Post Job Free

Resume

Sign in

Customer Service Manager

Location:
Fishers, IN, 46038
Posted:
August 16, 2010

Contact this candidate

Resume:

Mark Cloud

***** **** **** ***** / *******, IN 46038

317-***-**** / 317-***-**** / abldzd@r.postjobfree.com

Executive Summary

Highly accomplished Global Purchasing Leader with 14+ years of demonstrated

achievements in delivering supply chain and sourcing operations

improvements for $BB companies.

Creative problem solver, big-picture thinker, and team mentor with proven

ability to develop cutting-edge methods for fueling team performance,

promoting business growth and significantly impacting bottom line.

Cost Reduction:

. Dedicated professional known for pioneering effective cost

reduction and project management strategies to expand business

relationships, boost productivity and increase profits.

. Consistently surpasses expectations in cost reduction initiatives

to dramatically enhance profit margins and give competitive edge in

tight markets and economy.

. Partners with all Business Unit Leaders in developing procurement

organization to craft, execute and ensure strategic coordination of

commodities, services, sourcing initiatives and supplier

management.

Global Sourcing:

. Manage global sourcing initiatives by initiating and completing

RFQs, RFPs for goods and services

that impact direction of company in providing best products at best

value to customers.

. Develop, manage, and measure performance/quality of vendor base to

support needs; gain competitive edge and solidify partnerships with

international vendors.

. Manage all commodity and non-commodity related products/activities

that drive costs of supply chain with considerations of quality,

reliability of source, freight and urgency of need.

International Experience:

. Extensive Asian experience with fluency in Chinese.

. Traveled to: United Kingdom, France, Germany, Switzerland,

Netherlands, South Africa, Taiwan, China, Hong Kong, Japan, South

Korea, Philippines, Thailand, Nepal, and India.

. Resided in: Taiwan, Hong Kong, China, and South Korea.

Areas of Expertise:

Cost Control

Lean Manufacturing

Material Cost Reductions

Manufacturing Operations

Wholesale & Industrial Distribution

Supplier Performance Management

Low-Cost Country Sourcing

Organizational Development

Profit Growth

Inventory Turns

Strategic Planning

Purchasing Best Practices

Continuous Process Improvement

Supplier Relationship Management

System & Process Optimization

Customer Service

Highlights of Accomplishments:

V Surpassed annual cost reduction budgets for 5 consecutive years,

achieving company record for annual incremental cost savings-.provided

company with over $12 million each year in direct material cost savings.

V Increased profitability 4% in 1st year and effectively negotiated with

suppliers to avoid over $6M in direct material cost increases despite

dramatic escalation of all commodities prices.

V Increased profitability from 3% to 25% on company's largest account.

V Chaired cross-functional task force for pilot inventory optimization

implementation, resulting in dramatically increasing inventory turns and

accurately forecasting usages for 80,000+ part numbers. Results: saved

$200K in annual salary expenses, $160K/month in interest expense, and

dramatically increased line of credit. Pilot project of $180M division

currently being deployed throughout $12.5B corporation.

Professional Development

Bachelor of Arts / English-History / Texas A&M University / College

Station, TX

Mandarin Chinese Immersion Training / National Taiwan Normal University

/Taipei, Taiwan-3 years

Intensive Chinese Language Training / Middlebury College / Middlebury, VT

Career Progression Continued on Following Pages.

Mark Cloud / Resume, Page 2

Career Progression & Select Accomplishments

Continental Sales & Engineering / Indianapolis, IN / 2008-2009

Industrial Distributor - Manufacturers in Automotive, Industrial, Engine,

Bus, Truck industries

VICE PRESIDENT OF SUPPLY MANAGEMENT

. Provide operational leadership of all supply management activities

(Material Procurement, Material Sourcing, Inventory Management,

Material Cost Reduction and Customer Service).

. Direct day-to-day actions of sourcing and procurement group as well as

15-person supply management team (Directors, Managers, Category

Managers, Buyers, Quotations Specialists, and Expeditors).

. Coordinate annual spend of $65M supporting 5 distribution service

centers spanning U.S.

. Develop innovative cost control, inventory turn and customer service

strategies.

. Forge lasting, trusting and profitable customer relationships.

Select Accomplishments:

> Optimized services for largest customer account by improvising

processes and procedures for emergency orders, customer service

representative job description and centralized electronic

quotations process. Resulted in reduced Zero-On-Hand items for

largest customer from 20%+ to less than 2% with no change to

payables situation.

> Increased profits from 3% to 25% on largest account in less than 7

months.

> Enhanced profit margin by building commodity manager team to source

800+ part numbers directly from manufacturers.

> Restructured CSR department with qualified professionals and proper

tools, achieving zero turnover in previously highly transit

department.

Wurth Service Supply Inc. / Indianapolis, IN / 2006-2008

Industrial Fastener Distributor for heavy truck, construction equipment,

buses and automotive Manufacturers

VICE PRESIDENT OF SOURCING & PROCUREMENT

. Managed daily operations for sourcing/procurement group of 35 supply

chain management professionals (directors, managers, team leaders,

commodity managers, customs manager, expeditors, quotations

specialists, and pricing administrators).

