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Customer Service Manager

United States
November 13, 2018

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James Oliver

** ******* *****

Tarentum PA *****

Cell 724-***-****


Resourceful, adaptive professional seeking to obtain a challenging and rewarding career. That will create an impact in the following Manufacturing, Industrial, Commercial markets.


Buyer (Contract Position) 08/2018 – Present

Eaton Corporation, Beaver PA

Negotiate prices, terms, delivery, and conditions of purchase from suppliers for a variety of assigned commodities.

Implement controls to follow up purchase order, issue change notices, and catalog suppliers' prices and quotations in an efficient manner.

Request and analyze bids and approve suppliers.

Coordinate communication between engineering, operating departments and suppliers.

Prepare Purchasing Department reports and reviews.

Place Purchase Orders for Assigned Product Lines

Maintains accurate purchasing and vendor records

Coordinate and plan shipments from vendors

Performs other related purchasing duties as needed.

Procurement Analyst (Contract Position)

Carpenter Powder Products, Bridgeville PA 10/2017- 2/2018

Responsible for entering purchase orders from purchase requisitions including researching previous orders, and verifying pricing, delivery and availability

Sourcing all raw materials, MRO and services such as, Chemicals, Pumps, Motors, contractor services, etc., for the Bridgeville, PA. Tanner, AL and Woonsocket, RI facilities.

Raw material purchases of Tungsten and Tungsten products which include, but are not limited to, Tungsten Carbide powders, Tantalum, Titanium, Cobalt, Carbon, etc.

Evaluated bids, factoring in payment terms, shipping costs, discounts and recommended alternatives for contracts and purchase orders

Implemented change orders for changes in pricing, delivery, and quantity

Assist Accounting in processing orders and reconciling invoices

Negotiate and establish long and short-term blanket order contracts and supplier agreement of varying complexity

Support Strategic Projects

Develop and maintain relationships with suppliers and internal customers to ensure sustainability and future growth

Regular utilization of Market Intelligence to gain insight of current commodity market conditions and trends

Regular interaction with Executive Management

MRO Buyer/Lead Quotations Specialist

SourcePRO, Blawnox PA 5/2015 – 10/2017

Responsible for all MRO sourcing related activities

Support the maintenance of vendor/product database and related information

Coordinate supplier sourcing activities with SourcePRO Board of Directors to ensure strategic alliance

Assist in the resolution of pricing and supply issues with Supplier, Customer and SourcePRO Staff

Assist in coordinating all assigned program launches with designated account manager

Responsible for processing purchase orders, as required

Responsible for new item set-up process, as applicable

Responsible for new vendor set-up process, as applicable

Responsible to support SourcePRO on-site procurement staff

Responsible for year-over-year profitability improvements through strategic sourcing initiatives

Support Minority sourcing strategy and provide necessary reporting

Support Emerging Markets sourcing strategy and provide necessary reporting

Special Projects and other miscellaneous activities as-needed

Responsible for the supervision of assigned Customer Service Representatives

Responsible to maintain the Quote Tracker Database

Responsible for the assignment of customer accounts to applicable CSR’s


SMS Meer, Cranberry PA 4/2014 – 4/17/15

Place Purchase Orders for Assigned Product Lines

Receives, verifies accuracy and processes purchase orders

Place purchase orders based on requirements, cost, delivery, quantity and quality

Issues and manages purchase orders, order acknowledgements and ensures accuracy of promise dates

Maintains accurate purchasing and vendor records

Supports customer service and sales by providing updated information and solving quality issues

Improves procurement procedures

Coordinate and plan shipments from vendors

Performs other related purchasing duties as needed.

Sourcing Specialist

SMS Meer, Cranberry PA 4/2013 – 4/2014

Locate vendors of materials, equipment or supplies

Performing detailed cost analysis of components used by our customers

Prepare request for quotes and bids, analyze bids, and qualify new suppliers

Negotiate pricing / lead times with suppliers

Track and expedite purchase orders as needed, keeping all internal and external customers informed

Approval of quotes / Order acknowledgements

Create/submit purchase orders to vendors

Acknowledge Customers Purchase Orders

Maintain Product/Equipment Drawings and BOM’s within Database and Documentum.

