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Customer Service Sales

Location:
7111, United States
Posted:
May 29, 2010

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***** ANTHONY *****

*** ******** ******

Irvington, New Jersey, 07111

973-***-**** __

________ __ email. **********@***.***

SUMMARY

Customer Service/Administration/Operations Manager/Supervisor with over

28 years solid experience in Client Support, Office Administration,

Contract Administration, Order Fulfillment, Records Retention, Traffic

Management, Technical/Sales Support, ERP Integrated System

Implementation, Complaint Resolution and Servicing Internal and External

Customers in private industry. Strong problem solving, organizational,

analytical, conflict resolution, planning and communications skills.

Solid background in:

. Sales & Operations Planning

. Project Management/ Administration

. Strategic Plan Development

. Staff Development & Management

. Budgeting & Expense Control

. Team Building, Mentoring, Coaching & Training

. Procedure Documentation

. Customer Service/Solutions

. Needs Assessment & Conflict Resolution

. Contract/Traffic Management/Administration

. Watts 800, Avaya UCD &ACD Telephone Systems

. Integrated System Implementation

. Administrative Support Management

Highly motivated, proactive, responsible professional with bottom-line and

achievement orientation. Communicates well with all levels of management.

Adaptable to changing environments. Strong team player with hands-on style

and demonstrated ability to develop, motivate and coach staff.

Enthusiastic approach for company's solution to customer needs.

Demonstrated ability to develop strong customer relationships based on

trust, commitment, honesty and follow through with both internal and

external customers. Addresses performance issues with directness and

sensitivity, provides honest and timely feed back to employees and

effectively balances resources to maximize productivity and efficiency.

Demonstrates exemplary ethical conduct. Computer literate in Microsoft

Office, Access, Excel and WordPerfect, Office Logic, AS400, Macola and

SAP.

ACCOMPLISHMENTS

Reduced staff by 20% while maintaining 98.3% order entry accuracy for

fiscal year versus projection of 97%.

Drafted and received final approval from the Department of Defense-Contract

Management and Logistics Agency, Springfield, NJ, for a procedure for

handling and processing of government furnished property with anticipated

sales revenue of $2.1 million.

Proposed and implemented as project leader a Corporate Customer Service

Program delivered under budget. Resulted in improved internal and external

customer satisfaction, and reduction in response to customer inquiries from

36/48 hours to within 24 hours.

Appointed team member to Sales & Operations Planning, Strategic Business

Units Implementation, Reliable Supplier Delivery, Accurate & Cost-Effective

Shipments and Current Business Improvement teams. Team leader for Quality

Commitment & Opportunity for Improvement Management Committee. Internal

Lead Auditor for AS9100 Rev. B/ISO9001:2000. Team member of Anderol Senior

Leadership Team (SLT).

EXPERIENCE

ANDEROL INC, a CHEMTURA CO. East Hanover, NJ.

2000 - 2008

$67 million leading international AS9100/ISO 9001:2000 specialty lubricants

chemical manufacturer of industrial and aviation hydraulic fluids, greases,

lubricating/food grade oils, preservatives and synthetic lubricants.

Supervisor Customer Services/Administration/Inside Sales

Managed/supervised, directed and administered to daily activities of

Customer Service/Administrative Support/Order Entry/Inside Sales Support

staff functions with ten (10) employees to assure total customer

satisfaction for products and services working in SAP environment. File

retention management. Managed records storage, maintenance, retrieval and

disposal. Evaluated and proposed enhancements to productivity, accuracy and

efficiency. Managed charged backs, returns, damages and freight claims.

Interfaced with Materials Management, Finance, MIS, Quality Control,

Logistics, Marketing, R&D and Purchasing. Reviewed, updated department

operating policies and procedures. Prepared and analyzed report data.

Responsibility for domestic exports traffic management and dealings with

freight forwarders and custom brokers. Performed employee evaluations and

performance reviews. Trained and coached staff. Conducted customer surveys.

Recommended and implemented customer support/quality improvements actions.

Provided marketing intelligence through inside sales reps feedback.

Responsibility for Total Quality management in the area of customer

complaints/corrective/preventative actions and opportunity for improvement

process under AS9100 Rev. B/ISO9001:2000 standards. Responsibility for

departmental budget and expense control. Chaired open Order Production

meetings.

