DAVID ANTHONY KEITH
Irvington, New Jersey, 07111
973-***-**** __
________ __ email. abmmjp@r.postjobfree.com
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.
DAVID ANTHONY KEITH
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.