Customer Service Manager

G. Scott Langejans

Cell 269-***-****

abnppj@r.postjobfree.com

Professional Highlights:

Senior manager with 15 + years experience in Logistics, Operations, Customer Service areas with

demonstrated success in meeting corporate and customer adjectives to include:

Extensive Logistics and Supply Chain background, Operations, Customer service and support.

Direct interfacing involving direct Customer interfacing sales experiences;

Proven results of team management and leadership skills that include project management; creation,

development and leading of teams; and preparation and management of budgets to include

understanding P&L statements.

Extensive background with experience to lead and communicate across functional teams; resulting in

meeting and exceeding identified goals and objectives.

Managed and led operational changes and process improvements as an active manager of multiple (8+)

facility integrations through merger and acquisition related activities while maintaining highest level of

customer satisfaction.

Experienced process improvement and change manager through Project Management utilizing

Continuous Improvement (Kaizan) and Lean practices. Strong inventory management background;

including utilization of Kanban philosophies.

Alliant Healthcare Products, Richland, MI 2008-2009

A FDA certified surgical device manufacturer and exclusive provider of Stryker products to all Government

entities.

Government Program Director

2008-2009

Responsibility of all Federal, State and local Government contracts to include monitoring of compliance with

Federal Government procurement requirements including pricing controls. Responsibility for direct interfacing

with Stryker sales representatives and Government facilities, to drive, assist and support sales activities. In

addition was responsible for all customer service activities and functions.

• Developed Government contracting team through creation of detailed processes resulting in 50% time

reduction in contract submission process.

• Led successful 90 day implementation of a $60M Stryker expansion; consisting of 4 new divisions to

Alliant product offering into government entities.

• Drove sales increase of 15% year over year.

• Created and led project plan to create and develop extensive customer service and support team.

• Led and created infrastructure plan required to support Stryker expansion project.

Richard-Allan Scientific, Kalamazoo, MI 1990-2008

Founded in 1995 (previously division of Richard-Allan Medical), manufacturer and distributor of scientific products and

services, serving the anatomical pathology market. In 2004 became a division of Fisher Scientific Inc)

Became a division of Thermo Fisher as result of 2006 merger of Thermo Electron and Fisher Scientific resulting in a

Fortune 250 company which manufactures and distributes medical devices & laboratory products and services; serving the

healthcare market. (NYSE: TMO).

Project Manager

2007 – 2008

Identified, led and implemented projects to improve and support all internal and external operations creating

more cost effective (lean) organization.

• Implemented / designed data reports to measure Key Business Metrics reducing data collection time by

50%.

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• Implemented / designed tool (s), utilizing continuous improvement process that resulted in Customer

Service Team improvement of Customer Allegiance score by 20%.

• Managed $1M annual contract manufacturing business resulting in 5 % annual growth.

• Identified, led, and implemented project specification through internal and external vendors that resulted

in annual cost savings of $50,000.

• Managed and supported daily operational activities to assure product availability, and to assure all

customer delivery expectations were met.

• Supported and led ISO 13485 (Medical Devices) Certification.

Senior Distribution Manager

2001- 2007

Provided leadership and customer support for all internal and external Distribution activities to include

development of teams, budget creation and adherence to, implementation of lean and continuous improvement

philosophies, and customer interfacing.

• Managed all warehouse operations consisting of team of 25 employees; annual sales greater than

$120M; with creation and training of Standard Operating procedures and detailed work instructions.

• Implemented, using lean principals, a new International Order processing team; improving on time

delivery performance by 60% (from 5 days to 2 days).

• Proven leader of Continuous Improvement projects (Scrap reduction of $5,000 per month).

• Led facility integration plan of $80M with target of 180 days; in 90 days and under budget.

• Responsible for all Inventory and management of through Kanban, MRP and MPS.

• Local site leader and member of Corporate International Freight saving team that resulted in 10%

annualized savings.

• Attained service level goals of 98% on time delivery performance.

• Responsible for developing and adherence of budget of $3M.

• Extensive working knowledge of VMI (Vendor Managed Inventory).

• Management and negotiations for all transportation.

Production Manager

1998 - 2001

Responsible for leading all manufacturing requirements including leading of associate teams performance,

achievement to production schedule, and budget preparation and adherence to.

• Led adherence of +95% for production schedule of 300 products.

• Attained on time Customer fill rate of 98%.

• Led daily cross functional team meeting to assure all customer expectations (product availability and

delivery) expectations were met.

• Supported Sales and Marketing through new product development.

• Developed and trained Standard Operating Procedures.

• Met aggressive 6 months Corporate Implementation of new ERP system as a Core Team member.

• Designed and developed data collection process and philosophies.

Distribution Manager

1990 - 1998

Responsible for developing leading all Distribution team activities to include reporting of financial

performance.

• Developed team of 15 to meet expected team and corporate goals.

• Budget Preparation and adherence to.

• Management and negotiations for all transportation resulting in cost savings of 20%.

• Supported Sales and Marketing through new product development.

• Developed and trained Standard Operating Procedures

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Education

BBA, Business Administration Industrial Marketing – Western Michigan University, 1998

Equivalent Green Belt trained through Practical Process Improvement process

U.S. Department of Transportation Hazardous Material certification

U.S. Import / Export Administration Regulations

Professional Associations

International Organization of Professional Packaging

Coalition for Government Procurement

National Contract Management Association

Computer Skills

JD Edwards ERP System Super user and member of Core team responsible for ERP implementation

and responsible for Corporate functional team training

IBM Data Collection System user and led bar coding specification

implementation team.

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