Customer Service Manager

SUSAN RATHJE

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

Lynbrook, NY *****

516-***-**** ***********@*****.***

SUMMARY

Quality Assurance/Customer Service Manager and former chemist with

extensive experience in laboratory, product, and administrative management.

Driver of process improvements that optimize plant operations and reduce

costs. Proven record of promoting safety and product and service integrity

utilizing Statistical Process Control and Six Sigma methodology. Leader in

functional excellence, change management and international product/process

standardization.

PROFESSIONAL EXPERIENCE

THE DOW CHEMICAL COMPANY - Advanced Materials Division, Freeport, New York

1987 - Oct 2009

(Formerly Rohm and Haas Electronic Materials and LeaRonal, Inc.)

Quality Assurance and Customer Service Manager 2008 - Oct 2009

Directed 4 chemists in the Quality Control and Analytical Service

laboratories to provide analytical support to Manufacturing, Engineering

and customers using state-of-the-art instrumentation and software. Led

customer service group to ensure contractual agreements and expectations

were achieved and customer satisfaction uncompromised. Ensured the Quality

Management System met ISO 9001 requirements in conjunction with corporate

goals, objectives, policies and standard operating procedures.

. Reduced cycle time 30% while improving transparency of transactions

by streamlining precious metal consignment and pool and lease activities.

. Managed precious metal accounts and inventories in excess of 35K troy

ounces.

. Increased MRPII Class A metrics in customer order processing time

from 97 - 99% by improving the process for credit checks.

. Met customer expectations by negotiating product specification

agreements and implementing requirements throughout the organization.

Quality Engineering and Product Manager 2004 - 2008

Collaborated with global Research and Marketing on new product development,

culminating in commercialization of new products worldwide. Provided

engineering support including; scale-up, assessment of manufacturing and

testing capabilities, defining and documenting cGMPs, methods validation

and determining specification tolerances. Facilitated implementation of

Environmental Health and Safety (EHS) initiatives including ISO 14001 and

Responsible Care. Implemented, monitored and measured methods and testing

capabilities in Waste Treatment. Provided backup support to the EHS

Manager for manifesting waste and supervision of operators.

. Reduced cycle time of new product commercialization 20% by defining

deliverables at key stages of product development process and

implementing performance measures to evaluate success.

. Resolved manufacturing issues affecting product yield and turnaround

times by reducing unplanned events resulting in first pass failure of

<1%.

. Reduced allocated inspection and processing time 25%, cutting costs

by $100K and eliminating redundancies through collaborating with vendors

to adopt Just in Time practices.

. Collaborated on the accomplishment of RC 14001 registration readiness

by developing plans, setting attainable goals, identifying training

needs, and organizing and energizing team members.

. Selected as systems manager for handling customer quality issues and

accomplished overall customer satisfaction rating of > 99% from 95% in

North America.

. Achieved 100% compliance to schedule of internal ISO 9001 and RC

14001 audits as Lead Auditor by creating and implementing incentives.

. Won a bid for new business valued at $2MM as member of Six Sigma

project team that provided irrefutable data to Business Group.

SUSAN RATHJE PAGE TWO

Quality Engineering and Product Manager (continued)

. Reduced waste disposal costs $300K through various initiatives

including rinse water recycling, consolidation of chemistries and early

detection of slow-moving product, and refined a process for re-inspection

and disposition of material prior to expiration.

. Eliminated need for costly re-adjustments and re-submissions to

analytical lab and ensured compliance to corporate and regulatory

requirements through training operators to perform preliminary analytical

tests that asserted autonomy and accountability.

Quality Assurance Manager 1991 - 2004

Directed three QC laboratories at corporate headquarters covering diverse

product range for various business units. Provided technical and

administrative support to R&D with the creation of technical documents to

support product commercialization. Negotiated contractual specifications

with customers and ensured requirements were effectively communicated and

implemented throughout organization. Facilitated management of change

processes, corrective/preventative action meetings and provided training on

continuous improvement tools. Managed QA and Engineering staff of five to

support and maintain the Quality Management System.

. Led efforts that successfully accomplished ISO 9001 registration as

designated Management Representative.

. Ensured quality, consistency and price leverage on raw materials used

in worldwide manufacturing of products and intermediaries by developing a

process that resulted in standardized procurement specifications.

. Attained 100% standardization of products/processes for multinational

customers by leading international standardization efforts with global

R&D and Manufacturing sites.

. Saved $150K by standardizing technical documents and literature

globally.

. Implemented site SPC and SQC training program and drove process

improvements resulting in enhanced turn around times and customer

satisfaction.

. Prevented product integrity concerns and reduced scrap and disposal

costs by facilitating realistic manufacturing volumes, inventory levels

and lead times through collaboration with R&D in development of product

stability programs that identified products with finite shelf lives.

Analytical Chemist 1987 - 1991

Performed investigational studies on existing methods for adaptation to

certain products and developed new methods for improved analytical control

of chemistries. Updated and introduced new analytical equipment to support

high-tech end users. Developed and implemented test plans for new products

including identification and analysis of critical characteristics for raw

material acceptance. Developed synergies with procurement, design,

marketing and suppliers.

EDUCATION

HNC/BS in Physical Chemistry, North Trafford College/ Manchester

Metropolitan University, United Kingdom

PROFESSIONAL DEVELOPMENT

ISO 9001 Management Representative ISO 9001 Lead

Assessor

ISO 14001 and Responsible Care Auditor Six Sigma Green Belt

Proficient in Microsoft Office, SAP, Minitab 1st Line

Safety Leadership

Member of the Emergency Response Team RCRA and DOT trained

Certified in first aid and CPR/AED

PROFESSIONAL AFFILIATIONS

American Society for Quality

American Chemical Society

Society of Women Engineers

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