Sales Customer Service
Resume:
William Wanner
Email: *********@********.***
Address: **** * *** ******
City: Vancouver
State: WA
Zip: 98661
Country: USA
Phone: 360-***-****
Skill Level: Management
Salary Range: $90,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
William L. Wanner
2514 East 6th Street
Vancouver, WA 98661
*********@********.***
Experience
Tidland Corporation, Camas, WA
2003-June 2012
A Maxcess International Company
Maxcess International is the parent company of three of the web handling industry`s leading names, Fife, Tidland, and MAGPOWR; specializing in general rewind/unwind web accessories, custom-built guiding systems, and web tension control.
Tidland Corporation offers the broadest range of equipment for the slitting and winding of paper, plastic film, metal foils, and non-woven materials in the market place.
Customer Service Manager
Spearheaded the development of a web based Customer Repair and Return process to support the growth of our After Sales Repairs. Instituted a Lotus Notes based data base program to track Delays to Sales Orders, Errors and Customer Complaints, as a mechanism to identify opportunities for continuous improvement resulting in greater customer satisfaction and improved quality throughout the order fulfillment process.
Improved the quote-to-order conversion ratio by:
* Reducing the turnaround time on the quotation of unit assemblies from a historical average of 6-7 days to 3 days, lead the strategic development of a new interface with the existing AS400 data base that allowed quotations, inquires and sales order entry to be done from one platform, and utilizing web based Sales and Customer Service training to improve skills in assessing opportunities, gathering application data and closing the sale.
Results: Improved historical 35% quote-to-sales order conversion to a 43% level resulting in the 18% growth of unit assembly sales over a three year period.
Led continued improvement of the quote conversion ratio by utilizing Lean techniques to assess and structure the Customer Service Department into an After Sales Parts and Service Group and an Inside Sales Group focused on new assembly inquiries by:
* Leading a Kaizen of the Sales Order process from receipt of PO to release of engineering to the shop floor.
Results: A cost savings of $24k per year, a reduction of non-value added Sales Order processing time of 1500% with a redeployment of two staff level positions, contributing to a reduction in departmental expenses by approximately $100K.
Provide support and management to global and national sales teams on pricing, product and commercial programs:
* Global Pricing Agreements, Annual Rebate Programs for National End User Accounts and OEM Accounts.
Instrumental in the evaluation, recommendation and implementation of Salesforce(R); an industry leading Customer Resource Management software. Led the cross-functional implementation process to define and design work flow, established reporting and alert processes. Conducted cross-functional training at all levels within the Organization.
Results: A Corporate wide, web based CRM process that improved the visibility and management of Opportunities at all stages of the buying cycle, allowing for continuous improvement in quote turnaround, close ratios, greater understanding of competitive and market situations and growth in sales of 5%, in its first year of implementation, in a down economy.
ESCO Corporation, Portland, OR
1987-2002
ESCO is a leading independent, global developer and manufacturer of highly engineered wear and replacement products used in resource mining, infrastructure, power generation, aerospace and industrial applications.
New Business Development Manager - Europe & North America, 2000-2002
Independently developed the Business/Marketing Plans for the introduction of a new product line into European markets and implement the Plans throughout the dealer network of 35 companies.
* Within 12 months: Conducted market research, justified and secured approval for entry, setup distribution channels, established inventory investment levels with product on the shelves, set market pricing, created a product training program and support literature. Developed a branding strategy to position the products to playoff the strength and quality features of existing ESCO products.
Results: Attained $1.5 million in new sales revenues.
Recognized the need for improved internal communication of ESCO products and services, as a mechanism to stimulate revenue growth at a strategic $4 million North American national account.
* Designed, created and published a quarterly web based newsletter which: Highlighted site testimonials of successful product trials, detailed performance improvements and cost savings, spotlighted new product features and benefits, posted a schedule of available products and maintenance training classes, provided an on-line question and answer forum and published unedited feedback on ESCO Corporation performance.
UK Sales and Office Manager - Coventry, England,1997-2000
Turned around the declining sales for the primary line of parts by 40% the first year, 20% the next year, working with an independent dealer network in the UK, Republic of Ireland and Iceland, that was apathetic, frustrated and at times hostile.
* Salvaged relationships and grew sales by: Monthly face-to-face planning meetings with the dealer principals and sales management, establishing annual marketing and sales planning by product line, reinstating an annual performance recognition dinner for top dealer salesmen and top dealers, conducting product information and sales training workshops, offering a new graduated volume discount strategy tied to the annual marketing plan.
