Customer Service Manager

ANGELA K. JACOBY

N**** Whitetail Drive Seymour, WI 54165 • C 920-***-****

Email – *****.********@*****.***

PROFILE

Accomplished, reliable and motivated business professional of Fortune 500 company with experience in globally

focused manufacturing; proficient in numerous manufacturing disciplines, detail oriented, efficient and meets or

exceeds goals while keeping big picture in focus. Flexible, proactive and able to manage multiple priorities while

working well with team members at all levels within the organization.

PROFESSIONAL EXPERIENCE

2012 - Current

Custom Flex

Exclusive master distributor of PrimeBlade. The Swedish doctor blade, throughout the U.S. and Canada,

and leading manufacturer of end seals specifically designed for the flexographic industry.

Customer Service/Inventory Manager

• Solving and investigating customer’s long-standing or complex problems

• Communicating with customers by email, letter, face to face, and telephon.

• Prompt answers and appropriate actions in response for the needs of customers

• Visiting customers for the provision of one-to-one service and developing complaints or

feedback procedures for the use of the customers.

• Providing advice and help to customers using the products or services of the organization.

• Issuing compensations or refunds to customers and maintaining accurate and timely records

of correspondence or discussions with the customers.

• Enter and track raw material receipts, outside production items, and inventory control.

• Monitoring inventory on a daily basis and make planning recommendations

• Conduct month and year-end physical inventory counts, reconciliation and adjustments.

• Maintaining PO schedules, reports and product availability.

• Proficient in AS400 & SAP

2006-2012

BORGWARNER TURBO

Product leader in highly engineered components and systems for vehicle powertrain applications

worldwide.

Supply Chain Analyst/Aftermarket & OE Service Inventory Control

Accountable for supporting manufacturing operations by coordinating optimal delivery of relevant

purchased and manufactured items. Primary Allocator of inventory to inter-company companies, OE

Service customers and Aftermarket support. Work in a cross functional environment including sales

applications, Quality control, customer support, purchasing and manufacturing.

2006 – 2008 (Inter-Company/Customer Service)

• Daily followup with assigned customers

• Process and maintain customer orders

• Prompt answers and appropriate actions in response for the needs of customers

• Handle necessary administrative matters such as credit memos, orders, and processing of all

return material and follow up of same, to assure accurate up-to-date record keeping.

• Managed order releases.

• Analyze and allocate inventory for Aftermarket and OE Service customers.

• Devise long-term strategies to meet inter-company demands and authorize release of

inventory accordingly.

2008 – 2012 Supply Chain Analyst

• Ensure inventory accuracy via reports of MRP system, request cycle counts and inventory

adjustments when necessary.

• Organize most advantageous delivery schedule of pertinent materials needed to support

manufacturing and assembly of turbochargers for automotive industry.

• Monitor shipments to ensure that goods come in on time and resolve problems related to

undelivered goods.

• Expedite materials as needed.

• Experience with SAP

2005-2006

CLEMENT PAPPAS, Mtn. Home, NC

Leader in private label juice and fruit products for supermarket chains and wholesalers.

Production Supervisor

Responsible for providing leadership for 40 + hourly associates, including maintenance personnel.

Ensure all quality procedures and documentations are followed. Highly involved in Safety which

includes monitoring current policies and developing methods for improvement. Team-oriented

environment.

• Initiated cross training for floor associates

• Successfully learned to operate all machinery in the process of producing juice

• Conduct weekly Safety meetings with all associates; to include maintenance and quality

personnel

• Implemented record keeping including downtime minutes for all machinery for use in

improving efficiencies.

• Complete payroll daily.

• Scheduling personnel

• Conduct daily meetings with all departments within the organization.

• Complete evaluations for associates

2003-2005

FRIDAY STAFFING, Asheville, NC

Provides staffing for industrial, clerical and technical businesses. Fill critical vacancies, recruit, test, and

train potential employees. Also provide outplacement services.

Onsite Coordinator

Responsible to manage the daily operational relationship with the industry employers. Based at the

client’s site and the bridge between the company and Friday Staffing.

• Daily interactions with the clients in the Asheville area.

• Travel to various locations

• Various HR duties for Friday Staffing and the client

• Recruit, Interview, and test potential employees.

• Provide weekly reports of successful placements and the Client’s needs.

• Perform many office duties, data entry, new hire paperwork, payroll, answering phones, and

various other duties.

2002-2003

CLEMENT PAPPAS, Mtn. Home, NC

Leader in private label juice and fruit products for supermarket chains and wholesalers.

Production Supervisor

Responsible for providing leadership for 55+ hourly associates, including maintenance personnel.

Ensure all quality procedures and documentations are followed. Highly involved in Safety which

includes monitoring current policies and developing methods for improvement. Team-oriented

environment.

• Initiated cross training for floor associates

• Successfully learned to operate all machinery in the process of producing juice

• Conduct weekly Safety meetings with all associates; to include maintenance and quality

personnel

• Implemented record keeping including downtime minutes for all machinery for use in

improving efficiencies.

1999 – 2001

DAY INTERNATIONAL, Arden, NC

Produces consumable products used in offset printing, flexographic printing, textile

Manufacturing and corrugated paper converting. (350+ employees)

Scheduler

Scheduling of the shop floor based on customer orders and production demands. Responsible of keeping

track of works in process, inventories of component and sub-assemblies of our finished products.

Forecasting raw materials for upcoming production months.

1986 – 1999

QUAKER OATS COMPANY, Arden, NC (200+ employees)

Manufacturer and marketer of packaged food products.

Supervisor

Provides supervisory leadership and direction for up to 75 hourly associates which include training,

development, coaching, and performance management. Responsible for ensuring quality procedures and

record keeping procedures are followed. Coordinates on-going training for all employees, existing and

new, as well as team development. Delivers plant performance in safety, reliability, quality, and culture.

Initiates new procedures and special projects, and participation on other teams.

Selected Accomplishments:

• Functioned as relief Production Manager for a period of 11 months, responsible for up to 212

employees on 3 shifts.

• Improved Safety record from #25 in company to # 1 in a period of 18 months.

• Developed new policies and procedures based on feedback and participation of employees. Some of

the policies and procedures were also implemented in another company facility.

• Participated as a critical member responsible for the start-up of a new line of product. Line was up

and running successfully 3 weeks before scheduled deadline.

• Instrumental in the development and implementation of a Hiring Committee formed to improve

screening and hiring process. Actively participated on the committee.

• Began an experimental process of cross-training employees in other areas to improve their skills.

This process was ended when plant closing was announced.

• Initially hired at Quaker as a Production Associate and was promoted to Shift Supervisor within 2

months.

1978 - 1986

Southland Corporation (7-11), Wheaton, MD

Convenience Store Operation

General Manager

Managed store operations. Provided customers with a compelling place to shop by providing excellent

customer service and also providing an enjoyable workplace atmosphere to employees. Responsible for

all paperwork, ordering, scheduling, inventory control, deposits, hiring, and other aspects of operating a

convenience store.

EDUCATION

Montreat College, Asheville, NC A.B. Technical College

AAS, Business Administration Accounting/Industrial Management Courses,

BA, Business Administration 1991 - 1992

Company Sponsored Training:

Western Carolina Industries, Asheville, NC

• • •

Supervisory Training OSHA Training Human Resource Management

• • Program - 40 weeks

Leadership Training FMLA

•

• Appropriate Dispute Resolution

Labor & Employment Law

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