Customer Service Manager
Resume:
Jill M Ory
**** ***** ****, ***** ****, TX *****
*******@*****.***
Jill Ory - Page 1 of 3
Forecast Analyst Purchasing Manager Buyer Planner Procurement Experience in Forecasting, Strategic Purchasing, Vendor Relationships, Negotiation, Inventory Management, Process Development and Continuous Improvement, Sourcing, Sales Analysis, Materials Management, New Product Development, Supplier Management, Leadership, Customer Service, Team Collaboration Leading quality companies to increase profits and superior customer satisfaction through strategic purchasing, strong forecast management, and CPIM knowledge
Skills Highlights
Forecasting: Achieved 98% fulfillment rate in US market (99% fulfillment rate in UK) through building, reviewing, adjusting key customer forecasts such as Petsmart, Petco, Amazon and Chewy to ensure proper purchasing levels (KONG Company LLC)
Cost Containment: Sought out and secured VMI and Kan Ban program reducing purchasing man hours by 200+ yearly and maintaining 2011 costs. (KONG Company LLC)
Problem Solving: Decreased paper flow 85% by creating first-ever database for tracking returns and credits. Allowed access company-wide for updates and analysis of quality issues (Icelandic Design) Analytical Thinking: Provide quantitative analysis of core product to evaluate needed production capacity and short- falls (KONG Company LLC)
Customer Service: Achieved 45% decrease in customer service processing by creating a standardized return policy, speeding receipt of credit to customers and increasing customer satisfaction (Grif-Fab Corp.) Professional Experience
KONG Company LLC Forecast Manager/Purchasing Manager Golden, CO 1/2005 – 9/2018
Managed forecasting and purchasing team of four, and directed $75M in purchasing for 1325+ SKUs for three US warehouses and two overseas subsidiaries for $130M Dog and Cat Toy Company.
Achieved 98% fulfillment rate in US and 99% rate in UK through analytical forecast models using data of historical movement, seasonality, researching trends for product lines and stakeholder input to adjust demand forecasts and purchasing policies.
Achieved 100% on-time new product launch as the Product Manager for KONG Company Limited (U.K. subsidiary). Activities include: advising on best products to launch based on performance metrics in US market, assisting in developing launch calendar, forecast planning, and initial purchase orders.
Interfaces weekly with key suppliers to plan manufacturing schedules. Achieved a 15% efficiency gain by reducing mold or line changes in accordance to actual item needs.
Provide quantitative analysis required for the strategic direction and capacity planning for manufacturing division that initiated the process for investing in additional machinery circumventing predicted shortfalls.
Negotiated contracts for a Vendor Managed Inventory (VMI) program & Kan Ban Programs that reduced cost increased, resolved issues of stock outs, reduced purchasing time by approximately 252 hours a year.
Interfaces and issues forecasts as needed to suppliers with capacity constraints to solidify the reservation of needed manpower and/or aid in planning machine capacities to achieve 100% fulfillment of inventory needs. Jill M Ory
3109 Diego Cove, Round Rock, TX 78665
*******@*****.***
Jill Ory - Page 2 of 3
Proactively work with software development team to: aid in improvement of system usability, processes, forecast methods, inventory reports, and data integrity.
Actively provides training and coaching of forecasting software and purchasing strategy to personnel globally.
Held Product Management role for rubber category, grooming category, and tennis category effectively fulfilling needs for product launch, special orders, and customer private label product
Actively develops and modifies strategies for forecast management, inventory targets, and purchasing.
Globally sourced/lead procurement process for blending and packaging services, wire and corrugate displays, marketing materials and other items or services needed for special projects.
Awarded a Project Manager position for new MRP software implementation due to strong interpersonal communication skills and ability to work collaboratively with multiple groups within the organization. Icelandic Design Customer Service Manager Longmont, CO 5/2004 – 10/2004
Lead customer service for specialty designer of artisan-knit sweaters of Icelandic tradition, serving 1,200 major retailers, including Nordstrom and Coldwater Creek. Managed ordering, returns, client relations.
Achieved 80% repair/resale of returns with rapid turnaround to maintain value of seasonal goods.
Created first-ever customer return policy. Mitigated revenue losses due to non-defect issues.
Developed thorough weekly analysis and reporting of customer concerns to top-tier management, allowing rapid response to positive and negative trends.
Grif-Fab Corporation Buyer/Planner Commerce City, CO 8/2002 -5/2004
Managed purchasing for two facilities for $20M pipe fabrication company with 75 staff. Supervised $3M in special customer orders. Directed $600K in purchasing, including $60 – 70K in MRO. Actively supported an additional $1.7M in purchasing decisions across 40 product lines. Maintained strong working relations with 65 key suppliers. Led return and warranty program.
Decreased stock outs 25%, allowing a facility one-third the size to be utilized as a full-service location. Additional facility increased customer base to include out-of-area customers.
Saved $5 – 10K and reduced hours-long return tracking process to mere minutes through creation of return/submission tracking database. User-friendly database accessible companywide.
Wrote policy and procedural guidelines for employee manual. Trained nine executives and staff.
Significantly decreased paper flow and billing delays by analyzing companywide job flow processes with a team of ten executives and staff.
Hanseatic Group, Inc. Marketing Assistant Albuquerque, NM 5/2001 – 2/2002
Administered marketing for major investment firm specializing in large accounts (ex. Chrysler Corporation retirement plan). Prepared bank and stock trade records for potential audits and digital storage. Provided monthly fund performance information to investors. Ensured accuracy of data for stock positions, purchasing prices, and marketing materials. Reconciled positions and pricing.
Ensured SEC compliance with written procedures for investment performance updates.
Compiled RFPs with detailed information on company performance for potential key investors.
Increased corporate visibility with third party marketers through creation of tracking database. Jill M Ory
3109 Diego Cove, Round Rock, TX 78665
*******@*****.***
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Education and Training
Bachelors in Business Management (BSBM), 2001
CPIM Certification class completion: Supply Chain Management, Scheduling and Planning, Strategic Management of Resources, Execution and Control of Operations, Master Planning of Resources. Technical Skills
Microsoft Dynamics NAV, MRP, ERP, MS Office: Excel, Word, Outlook, PowerPoint Service levels, vendor relationship, vendors, supplier relationships, specifications, investments, marketing, marketing management, Microsoft office, market analysis, product management, product quality, multi-tasking, multitask, customer needs, team building, negotiating
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