Customer Service Manager

**** *. ******* *****: 217-***-****

Club Rd. Apt. #201 E-mail: ******@*****.***

Robert P. Davis Decatur, IL 62521

Professional An experienced manufacturing professional with an extreme desire to contribute to the productivity and

Profile proficiency of a progressive company. A conscientious individual with a strong work ethic and the ability

to interface with others at all levels. Possess a valuable blending of creative and analytical abilities that

combine efficiency with imagination to produce bottom-line results. Able to work independently within

fast paced environments while demonstrating strong leadership qualities.

Strengths Supply Chain Management Resource Management Supplier Development

QS and ISO 9000 Lean Manufacturing Systems Project Planning and

Implementation Kaizen, Kanban Management

Strategic Business Planning Cost Analysis and Control Continuous Improvement

Organization and Time Staff Development and Bottom Line Profitability

Management Leadership

Employment Industrial Distribution Group, Inc. (GSI Locations) – 1004 E. Illinois St., Assumption, IL 62510 6/13

History – Present

Site Manager

Establish and maintain a Professional relationship with key Customer contacts

Attend regular Customer production meetings

Work with supplier representatives to improve processes through improved products and

technology

Work with Customer regarding forecasts, dead stock, obsolete inventory, and excess

inventory

Monitor inventory levels- service levels; Approve all stock adjustments

Train and Coach all associates in SOP/JWI’s

Komatsu America – 2300 NE Adams St., Peoria, Illinois 61614 8/12 – 6/13

Sourcing Specialists

Member of Special Project Team (LOP) implementing Line-On changes for Australian bound

trucks.

Work closely with all the commodity Sourcing Leaders in an effort to reduce costs.

Responsible for domestic casting suppliers that had been having quality issues and worked to

improve both their quality and delivery performance as we were able to streamline their

processes.

Travel and review supplier processes, machinery, fixtures and overall condition of their facility.

Safety Storage Inc. – 855 N. 5th St., Charleston, Illinois 61920 9/10 – 8/12

Materials Manager

Work closely with Operations Manager on establishing timelines for scheduling receipt of

materials.

Manage Purchasing personnel and also responsible for coordinating our year-end physical

inventory.

Continue to lower our cost of materials by providing annual steel usage, and working with both

existing and new suppliers to acquire product that will allow us either a cost reduction or cost

avoidance.

Instituted a VMI program by having a vending machine installed which provides 24 hour access

to small dollar materials eliminating potential down time.

Team Leader on 2 successful 5S Kaizen event.

Lean Manufacturing trainer on all future events.

Coordinate and advise Accounting on weekly payments to key suppliers. In addition lead

department meetings and sit in on weekly meetings with upper management.

Volt Services (Caterpillar) – 27th St. & Pershing Rd., Decatur, Illinois 62525 5/07- 12/08

SPPC Coordinator

Collaborate and work with suppliers on NPI projects to derive the most efficient and

economical way of manufacturing the part while staying within budgetary monies.

Acquire cost estimates and lead time from qualified suppliers for proto, pilot and production

build parts as well as production tooling.

Responsible for informing the suppliers of all engineering changes by conducting SameTime

collaboration meetings and would visit the supplier when necessary to verify project status.

Work with each supplier to establish timelines (Gantt Charts & PSO Schedules) for meeting

Caterpillar’s prototype, pilot and production build dates and follow their progress closely by

conducting weekly teleconference calls when necessary.

Work with GP in sourcing family parts to same supplier, therefore eliminating the total # of

suppliers needed and leveraging ourselves with our preferred suppliers.

Was part of the initial decision making process and the implementation of the TeamCenter

software package. Team Center encourages communication between departments by

requiring buy-in or sign-off’s from many internal departments prior to a part becoming viable.

Work closely with design engineers to develop workable models and then communicate with

the supply base to acquire their acceptance while maintaining Caterpillar’s high standards of

quality at a reasonable and fair price.

SPPC department was responsible for acquiring all information for the duration of the product

(PLM), from the design engineering, to building prototypes and then to final production as well

as the assembly process.

Green Valley Mfg. – 100 Green Valley Dr., Mt. Zion, Illinois 62549 9/06 - 4/07

Operations Manager

Responsible for all facets of the product from the supervision of the engineering dept. to

efficiently manufacturing the product to final buy-off and delivery.

Prioritized production based on feedback from sales, engineering and accounting.

Lead weekly production meetings and initiated weekly meetings with all shop floor personnel.

