Customer Service Manager

A. Beth Adams

*** ***** ***** ****** 423-***-****

Glasgow, KY 42141 ******@*******.***

SUMMARY

Materials Manager with extensive background in Supply Chain, Supplier Development, Materials Management

and Customer Relations. Performance and goal driven, excels in lean / kanban practices and inventory

management. Proactive self-starter with track record of initiative, personal responsibility, ownership of work and

reputation for making things happen. Energetic, competitive achiever that inspires and motivates team members.

Successfully manages multiple priorities and performs under pressure in a fast paced environment.

PROFESSIONAL EXPERIENCE

Sumitomo Electric Wiring Systems, Edmonton, KY 2009-Present

PRODUCTION / MATERIAL CONTROL MANAGER

Responsible for production scheduling, shop floor control, inventory control, materials management, off-site

warehouse operations, customer service, freight management, TS16949 and J-SOX.

• Implemented J-SOX procedures and verification / confirmation processes.

• Restructured BPCS System and Parameters.

• Designed and implemented a shortage report to identify potential material shortages to eliminate

production downtime.

• Implemented rail and ocean tracking documents.

• Decreased Premium Freight by $800k in less than 3 months.

• Developed skill maps.

• Developing procedures and systems for C-TPAT Certification.

NSK Steering Systems, Dyersburg, TN 2009-2009

PRODUCTION / MATERIAL CONTROL MANAGER

Responsible for production scheduling, kanban systems, dandorri routes, warehouse layout, customer service,

inventory control and materials management.

• Developed and implemented material flow and dandorri routes.

• Created and designed warehouse storage and dandorri carts.

• Developed and Implemented cycle count program.

• Developed metrics for key measureables.

• Developed and implemented training for warehouse, stores, cleanroom and dandorri route associates.

• Redesigned receiving, warehouse and store area.

• Implemented milk runs to increase deliveries, decrease inventory and reduce freight cost.

• Developed Skill Maps and training plan.

• Developed and implemented new production schedule and manning tool.

Shawmut (Mills) Corporation, Clinton, TN 2007-

2009

MATERIALS / CUSTOMER SERVICE MANAGER (2008-2009)

Responsible for supply chain / materials management, purchasing, customer service, scheduling, inventory

management, lean systems, freight management, program management and TS16949.

• Initiated the plant start-up of the Customer Service / Materials Department.

• Implemented key metrics / systems.

• Hired and trained employees to fill the Customer Service and Material Control positions in TN.

• Developed and implemented departmental / individual goals and objectives.

• Maintained 100% On-Time Shipments and $0 Excess Freight.

Phone: 423-***-**** ANGELA BETH ADAMS-Page 2

Shawmut (Mills) Corporation, Port Huron, MI

MATERIALS / CUSTOMER SERVICE MANAGER (2007-2008)

Responsible for supply chain / materials management, purchasing, customer service, scheduling, inventory

management, lean systems, freight management and TS16949.

• Implemented a system to monitor and track customer / supplier on-time delivery.

• Established key metrics to monitor and track the performance of the department.

• Evaluated current staff and trained employees to perform their roles in Customer Service and Material

Control positions.

• Developed and implemented departmental / individual goals and objectives.

TI Automotive Systems, Greeneville, TN 1999-2006

GROUP-MATERIALS SYSTEM MANAGER (2005-2006)

Responsible for standardization of material systems, supply chain management, lean manufacturing practices,

visual systems, inventory management, freight management. Liaison between customer and manufacturing plants.

Provided guidance and support to Corporate Purchasing.

• Mentored employees on material systems in 17 manufacturing locations.

• Insured adherence to QS9000 / TS16949 / ISO14001 quality systems.

• Implemented Material Systems and trained staff in materials management for new plant start-up in

Tallassee, AL.

• Represented TI being the lead contact with new customer Hyundai.

• Implemented satellite operation within Nissan Plant located in TN.

• Aided other divisions of company in investigating, resolving and performing gap analysis to resolve

issues demanding immediate attention and resolution.

• Worked with OEMs (GM, Chrysler, Ford, Honda, Toyota, BMW Hyundai and Mercedes) to evaluate,

initiate trial shipments of containers, dunnage and alternative packaging for approval at the assembly

plants.

• Implemented use of customer returnable containers and developed packaging standards.

MATERIALS MANAGER / REGIONAL MATERIALS MANAGER (1999-2005)

Responsible for lean / kanban practices, visual systems and inventory management. Implemented CSM / CSA

activities to identify and reduce cost. Implemented lot tracking system through plant assembly processes.

Oversaw customer service, supplier development, on-time delivery, MRP, forecast, Supply Web, VMI, DTD and

logistics. Played a key role in purchasing initiative to reduce supply base and reduce cost while ensuring quality

was not jeopardized.

• Provided and implemented systems to support AQP process.

• Implemented QOS goals, tracking systems for monthly reporting and to insure adherence to QS9000 /

TS16949 / ISO14000 quality systems.

• Established, monitored goals, provided tools and progression planning for associates in Material’s

Department ensuring individual and company objectives and goals were met.

• Developed and maintained material systems to support annual sales of $90 million.

• Implemented pull systems with 44 of 47 suppliers in 6 months. Supplier on-time delivery improved from

51% to 90% in 4 months and 95% in 10.

• Reduced inventory and identified problem areas by focusing on top 20 dollar inventory items. In 4

months top 20 items reduced from $813K to $165K. Inventory days improved from 16.2 to record low of

6.1.

