project, Power Point)

KEY WORDS:

Manufacturing, Plant, Operations, Warehouse, and Production Manager,

Production Supervisor, union, non-union, customer service, customer focus,

BS, FDA, GMP, ISO, MRP, JIT, BOM, SPC, OSHA, MIOSHA, MSDS, TQM, ERP, FIFO,

MRP, MRP2, MAPICS, SAP, MFG Pro, lean manufacturing, Six Sigma Training, 6-

Sigma Training, 3-Sigma, medical device, medical product, team leader, goal

oriented, molding, master production schedule, Access, Excel, Word,

Microsoft Office, negotiate, supply chain, team oriented, proactive, modern

management approaches, participative problem solving, interactive decision

making, people skills, leadership qualities, planning, directing budgets,

goals, business objectives, lead, direct others, plant material management,

production control, logistics, inventory management, bills of material,

part specifications, routing, quality, continuous improvement, process

efficiency, colleague development, change over, policies, procedures, parts

assembly, specifications, delivery dates, cost controls, plastic, one-piece

flow, theory of constraints, kaizen, high volume, automation, semi-

automation, manual assembly, strategic plan, hire, fire, motivates,

terminate, train, coaching, counseling, troubleshooter, planner, organize,

prioritize, purchasing, inventory control, production control, fast-paced

environment, shop floor metrics, visual controls, safe work practices,

effective housekeeping, strategic thinker, hands on, planning, work in

process, flow manufacturing, inventory, engineering, purchasing, materials,

supplier scheduling, order management, shipping, bachelor degree, coaching,

mentoring, staff development, leadership skills, verbal and written

communication skills, continuous process manufacturing, engineering,

project management, labor relations, multi-task, cycle count, inventory

reduction, fast-paced environment, flexibility, detail-oriented, self-

motivated, P & L, analytical, vendor management, demand flow.

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