Customer Service Manager
Resume:
David W. Childs
Quincy MA ***69
**********@***.***
SUMMARY OF QUALIFICATIONS
Goal oriented Customer Service Professional with extensive experience in
staff development and training, export operations management and
international client relations. An effective manager with consistently
proven management, problem solving and customer service skills who can
enhance your company's ability to deliver solutions and services in a
timely manner, aligned with business goals, growth objectives and strategic
plans.
Management Created customer service group that maximized efficiencies,
improved service levels and reduced costly international
shipment and payment issues. Implemented suggestive
selling and up selling programs which increased revenue.
Problem Solving Implemented new and enhanced systems for order entry
databases and telecom systems (ACD). Increasing efficiency
of call processing time, service levels, and consistency of
call documentation and reporting.
Customer Focus Consistent proven ability to provide data and feedback
from customers to management to make decisions for enhanced
services and product improvements.
PROFESSIONAL EXPERIENCE
Mettler-Toledo Thornton Inc., Bedford, MA
2001-2009
Global leader in the development, manufacture, and marketing of high
technology instrumentation.
International Logistics and Customer Service Manager
Managed daily operations of domestic and international customer service
groups for two Mettler divisions with total combined yearly sales of $40
millions. Maintained all customer information in ERP database that
included pricing in 5 currencies, customer discounts and distributor sales
compensation. .
. Developed standardized process and procedures for 2 call centers that
resulted in providing consistency in data reporting, documentations
and improved the quality and costs of the call center teams.
. Improved call center efficiencies by technology enhancements and
process changes resulting in increased service levels and reduced
customer queue time without additional staffing.
. Developed standardized international procedures that provided
consistent documentation for regulatory agencies.
. Managed audits of customer service by organizations including: ISO
9001 and Mettler Toledo Corporate.
. Redesigned ERP discount structure resulting in system based pricing
for 95% of all orders.
. Created EDI ordering procedures and cross trained planning group for
EDI orders generated from Mettler Corporate.
. Developed dynamic organizational structure to adapt to accelerated
business growth, increased compliance and additional support needs.
David W. Childs - Page 2
SafeScience, Boston MA
1999-2001
A consumer products maker and biotech research and development company.
Customer Service Manager
Start-up venture selling chemically safe cleaning products to mass retail
outlets along with direct sales to consumers via e-commerce. Directly
responsible for working with retail buyers to insure product placement at
regional warehouses in time for ad cut-offs.
. Developed all policies and procedures for new customer service
department for start-up venture.
. Coordinated production schedule with Production Manager for all
retail co-brands.
. Coordinated all sample shipments to potential retail clients(CVS,
Shaws).
. Managed all finished goods inventories at two regional warehouses.
. Created monthly customer service reports for COO and VP Operations.
Bayer Diagnostics (formerly Chiron Diagnostics) Walpole MA
1996-1999
Global leader in the field of pharmaceutical and medical products.
Export Compliance Specialist
Created export compliance program for Chiron Diagnostics. Responsible for
insuring that all export shipments were compliant with guidelines
established by the U.S. Bureau of Export Controls. Collaborated with
corporate Legal Department to resolve any potential issues regarding
international orders. Conducted training sessions for international
customer service and shipping groups located across the USA and UK.
. Created an export compliance program for Chiron Diagnostics. Insured
that all export shipments were compliant with guidelines established
by The U.S. Bureau of Export Controls.
. Conducted training sessions for international customer service and
shipping groups located across the USA and UK.
. Project Manager for development of an automated documentation system
for export sales. System insured that all parties were screened for
export compliance and reduced manual procedures for compliance
checks.
. Developed and monitored internal compliance procedures for
International Customer Service.
. Trained employees on compliance program.
. Managed corporate identity and name change with International
business units when purchased by Bayer.
Additional Professional Experience
Customer Service Manager for Gem Gravure.
Export Specialist for Cabot Corporation.
Merchandiser for Zayre Corporation.
EDUCATION
B.S. Marketing, Babson College, Wellesley, MA
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