Customer Service Manager

JAMES E. CARROLL

Phone: 706-***-****

Email: abhydt@r.postjobfree.com

Results-oriented manager with more than 7 years of experience and a track

record of leading successful teams and improving processes to elevate

organizational performance. Dedicated, quality-conscious leader with the

skills and expertise to manage operations, logistics, customer service and

production scheduling while driving improvements in productivity. Areas of

expertise include:

Logistics ( Production Planning ( Operations Management

Warehousing ( Training ( Team Building ( Inventory Control ( Budget

Management

. Project Management ( Productivity Optimization ( Labor Relations (

Quality Improvement (

Interpersonal Communications ( Customer Service

PROFESSIONAL EXPERIENCE

INTERNATIONAL PAPER, 1984-Present

Edge Site Coordinator (Augusta, Georgia: August 2009 - Present): Lead

efforts to prepare and implement company wide "EDGE/SAP" Supply Chain

project at Augusta site. Prepared and coordinated site efforts with

corporate EDGE teams to meet critical communication, training, and "go

live" dates that resulted in a successful cutover to the new Supply Chain

operating model.

Production Planning & Distribution Manager (Augusta, Georgia: January 2003-

July 2009): Lead a team of 90 plus employees (80 union personnel plus 5

exempt and 5 non-exempt personnel) engaged in various paper production

activities, including 2 roll packaging wrap lines, 2 re-winders,

warehousing/inventory operations, loading, transportation and production

planning. Ensured production capacity and reliability by prioritizing and

coordinating area maintenance activities. Managed offsite warehouses.

Managed department budget of $3MM and a $36MM freight budget. Promoted

positive, collaborative relationship with union employees. Improved quality

and efficiency by implementing best practices to ensure optimum production.

Addressed transportation issues, including truck, rail and export carrier

needs to ensure appropriate loading and timely delivery to customers.

Controlled warehouse inventory. Implemented and enhanced inventory accuracy

programs. Investigated and resolved customer complaints, making site visits

to forge strong ties with account contacts. Member of Mill weekend/on call

duty for Quality Department.

Key Accomplishments:

. Key participant in corporate supply chain projects.

. Improved product location accuracy by 20% via implementation of an

innovative new program.

. Increased production efficiency, maintaining output while managing hourly

headcount reductions year over year and losing two exempt positions;

Distribution Manager and Warehouse/Maintenance Manager.

. Spearheaded process improvements that reduced customer complaints by 25%.

. Saved $150K annually by choosing a new port warehouse to decrease roll

damage and speed shipping.

. Lead efforts to improve wrapper package quality by purchasing and

installing hydraulic controlled heat platens to apply roll headers,

installed new wrapper shafts, pneumatic air brake system and alignment of

wrappers shafts with dispenser roller.

Distribution Manager (Augusta, Georgia: 2002-2003): Directed all

distribution and some warehousing activities, leading a team of 5 non-

exempt employees and managing a $36M freight budget. Developed and

implemented a system Loading List that automated prioritization, carrier

assignments, electronic tendering to carriers and summarized orders made

and order tolerances. Negotiated rates and services with truck and rail

carriers. Managed onsite trailer pool and spotting service with

approximately 200 trailers and containers. Provided training to staff to

promote efficient use of carriers.

Key Accomplishments:

. Quickly rebuilt mill truck carrier base with proper amount of carriers

and dropped trailers working from on-site trailer pool to support mill

loading and customer needs.

. Saved time and increased accuracy by implementing a Loading List system

that automatically sends electronic information about loaded trailers to

carriers via EDI.

. Completely eliminated rail demurrage charges by changing the mill process

for loading boxcars. Negotiated carrier and warehouse rates and services.

James E. Carroll Page 2

Transportation Business Analyst (Memphis, Tennessee: 2000-2002): Served on

Supply Chain project team (ALIGN) charged with identifying ways for P&C

division to increase customer satisfaction and reduce time from order to

delivery. Studied interactions between corporate and site transportation

and warehouse operations; evaluated processes and recommended improvements.

Developed tools and reports to create more efficiency in transportation and

warehousing functions. Project evolved into company wide program.

Key Accomplishments:

. Played integral role in the creation of a Load List system to streamline

order shipments by assigning earliest shipping dates, assisting with

loading plan execution and notifying carriers of orders.

. Provided vital information on carrier performance with new transportation

reports.

. Trained site personnel on new tools and processes.

. Site Coordinator for Georgetown ALIGN implementation.

Note: Following positions were with Union Camp prior to its 1999

acquisition by International Paper.

Inside Sales Representative / Production Planner (Savannah, Georgia: 1996-

2000): Managed customer orders, receiving new orders and reviewing them for

accuracy. Assisted customers with challenges, tracking and resolving

issues. Scheduled and trimmed paper, containerboard and two poly extruder

machines.

Key Accomplishments:

. Created pricing spreadsheet for polycoated paper orders, which made it

possible to provide an immediate quote.

. Maintained positive relationships with customers by resolving problems

proactively and promptly.

Logistics Coordinator / Production Planner (Eastover, South Carolina: 1984-

1996): Served as inaugural production planner at a new facility.

Orchestrated planning and order scheduling to enable cost efficient

production while meeting shipping demands. Trained operators and other

colleagues on scheduling and trimming paper machines. Coordinated carriers

and shipping. Analyzed shipping data and made carrier assignments.

Negotiated truck and rail carrier rates and services. Investigated and

resolved late shipping incidents.

Key Accomplishments:

. Developed a pulp forecasting report utilized by the sales team to

accurately quote product availability for both domestic and international

orders.

. Obtained $93K in credits in one year via implementation of an on-time

shipping program.

. Created a re-winder salvage program to convert off-grade material to A1

product.

PC SKILLS: Excel, Word, Power Point, SAP, Business Warehouse, Lotus Notes,

Microsoft Outlook.

EDUCATION

Bachelor of Science in Management

University of South Carolina, Columbia, South Carolina

PROFESSIONAL TRAINING

Union Camp Leadership Skills Course

APICS Basics of Supply Chain Management Course

TQM Course

ISO Internal Auditor

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