Customer Service Sales

JEFFREY L. EHRET

**** **** *****, *******, ****, 43821

Home: 740-***-**** ********@*****.***

Mobile: 740-***-**** http://www.linkedin.com/in/jeffreyehret

SUMMARY

Accomplished Customer Service Director with a proven track record of providing continuous process

improvement by obtaining inter-departmental support from Sales Operations, Supply Chain, Business Systems

and Technical Services. Including systems functionality, adept at working with cross-functional teams to

improve efficiency in manual/automated processes. Utilized data and analysis to identify opportunities and

validate results.

PROFESSIONAL EXPERIENCE

HOLOPHANE DIVISION of ACUITY BRANDS, NEWARK, OHIO 1999 - 2009

$250 million division of a $2.1 billion lighting corporation known for innovation, performance, and superior

customer service.

Lean Deployment Leader, Sales 2008 - 2009

Responsible for strategic and tactical execution of sales efficiency and effectiveness measures for a direct sales

force of 10 Regional Managers and 160 Sales Representatives.

• Achieved 10% increase in Sales Reps customer-facing time by transforming and documenting the best sales

processes.

• Developed and implemented a Customer Experience Scorecard aligning internal performance with respect

to customer expectations and determining the decision-making processes for process improvements and the

effectiveness of the organization.

• Conducted a marketing plan which increased user-hits on the Customer Portal by 171% thereby reducing

phone calls to customer service and sales team by 15% overall, saving the customer and the company time

and resources and increasing customer satisfaction.

• Dramatically reduced [Oracle] order entry service level to one day (from five days) and reduced FTEs by

10% by delivering improved processes, systems functionality and procedure documentation for a 34 person

team thereby improving on-time-shipments and recapturing lost customers.

• Improved the first-pass-yield of order entry from 91% to 96% and freeing up one FTE from the entry

process that presented correct order requirements to the sales reps.

Lean/Sigma Leader Development Program participant 2006 - 2008

Actively learned and executed corporate Lean/Sigma tools while developing leadership skills and business

acumen. Actively drive improvements in the factory/warehouse environment for 18 months.

• Led over 25 Kaizen events using Acuity Business Systems (Lean/Sigma) tools, including Value Stream

Transformation, Standard Work (manufacturing and administrative), SMED, TPM, Kanban, Statistical

Analysis, and Problem Solving/Corrective Action.

• Recognized for driving continuous improvement and organizational transformation in a functional

department while directing daily operations by actively engaging the Lean Leader Development Program

principles.

JEFFREY L. EHRET PAGE TWO

Director Sales Service 2005 - 2006

Directed activity of three managers and 34 associates including Customer Service, Order Entry and Special

Product Quotations.

• Dramatically improved the order activation cycle time by 70%, while handling a 30% increase in business

with level staffing, by devising Lean Order Entry work cells for special product modifications.

• Reduced training cycle for new employees from six months to two months while improving morale of

existing employees, reducing the error rate, and providing more consistent service to customers.

• After a 10% reduction-in-force, management turn-over, inherited the Sales Service department; improved

the overall environment, including morale, stability, and customer satisfaction.

• Improved productivity by 10% in the customer service area by applying the principles of 5S (Simplify,

Straighten, Scrub, Stabilize and Sustain).

• Identified and managed system enhancements for CRM, Sales Configurator and Oracle Order-to-Cash

keeping systems functionality current with business processes.

Director Business Systems Group 2003 - 2005

Responsible for three separate I.T. Departments (Sales I.T., Manufacturing I.T. and Configuration Management

Group) with three managers and 12 associates.

• Merged three I.T. related groups increasing efficiency of deploying system improvements across three

platforms and achieving business process improvements.

• Acted as Project Manager for deploying a web-based product configurator for historically styled products

improving customers’ decision-making process, increasing demand for product, and enhanced

communications among customers, sales reps and the plant.

Engineering Manager of Configuration Management Group 1999 - 2003

Organized and managed a new functional group of six employees within Product Development Department.

• Restructured the department to increase effectiveness and efficiency for maintaining engineering bills of

material on AS400 manufacturing system and synchronize with pricing configurator content with over 99%

accuracy and completeness for all product lines.

EDUCATION

Electro-Mechanical Technology (80 of 100 credit hrs) Central Ohio Technical College, Newark, Ohio

General Engineering (50 credit hours), The Ohio State University, Columbus, Ohio

PROFESSIONAL TRAINING

• In-depth Lean/Sigma training from key industry professionals.

• Continuous growth: Communications, Supervision, Customer Service, Time-Management, Team

Building, Strategy Deployment.

SKILLS

•Adept in Microsoft Outlook, Word, Excel, Power Point, Visio, WebEx

• Knowledge of Microsoft Project, MiniTab, Oracle Order-to-Cash, AS400

• Expertise in Product Configurators (Sales Logix, Technicon Custom Commerce)

Customer Relationship Management (Pivotal Relationship)

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