Customer Service Sales
Resume:
L. PHILLIP LAVIE IV
Oakdale, CA *5361
abjqib@r.postjobfree.com
CUSTOMER SERVICE PROFESSIONAL with extensive experience in processing and expediting domestic and
international customer orders. Expertise in resolving customer complaints and problems, department and rep. group
supervision, training employees and procedure writing. A self-starter with strong communication and organizational
skills and a “Can Do” attitude.
• Order Processing SOX Compliance Oracle, SAP & Unix Based Systems
• RMA, RTS, Price Adjustments Logistics Strong Program Management
• Contract Management Inside Sales Inside Sales / Sales Forecasting
• Purchasing Procedure Development People Management / Training
• Microsoft Office Suite Change Management Excellent Written/Verbal Skills
• Internal/External Customers
WORK /EXPERIENCE
Senior Customer Service Representative, MKS Instruments, Inc. – San Jose California 2/04 TO 11/08
• Processed orders for MKS flow and vacuum products for the Pacific Northwest and S. California territories establishing
strong professional relationships and facilitating smoother order fulfillment.
• Worked in conjunction with MKS product line planning groups to schedule and monitor customer orders ensuring timely
shipment of orders.
• Originated RMA, RTS and Price Adjustment requests for MKS customers providing a professional conduit resolving
customer issues and complaints.
• Organized and stabilized processes, scheduling and communications for MKS’ Online gas analysis instruments
establishing better customer/factory communications, decreasing incorrectly configured instruments and aiding in
smoother production flow during peak shipment periods
• Analyzed customer requirements for MKS On-line products while working in conjunction with On-Line
Applications and Sales Engineers creating quotations for current and prospective customers aiding in sales wins.
• Trained new MKS customer service reps. on MKS’ policy and procedures and wrote new process procedures resulting in
productive new employees and successfully implementing new department policies.
• Participated in quarterly SOX and MKS internal financial and procedural audits passing both MKS Corporate and
external audits.
• Processed and scheduled orders for Applied Materials outsource partners for both domestic and international companies
developing better communication channels, meeting more shipment target dates and reducing inter-company complaints
and problems.
• Successfully used market research and web based company research on emerging fuel cell companies to generate new
sales leads for MKS gas analysis equipment resulting in aiding the opening of a new market for MKS.
• Partnered with Engineering, Documentation Engineering, Planning and Product Marketing to ensure timely completion
of MKS engineering change orders and new product releases for MKS CIT product line.
• Represented MKS as Intel Web PO (Purchase Order) Employee Validation Manager responsible for setting up, training
and monitoring all MKS employees utilizing the Intel Purchasing and Finance web based vendor purchasing system.
Customer Service Manager, Sinclair Systems International – Campbell, California 8/00 TO 8/02
• Supervised, hired and trained Customer Service Department employees resulting in smoother departmental and inter
company operations.
• Managed four manufacturer’s representative groups responsible for selling and maintaining Sinclair products developing
a smoother information flow, faster factory response times and increased product sales.
• Coordinated all aspects of trade show operations from equipment transportation, travel arrangements, special events
coordination to booth design and purchase improving overall trade show experience for all participants.
• Oversaw all aspects of Sinclair equipment contacts from contract generation to the enforcement of delinquent contracts
and supervised Sinclair employee responsible for contracts and marketing services.
• Forecasted monthly machine sales aiding in better production planning for U.K. and U.S. manufacturing.
• Sold Sinclair capital equipment leases for labeling machinery and labels, developing a larger profitable machine install
base.
• Developed procedures for and supervised all aspects of Sinclair Warranty and Credit Claims resulting in a decrease in
warranty claim to customer credit thru put time, more accurate informational flow and increased customer satisfaction.
• Maintained Sinclair’s Access/SQL Contract database and conducted semi-annual contract to asset reconciliation giving a
more accurate revenue visibility to the Sinclair Finance Department.
• Managed Sinclair’s largest customer, developing excellent inter-company communication and operational channels
resulting in smoother day-to-day operations and on time shipments.
• Maintained Access/SQL database tracking and monitoring all Sinclair Competitor’s equipment types, install base and
production capabilities.
• Teamed with Management, Sales, Accounts Receivable and customers to reduce A/R debt and bring payments in on
delinquent accounts.
Customer Service Representative, Hitachi Data Systems, San Jose, California 3/88 TO 4/00
• Evaluated three areas of departmental performance: Spares Field Support Bank Program, Spares Support Program and
Employee Order Accuracy resulting in greater FSB visibility, increased and improved efficiency and employee
performance.
• Wrote Customer Service Dep’t. Desktop and ISO procedures to comply with ISO 9002 standards resulting in passing
British Standard Institute qualification audit and ISO 9002 certification for both the Domestic and International Customer
Service Departments.
• Trained new Customer Service Reps. on all aspects of their logistics duties developing productive team players for over
ten years.
• Participated in yearly inventories, monitored current inventory status and inventory control functions giving a greater
visibility to physical inventory problems and correcting HDS system inaccuracies.
• Purchased spare parts for HDS Third Party Maintenance Program and aided in vendor research, qualification and
disqualification creating a smoother flow of parts and information to support TPM machines on contract.
• Processed orders for all Domestic and off shift International Dep’t. spare parts for HDS OFL Logistics Customer Service
Departments using HDS and Oracle system software satisfying field service emergency needs.
• Monitored all aspects of HDS logistics for freight forwarders and day-to-day operations of the Spare’s Depot Program
creating smoother vendor relations and more efficient interaction between HDS and their contract vendors.
• Chartered aircraft to meet HDS Product and Spares division’s emergency needs allowing for more rapid fulfillment of
critical customer machine down time needs.
• Responded to the needs of HDS Consigned Vendor Program to fulfill HDS field maintenance obligations by the kitting
and placement of support parts, field returns, replenishments, order fulfillment and purchase orders.
EDUCATION
B.S. - Business Administration, Concentration - Management, San Jose State University, San Jose, California.
ACHIEVEMENTS
• HDS President’s Award for responding to a critical system down situation with a major customer. First person in the
Customer Service Department to be nominated for this award by another division of HDS.
• HDS President’s Award for responding to a critical CPU down situation with a major customer that led to an 11
million dollar sale for a second CPU to that customer.
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