Successful in implementing 5-S in both the shop and office areas.

Improved shop morale by having the stairs, break room and the entire interior shop floor walls

and ceiling painted which had not been done since the building had been constructed.

Increased much needed floor space by adding pallet racks and relocating machinery.

Initiated a VMI program for our large volume/small dollar fittings.

Also played a major role in the human resource department.

Henry Technologies – 701 S. Main St., Chatham, Illinois 62629 1/04 – 9/06

Purchasing Manager

Commodities purchased: Steel tubing (2”-16”), brass forgings, steel forgings, bronze castings, cast

iron castings, stainless steel castings, machined valves and stems, stamped parts, filters, springs,

small fabricated parts, electric switches, gaskets, o-rings and fittings.

Material resource planning (MRP) via our BPCS software system was the primary source for

driving demand and procuring ‘BOM’ material.

Examined supplier base and increased the number of machine shops needed and consolidated

suppliers where appropriate.

Qualified and negotiated price and terms with new suppliers. Negotiated terms and increased

number of vendors offering open terms by over 100%.

Succeeded in outsourcing hundreds of machined valves utilizing both domestic and international

sources. Sourced material from Italy, Taiwan, China, South Korea and Mexico.

Wrote and introduced the 5S guidelines for the office area.

Established delivery priority and appropriate order quantities in conformance with supplier lead-

time and price breaks to ensure availability of parts for production usage as well as maximizing

margins.

Managed two directs and coordinate operations of the purchasing department that directly impact

the plant production objectives (i.e. Kaizen, Kanban and VMI) and quality requirements.

Developed and implemented a supplier rating system.

Played a major role in reducing inventory by 42% ($7M vs. $4M) over the 3 years.

Sourced two complete machined parts overseas and saved 30% & 66% from the original cost.

Analyzed staffing requirements and eliminated unnecessary costs (overtime) in my department.

Airfloat / HSI Systems, Inc. – 2230 Brush College Rd., Decatur, Illinois 62526

8/93 – 6/03 Purchasing/Materials Manager

Commodities purchased: Structural steel (angles, flat bar, channel, rd. bar and I-beams), steel

plate and sheets, pneumatic valves, air hoses, motors, engineered chain, drum pulleys, conveyor

belt, pillow block & flange bearings, machined keyed shafts and electrical equipment.

Initiated annual contracts where applicable and implemented a steel consignment program

supporting our laser machine operation.

In an effort to maximize margins, developed and issued an annual contract for the top 20 steel

commodity items. This had a major impact on the company’s profitability in 1995 and beyond.

Managed up to 5 directs and coordinated operations of the purchasing department that directly

impact the plant production objectives, cost constraints, and quality requirements. Supported all

continuous improvement ideas and programs. Material was procured via job packages/drawings.

Established and implemented supplier performance standards and evaluation.

Involved in writing the purchasing work instructions and implementing the procedures for our ISO

9000 quality system.

Managed the shipping and receiving departments as well as coordinated the end of year physical

inventory for six years.

Mueller Company – 500 W. Eldorado St., Decatur, Illinois 62522 1/88 – 5/93

Inside Sales Manager / Customer Service Representative

Part of the first centralized customer service/marketing department that was established in Decatur,

IL in 1988.

As customer service representative made trips to my key accounts in the Southeast region. These

meetings allowed for key customer personnel in the field to express any concerns or feedback

regarding quality of the product or customer service.

Supervised a staff of four customer service employees. Communicated regularly to the Sales

Manager, Sales Reps in the field and Upper Management.

Answered technical questions from customers, municipalities and engineers regarding Mueller’s

products appropriate uses and specifications.

Morgan Distribution - Decatur, Illinois (No Longer Operating) 8/86 – 1/88

Inside Sales Representative

Offered world class customer service.

Processed phoned in orders as well as faxed orders and followed them through our production

process.

Expedited orders and would help load the truck if necessary to satisfy a customer’s needs.

Managed, coordinated and handled all branch transfers between our facility and two other

locations.

Played a lead role in year-end physical inventory.

Education Millikin University, Tabor School of Business, Decatur, Illinois 1986

Bachelor’s Degree in Business Administration

6 Sigma Green Belt Certified

Computer Microsoft Windows, Office, Outlook, Excel, Word, Power Point, BPCS Software, Avante Software,

Experience Made 2 Manage Software, BAAN, Lotus Notes, Team Center/Workflow, IBM Lognet, EPIX,

SameTime and Application Sharing.

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