Customer Service Manager
Resume:
Thomas S. Smith
Goodview, VA 24095
abh3o5@r.postjobfree.com
WORK HISTORY
*/** - ******* ********* ******, Roanoke, VA
(window manufacturer)
Supervisor
Promote safe operations by communicating and interacting
with associates concerning work station processes and
housekeeping. Improve efficiency through building team
morale and continuous improvement through cross training of
personnel and submission of suggestions from associates.
Transfer information concerning customer needs and quality
issues to all associates to raise awareness and increase
quality and sense of urgency. Work with a diverse group of
people to bring them together to work as a cohesive team.
Accomplishments in Double Hung:
Associates supervised: 34
Set facility record in number of units produced in one shift
Recently improved manhour 13%
Improved morale through equitable and consistent interaction
with associates
Accomplishments in Specials:
Associates supervised: 8
Set facility record in number of units produced in one shift
Set facility record for manhour in one shift
Improved manhour 16%
Supervised 2 associates running Impact sash line concurrent
with Specials.
9/05-3/06 Seminary training
6/03-8/05 OLDCASTLE GLASS, Telford, PA
(commercial glass products)
Plant Manager
Managed a plant of 80 personnel. Responsibilities include shipping,
transportation, production, production scheduling and
maintenance. Consolidated office shipping personnel from 2
to 1 and production scheduling and optimizing from 2 to 1.
Enhanced relations between customer service and operations by
discussing difficult orders before order entry and handling
customers with difficult issues needing resolution. Hired
key lead people to stabilize and strengthen workforce.
4/02-6/03 SLOCOMB INDUSTRIES, Newark, DE
(vinyl window manufacturer)
Manufacturing Manager
Managed 60 manufacturing associates. Establish measurements to focus
manufacturing efforts. Establish production leadership by
promoting and hiring line leaders. Train personnel in lean
manufacturing and 5S (visual workplace). Staffing to demand
utilizing a combination of permanent employees and
temporaries. Continuous improvement targeted to specific
collected data. Setting efficiency goals based on parts per
person. Maintain and improve plant safety using Safety and
Housekeeping Inspections.
Accomplishments:
Implemented cell manufacturing areas within the production
lines reducing needed headcount
Reduced glass cutting batch sizes reducing occurances of glass
outages at the IG building
area, decreasing amount of cut glass wip, reduced amount of
glass carts on floor, increased available floor
space
5/97-4/01 PATRIOT MANUFACTURING/MW WINDOWS, Hammonton, NJ
(vinyl window manufacturer)
Production Manager (10/97
- 4/01)
Managed 100+ personnel including 5 supervisors. Improve and
maintain efficiencies by focusing on logistics and continuous
improvement measures. Cost containment through close
management of profit and loss statements. Effect turnover
and absenteeism by improving work environment both
physically, in plant conditions as well as personally,
treating all associates fairly, consistently, and as a
valuable resource. Measure progress to identify constraints.
Instill awareness of the customers' need of quality, on-time
product.
Accomplishments:
Trained in Lean Manufacturing principles and 5S.
Implemented Lean principles by redesign of production line
from linear to cellular setup
Reduced WIP by 80% - increased available floor space by
approximately 50% allowing
"warehousing" to be done at point of use - less moving of
material. Also allowed kanban set up to track inventory at
the line. Inventory turns increased.
Production Supervisor (5/97-10/97)
Facilitate the production of vinyl windows through the
supervision and training of thirty three production
personnel. Manage the flow of product through various stages
to ensure optimum output in the most efficient manner
possible.
1987-1997 J.E. BERKOWITZ, L.P., Westville, NJ
(fabricators and distributors of glass and mirror products)
Product Manager (12/94-5/97)
Responsible for management of specific product-glass
entrances from initial customer contact through estimate,
production, completion and delivery. Review and comply with
architect's specifications; source and purchase materials and
relevant hardware; interface with vendors; negotiate pricing;
and coordinate production and delivery schedules. Conduct
outside sales
calls targeting glass and glazing contractors to develop and
expand client base and increase sales. Schedule glass
fabrication and tempering and also supervise and schedule
door
fabrication. Prepare monthly sales/profit reports.
Supervise estimating/ customer service assistant and door
assemblers.
Realized 25% increase in sales each year.
Achieving positive profit margins by selling Quality and Service (value
added) and renegotiating pricing for component parts purchased.
Successfully expanded market share by emphasizing customer service,
reducing lead times and quickly resolving arising problems.
Shift Supervisor (12/92-12/94)
Responsible for coordinating the production and scheduling
for three shifts - 24-hour operation. Supervised a staff of
twenty production personnel and two floor supervisors.
Provided ongoing technical support as needed. Maintained
continued quality assurance of production and end products.
Prepared daily production and labor reports.
Achieved 98% on-time completion.
Sales Technical Advisor/Production Liaison
(6/90-12/92)
Assisted sales department in resolving technically difficult
orders and sales calls. Directly interfaced with customers.
Participated in quoting and ordering all glass entrances,
designed custom boxes for product shipment. Expedited orders
via production office.
Production Scheduler (1/88-
4/89)
Scheduled production and expedited orders to ensure on-time
completion and prepared relevant reports.
Combined scheduling and expediting in one position.
Data Entry - Production Scheduler
(10/87-1/88)
4/89 - 5/90 Employed in unrelated industry - kitchen, bath and tile
supply company.
EDUCATION
THOMAS EDISON STATE COLLEGE- Trenton, New Jersey
BS Business Administration - June 2010 \]
GLOUCESTER COUNTY COLLEGE - Deptford, New Jersey
Associate of Science in Computer Information Systems - May
1992
Additional Training
New Jersey Air National Guard sponsored: Train the Trainer -
Participant and Instructor
Train the Certifier - Participant & Instructor ... NCO
Preparatory Course
MILITARY
NEW JERSEY AIR NATIONAL GUARD (1986-1998)
Squadron Training Manager (1991-1998)
Facilitate and coordinate all training for Logistics Squadron
- 90 personnel
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