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Customer Service Manager

Location:
Philadelphia, PA
Posted:
January 29, 2019

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Resume:

International Customer Support Manager * Sales Support Manager * Supply Chain * Project Management * Operations * Customer Success Management * Office Administration

Creating the hub of communication through which the manufacturer and its global customers can exceed their common goals. * Compliance oversight * Cross-functional team leadership * Contract negotiation * Full command of Microsoft Office including advanced Excel Pivot Table and VLookup, PowerPoint, Outlook, Access * ERP Oracle * QlikView* BI tools * Analyzation of data * Dedicated to pursuing APICS (CSCP) certification *

Increased efficiency * Defined standards * Designed and implemented new procedures.

Amenable to relocation and travel.

Professional Experience

July 2007 – August 2018: International Customer Support Manager, PLASSON LTD., a publicly traded manufacturer of PE pipe fittings for gas, water and waste-water infrastructures.

Delivered highest level of customer support to a base of 50 active global distributors accounting for $325M revenue and $30M net income in 2017, through in-depth understanding of manufacturing processes of 3 major product lines encompassing over 1000 SKUs of finished goods.

Streamlined material flow to and between 50 distributors and 10 subsidiaries on 5 continents ensuring dependable global supply to heavy industries dependent upon timely arrival of goods.

Prioritized movement of 25,000 pallets yearly including 6000 cartons weekly transported out of warehouse, 80% of which to subsidiaries under direct responsibility of the position.

Defined and oversaw procedures to ensure adherence to SOX (Sarbanes-Oxley Act) Compliance and Credit Risk Insurance requirements.

Applied in depth understanding of processes, attention to detail, and broad vision, fostering cooperation between departments enabling achievement of short and long-term goals.

Maximized capabilities of Oracle ERP, CRM and complimentary BI tools to enhance management and reporting of 1000s of order rows daily.

Established a network of cooperation from within the International Marketing Department interfacing daily with Export, Manufacturing, Supply Chain, Infrastructure, Finance and R+D, enabling proactive consideration of customer response to companywide initiatives.

Through emphasis on accurate reporting of accounts receivable, customer credit management, SOX compliance and maintenance of myriad complimentary aspects of international customer marketing, the distributor is ensured a trustworthy business partner invested in mutual success.

Minimized companywide hours spent on RMA through improved authorization and handling procedures.

2005-July 2007: Customer Support Manager, Salina Industries Ltd., major manufacturer and exporter of polypropylene packaging for the food and flower industries.

Maximized accuracy of order fulfillment by proactively guiding customers from pre-sales through finished product with extensive knowledge of manufacturing procedures.

Delivered price quotes and negotiated terms of sale.

Streamlined logistics of fulfilling requirements of 30 global customers requiring weekly dispatch of sea freight containers through leading coordination between operations, manufacturer, export and external subcontractors.

Accelerated Ethical Business company accreditation.

Introduced company website including defining goals and SEO oversight.

Generated marketing material.

1997-2004: Export Manager, Synel Industries Ltd., leader in Time and Attendance, Payroll, and Access Control Systems.

Streamlined export to 40 global customers through maximization of airfreight and courier services.

Reduced export and import costs through expert negotiation of INCO Terms, Letter of Credit Terms, Marine Insurance claims, and Credit Risk Insurance.

Improved on-time arrival of goods globally through exacting adherence to customer’s local Customs practices.

Introduced BI tools for integration with ERP.

Reduced legal costs through effective drafting of customer contracts.

Streamlined RMA processes.

Expanded communication between Marketing, Finance, Tech Support and R+D ensuring highest customer satisfaction.

Generated daily backlog reports and their analysis for needed action.

Education:

Bachelor of Arts, Rutgers University, New Brunswick New Jersey

Professional Enrichment:

2012-Present: Sole Proprietor e-commerce business. Utilization of e-commerce tools including BigCommerce, Volusion, MailChimp, WordPress, PayPal, Google Ads, SEO tools.

Professional courses in the field of Import and Export.

Ongoing course enrichment in the fields of Negotiation, Customer Support, Marketing, Letter of Credit, Marine Insurance, Internet Marketing.

Dedicated to pursuing APICS certification.

Additional Languages: Fluent Hebrew, Spanish

Security Clearance: Various authorizations from Israeli Government for work in export of military vehicles at Israel Automotive Industries as well as work in Israeli Consulate of Toronto.



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