. Devised purchasing, pricing, quotation, customs compliance and MRO

sourcing strategies.

. Coordinated direct material spend of $120M to support distribution

center and 35 branch service centers in United States, Canada and

Mexico.

. Integral part of executive management team; crafted highly effective

cost control, inventory and service plans to elevate profit margins

and customer satisfaction.

Select Accomplishments:

> Initiated and led implementation of world class inventory

optimization system that became benchmark for entire North America

group of companies and is now being implemented across entire

division in North America and in Europe. Saved division over $2M

annually.

> Developed industry best practices by developing updated process

improvements in collaboration with 50+ supplier facilities and

avoided $6MM commodity price increases.

> Chaired senior management level cross-business unit team that

delivered comprehensive brand strategy for Wurth brand in North

America to Wurth German Board of Directors and all general managers

at bi-annual congress in South Africa.

> Dramatically upgraded sourcing and procurement functions throughout

35 branch network with new training and documentation processes.

Delivered onsite consultation to further develop commodity

strategies to increase productivity, efficiency and operational

capability.

BorgWarner TorqTransfer Systems Corporation / 1995 - 2006

Manufacturer; Progressively and rapidly promoted throughout $BB

organization with increased accomplishments and success. Progression as

follows:

MANAGER, GLOBAL SUPPLY MANAGEMENT (Muncie, IN / 2000-2006)

. Led team of 7 commodity managers/buyers supporting 6 facilities in

TorqTransfer Systems Division.

. Managed $480M annual spend.

Select Accomplishments Continued on Next Page:

Mark Cloud / Resume, Page 3

BorgWarner TorqTransfer Systems Continued:

Select Accomplishments:

> Surpassed annual cost reduction budget in tight market for 5

consecutive years, achieving company record for annual incremental

direct material cost savings ($12M).

> Enhanced corporate global GSM operations by leading team in setting

up China Sourcing Office in Shanghai and integrating corporate GSM

processes.

> Saved $3M on $8M category (38%) by resourcing from a domestic

supplier to a Korean supplier.

> Instituted Best Practices systems for Global Supply Management by

developing innovative new processes. Improved supplier quality from

triple-digit PPM to single-digit PPM over 3 years while reducing

costs 5% year over year.

> Developed and implemented benchmark cost reduction

tracking/reporting system which was a significant factor in

achieving record year over year cost reductions for division.

System has since been implemented company wide.

SUPPLIER DEVELOPMENT TEAM LEADER (Muncie, IN / 1997-2000)

. Managed supplier development engineer and SCM systems specialist.

. Oversaw supplier development and assessments (including frequent

travel to Asia).

. Managed supplier quality crisis situations.

. Coordinated cross-functional task force to define and document

Supplier Expectations and communicated supplier expectations to supply

base.

Select Accomplishments:

> Improved supplier quality 74% by managing development of supplier

performance report card rating system.

> Coordinated benchmarking, development and implementation of common

supplier performance measurement systems for 3 facilities in

business unit, leading to accurate supplier performance data and a

dramatic improvement in overall supplier performance.

> Managed/directed publication of divisional supplier manual in

collaboration with cross-functional team, resulting in providing

concise expectations to supply base, leading to dramatic overall

improvement in supplier performance.

> Consolidated fine blank stampings category with single supplier

saving 50% reduction in costs.

SENIOR QUALITY SYSTEMS SPECIALIST (Eumsung, South Korea / 1996-1997)

. Managed Customer Service Manager and Technicians.

. Addressed and managed customer quality issues and acted as liaison for

all customer issues.

. Managed customer warranty program.

. Visited new/potential customers for sales and technical presentations.

Select Accomplishments:

> Established/implemented formal procedures for BW Korean service

center for plant and field warranty analysis and customer service,

leading to a reduction in quality complaints by 90% and a

significant reduction in warranty costs.

> Dramatically improved communication between plants and customers,

resulting in improved responsiveness to customer quality and

engineering issues and improved overall customer satisfaction.

> Participated on team that won new business awards from 2 major new

customers, leading to millions of dollars in additional revenue to

company.

> Implemented robust warranty analysis and data collection system,

establishing credibility with customers, and saving company

millions of dollars in warranty claims.

Additional studies in:

Problem Solving & Root Cause Analysis, Certified Lead Assessor -

QS9000, ISO 9001:2000 - ISO/TS 16949 Internal Quality Auditor,

Principles of Lean Manufacturing, 5S and Visual Workplace, Design for

Manufacturing, Karrass Effective Negotiating, Harvard University's

Program on Negotiations for Sr. Executives, Advanced Product Quality

Planning, Statistical Process Control I & II, Measurement Systems

Assessment, NAPM's Fundamentals of Purchasing, Cost Effective Supply

Chain Management, Financial Analysis, Gear Process Dynamics, Basic

Gear Design and Manufacturing, Heat Treating and Hardening of Gears,

Teambuilding, Product Print Reading & Precision Measurement



Contact this candidate