Customer Service Manager
Resume:
Charles Bigelow
*** ******* ******, ***********, ** 28117 ? 704-***-**** ? Cell
***********@*****.***
Supply Chain and Sales/Customer Service Executive
. Led high performance supply chain teams responsible for over $ 15 MM
in cost reduction
. Directed nationwide customer service centers for multi-billion dollar
manufacturing company
. Directed Seven Distribution Centers in Eastern U.S. - led successful
network redesigns
SKILLS
Supply Chain Management Customer Service Management
Six Sigma Champion Network Rationalization/Optimization
Sales and Operations Planning Global Logistics (Transportation &
Demand Planning Warehousing)
Training and Mentoring Business Process Excellence
Effective Team Building Sustainability Planning
ISO/QS 9000 Facilitator
Safety Leadership Project Management
LinkedIn Website - http://www.linkedin.com/in/charlesbigelow
PROFESSIONAL EXPERIENCE
BORAL BRICKS, INC., Roswell, GA
Leading national brick manufacturer and building supply distributor
with approximately $500MM in sales.
Regional Logistics Manager 2004-Oct2008 - Consultant Mar2010 -cur.
Developed and directed a team of 4 fleet managers, 4 dispatchers, 9
Shipping Supervisors and 100 drivers serving a five state area. Established
and implemented a new logistics design and organization
. Realized $2.6 MM annual savings with centralized dispatching
. Delivered $1.5 MM in backhaul lane savings
. Attained 99.8% on-time customer delivery performance, 99.9 % inventory
accuracy
. Collaborated with Sales and Manufacturing in three regions and promoted
the new organization successfully integrating logistics into the
corporate culture while attaining record high sales levels.
. Managed fleet and dispatch operation of up to 100 tractor-trailers with
$15 MM annual budget.
. Created and implemented Corporate Strategic Logistics Safety Program
resulting in reduced injuries and lost time incidents.
. Negotiated a fleet preventive maintenance program with vendor to ensure
fleet reliability and safety.
. Implemented Corporate Logistics Sustainability Program to address engine
emissions, fuel savings and run off objectives.
KENCO GROUP, INC., Chattanooga, TN
Leading national 3rd Party Logistics provider.
Advanced Supply Chain Solutions Representative & Consultant 2002 - 2004
. Developed and sold $ 1.5 MM supply chain solutions for high profile
customers
. Cultivated relationships and provided targeted solutions in
manufacturing, warehousing, transportation, packaging and kitting
resulting in timely customer service and customer retention success
. Delivered high quality and timely customer service with focus on customer
retention.
Charles Bigelow Page Two
CARPENTER TECHNOLOGY CORP., Reading, PA
Global Specialty Alloy Manufacturer serving a diverse manufacturing
marketplace including, aerospace, automotive, consumer, power generation
and medical industries with annual sales of $1.66 B.
Manager, Regional Customer Service 2001 - 2002
Led Domestic Service Centers servicing strategic customers with over $600
million in annual sales. Led team of 3 Regional Customer Service Managers,
a Training Manager and a Manager of E-Business.
. Led a reorganization project consolidating eight Customer Service Centers
into three reducing operational costs by $1.5 million and reducing staff
from 75 to 37.
. Developed successful customer service strategies for strategic customers.
. Created and managed process improvement initiative to handle increased
load with less personnel delivering organization change with no impact to
the customer.
. Collaborated with Account Managers in calling on key customers to review
Center changes and reassure that service quality would not be impacted.
. Established business development strategies and partnered with sales team
in creating proposals and presentations to key customers.
. Managed the quality System - ISO 9000, QS 9000. Wrote procedures and
trained personnel to ensure compliance to standards, facilitated audits
with registrar.
Manager, CarpenterCare-E-Business Site
2000 - 2001
Led development, launch and managed Carpenter's e-business site targeted to
key customers $ 600MM in sales.
. Consulted with customers to identify needs and define user requirements
for the site. Acted as liaison to IBM developers in site creation and
launch.
. Created campaign to register external customers and build site usage.
. Called on customers to demonstrate site usability and efficiency and
trained customers on site usage.
. Successfully migrated targeted customers resulting in improved efficiency
and customer retention.
Supply Chain Manager
1997 - 2000
Directed seven Distribution Centers in the Eastern US. Seven direct
Managers and 40 indirect reports.
. Co-led the re- design of the distribution network consolidating 15
Distribution Centers into 7 - resulting in a savings of $6 MM.
. Led Six Sigma team for developing operational efficiencies that generated
$300K in revenue.
. Developed Value Added Service Program generating revenue of $2MM.
. Managed transition to Third party management of Distribution Centers:
Sold value to organization and customer base. Trained and managed Third
Party vendor.
. Developed/wrote procedures to meet requirements of ISO 9000 and QS9000.
Trained personnel in procedures and facilitated audits with registrar.
EDUCATION
BA, Colorado State University, Ft. Collins, CO
Boral Bricks BMDP Leadership Conference,
Det Norske Veritas Safety Leadership,
Quality Service Skills Trainer,
Selling Against the Competition,
Voice of the Customer, Arbor
Karrass Effecting Negotiating Skills
Flying in Formation, Manning Management
Professional Selling Skills
Kepner-Tregoe Problem Solving & Decision Making
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