Provide Customer Service for Technical Questions on Equipment or commercial parts supplied

Project Manager (Contract Position)

Mitsubishi Electric Power Products, Warrendale PA 1/2013 – 4/2013

Provide direct support to engineering project teams for global engineering business process development and implementation of activities for qualification of manufacturing products

Collaborative liaison with global and local engineering and quality groups

Assists project manager in managing project workflow

Assists in project tracking and reporting

Manage project documentation and training materials

Directly assist project team and collaborated with functional groups to improve supply chain lifecycle of electrical products manufacturing to distribution

Project Cost Analysis (Contract Position)

Vavco Oil and Gas Engineering, Butler PA 10/2012 – 12/2012

Ensure that project calculations reflect status of project, preparing change requests

Review / Analysis of estimated completion calculation of the project for budgets, forecasts and actual figures

Review / Analysis of variances between budget, forecast and actual figures in monthly reporting

Prepare and update monthly reports for project review

Coordination of budget / forecast

Ensures that major budget variances are quickly identified and analyzed

Projects Cost Engineer, Projects Management, Office Administrator

De-Cal Industrial Contractors, Youngstown OH 3/2011 – 3/2012

Responsible for controlling and monitoring project total expenditures including verification and confirmation of invoices and claims from suppliers, vendors and subcontractors to ensure that all project expenditures are captured and properly documented

Provide planning and cost control support to clients for all projects which includes variation reporting, monitoring of milestone progress to the preparation of customer project updates and billing requirements

Prepares internal monthly reports as project updates of the activities on a daily basis and register all project downtime, consumptions and related issues impacting the project(s) promptly to the project management team(s).

Coordinate with the project management team to resolve project related issues to ensure the accuracy of the project cost(s).

Performs review and compliance of subcontractor’s/vendor's quotations for confirmation of RFQ requirements in the preparation of service agreements

Regional Manager

BFS Companies, Morgantown VW 12/2009 – 6/2010

•Accomplishes regional objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees in assigned districts; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

•Achieves regional objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining regional sales system improvements; implementing change.

•Meets regional sales financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

•Establishes sales objectives by creating a sales plan and quota for districts in support of national objectives.

•Maintains and expands customer base by counseling sales representatives; building and maintaining rapport with key customers; identifying new customer opportunities. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.

•Accomplishes sales and organization mission by completing related results as needed.

Quality Assurance Inspector/ Auditor

McConway and Torley, Pittsburgh PA 6/2006 – 12/2009

•Prepares and distributes audit notification letters.

•Perform Internal and Supplier Quality Audits.

•Conduct audit opening meetings to clarify the scope and purpose of the audit.

•Conduct audit closing meetings to report the results to management.

•Documents results in Audit Reports and Corrective Action Reports.

•Submits recommendations to management regarding corrective actions and methods of compliance with quality requirements.

•Assist’s in developing Root Cause Analysis in support of the Corrective and Preventive Action process.

•Assist in the development, implementation, and maintenance of facility Quality Management Systems.

•Develop and revise quality documents (e.g., procedures, work instruction, forms), as needed.

•Train and mentor Quality Auditors and facility

Senior CAD Technician/Department Manager

Stetson Convention Services, Inc., Pittsburgh PA 3/2005 – 4/2006

•Managed electronic and hard copy CAD files

•Established Stetson with a national CAD file sharing network

•Managed design of show with Show/Event Managers

•Submitted drawings for occupancy approval by local fire marshal office

•Maintained and updated CAD files per building revisions and additions

•Performed field studies/site visits for various shows nationally


Exceptional listener and communicator who effectively conveys information verbally and in writing

Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes

Computer-literate performer with extensive software proficiency covering wide variety of applications.

Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects

Proven relationship-builder with unsurpassed interpersonal skills, motivates, mobilizes, and coaches employees to meet high performance standards

Results-driven achiever with exemplary planning and organizational skills, a high degree of detail orientation

Innovative problem-solver who can generate workable solutions and resolve complaints

Resourceful team player who excels at building trusting relationships with customers and colleagues


Axiom, P21, Microsoft Office, Excel, Access, Global Shop, SAP, Power Point, Documentum, AutoCAD, MicroStation, SXE, P6


Master of Business Administration 2009

Point Park University, Pittsburgh, PA

Bachelor of Science in Business 2007

Point Park University, Pittsburgh, PA

Associate in Specialized Technology/CAD 2001

Pittsburgh Technical Institute, Pittsburgh, PA

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