***** ANTHONY *****

PAGE TWO

THERMO ELECTRIC COMPANY INC., Saddle Brook, New Jersey.

1997-1999

$45 million leading international ISO9002 manufacturer of temperature

sensors/controllers, calibrators and wire & cable servicing the metal,

chemical, food, aerospace, automotive and power industry markets. Operated

in MRPII/Job Shop environment.

Manager Customer Service/Inside Sales & Operations

Managed, directed and administered to daily activities of Inside

Sales/Marketing/Customer Service/Order Entry/ Quotations/Instrument Repair

& Technical Service departments with 27 employees to assure total customer

satisfaction in standard/nonstandard product sales quotation, order entry,

marketing and after sales support for Sensor Division products and

services. Responsibility for total Division Pricing and Marketing Policy.

Managed records storage, maintenance, retrieval and disposal. Evaluated and

proposed enhancements to productivity, accuracy and efficiency. Reviewed,

updated department operating policies. Interfaced with Materials

Management, Finance, MIS, Quality Control, Logistics, Marketing, R&D and

Purchasing. Maintained price agreements and evaluated and proposed

enhancements to productivity, accuracy and efficiency. Responsibility for

domestic exports traffic management and dealings with freight forwarders

and custom brokers. Reviewed and administered to Reps contract agreements.

Resolved matters relative to commission splits and territory credits. EDI

administrator/coordinator. Prepared and analyzed report data. Reviewed open

orders, missed shipments and performed employee performance reviews.

Evaluated, recommended, implemented customer support/quality improvements

actions. Conducted customer surveys. Responsibility for departmental budget

and expense control.

Wallace & Tiernan Inc. ( Siemens Corp), Belleville, New Jersey.

1969-1996

$95 million leading international manufacturer of industrial and commercial

chlorination, metering and measuring equipment operating in an

MRPII/JIT/Focused Factory/Job shop environment.

Manager Customer Service/Order Fulfillment/Inside Sales

1991-

1996

Managed, directed and administered daily activities of Customer

Service/Order Entry/Inside Distributor Sales departments with 15 employees.

Evaluated and proposed enhancements to productivity, accuracy and

efficiency. Reviewed, updated department operating policies. Managed

records storage, maintenance, retrieval and disposal. Provided technical

support and interfaced with Materials Management, Finance, MIS, Quality

Control, Logistics, Marketing, R&D and Purchasing. Reviewed and

administered to Reps and Distributor contract agreements. Responsibility

for domestic exports traffic management and dealings with freight

forwarders and custom brokers. Prioritized work for department and

performed employee reviews and evaluations. Responsibility for departmental

budget and expense control.

Manager Order Entry/Billing Department

1989-1991

Managed and administered daily activities of Order Entry and Billing

sections with 23 employees.

Developed, monitored and measured employee performance and department

operating procedures, resulting in

reduction of errors and absenteeism.

Administered Federal, State and County Government contracts.

Developed new and improved integrated AS400/American Software Inc. order

entry/billing systems and

procedures resulting in timely issuing of invoices and on line order

information.

General Supervisor Order Entry/Billing

1988-1989

Supervisor Order Entry

1984-1988

Group Leader Order Entry

1977-1984

Re-Seller Administrator

1969-1977

EDUCATION & TRAINING

THE CHUBB INSTITUTE, Jersey City, NJ. June 1997-August 1998

Technical Support in Main Frame, AS400, Network Installation/Support, Help

Desk & PC Support

BLOOMFIELD COLLEGE, Bloomfield, NJ. 1993-1996

Major: Business Administration

Concentration in Materials Management.

MATERIALS MANAGEMENT COURSES COMPLETED:

Material Management Overview - Material Management Policy

Production & Inventory Control - Principles of Physical Distribution

MIS for Material Management

RUTGERS UNIVERSITY, Newark, NJ. 1980 -1983

Major: Business Administration

MEMBERSHIP

International Customer Service Association, Chicago, Illinois.

American Production & Inventory Control Society, NJ Chapter #9, Stanhope,

NJ.

American Society for Quality NY/NJ, Bayside, New York.



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