Customer Service Manager

Linn Heithoff ***** Hebron Road Harvard, Illinois 60033

815-***-**** ****.********@*****.***

SUMMARY

A determined and driven operations manager with extensive experience in supply chain,

production, production control, plant management, production planning/scheduling, engineering,

maintenance, logistics, OSHA, environmental and regulatory compliance, inventory control,

quality control and training and development. Coordinates product introductions and streamlines

processes to improve efficiency. Implements safety regulations, ensuring company compliance

with standards. A goal-oriented leader who increases organizational profitability, productivity and

customer service.

EXPERIENCE

USG INTERIORS Walworth, Wisconsin

2005-2009

Supply Chain Manager

Led supply chain department, directing production planner, service planner and service supervisor. Maintained

inventories of finished goods and raw materials. Arranged plant-level set-ups for finished goods/related

subassemblies. Oversaw implementation and served as primary liaison with consultants and corporate during Oracle

supply chain modules introduction and pilot-wave Oracle rollout. Initiated production scheduling of workbench

modules/bill of material (BOM) accuracy. Established item parameters utilized in production scheduling in

workbench. Held responsibility for inventory accuracy, ensuring customer orders filled in timely manner.

Collaborated with technical service group for pricing/feasibility of custom products. Updated and facilitated

supervisor safety training.

Coordinated IT and plant-level introduction of product packaging initiative, including master level set-ups,

plant-level set-ups, BOMs and routings.

Orchestrated on-time-delivery initiative from 85% in 2006 to 94% in 2008 as well as 50+% finished goods

inventory reduction from 2006 to year-end 2008.

Defined system requirements to interface information in Oracle with existing customer service order system

(“Legacy”).

Partnered with service crew, creating protocol to inventory work-in-progress and finished goods after

introduction of Oracle.

Participated in OSHA Voluntary Protection Program (VPP) initiative, resulting in attaining OSHA Star status

for the Plant in 2008.

Facilitated ergonomics program, mobile equipment training and licensing safety program.

1999-2005

Production Control Manager

Directed production control department and service department, interfacing with customer service representatives,

field sales personnel and plant production personnel. Achieved working capital goals while maintaining plant

service position to enable order servicing in timely manner and within published lead-times. Familiar with

“Legacy” order system, a corporate based order handling system. Coordinated plant initiative to use shipping

information available in “Legacy” to developed order a history for standard products and established Plant safety

stock levels. Served on plant management team, updating and facilitating topics for periodic safety training.

Utilized statistical analysis to set targets for stock inventory levels, improving overall service position while

reducing finished goods inventories and production line change-overs.

Increased loading productivity 30% through improved loading and production scheduling.

Facilitated mobile equipment safety and licensing program and plant hazard communication program.

Developed a system to improve compliance with “Right to Know” labeling requirements.

Participated in corporate task force consolidating product line and raising operational efficiency.

Linn Heithoff, Page 2

1995-1999

Finishing Manager

Oversaw two manufacturing lines operating five to six days per week, 24 hours per day. Directed operating results,

safety and quality performance. Worked closely with other production lines and the service/production control

department, coordinating manufacturing of finished goods to service customer requirements in timely manner.

Communicated production issues affecting efficiency of the production lines and the servicing of customer orders.

Collaborated with engineers and managers, developing alternate production methods to improve operational

efficiency of production line.

Improved recovery on Finishing production lines approximately 7%and reduced delay approximately 40%

Assisted product development team introducing new products, including overseeing modification of existing

equipment required for manufacture.

Developed a system to effectively filter latex coating, resulting in coating usage reduction and better product

recovery and quality.

Improved departmental safety rating from 7.4 in 1995 to 0.58 in 1996, gaining reduction through training,

employee contacts and enforcement of existing safety rules.

Participated in revising personal lockout procedures through refinement employee responsibilities for

lockouts and exceeding OSHA’s requirements.

ADDITIONAL EXPERIENCE

Plant Engineering Manager, 1988-1995. Oversaw general maintenance activities and held responsibility for

capital/non-routine work. Coordinated submission of long-term capital plans. Oversaw environmental air/storm

water compliance and acted as liaison between plant and Wisconsin Department of Natural Resources (DNR).

Coordinated the design and installation of specialized face-cutting equipment for two-by-two panels. Oversaw

installation of equipment required to produce 12-inch-by-12-inch ceiling tile. Coordinated fabrication and

installation of equipment resulting in a 10% reduction of raw material usage on the forming line. Prepared and

submitted the Plant’s Title-V Clean Air Permit. Coordinated the testing of emission points, calculating emissions

listed on permit application and development of required periodic operational testing methods and countermeasure

actions.

UNITED STATES GYPSUM COMPANY, Plant Engineering Manager, Philadelphia, Pennsylvania, 1986-1988.

Oversaw general maintenance activities and held responsibility for capital work/major maintenance projects

including proposal submission and overall planning and installation. Oversaw environmental air/storm water

compliance. Liaised between plant and EPA. Coordinated restoration and upgrading of equipment resulting in

improving operational efficiencies. Organized orderly shut down of plant. Board Plant Manager, Philadelphia,

Pennsylvania, 1985. Oversaw and coordinated the restart of the drywall production line. Gypsum Process /Board

Plant Manager, Gypsum, Ohio, 1979-1985. Managed gypsum operations at the Gypsum plant. Oversaw operation

of the rock processing operations, plaster packaging operation and the drywall production plant. Board Plant

Engineer, Fort Dodge, Iowa, 1976-1979. Responsible for design, scheduling, and installation new production

related equipment in the Ft. Dodge drywall plant. Coordinated energy efficiency improvement program (Natural

gas, power, and compressed air) in the plant. Coordinated the implementation of the Plant’s self-auditing program

for UL certification.

EDUCATION

IOWA STATE UNIVERSITY, Ames, Iowa

B.S., Chemical Engineering, 1976

COMPUTER SKILLS

Oracle Supply Chain, Excel, Microsoft Word, PowerPoint

PERSONAL

Married. Enjoys woodworking, automotive work, gardening, food preparation, and home maintenance and

renovation.

Contact this candidate