* Streamlined the Sales office operation and expenses by: Closing the Sales office and relocating outside sales personnel to home offices and re-staffing inside sales/customer service with new personnel in the European headquarters in Belgium.
Results: Reduced annual operating expenses by $200K/year, while continuing to provide excellent customer service and sales support.
Global Marketing Manager & Team Leader, 1987-1997
Provided strategic and creative leadership to three Product Groups with 14-16 team members. Teams included product managers, engineers, and customer service representatives. Annual sales in excess of $32 million, operation budget of $8-10 million.
Conducted annual strategic marketing planning, team building and quarterly corporate reviews, with an attitude of creativity and fun; such as a team building exercise of brewing beer that reviewed the steps of new product development, product marketing, and most importantly customer satisfaction.
* Selected to be the first corporate designated Core Group Champion based on performance, creativity, vision and passion for the product. Provided strategic leadership to a -Core Team- of sales, marketing, engineering and manufacturing personnel.
Results: Team success led to Core Groups becoming a corporate -institution- and process for managing product and services.
* Achieved the dominant market share position by proactively launching a -traveling consultative sales and product information show-. The team of Sales, Marketing and Engineering traveled extensively throughout the US, Mexico, Canada, Europe, South Africa and Australia. Used scale models to teach and highlight benefits of the product and positioned ourselves for the future bid process.
Results: Rescued a strategic product line from divestiture and overcame a negative profit position to achieve a positive 28% gross margin on $15 million in sales over a 5 year period, achieving the number one market share position.
* Led and encouraged cross-functional and cross-organizational teams to think outside the box and explore alternative design and fabrication options, as well as different routes and avenues for shipping.
Results: Eliminated up to 3 months, in a historical 6 month engineering and fabrication lead-time, with an additional 30% reductions in on-site assembly.
* First to the market place with a Service Life Program(tm) of on-site maintenance and product inspection services and management of after-sales parts usage.
Results: Gained up to 20% increase in parts sales. Services extended the life of the product, reduced the overall cost of ownership and made parts a captive part of the agreement.
* Based on success of product line performances, led the internal integration of a $6 million product line of a bankrupt competitor.
Results: Overcame the -not invented here- mentality in both the Engineering and Manufacturing groups and positioned the product offering to no longer compete with our standard offering but rather to complement the range of available options.
Bentley Nevada Corporation, Minden, NV
Product/Marketing Administrator & OEM Contract Administrator
Education
Masters of Management (MBA)
Atkinson Graduate School of Management, Willamette University
Salem, OR
Bachelors of Business Administration, Marketing & Management Majors
University of Portland
Portland, OR
Computer Skills
Expert certification: MS PowerPoint
Proficient in MS-Office suite: Word, Excel
Intermediate working knowledge: MS Project
Community Involvement & Leadership
Pacific Northwest College of Art, Portland, OR
* Continuing Education Classes, 3D Fundamentals, Fall 2008
Guinness North America - -Irish Pub Give-Away- Finalist 1998
* 1 of 10 national finalists selected from among 78 thousand US entries. Selection based on 50 word essay tilted -Why Guinness is the perfect pint of beer-
Archbishop Howard School
* Provided leadership to keep school from closure, created marketing plan and grew enrollment by 20%
* Established annual appeal process to supplement fund raising activities, achieved donations of $25K in the first campaign year
Board member 1997, 1991-1994
Board Chairman 1993 & 1994
St Charles Borromeo Parish
* Facilitated implementation of 5 year planning process
Capital Fund & Architectural Design Committees, 1994-1996
Pastoral Council, 1992-1995
Council Chairman, 1994 & 1995
Atkinson Graduate School of Management Alumni Society
* Board Member 1989-1992
References
Tom Herold
Regional Sales Manager
Acraply Inc.
Janesville/Beloit, Wisconsin
Relationship: Boss; as VP of Sales, Maxcess
Becky Whitten
HR Manager
Tidland Corporation
2305 SE 8th Avenue
Camas, WA 98607
360-***-**** ext: 445
Relationship: Staff Colleague
Mr. Terry Briscoe
Senior Design Engineer
ESCO Corporation
2141 NW 25th Avenue
Portland, OR 97210
Relationship: Management peer, Team Member
Mr. Laurent Reminiac
National Sales Manager, Europe
ESCO Belgium sa
Zoning Industriel
Rue Des Fours A Chaux
7080 Frameries,
Belgium
011- 32-476-***-*** (mobile)
Relationship: Management peer, Team Member
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