Customer Service Manager

Bruce P. Brzoska

*** ********* **, ********* ****, Georgia 30269

770-***-**** Home & 678-***-**** Cell

***********@*********.***

Senior Management: GM, Director, VP

Operations Management, Customer Service, Supply Chain, Logistics

Dynamic and energetic leader with extensive experience in operations

management, organization development, program management, sales and

solution delivery for various corporations. Ability to provide tactical

leadership with a strategic mindset. Subject matter expert proficient in

international business, team building, staff management, policy and

procedure development, problem resolution and risk management using

innovative market solutions. Customer focused-driven leader able to

successfully orchestrate complex relationships and work environments,

fueling greater partner loyalty and fewer channel conflicts using superior

relationship and management skills.

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Areas of Expertise

Business Reengineering - Budget and P&L Management - Cultural Change

Agent - Leadership - Team & Consensus Building

Profit Growth - Project Management - Systems Implementation -

Operations Turnaround - Quality & Process Improvement

Sales Minded - Relationship Management - Cost Avoidance - Employee

Development - Multi Facility Manager - Strategic Planner

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BUSINESS EXPERIENCE

Syncreon August 2009

to Present

General Manger of Operations East January

2012 to Present

Syncreon is a European 3rd party logistics provider specializing in

providing supply chain solutions to the telecommunications, automotive

industry and consumer electronics industries. This position is responsible

for overseeing twelve multi-customer facilities and two customer

service/planning departments in the Eastern US, which contributes over

$41.25M in annual revenue. Providing effective leadership, communication,

direction and team development to facility managers and team members.

Responsible for the management of technical services, customer service &

production. Ensures that the appropriate resources are assigned to all

accounts and that services provided meet or exceed KPI's. Maintain a

profitable P&L by customer program and facility, as well as setting

budgets, negotiating contacts and generating pricing. Achieve planned

earnings, growth and expansion of business within the facilities. Works

with key account decision makers to set mutually beneficial annual goals

and strategize to increase utilization of all services and programs,

meet/exceed budget goals and ensure customer satisfaction. Lead QBR's to

ensure program effectiveness through customer metrics and to alignment with

customer strategy, as well as exploring potential growth opportunities.

Provide escalation path and supports flawless customer execution and

problem resolution, along with a strong focus around employee wellbeing and

safety.

Achievements

* Discovered & corrected UOM system error that will generate $635K+

annually in revenue

* New facilities start up; came in $304K under budget; turned profit

in less 90-days

* Generated $3.15M in new business revenue

* Championed facility 5s and standardization process

* Implemented companywide operations certification and training

program

Sr. Account Manager July

2011 to January 2012

This position is responsible for the account management of all non-

corporate accounts, which contribute over $12M in revenue annually. Leads

day-to-day management of programs, and is also responsible for the

execution of all services to meet or exceed established metrics, the P & L

associated with the customer, achieving the planned earnings and the growth

and expansion of business within the customer. Works with key decision

makers of designated accounts to set mutually beneficial goals and

strategize to increase utilization of all services and programs,

meet/exceed budget goals and ensure customer satisfaction. Responsible

for developing and maintaining business relationships through effective

communication within all levels of account. Conduct Quarterly Management

Reviews to review program effectiveness through customer metrics.

Negotiate pricing, write SOW and addendums and resolve any performance

discrepancies. Proactively evaluates the customer needs and initiates

proposals for solutions that meet those needs. Identifies and maintains

vast knowledge of customer's business, competition, and latest industry

news and trends. Directs account project management and champion's

customers' programs and initiatives.

Achievements

* Generated organic growth in excess of $3.5M dollars in revenue.

* Directed the implementation and migration of systems in multi-

facilities operations to account SAP WM system

Sr. Regional Plant Manager Atlanta & Chicago

August 2009 to July 2011

This position is responsible for the general management of the Atlanta &

Chicago distribution centers, EHS, transportation, regulatory & ISO

compliance, as well as the repair and refurb departments, servicing

multiple accounts regionally, in conjunction with the P&L. Responsible for

national account management, organic growth, QBR's, SOW compliance in order

to exceed existing client needs. Partner with Sales to secure new

business. Develop pricing for RFP's and profit objectives for new and

existing accounts; implement strategy to attain goals while resolving

business issues. Provide leadership, direction and career development

support to team members. Conduct root cause analysis and track KPI's to

ensure flawless execution to achieve goals. Provide frequent, open

communication while maintaining an open door policy and a floor presence.

Drive, develop and implement process improvements in customer service,

operations, processes, technologies and associate developments. Ensure

best practices are maintained while utilizing trending analysis.

Achievements

* Re-negotiated nationwide contracts on all material handling

equipment, annual cost savings $329,000

* Redesigned Atlanta facility operations & processes, adding $300k+

annually to EBITDA

* Increased Chicago facility ISO audit from 64.7% to 92%

Satair USA Inc.

Director of Customer Service & Supply Chain for the Americas

January 2007 to April 2009

Manager, North & South American Operations

January 2007 to December 2007

Satair, a European company, is the global leader in the distribution of OEM

and aftermarket parts in the aerospace industry. This position is

responsible for directing the overall operations and running the business

in conjunction with P&L requirements. Set and achieve financial targets.

Negotiate contracts and performance measures with all vendors, and provide

internal-external conflict resolution. Manage RFQ and bid process. Manage

and develop relationships with international customers, OEM's, suppliers,

and supported sales and marketing strategies through the use of CRM's.

Assisted sales in marketing and selling new product lines to existing

accounts, while cold calling selected customer segments. Responsible for

annual budget generation, inventory turns and planning, sales forecasting,

process development and implementation. Create relevant monthly reports to

keep senior management informed of changing market and customer conditions.

