Customer Service Manager

Jeff Boekhout

***** ******* ***** **** *****: 810-***-****

Macomb, MI 48044 ********@*****.***

PROFESSIONAL EXPERIENCE SUMMARY

• Ten years experience in a manufacturing environment in operations management, quality

management, lean manufacturing, materials management, supply chain, customer service,

production control, inventory control, and product development.

• Proven track record in business process improvements and cost saving initiatives using analytical

and problem solving skills.

• Extensive experience in business set-up, launch, training, troubleshooting and support.

• Participated and strived in cross functional teams over the past 10 years.

EXPERIENCE

Multi-Line Insurance Agent June 2009 - Present

Farm Bureau Insurance, Rochester, MI

Auto, Home, Life, Business, Retirement, Farm and Health Insurance

Responsibilities and Duties

• Prepare quotes and finalize applications for clients

• Market, promote and sell companies product line

• Assess private and personnel properties

• Review potential and current clients policies and provide counseling for improvement

• Coordinate events for networking of companies product line

Achievements

• Submitted 19 Life Applications and 42 Property and Casualty policies within first 5 months

• Accomplished Farm Bureau’s validation goal in 5th month

• Completed Career School I and II

Operations and Business Unit Manager April 2007 to February 2009

Shawmut Corporation, Port Huron, MI

Textiles for Automotive, Marine, Military, Medical and Sportswear Industries

Personnel and Direct Reports

• Managed Operations, Supply Chain and Customer Service Departments

• Oversaw four department managers and three supervisors

• Managed 200 employees in daily operations

Workloss and Efficiency

• Reduced workloss to 3.27% in Flame Lamination Dept.

• Increased efficiency by 18% in Flame Lamination Dept.

• Reduced overall labor 14% in Inspection Dept.

Improvements and Cost Savings

• Initiated and implemented cost saving projects in the Operations and Materials Departments

• Reduced raw material inventory by optimizing scheduling

• Stabilized schedule for Flame Lamination Department

• Implemented use of Kanban scheduling technique at Trim Components and Cut Parts Divisions

• Implemented Lean Principles and Quick Changeover practices

• Reduced and managed labor costs

• Implemented and optimized Vision System in Flame and Inspection Departments

• Completed transition of Customer Service Department from plant level to corporate level

• Implemented Continuous Improvement projects and goals to address workloss, capacity and

quality concerns

• Set quarterly goals and objectives for managers and supervisors

• Worked in conjunction with management team to analyze and communicate customer projections

• Implemented and sustained housekeeping standards in Port Huron facility

• Coordinated and supported customer visits for new business opportunities and quality concerns

Training and Reviews

• Completed annual reviews for managers and supervisors

• Trained managers and supervisors in automotive principles and procedures

• Introduced 4 Panel format for reporting workloss and efficiency metrics

• Implemented self evaluation survey for plant employees

Quality Engineer February 2004 to March 2007

Shawmut Corporation, Port Huron, MI

Textiles for Automotive, Marine, Military, Medical and Sportswear Industries

Corrective Actions and Troubleshooting

• Utilized problem solving and troubleshooting techniques (5 Why, Fishbone and Practical Problem

Solving Reports ) to address customer and internal concerns

• Identified product parameters to meet customer requirement

Quality System and Auditing

• Trained employees to QS9000 standards

• Participated in cross functional team that transitioned QS9000 systems to TS16949 system

• Prepared and maintained Control Plans, Flow Charts and FMEA

• Prepared Production Part Approval Process (PPAP)

• Constructed, revised and maintained company procedures

• Performed internal and external auditing

• Reduced internal and external PPM (Parts Per Million)

• Implemented and managed Continuous Improvement projects for Port Huron facility

• Prepared facilities for third party QS9000 audits

• Initiated and implemented Lean Principles (5S, Error Proofing, Visual Factory) at Port Huron

facility

Customer Satisfaction and Support

• Managed and traveled to customers in Mexico, Canada and across the United States

• Built strong relationships with customer base which reduced external claims • Obtained harmony and appearance approvals of textiles constructions at OEM level

• Implemented customer surveys for Tier 1 Suppliers

• Managed customer claims and returns

• Supported Run at Rate activities for customer base

Operations Manager December 2001 to January 2004

Ajax Metal Processing, Detroit, MI

Heat Treating, Plating and Adhesive Applications for Automotive Fasteners

Personnel and Direct Reports

• Managed 50 employees in daily operations

Quality System and Auditing

• Utilized problem solving and troubleshooting techniques for internal and external concerns

• Implemented SPC data collection in Heat Treat Division

• Performed internal and external auditing

• Prepared and maintained Control Plans, Flow Charts and FMEA

• Implementation of Lean Principles (5S, Visual Factory and Error Proofing)

• Implemented layered (daily, weekly and monthly) audits in Detroit and Indiana facilities

Customer Support and Cross Functional Teams

• General Motors Corporation Taskforce and Flow Team Member

• Provided on site support for customer’s new program launches

QS9000 Manager December 2000 to November 2001

The Cold Heading Company, Warren, MI

Cold Formed Fasteners for the Automotive Industry

Quality System and Auditing

• Upheld integrity of quality system to QS9000 standards

• Performed internal and external quality audits

• Developed and implement new procedures including revisions

• Analyzed quality issues and concerns (PPAP, APQP, FMEA, SPC)

• Implemented quality systems at new facilities including training of personnel

• Utilized 5 Why, Fishbone Analysis and Practical Problem Solving Report for Corrective Actions

• Coordinated and supported nine facilities for third party QS9000 audits

Quality Liaison July 1998 – November 2000

The Cold Heading Company, Warren, MI

Cold Formed Fasteners for the Automotive Industry

Responsibilities

• Addressed daily customer concerns

• Coordinated on site containment activities for customer base

• Prepared Engineering Change Notices based on customer concerns

• Prepared Corrective Actions for customers

• Prepared Production Part Approval Process (PPAP)

• Performed presentations of company’s manufacturing processes

• Prepared facility for external audits

• Traveled to customers across the United States and Canada

EDUCATION AND LICENSES

Michigan State University, East Lansing, MI 1998 – Bachelors of Science in Business Management

State Issued Licenses – Resident Producer

• Casualty

• Accident and Health

• Life

• Property

• Variable Annuities

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