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Customer Service Manager

Location:
Cleveland, Ohio, United States
Posted:
January 10, 2018

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EXPERIENCE/SKILLS

SOTERA HEALTH – DIRECTOR OF PROCUREMENT 2017-CURRENT

Cleveland, Ohio

Responsible for the Global Procurement function, providing support to 62 locations in 13 countries, managing a $120M of Indirect spend and a Team of three Regional Category managers and nine indirect reports.

CORPORATE UNITED - SOURCING MANAGER 2015-2017

Cleveland, Ohio

Responsible of the Sourcing process for Facility Services, Logistics, Travel, Corporate Services, IT and HR Categories within the indirect spend on a GPO model, following a 7-step process from market research and analysis, Category design, strategy development, Supplier selection, Contract negotiation and Category execution

Renegotiated a 7-year Uniforms contract, increasing 0.5% the annual revenue and bringing to Members 10% cost reduction and 4%annual rebate. Facility Services

Designed and sourced the Waste management Category, developing and selecting an MBE Supplier for the NAFTA Region and bringing to Members up to 20% savings, and revenue to the Company for $3.9M for the first five years

Designed and sourced the Travel Management Category, providing our Company Members with the lowest rates in the market, program rebates, a Global Hotel Program and $1.5M in revenue to our Company in the first five years.

Designed and sourced the Meetings & Events Category, negotiating for our Company Members a preferred rate, 30 standard amenities, rebate program and a free analysis, bringing $5.8M in revenue for our Company in the first 5 years.

Designed and sourced the Small Parcels Category, negotiating for our company Members a preferred rate that is benchmark in the market, program rebates and a free analysis, bringing to our Company $2M in revenue for the first five years. Program includes Contract optimization and bill audit capabilities.

Designed and sourced the LTL (Less than a Truck Load) Category, negotiating for our company Members a preferred rate that is benchmark in the market, program rebates, free analysis and free access to a Transportation Management System (TMS), bringing to our Company $3M in revenue for the first five years. Program includes Contract optimization and bill audit and pay capabilities and TMS.

Sourced the Corporate Housing Category, negotiating a preferred rate for our Company Members.

EATON - REGIONAL MANAGER INDIRECT CATEGORIES 2007-2015

Reynosa, México

Responsible for developing and deploying strategy for all Categories within the Indirect spend for 26 Plants and $200M worth of spend through the Latin America and Caribbean Region. Following a 5-step sourcing Process from Market analysis, Category strategy, Supplier selection, Contract negotiation and Supplier deployment. Using spend analysis tools like Cognos to identify additional Cost Out opportunities. Priority targets were: deliver savings, increase Spend under management and increase MBE Supplier participation.

Started the function in the region, implementing 16 Categories across the region, consistently delivered 5% YoY savings, taking the spend under management to 75% and developing 2 MBE Suppliers

Designed and deployed the MRO Integrated Supply Program across 20 Plants, delivering 4% savings YoY for each Business Unit.

Sourced and implemented the Fleet Program for 300 cars under a leasing model, reducing the residual costs to 20% and generating savings for $500K

Sourced and implemented the Travel Program for the Region, implementing a TMC strategy and generating savings for $1M

Designed and implemented a Supplier Management process for the 16 Tier 1 and 2 strategic Suppliers, delivering a process with cycles of improvement and channels of communications across Divisions and Business Units

Implemented the Chemical Management Program with an MBE Supplier, consolidating all chemicals and lubricants for the largest manufacturing facility and delivering 7% savings YoY

Sourced and implemented Mobile phones for 1000 devices and land lines Program for 20 sites, delivering savings for $800K

DHL SUPPLY CHAIN - OPERATIONS MANAGER 2003-2007

Reynosa, México

Responsible for the operation of a 150K sqft Distribution Center under a DDU model for a dedicated Customer and 130+ Suppliers, developing strategy and Goals for a 200+ employee Organization and 7 direct reports, managing the P&L, Corporate Contract and Customer relationship and reporting operational and financial results to Corporate; and KPI’s to Customer on QBR’s and monthly meetings.

Startup project where successfully implemented all processes and procedures for the operation

Successfully relocated the operation from an 80K sqft facility to a new 150K sqft building, executing in 3 weeks with zero lines down for the Customer

Led the implementation of ISO 9000, obtaining the pre-certification and established the long term program

Sourced all the assets for the operation: racks, material handling equipment, services, and established the VMI programs for all packaging materials and consumables

DHL SUPPLY CHAIN - CS AND INVENTORY MANAGER 2003-2004

Reynosa, México

Responsible for a Team of 3 Customer Service reps, 1 Inventory Supervisor and 12 cycle counters to provide account management and inventory support to 120+ Suppliers and a dedicated Customer.

Started up the Operation and successfully implemented all processes for Customer service and a cycle count program, delivering 98% satisfaction levels and 99.5% inventory accuracy

Successfully managed Supplier Integration Process, integrating 100+ suppliers to the DDU model in the first 6 months

Set up a Call center, delivering 99% turnover time in 12-24hrs

Established Supplier Performance review and Customer Survey process, raising satisfaction levels from 70 to 95%

Reduced Stock losses from 100K to 10K through an effective cycle count process

Established an efficient cycle count process for 13K locations and more than 2K items, increasing the inventory accuracy from 70 to 99.5% and counting 100% of the items once per month

EDUCATION

MBA 2010

Tec Milenio, Reynosa, México

EBE Examiner 2010

Eaton, Detroit, USA

INDUSTRIAL ENGINEERING 1995

Universidad Autónoma de Tamaulipas, Tampico, México

ISO LEAD AUDITOR 2004

BSI, Dallas, Texas

GREEN BELT TRAINING 2003

Nokia, Reynosa, Mexico



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