Customer Service Manager

SHELDON B. JOHNSTON

**** ****** ***** ***** ********, OH 43026

614-***-**** **********@*********.***

OVERVIEW A dedicated professional with an exceptional track record in the delivery of critical

organizational objectives and customer-focused solutions, with functional expertise in a

variety of key roles including account management, sales, project management and

operations.

Account Management – Consistently achieved excellent results for account growth and

retention. Planned and implemented custom manufacturing, distribution and expedited product

delivery programs from initial client request through final product shipment and delivery of support

services to industry leading Fortune 100 accounts including Oracle, Hewlett-Packard, ExxonMobil

and other industry leading organizations.

Supply Chain Systems – Oversaw the performance and quality of regional and global multi-

carrier shipping programs for overnight express and time -critical same day delivery services.

Added initial revenue increases of 12% to operating margins through the implementation of

demand managed procurement practices.

Project Management – Managed end-to-end project oversight with client, internal and outside

suppliers for logistics solutions, print packaging and graphic services, software production and

assembly, from concept to fulfillment and delivery of finished materials.

Operations - Utilized an integrated approach for order management, which improved production

information flow and enhanced the performance of purchasing, client services, production

scheduling, manufacturing, inventory control and quality assurance. Instrumental in company

start-up operations, process development and work-flow management.

Leadership - Strong leadership skills applied to interviewing, hiring, training and leading cross

functional teams, while motivating colleagues and subordinates toward achievement of company

and client objectives. Proactively engages with all levels of the organization to drive process

improvements and set expectations to ensure complete customer satisfaction.

Communications - Excellent interpersonal and presentation skills used to establish rapport and

communicate effectively with all levels of internal management, client and vendor organizations.

EXPERIENCE

DHL/Exel Supply Chain Columbus, OH

2006 – 2013

Key Account Manager / Operations Program Analyst

Responsible for the oversight of successful performance for time-critical 3PL same day and

overnight delivery services and regional warehouse networks, which supported logistics and

supply chain programs for Fortune 100 computer hardware and telecom clients.

Applied strong analytical skills to identify opportunities to improve the overall operational

efficiency that met and exceeded both client and company objectives.

Worked collaboratively in a cross-functional role to achieve excellent results in all aspects of

strategic customer relationship management, implementation of global ERP/WMS launches,

contractual performance requirements (KPI), vendor managed solutions, corrective &

preventative action, increased operating margins and process improvement initiatives.

Developed and implemented procedures that achieved >99% on time account receivable

payment performance.

SANYO LASER PRODUCTS, INC. Columbus, OH / Richmond, IN

2002 - 2005

CD-ROM, DVD software and audio CD production

Regional Sales Manager

Responsible for the development of new client relationships for an industry leading Compact Disc

and DVD manufacturing company.

Initiated new business relationships with Brighter Child Interactive Software, Baker & Taylor

Publishing, Abacus Software and other software media clients.

Increased regional unit sales volume by 36%.

3M / IMATION / METATEC Milpitas, CA / Dublin, OH

1996 - 2002

An international supplier of CD-ROM manufacturing and fulfillment services to computer software,

hardware and information publishing companies.

Account Manager / Senior Project Manager

Successfully managed client relationships with combined annual revenues of $9 million.

Responsible for the development, training and direction of service teams, which focused on

customized solutions for client software distribution & fulfillment and web-enabled services.

Added additional program revenue through demand -managed procurement methodologies.

Directed build-out and production start-up of new distribution and fulfillment facility, ahead of

schedule and under budget.

Coordinated operational unit’s conversion to global enterprise network, while ensuring

operational continuity through multiple global locations.

Improved on-time delivery performance to over 99% by introducing optimized forecast,

capacity planning and scheduling practices.

AMERIC-DISC / TRYPTYCH CD Modesto, CA

1994 - 1996

A supplier of CD-ROM manufacturing and packaging services to software and data publishers .

CD-ROM Service Manager

Supervised a team of 4 customer coordinators and 2 production support associates.

Designed, then implemented initial procedures for order processing for start-up operations.

Provided on-going development and improvement of work-flow processes, while performing

ongoing capacity planning and production oversight to ensure on-time delivery.

Solicited, created and successfully submitted proposals for government contract publication

programs.

Lancaster, PA

KAO INFO SYSTEMS / AMERICAN HELIX

1992 - 1994

Produced CD-ROM and Audio CD products to software publishers and music labels.

Customer Service Manager

Managed customer service department with a staff of 9. Directed the fulfillment of client projects

including CD manufacturing, audio cassette duplication, graphic design and printing services.

Contributed to expansion and transition efforts resulting from corporate acquisition. Additional

duties included production scheduling, quality assurance and on -time delivery performance.

Plano, TX

DISCTRONICS / MEMORY-TECH

1987 - 1992

Customer Service Coordinator

Responsible for all encompassing project management for turn -key replication and packaging

services to the music industry for major label accounts.

EDUCATION AND TRAINING

B.S. Business Administration – Madison University

APICS-Certified Supply Chain Professional (CSCP - In Progress)

Highly proficient in PC & Network Applications, including Microsoft Excel / W ord / Project / PowerPoint /

Outlook / JBA–AS400 / CompuFac / SalesForce.com / Adobe Illustrator / Project Place / e-Share

Professional T raining: Accelerate / Miller-Heiman / Dale Carnegie / Sales Leadership Training / Zenger

Miller / Franklin-Covey / Leadership 2002 / Exel Leadership Development Training / HNP-Negotiation

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