Customer Service Sales
Resume:
***********@*****.***
James W. Jenkins 5108 Old Forester Lane Glen Allen, VA
23060
CUSTOMER SERVICE MANAGER
Profile
Results oriented customer service manager with a track record of
consistently successful
individual and team sales. Exceptional interpersonal and leadership skills
with an approachable
management style that brings out the best in people.
Expertise
Innovation: Creative thinker with a track record of pioneering approaches
to sales, promotions and
developing win-win situations to meet customer needs.
Analytical problem solving skills: A solution focused approach to complex
challenges.
Creating new business: Demonstrated ability to identify and capitalize on
market opportunities.
Relationship building: A genuine talent for communicating across all levels
of the organization, and acting as a liaison with customers, vendors, sales
and operations.
Communication skills: Professional presenter and outstanding communicator
from board room to warehouse.
PROFESSIONAL EXPERIENCE
Weyerhaeuser Federal Way, WA 1986 -2010
International forest products company producing softwood lumber,
pulp, paper,
and packaging products.
Division Customer Service Manager (2008-2010) Richmond, VA - Supervised
day-to-day customer service functions of 3 call centers servicing customers
in 9 states, contributing over $100,000,000 in sales (15 associates). Key
liaison between operations and sales. Provided customer service support for
new product introduction and sales promotions. Developed action plans to
proactively drive sales and improve operational efficiency of processes and
procedures.
ACCOMPLISHMENTS
. Completed Six Sigma LEAN Green Belt training, was a member of 3 teams
that produced more than $189,000 in savings as well as significant
reductions in cycle times.
. Improved cash flow by reducing "dead stock" from $1,938,249 to
$275,587.
. Streamlined Customer Service Team from 27 associates to 15, retaining
all key accounts and reducing cost by $400,000.
. Drove positive resolution of customer service issues as liaison
between customers, sales manufacturing, operations and logistics.
. Created 5 training programs / modules improving product knowledge,
confidence, productivity, and decreasing customer service failures for
sales and operations teams.
. Led a team that launched a new Weyerhaeuser Specialty Grade Lumber in
the Mid-Atlantic region, creating sales of $2,125,279 in just 2 years
JAMES W. JENKINS
***********@*****.***
PROFESSIONAL EXPERIENCE (continued)
Sales & Operations Manager (2002 - 2007) Richmond, VA - Leadership and
change management of Customer Service Center consisting of 20 associates
contributing over $60,000,000 in sales. Developed and implemented
strategies to exceed financial, strategic business and marketing goals.
Managed all people development activities (i.e. attract, develop, motivate,
and retain).
ACCOMPLISHMENTS
. Set new records for Richmond Customer Service Center in key financial
measures
* Total Sales $71,183,174 * Margins $6,908,223
* Operating Earnings $3,050,419 * Return On Net Assets 43.3%
. Selected by Weyerhaeuser to pioneer, create, and implement a pilot
Sales Trainee Program to develop diversity candidates for future sales
bench strength.
. Grew Engineered Wood Products Sales from $7,895,000 in 1998 to
$27,273,425 in 2005.
. Designed and executed 2 promotional campaigns for Weyerhaeuser's
enhanced Oriented Strand Board subfloor growing sales from $3,303,820
in 2002 to $18,048,293 in 2005.
Assistant General Manager/General Manager (1998 - 2001) Richmond, VA /
Oklahoma City, OK Managed profitability of a Customer Service Center with
24 associates, generating over $34,000,000 in sales. Ensured efficient
utilization of operating resources: equipment, facilities, and operating
supplies. Created meaningful planning and reporting tools.
ACCOMPLISHMENTS
. Redesigned yard and warehouse layout, improving efficiency and
creating valuable storage space, as well as, reducing the risk of
accident.
. Achieved an 18% Return on Net Assets (7th out of 54
distribution centers) despite housing starts being down 30%
in Oklahoma City.
. Improved focus on the First Choice Builder Program adding 18 new
builders.
. Chosen by Weyerhaeuser as a Behavioral Based Safety trainer, trained
over 228 associates and 60 customers.
Inside & Outside Sales (1986 - 1998) Baltimore, MD / Ephrata, PA - Sold
full line of building materials, creating demand at the customer's level.
Managed building products based on knowledge of the producers,
applications, industry conditions and local market conditions.
ACCOMPLISHMENTS
. Grew sales in assigned territory from $1,800,000 to $10,500,000 in two
years.
. Implemented a new will call procedure, reducing cycle time from 45
minutes to 20.
EDUCATION Penn State University B.S. Marketing, 1985
COMPUTER SKILLS Word, Excel, Power Point, Microsoft Outlook, Windows 7/XP
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