Customer Service Manager

LAWRENCE ARTHUR MULL, III

*** ******* **** • Athens, Georgia 30607

Phone: 404-***-**** • E-mail: ********.*.****@*****.***

Education

B.S. in Business Administration – Marketing

University of Southern California

Work experience

Customer Service Manager, AmeriPride Services, Watkinsville, Georgia

March 2013 – Present

Accomplishments

Increased rental revenue 122% and direct sales revenue 15% within the first full quarter of

management; current 2014 year to date growth is 39%

Initiated a rental and direct sales promotion across the Southeast Region that generated a

3500% ROI

Responsibilities

Manage a sales district that provides rental and direct sale services to over 600 customers

Negotiate pricing and service agreements with new and existing customers to secure long

term revenue

Compile and report scorecards to promote visibility, accountability and success

Supervise, mentor and develop a team of 4 Customer Service Representatives, managing all

activities, including goal setting, training, problem resolution, and perform evaluations

Cargill, Inc. – Dressings, Sauces, & Oils Business Unit, Gainesville, Georgia

Customer Service Supervisor (June 2011 – February 2013)

Accomplishments

Developed materials and facilitated 2 week training sessions in contract entry and validation,

the futures market and position management

Created a model utilizing the principles of activity based costing to determine the cost per

order and amendment entry increasing productivity by 67% while realizing a 19% decrease in

overtime

Responsibilities

Supervised the entry and amending an average of 150 Contracts and 140 orders on a daily

basis

Responsible for maintaining the accuracy of contracts and orders to minimize P&L and

position impacts and maintain proper margins

Collaborated with Trading and Supply Chain to generate continuous improvement solutions

that lowered costs and maximized profits

Partnered with account managers to create customer specific contract pricing solutions while

adhering to established policies

Improved performance of a team of 8 Customer Service Representatives through goal

setting and creation of professional development plans

Contract Administration Supervisor (March 2010 – June 2011)

Work experience

Accomplishments

Demonstrated the amount of duplicate effort in maintaining 2 enterprise resource planning

systems, leading to the elimination of 1 system and saving the Business Unit over $1 Million in

personnel cost and licensing fees

Utilized daily and monthly scorecards to support business decisions leading to a 75%

decrease in overtime and a 99.7% accuracy rate

LAWRENCE ARTHUR MULL, III

530 Brassie Lane • Athens, Georgia 30607

Phone: 404-***-**** • E-mail: ********.*.****@*****.***

Responsibilities

Supervised the entry and amending an average of 250 contracts with an average value of

$40 Million on a daily basis

Generated daily and monthly scorecards to evaluate accuracy for sales and purchase

contracts

Point of contact to resolve contract discrepancies and policy deviations with the Trading,

Sales, Accounting and Customer Service teams

Trained and managed the development of 7 Contract Administrators

Contract Administration Team Leader (August 2008 – March 2010)

Accomplishments

Consolidated Purchase and Sales Contract entry from 3 different locations and 15

Administrators to 1 location and 7 Administrators

Created Contract Administration Manual to document detailed work processes and designed

standardized forms to improve communication between business functions

Evaluated, designed and implemented new departmental structure which increased

efficiencies

Responsibilities

Served as liaison between Contract Administration, Trading, Sales, Accounting and

Customer Service teams for TriplePoint enterprise resource planning system

Designed metrics that measured efficiency, accuracy rate and adherence to policies

Responsible for training Contract Administration Team on the TriplePoint enterprise resource

planning system from initial introduction through full implementation

Product and Sales Manager, Jeremie Corporation, Atlanta, Georgia

September 1999 – August 2008

Accomplishments

Implemented new electronic order taking system resulting in a 50% increase in orders and

an 87% decrease in order processing time

Streamlined processes which decreased the product development cycle 65% from 4 months

to 6 weeks

Responsibilities

Managed 4 designers responsible for the creation of over 600 new products for a wholesale

manufacturing company with $3 Million in annual sales

Responsible for over 30 large house accounts, handling price negotiations, approving

purchase orders and ensuring compliance with specific packaging, labeling and shipping

instructions to minimize vendor chargebacks

Generated weekly and monthly allocated inventory and sales reports to ensure an adequate

supply chain and prevention of zero stock

Trained all departments on new product introductions, quality control issues, packaging

requirements and existing products changes

Computer Skills Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook and Access), ABS Laundry

Solutions, Commodity XL, Adage, Order Stream, Profits, SAP Crystal Reports, Microsoft

Vizio, Microsoft Front Page, Type 70 words per minute.

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