• Developed and implemented cycle count program. In 5 months inventory accuracy improved from 70%

to 93%. Reduced average inventory days from 16.2 to 9.0 and set record low of 6.1.

• Increased inventory turns from 22.5 to 40.4 and set record of 60.1 turns.

• Implemented milk-runs, increased number of deliveries and netted cost savings of $350K annually.

• Purchased returnable containers to eliminate use of expendable packaging and reduce number of

shipments from 5 to 3 for annual cost savings of $240k. $144K was reduction in piece price and $96K

was freight spend.

Phone: 423-***-**** ANGELA BETH ADAMS-Page 3

DTR Tennessee (Tokai Rubber), Midway, TN 1998-1999

PURCHASING SPECIALIST

Responsible for implementation and training of BPCS System for BOMs, routers, inventory and purchasing

modules. Responsible for purchasing, supplier development, freight management, price negotiations issuing of

purchase orders, and forecasting of raw materials, negotiated pricing for MRO products and services. Monitored /

tracked inventory and worked to reduce. Implemented milk runs to reduce freight spend and increase deliveries.

• Implemented kanban / pull systems for 500+ components.

• Developed and implemented visual inventory locator system for components to provide a system for

stocking and or locating material more efficiently.

• Negotiated price reductions with MRO suppliers for annual savings of $33K.

• Insured adherence to QS9000 / TS16949 / ISO14001 quality systems.

TI Automotive Systems (formerly Bundy Corporation), Greeneville, TN 1996-1998

MATERIAL ANALYST (1997-1998)

Tracked QOS measurable. Responsible for inventory management. Entered BOMs and routings. Reviewed

customer requirements, tracked on-time delivery and resolved issues. Monitored MRP and revised firm and

forecast requirements to suppliers. Issued purchase orders for MRO products and services.

• Mentored customer service representative.

• Worked with suppliers to reduce lead-times, develop standard packs, communicate labeling requirements,

shipping instructions and eliminate potential material shortages.

CUSTOMER CONTACT (1996-1997)

Liaison between the plant and the customer: GM, Mercedes, Nissan, BMW, TRW, Saturn, Kautex and Inergy

Automotive. Processed customer requirements and created production schedules. Invoiced and tracked sales.

Trained shipping and receiving associates. Implemented systems for AQP Process adherence. Tracked QOS.

Issued purchase orders for MRO products. Reviewed and approved expense reports. Managed imprest fund.

Provided NAFTA documents.

Columbus Electric Mfg. Co., Piney Flats, TN 1995-1996

CUSTOMER SERVICE MANAGER/SALES

Acted as liaison between CEMCO, sales reps and customer base. Traveled with sales reps to customers. Prepared

quotes, focused on increasing sales and customer base.

• Oversaw the warranty and inventory exchange program.

• Coordinated the transfer of the customer service department from a newly acquired company from Ohio

to TN.

• Created detailed summaries of customer orders, sales, complaints and inquiries for Sales Representatives.

• Assisted sales manager in set-up and organization of trade show exhibits.

• Oversaw production lines.

• Negotiated logistic contracts.

• Oversaw and implemented warehouse systems.

Phone: 423-***-**** ANGELA BETH ADAMS-Page 4

Hurd Lock Mfg. Co., Greeneville, TN 1988-1995

CUSTOMER SERVICE MANAGER (1990-1995)

Liaison between customer and plant. Oversaw customer service, production control, shipping, receiving,

warehouse and packaging departments. Ensured Ford Production / Ford Service requirements and guidelines were

met. Visited Ford plants to provide support and maintain visibility with customer. Responsible for inventory

management and customer returns. Coordinated strike protection bank build plan in preparation for upcoming

union negotiations.

• Negotiated logistics service contracts and reduced the number of logistics providers from 12 to 3 and

netted annual cost savings of $350K

• Developed a visual aid book consisting of pictures of finished good assemblies, internal and customer

part numbers, carline and the corresponding assembly plant.

• Created and implemented warehouse locations for 1200+ components to improve process flow and

efficiency of warehouse personnel.

PRODUCTION CONTROL ANALYST (1988-1990)

Appointed to customer service contact for Ford production and service. Processed and tracked customer

requirements and on-time delivery. Issued production schedules. Responsible for file set-up for implementation of

Future Three System.

• Partnered with production manager to develop action plan to fulfill past due, current and future

demand. Obtained 100% on-time delivery. Reduced freight spend to $10K versus $1,000,000 the prior

year.

ADDITIONAL RELEVANT EXPERIENCE

Department Manager, Cash Office Attendant, Customer Service Manager

Service Desk / Lay-away Attendant / Cashier

Wal-Mart, Greeneville, TN

EDUCATION and PROFESSIONAL DEVELOPMENT

Bachelor of Science Organizational Management

Tusculum College, Greeneville, TN

Team Oriented Problem Solving, Leadership Training, Empowering Leadership

Frontline Leadership, Situational Leadership, Negotiation Training, Practical Problem Solving

Materials Management Operating Guidelines, Common Sense Manufacturing

UK-Lean Manufacturing Simulation, Total Preventative Maintenance

Common Sense Administration

ACTIVITIES

APICS Member (American Production Inventory Control Society)

TECHNICAL SKILLS

AS400, BPCS, Future III, Supply Web, Jomar,

Excel, MS Word, Outlook, Power Point, Access, MICS

Contact this candidate