Work with senior management to develop and achieve global marketing and

sales objectives.

Achievements

* Directed the implementation, training of all associates, and

redesigned all work flows in support of US operations SAP

conversion.

* Developed, created, and trained associates on ISO procedures to

attain ISO 9001:2000 (AS9120) and ATA100 certification.

* Implemented and wrote ITAR policies and procedures; saved over

$750K in US Customs fines.

* Increased Brokers sales by 41%, adding $580K in additional revenue.

* Implemented process improvements to reduce operational costs by

$650K

* Reduced inventory errors by 81% and increased shipping accuracy

73%.

* Wrote and implemented safety manual and program.

* Increased call center quote to order ratio 42%

* Increased warehouse productivity 99%

Kenco Group Inc.

General Manager May 2006 to

November 2006

Kenco is a national third party logistic firm. This position is

responsible for directing the day-to-day activities of the General Electric

appliance warehouse. Managed over 100 hourly associates, managers and

supervisors in a, 24/7, 800,000 sq. ft. warehouse operation. Controlled

and conducted higher-level tactical manpower planning and monitoring

productivity levels on an activity-by-activity basis to exceed daily and

monthly productivity objectives. Set strategic goals and objectives and

oversee implementation of process improvements. Track daily and monthly

P&L performance, control costs, and establish facility budgets.

Achievements

* Implemented process improvements to reduce damage cost by 67%,

annual cost savings $800K

* Re-engineered Recoup department to reduce handles by 60%, to

increase throughput.

* Documented and created facility SOP/Best Practice Manual.

Atlantic Envelope Company

Operations Manager Atlanta & Charlotte facilities

April 2004 to March 2006

AECO is a leading manufacture and distributor of commercial and retail

envelopes. Responsible for leading and directing the day-to-day

activities of the Operations Team, consisting of 40 team members. Manage

the overall flow of materials in and out of the facility. Direct and lead

Purchasing, Estimating, Graphics, Customer Service, Production Scheduling,

Make Ready, Inventory and Warehouse activities. Recommend and implemented

measures to improve methods, performance and quality of products, to

increase efficiencies in support of Six Sigma. Review and analyze reports,

records, and confer with managers/supervisors to obtain data required for

planning activities for new account start-ups, product introductions and

supporting commitments of Sales. Approve all estimates and new product

pricing, as well as preparing monthly and annual budgets.

Achievements

* Eliminated $78,000 of obsolete and expired contract inventory, by

instituting share program with sales rep.

* Reduced operations expense per order from $181 to $111, resulting

in an annual cost savings of over $1M.

* Led facility consolidation, which was budgeted to lose 30% of our

business ($6M). No business was lost.

Fresh Express

Director Order Management East, Morrow, GA. November

1999 through March 2004

Sales & Customer Service Manager, Franklin Park, IL.

March 2000 to November 2001

Scheduling & Forecasting Manager, Franklin Park, IL.

November 1999 to March 2000

Fresh Express is a manufacturer and distributor of packaged produce and

food service items. Responsible for directing Eastern demand and order

management, capacity planning, system implementation, staffing and

forecasting for five manufacturing facilities to achieve the highest levels

of service at the optimal cost. Manage the day-to-day operations of the

East Customer Service Department, consisting of twelve associates and

supervisor. Providing 24/7 national management direction and support in

resolving supply chain opportunities. Prepare regional budgets; with P&L

responsibilities. Establish, standardize and implement national and

regional SOP's and corporate initiatives, while training and re-organizing

operational departments of newly acquired acquisitions. Manage and direct

the introduction of new products to avoid supply chain failures. Direct

new account start-ups and conduct on sight training to prevent service

breakdowns and increase operational efficiencies.

Achievements

* Implement order entry Even Tier program, with customers, to

increase warehouse efficiencies and reduce loading errors.

* Developed base and ad forecasting process to reduce D&D by 63%,

annual cost savings over $1M.

* Implemented 10:30AM order entry initiative, which reduced Production

changeovers by 47%.

* Created Regional Call center Customer Service department and team

working environment.

Fuji Photo Film, Graphic Systems Division, Itasca, IL

Master Planning & Logistics Administrator

December 1992 to November 1999

Importer and manufacturer of graphic art films and chemicals for the

graphic art industry. Through the use of a DRP system, this position was

responsible for managing and purchase all domestic and international SKU's

monthly, with varying lead times, in support of sales and marketing.

Establish multinational business relationships and manufacturing capacity

plans and schedules. Managing and maintaining inventory levels, which are

consistent with corporate targets. Manage multiple channels of

distribution and provides training to channel members. Manage twelve

distinct product lines at three locations, with over 20,000 SKU's valued at

$120 million. Manage new product introductions and conversions. Provide

direction on new account start-ups and changes in consumable demand.

Authorize pricing to eliminate slow moving, dated and obsolete inventory.

Achievements

* Reduced annual D&D by 38%, with an annual savings over $300,000.

* Increased inventory turns from 1 per year to 4 per year.

* Reduced backorder rated by over 60%.

Education

Syncreon Six Sigma - 2010

Green Belt Certified

Breakthrough Management Group - 2005

Six Sigma Yellow Belt Certification

Webster University, Deerfield Campus - 1999

Master Business Administration

DePaul University College of Commerce - 1995

Production and Inventory Control Certification

Northeastern Illinois University - 1992

Bachelor of Science Degree in Finance

SYSTEMS APPLICATIONS SKILLS

MRP, DRP, ERP, BAAN, AS400 & SAP, Lotus Notes, Outlook, Excel, Word, &

PowerPoint

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