Customer Service Manager

Richard W. Mercer 731-***-**** *********@******.*** Richard (Rick)

Mercer

Objective To improve the efficiency, quality, and service

levels of my company through the use of my

expertise in Logistics and Manufacturing management

which includes: productivity improvement, reduction

of WIP, equipment upgrades, personnel training,

facility start-ups, and space utilization.

Experience 1998-2004 General Binding Corporation Booneville,

Ms

D C Operations Manager

As DC Operations manager I was responsible for

shipping orders to the customer on time and

complete with 98% accuracy.

Managed 2200 SKU's worth $17 to $22 million

maintaining an inventory accuracy of 99.6%.

Developed and implemented a 6 day week 12 hr. day

shift operation reducing the work force from 146 to

76 a 48% reduction.

Developed and implemented KPM'S (Key Performance

Measurements) and SOP'S for the Distribution

Center improving productivity 32%

1983-1998 Caterpillar Inc Corinth/Booneville, Ms

As Business Unit Manager of cylinder heads, I was

responsible for the remanufacturing of 32

different models worth $58 million in annual

sales.

Managed 10 direct reports and 147 associates,

including engineering, purchasing and

manufacturing, .

Upgraded tooling and equipment, re-defined KPM's

and SOP's.

Implemented Lean Mfg. reducing WIP by 80%

Increased available space for business growth by

30% without additional capital expense

1996-1997

Plant Manager

I was responsible for the P & L for the total

operations.

Designed and built a 200,000 Sg. Ft.

remanufacturing faculty $1.2 million under budget

and on time

Managed 186 mfg. associates with 7 direct reports.

Implemented Lean Mfg. to improve customer service

from a predicted 94% to 98% and increased the ROI

from 27% to 36%

Received Corporate "Leading Edge Award"

1994-1996

Business Unit Manger, Internal Engine Components

Responsible for remanufacturing Internal Engine

Components

Increased annual sales from $91 million to $95

million

Improved Customer Service from 85% to 93%

Utilized Kaizen methods to improve work flow,

reduce WIP and reduce workforce by 17%

1992-1994

Operations Superintendent

Materials Superintendent1991-1992-Supported the

materials needs for two facilities. Senior Planning

Analyst I990-1991 Project leader for New Product

Introduction(Responsibilities included identifying

new products to offer to the Customer that were

remanufacturing tolerant) Also identified and

acquired additional floor space for the central

receiving of all returned engine core for

remanufacturing. Operations Supervisor1987-1989-

Responsible for the machining of engine components.

Maintaining tolerances of .0005. Mfg. engineer

1984-1987-Responsible for the development and

implementation of remanufacturing processes,

procurement of tooling, identifying floor space,

and required employees. Skilled

Technician-1983-1984-Duties included set-up and

operate tooling to specifications of .0005. CORINTH

TOOL & DIE, CORINTH MS.-Tool & Die Maker,

1973-1983-Built Tools, Dies, and special machines.

Education 1972 McNairy Central Diploma

How to Handle Difficult People

Manpower Skillware - (Advanced networking, Word,

Excel, and Windows ).

The last word on Quality with Dr. Juran (American

Management Association)

Intro to Failure Mode and Effects Analysis (CTI)

Advanced FMEA

Annual Performanmce Review Training

Customer Satisfaction Training (CTI & Northeast )

Juran On Quality (AMA)

Damage Prevention Awareness (Progressive

Technologies of America)

Managing Work Overload (KEYE Management Center)

Higher Math Northeast College

Team Building

Advanced Statistical Process control

Business Law

Lean Mfg.

Kaizen

Interests Horseback Riding, Camping, music,

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