Customer Service Manager

D. GREGG KRAUS

***** ***** ***** ***** *****, Florida 33626 C 813-***-**** abnhhq@r.postjobfree.com

SUMMARY

A resourceful, goal-oriented TOP OPERATIONS PROFESSIONAL who builds, develops, and aligns teams

with critical corporate missions. Drives excellent customer service to increase corporate

reputation and success. Diversifies product offerings by employing in-depth knowledge of

industry capabilities and fundamentals. A bold and dedicated performer, who implements effective

strategic process improvements, leading an organization into a productive and profitable future.

• Manufacturing • • Six Sigma

Purchasing

• Safety • • Design for Cost

Scrap Reduction

• Total Quality Management • • Regulatory

Profit and Loss

Compliance

• Logistics • Production

• Continuous

• Lean Manufacturing Planning

Improvement

• Process • HR Planning

• Training

Improvement and

• Kan Ban

• Development

Pricing

EXPERIENCE

BIC GRAPHIC USA Clearwater, Florida

Area Manager of Manufacturing 1997-2009

Held responsibility for total safety, quality, production, delivery, and cost responsibility for three on-site and

one off-site plant, producing 100 imprinted promotional product varieties in a high-volume, high-mix

environment within five-day shipping window. Directed process and mold-engineering, tool-room,

implementing lean concepts and utilizing lean tools to improve plant processes. Teamed with the quality

department weekly to brainstorm ideas to reduce customer complaints, identify areas for improvement, and

implement action plans. Initiated and implemented yearly capital plans. Held exempt development responsibilities

for three production managers, seven manufacturing specialists, five process engineers, and two molding

engineers.

Negotiated with vendors to ensure optimum pricing of equipment and supplies and utilized cost-accounting to

improve labor variance, scrap, and overhead allocations. Led imprinting processes, including silk screen,

digital, large format, and offset printing. Oversaw daily review of scrap and production goals. Reviewed

monthly expenses, labor variances, profit and loss, and cost of goods reports. Produced yearly expense budget

for facilities, developed plant layouts, and new product start-up. Led the start-up and capital purchases of

Sticky Note production facility. Coordinated hiring and workforce reductions. Consulted with affiliates and

sister plants worldwide, sharing best practices and resolving issues. Worked collaboratively with sales,

customer service, and marketing groups to improve customer satisfaction. Working knowledge of MRP and

location specific inventory systems.

• Reduced scrap by $600,000 through utilization of lean concepts in elimination of waste.

• Set up internal packaging operations, resulting in $800,000 yearly savings.

• Decreased molded components inventory by $100,000, setting up Kan Ban-style scheduling system.

• Implemented Lean 5S techniques in two corporate buildings, resulting in increased productivity and

improved housekeeping.

D. Gregg Kraus, Page 2

• Earned recognition through assignment in Tarragona, Spain to share best practices and implement standard

operating procedures.

• Traveled to facilities in Canada, Spain, and Mexico to share best practices and reorganize facilities.

• Managed 212 direct reports, 40 indirect reports, and seven non-exempt employees.

• Led daily purchase-order approval to control expenses.

• Processed over 1000 orders daily.

• Reduced customer complaints by 20%.

• Guided demand growth from $20,000,000 to $121,000,000.

Production Manager 1994-1997

Held responsibility for total output and efficiency of 12 distinct promotional product lines in high-volume, high-

mix, high-speed environment, utilizing 100 direct-level employees on seven-day, three-shift operation. Managed

coaching initiatives, biannual reviews, and implementing and administering of company policies and procedures.

Applied ISO techniques, resulting in ISO certification of three facilities. Led and implemented weekend

production crew in optimization of equipment capacity. Oversaw extrusion-molding, production, scrap, and

promotional-item quality, producing pens, magnets, Mouse Pads, and Sticky Notes.

Directed daily scheduling of molding and extrusion, production, and screen-making areas. Collaborated with

process-engineering department to continuously improve work processes, productivity, and scrap. Purchased

stock items of manufacturing print and assembly supplies. Led hiring and training i nitiatives for five

manufacturing specialists and two process engineers. Worked closely with customer service utilizing best

practices to meet and exceed customer expectations. Integrated 11 high speed production lines requiring

capital purchases of print, assembly, and molding production equipment.

• Spearheaded new Sticky Note production line, facilitating sales growth from $6,000,000 to

$21,000,000.

• Decreased annual ink costs by $100,000 through reduction of container usage.

• Reduced customer complaints by 20% through use of lean techniques for order-processing.

• Improved scrap in two buildings from 1.67% to 1% cost of goods.

• Implemented DuPont Safety Program and cross-functional safety teams, resulting in 50% accident

reduction.

• Spearheaded Just-In-Time inventory scheduling.

Manufacturing Specialist 1990-1994

Directed total output and efficiency of six promotional product lines, utilizing nine imprint, two assembly,

and six molding machines. Managed 25 direct report employees with responsibilities that included scheduling

of daily production, molding, preventive maintenance, quality, and scrap of finished goods. Led mechanics in

improvement of equipment and productivity. Coordinated labor tracking, scheduling o f vacations, safety,

employee biannual reviews, and adherence to company policy and procedures. Collaborated with customer-

service department, facilitating achievements to exceed customer expectations.

• Implemented employee biannual bonus program, resulting in greater employee retention.

• Spearheaded safety program, resulting in 25% decrease in work-related accidents.

• Implemented Just in Time inventory control for molded and extruded products.

ADDITIONAL EXPERIENCE

D. Gregg Kraus, Page 3

MARLEY ROOF TILES, Clearwater, Florida, Production Supervisor, 1988-1990. Directed

output and efficiency for three types of concrete roofing tile-production lines. Managed 23

employees producing six profiles of roofing tile. Facilitated scheduling o f daily production, l ed

preventive maintenance, and e xecuted troubleshooting o f machinery breakdowns. Ensured

quality and packaging of finished goods. Collaborated with engineers in installation and

implementation of new computer control system, yielding reduction of downtime by 10%.

Optimized efficiencies resulted in profitability versus a yearly loss.

GENERAL SHALE PRODUCTS CORPORATION, Mooresville, Indiana, Production Supervisor, 1986-

1988. Managed 16 employees and oversaw production quality, supply-ordering, and

preventive-maintenance scheduling. Maintained front-end loaders, bulldozers, and dump-

trucks. Directed wastewater treatment plant and plant property. Assembled brick-crushing

equipment, utilizing portable rock-crushing unit to produce landscape rocks from rejected

brick, developing new product. Collaborated w ith production and assistant superintendent i n

negotiation and resolution of customer complaints.

EDUCATION

EASTERN KENTUCKY UNIVERSITY, Richmond, Kentucky

B.S., Industrial Education and Technology (specialization in Computer Technology), 1986

CERTIFICATION

Six Sigma Black Belt Certification, 2009

Six Sigma Green Belt Certification, 2008

PROFESSIONAL DEVELOPMENT

Excel Formulas, 2009

Microsoft Project Levels 1, 2, and 3, 2009

Eckerd College Leadership Development Program, 2008

Hazardous Waste Operations and Emergency Response Training (HAZWOPER), 2008

Issues Free Training, 2008

Sales Workshop Training, 2008

Sustainable Development, 2008

Advanced Project Management, 2007

DuPont Stop Training Program, 2007

Effective Communication that Generates Productivity, 2007

Negotiations, 2007

P&L Training, 2007

Project Management, 2007

COMPUTER SKILLS

Microsoft Office Suite, Project

PERSONAL

D. Gregg Kraus, Page 4

Married. Enjoys exercising, playing golf, and softball.

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