Customer Service Manager
Resume:
Bruce Bower
*******@***.***
Residence: 847-***-****
Mundelein, IL 60060
Mobile: 847-***-****
CAREER PROFILE
Results-oriented, strategic thinking, supply chain management professional
with proficiency in Inventory Management Strategies and Tactics, sales and
operational planning, forecasting and budgeting. Well organized hands-on
troubleshooter, able to manage multiple projects simultaneously and meet
tight timelines. Track record for implementing large scale initiatives that
substantially improve order fulfillment rates, increase inventory turns,
generate incremental revenue and enhance customer satisfaction while
reducing unproductive inventory levels and carrying and logistics costs.
QUALIFICATION HIGHLIGHTS
Inventory Strategies and Tactics
Supplier Management
Skilled Project Manager
Lean Six Sigma
Forecasting/demand management
Process Creation and Mapping
Leadership and Team Building
Analysis and Report Creation
Sales and Operational Planning
PROFESSIONAL EXPERIENCE
American Hotel Register Company, Vernon Hills, IL
American Hotel Register is the world's largest distributor of hospitality
goods and services. Established in the late 1800's this company has
continued to experience double digit growth while maintaining its small
company culture.
Director, Inventory Management
July 2006 to
May 2010
Summary of Accomplishments
. Implemented inventory Strategies that assisted in lowering inventory
by $30M (30%) over an 18 month period.
This was accomplished with minimal impact to customer service.
. Improved forecast model, focus on Key Items and improvements in
productivity resulted in annual savings of $1.5M
. Improved demand management and Supplier management reduced inventory
swings by 40%
. Reduced excess/obsolete inventory by 35% over an 18 months period.
. Re-engineered the department structure to accommodate high growth in
imported products as well as the company growth
. Led the effort to develop and implement an S&OP process and KPI's for
the department.
Major Responsibilities
. Manage the team of 18 people that executes the S&OP, forecasting,
Supply planning, expediting and product flow of over 36,000 sku's into
seven distribution centers and four 3PL's in Hawaii, Puerto Rico and
Canada.
. Develop and implement inventory strategies and tactics to meet or
exceed company turn and service goals.
. Manage the project to select our next Inventory Planning/Forecasting
software which has been approved.
Cypress Medical Products, McHenry, IL, a division of McKesson
Cypress Medical Products, LP is a dynamic, award winning, multidivisional
manufacturing company supplying high quality medical products at
competitive prices through authorized dealers and a division of McKesson.
Manager, Supply Chain Process Improvement, Operations Group
February 2005 to June 2006
Summary of Accomplishments
. Implemented inventory Strategies that assisted in lowering inventory
by $6M (22%) over a 6 month period.
. Combining LTL shipments to customers resulted in annual savings of
$140K
. Developed and implemented a DRP Purchasing system that focused on
facilitation of buys from overseas suppliers.
. Developed and implemented a cycle count process that improved
inventory accuracy by 26%.
Major Responsibilities
. Work directly with the VP of Operations and CFO to modify or re-
engineer Inventory Strategies and Tactics to meet or exceed Inventory
Turn and Customer Service goals while experiencing double digit
growth.
. To identify, develop and implement process improvements and tools to
reduce complexity and inefficiencies in our international supply chain
over 3 DC's.
W.W. Grainger, Grainger Global Sourcing, Lake Forest, IL
W.W. Grainger is one of the world's leading distributors of maintenance,
repair and operating supplies to industrial, commercial, contractor and
governmental customers. The Company employs more than 16,000 who operate
from more than 550 facilities located throughout the Western Hemisphere.
Annual revenues exceed $6 billion.
Inventory Manager, Grainger Global Sourcing October
1998 to February 2005
Summary of Accomplishments
. Initiated, developed, documented and implemented inventory strategies,
tactics and processes to enable Grainger Global Sourcing (GGS) to
manage its growth from $3M in sales to $200M+ in sales in six years,
achieve significant return on invested capital and meet turn and
service goals.
. Led project to develop and successfully implement an MRP Planning
system at Grainger Global Sourcing which improved productivity by 50%
and increased our capability to manage up to 50,000 products and defer
new hire costs of $100K+
. Developed and led the S&OP process at Grainger Global Sourcing
involving Marketing, Planning, Procurement, Finance and Logistics.
. Initiated and won approval for an inventory optimization project at
Grainger Global Sourcing that reduced on hand inventory by $9M or 23%,
of the total pipeline inventory with no negative impact to service
level.
. Initiated and implemented the process to negotiate free goods for
warranty replacement as a percentage of purchases from our overseas
suppliers resulting in annualized savings of $600K.
. Initiated and implemented a policy change on freight service for non-
critical shipments that resulted in an annual savings of $500K.
Major Responsibilities
. Operational support of the GGS Westward Hand and Power Tool brand
. Coordinating the operational efforts for new program implementation
and ongoing management of programs.
. Managed flow of product from over 60 overseas suppliers to Grainger's
nine distribution centers.
Product Manager, Grainger Parts Organization
March 1995 to October 1998
Summary of Accomplishments
. Led project team to reduce response time on customer inquiries.
Response time was reduced from 2 business days to less than four hours
over a one month implementation period.
. Led effort to change pricing for certain categories to the market
price which reduced margin but increased Gross profit dollars by 20%.
Major Responsibilities
. Sourced, developed and implemented profitable parts programs to
support the companies finished goods programs as well as specific
National Accounts McDonalds and Burger King.
. P&L responsibility for parts programs for the HVAC team as well as the
McDonalds and Burger King business
. Led and managed a highly creative team of 8 people in multiple
locations that was responsible for researching the market,
establishing market pricing, product information, and inventory and
supplier management.
. Provided strategic and tactical expertise to drive incremental
improvement across the business units supply chain.
Replenishment Specialist, Grainger Industrial Supply
Prior to 1995
Summary of Accomplishments
1. Directed the planning and execution of initiatives at Grainger that
drove improvements on return on invested capital by reduction of
inventory investment for an annual savings of $10M.
2. On the project team to research, select and implement Grainger's new
planning system. Project was completed on time and under budget.
3. Was recruited to be on various product teams to duplicate best
demonstrated practices achieved on previous product teams. Worked
with HVAC, Material Handling, Tools, lighting and many other products.
Major Responsibilities
. Overall leadership of materials management supporting $500M in sales
across multiple product categories and demand types particularly in
Heating Ventilation and Air Conditioning.
. Manage relationships with Company suppliers to provide on time
deliveries of the most cost effective quantities of all inventoried
product ordered.
. Led and managed a staff of 3 people to coordinate order management,
supplier management and variance resolution that led to enhanced
relationships with our strategic suppliers.
EDUCATION
MBA in International Business/concentration in marketing
DePaul University - Chicago, IL
B. A. in Applied Behavioral Science
National Louis University - Evanston, IL
CERTIFICATIONS/OTHER SKILLS
Lean Six Sigma - Villanova University
Certified Purchasing Manager - CPM
APICS Certification - CPIM
Proficient in Microsoft Office/intermediate to advanced in Excel, and
intermediate in Access
Strong experience with various ERP's and planning software including ASI,
Syspro, ASW and Forecast Wizard
Languages - Intermediate in Spanish and Basic in Japanese
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