Manager Customer Service
Resume:
Rhonda R. Heffner
***** * ***** **. ********, IL 61068
***********@*****.***
MANAGER OF PURCHASING & LOGISTICS
Qualifications 10 years in procurement and supply chain management,
including sourcing, and overseas procurement.
Specialist in working with key accounts such as Kohl's, Bed
Bath & Beyond, Bon Ton's, Disney Theme Parks, Carlton Cards,
etc. Including drop ship orders.
Experience in inventory control software applications and all
aspects of inventory management (reconciliation, shortages,
cycle counts, etc.)
Background in sourcing, gross margins, and international
purchasing and import requirements, compliance. Including all
aspects of International logistics.
Knowledge of working with/in and managing 3PL warehouse.
Organized person, highly motivated and detail-directed
problem solver
Ability to direct complex projects from concept to fully
operational status.
Hand in hand knowledge of EDI set up and procedures
Professional CUSTOMER CARE SPECIALIST March 2010
Experience Nicor Gas, Sycamore, IL to Current
Inbound calls from residential and commercial
accounts regarding their gas bills. Total calls
are 75-120 per day
PURCHASING AND LOGISTICS MANAGER July 2006
Yakety Sak LLC. Schaumburg, IL - December
Planning and Purchasing consumer goods and 2008
components for company's gift bag assets.
Including electronics, paper and textile.
Managed comprehensive purchasing programs.
Responsible for vendor selection, purchasing and
inventory management of over $3 million dollars
annually. With International and domestic
manufacturers.
Forecast as needed based on sales history and
analyze sales trends.
Manage coordinating of receiving, picking,
packing, and shipping of orders daily with our
3PL.
Negotiate and develop vendor agreements to enhance
product availability and ensure profitability.
Procure material and products at competitive level
and reduced inventory costs through increasing
inventory turns with improved controls.
Created and implemented a vendor scorecard based
on company measures
Extensive knowledge of the complete routing,
quality standards and compliance guides for every
major account with company. .
Supplier management which included vendor
compliance reviews
Major Projects
Established procedures for company from day one of
company start up.
Developed and implemented processes and procedures
with the product development and sales managers.
Along with procedures for the customer
service/collection areas.
Developed cost and inventory reduction program
which had reduced expenditures for packaging by
over $250,000 year.
Streamlined inventory identification and tracking
system.
Introduced systematic analysis of daily
discrepancy reports.
Standardized receiving, stocking, checking, and
housekeeping procedures.
Negotiated container rates with Freight forwarder
and various carriers.
1994 to
Enesco Group, Inc., Itasca, Illinois 2006
PURCHASING MANAGER FOR SPECIAL ACCOUNTS (1999 to
2006)
Managed product price quotes for 600 plus items
with an annual purchased value of $10 million
dollars while still maintaining margins.
Responsible for company inventory of major brands
such as Disney, Cherished Teddies, John Deere,
and Nickelodeon licensed brands.
Worked with established suppliers, monitored their
performance for quality, maintaining delivery
schedules and negotiating pricing. As well as
considering their capabilities for future
programs.
Worked closely with the Product Development team
to bring to fruition new product lines based on
current market trends and licensing opportunities.
Responsible for day to day contact with direct
mail/special accounts such as Avon, Hamilton
Collection, and Kohl's, Wal-Mart on special
purchases.
Worked hand in hand with overseas suppliers to
ensure manufacturing, packaging and testing were
compliant to each individual retailer's
requirements.
Close contact with company's overseas offices for
all Direct Import Buys. Included coordinating
buys, issuing the purchase orders, meeting
customers requested ship/delivery dates and
assisting in the preparation of all documentation.
This documentation including testing company
results and letters of credit.
Major Projects/Achievements
Increased margins 7.5% by negotiating better
discounts with suppliers
Developed operations manual and cross-training
plan for job functions.
CUSTOMER SERVICE COMPLIANCE SUPERVISOR (1996 to
1999)
Responsible for a heavy communication call center
with customers and internal personnel.
Assist Manager in supervision of 15 Customer
Service Representatives.
Assisted in the recruiting and interview process
and cross training of new personnel.
Worked daily with the team to meet and exceed
corporate objectives.
Successfully refined and implemented new projects.
CUSTOMER RELATIONS REPRESENTATIVE (1994 to 1996)
Responsible for handling incoming calls from
retailers and sales taking orders, expediting
orders and performing special projects.
Education West Leyden H.S, Northlake, Illinois
Triton College, River Grove, Illinois
Professional Completed courses/seminars in self management, organizational
communication, employee involvement, and leadership.
Technical AS400 Solomon Demand Solutions Peoplesoft,
MRP, SAP
Daily use of: Excel, Word, Internet, Office Outlook, and
Group wise
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