Customer Service Sales

J ennifer M Grim

Six Sigma Black Belt

. . .

***** ******** ******, **** ****, OH 44012 j ****@**.**.*** ( H)440-***-**** (C) 440-787-

5975

Personal P rofile

Energetic and creative engineering professional with significant management experience highly

motivated to resume professional career after a brief break to raise a family. Looking for an industrial

engineering, supply chain, operations, or quality position in a distribution or manufacturing setting.

Skilled in managing projects and people. Designed work f lows, productivity standards, and materials

handling and storage methods. Experienced in process improvement strategies, efficiency, and lean

p ractices. Developed process manuals and performed t raining on the processes as well as conducting

audits. Very involved in ISO 9001 development and implementation. Earned a black belt in six sigma.

Customer Focused - I nventory Planning - P roject Management - Team Leader -

L ean P ractices P rocess I mp rovement - P rocess Flow - Change Mgt Team -

N egotiator - Analytical - Auditor - T rainer - Self Motivated – Team Player - SAP

E xperience – Forecasting – Goal Oriented – New P roduct Set up

2007-cur rent

Various Volunteering in Community

Volunteers in education with the Avon Lake School District, Head room parent 2007, 2008, room parent,

t aught keyboarding to second graders 2009-2010, Jr Achievement, Math 24, PTA programs

Ashland Distr ibution Company a division of Ashland I nc. 1997 – 2004

A distributor of chemicals, plastics, composites, and food ingredients with approximately 90 plant and

customer service locations across North America.

MW and SW Regions Customer Support Manager 2000-2004

• Managed 24 customer service reps, purchasing agents, and 2 group leads. Worked directly with

customers, 2 sales teams, 2 sales directors, 20 distribution plants, and 24 sales reps with combined

sales of approximately $9MM/month.

• Provided superior customer service. Maintained excellent teamwork internally between CSRs,

buyers, plant personnel, and sales reps.

• Responsible for regional inventory levels of approx $10MM. Maintained an aggressive inventory

level of 1.2 – 1.5 months of inventory on hand while keeping stockouts to a minimum.

• Reduced obsolete and slow moving inventory by 50%.

• Responsible for minimizing lost and dropped calls. Kept billing errors low, and reduced account

receivables.

• Team stats were the best in the division.

• Worked with sales director and sales team go grow region to the largest sales in the division.

• Mentored 4 direct reports into management or new positions with greater responsibility

Distribution ISO 9001 Implementation 1998 – 2000

• Implemented and achieved certification of ISO 9001 for approximately 90 plant and customer

support centers in North America.

• Implemented all aspects of the ISO 9001 quality standard including wri ting all of the manuals and

work instructions, t raining materials. Trained employees, conducted internal audits, and was on

site for the external and certification audits.

• Worked with team to develop a closed loop corrective action request and continuous improvement

system.

Distribution Plant Project Engineer 1997-1998

• Supported approximately 80 plant locations. Responsible for project scope, bidding, and

i nstallation projects ranging from $10M-$1MM. Specialized in installing materials handling and

p roduct storage systems.

• Stayed within budget and on time with all projects.

• Various projects completed were storage tank installations, railcar unloading station, conveyor belt

i nstallations, fire safety devices on storage tanks at a dozen locations, f loating roof installations of

6 locations.

JCPenney Catalog D istribution Center; Columbus, Ohio 1990-1997

A 2 MM square foot facility that distributed conveyable and non-conveyable merchandise

Jennifer Grim; 32119 Ventanas Circle; Avon Lake, Oh 44012; 440-***-**** Page 2

Sr. Industrial Engineer 1995 – 1997, A Engineer 1992-1995, B Engineer 1990-1992

• Performed classic industrial engineering tasks including t ime studies, workstation design, work

f low processes, design and installation of materials handling equipment.

• Evaluated and improved 1 dozen jobs from an ergonomic standpoint.

• Capital purchases of $10M - $1MM including: conveyor, forklifts, and forklift batteries.

• Re-designed the forklift battery storage and handling methods.

• Completed a re-design of the returns department ($500M project) starting at the receiving dock to

t he workstation layout, and f low of product though out the department.

• Was responsible for project scopes, budget, purchase of equipment, implementation, cost analysis of

p rojects, and auditing the process to ensure quoted savings was achieved.

Warehouse Supervisor in the Returns Department 1990

• Supervised 50 individuals on the returns processing line.

• Responsible for day to day activit ies

• Ensured productivity targets were achieved and errors were within an acceptable limi t.

• Responsible for performance reviews

Education

Villanova University: M aster certificate in Lean Six Sigma including green belt, lean concepts, and

b lack belt

University of M ichigan: E rgonomics t raining

Ohio University: Bachelor of Science in Industrial and Systems Engineering

Professional Development T raining: I SO 9001 Quality Standard, Various management and

leadership t raining. Ashland Play to Win, SAP customer service, purchasing and business warehouse

t raining, hotwork, and confined space entry.

Jennifer Grim; 32119 Ventanas Circle; Avon Lake, Oh 44012; 440-***-**** Page 3

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