Customer Service Manager

Robert J. Desmarais, Jr. * Pelham St., Billerica, MA 01862 978-

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

CAREER SUMMARY

Production Management professional with a degree in Business and 20+

years of experience in manufacturing, distribution, route management

and grocery store management. Proven track record coordinating all

areas by managing operations, equipment and human resources.

Demonstrated success in Customer Service management, leading and

training employees and increasing productivity by ensuring

consistency and adherence to company policies. Exceptional

communicator able to build rapport with customers, vendors/suppliers,

management and support staff.

PROFESSIONAL EXPERIENCE

2014. CENTRAL METAL FINISHING, North Andover, MA

Precision finisher providing electroplating, anodizing and

coating services to the aerospace industry.

Production Manager (2007-2014)

. Directed the workflow of a 2 shift (100+ employees)

manufacturing operation providing electroplating, anodizing,

cleaning and coating services.

. Scheduled and coordinated metal finishing projects from

initial contact through to final shipment of finished

product managing personnel with respect to production

volume, quality, meeting delivery dates and on-time delivery

goals.

. Delegated duties to direct reports; 2 Production

Supervisors, Shipping & Receiving Supervisor, 4 Lead platers

and 70+ indirect employees.

. Managed accreditation, auditing and training for NACCAP, ISO

9001:2000 and AS 9100:2000.

. Established daily staff meetings with Supervisors to address

production, quality and process issues.

. Spearheaded several process improvement teams focused on

decreasing processing times, meeting or exceeding customer

deadlines and expectations while maintaining the highest

quality standards.

. Increased productivity, quality performance and yield

through the application of lean manufacturing processes and

continuous improvement.

. Performed quarterly employee evaluations assessing and

making recommendations regarding performance based on

safety/regulatory compliance and job knowledge.

. Increased OTD from 68% to 92% in one year.

Customer Service Manager (2005-2007)

. Communicated directly with major aerospace customers

including Raytheon, Boeing, Pratt & Whitney, NH Ball

Bearings, addressing issues regarding WIP, scheduling dates,

project status reports, etc.

. Managed activities for Shipping & Receiving, supervised all

CSR's delegating and overseeing performance.

. Increased customer satisfaction from 72% to 95% and was

promoted to Production Manager.

2005. S&H ENGINEERING, Chelmsford, MA

Prototype and design engineering, machining and manufacturing

firm

Production/Customer Service Manager

. Initiated all purchase orders, maintained job status reports

and customer reports.

. Obtained all materials, supplies and external vendor

services to meet customer quality, quantity and delivery

requirements.

. Scheduled and prioritized all work orders on machines,

monitoring and measuring production levels to ensure

customer satisfaction and on time delivery.

. Reviewed blueprints for material layout and utilized

precision instrumentation performing quality checks.

Robert J. Desmarais, Jr. 978-***-****

*******@*****.*** PAGE 2

2000. COCA-COLA, Lowell, MA

District Sales Manager (2004-2005)

. Directed the work of 10+ merchandising managers ensuring

products were well stocked and orders were forecasted.

. Ordered and maintained product inventories for a wide

variety of stores and businesses.

Merchandising Manager (2003-2004)

. Coordinated delivery of product for major grocery chains

including Market Basket, Stop & Shop and Donelans's.

Route Delivery Driver (1996-2003)

. Delivered daily throughout assigned territories in Central

Massachusetts.

. Held CDL license for bulk deliveries to major retailers.

1996. PURITY SUPREME SUPERMARKETS, Billerica and Tewksbury locations

Assistant Store Manager/Management Training Program (1990-1996)

. Performed all duties necessary for store operations; store

performance, control of cash, budget, inventory/security,

customer service and management of all staff.

. Tracked, analyzed and performed necessary corrective actions

to improve performance by forecasting weekly/daily sales

goals and meeting or exceeding established goals.

. Communicated sales goals and opportunities and monitored

department performance reporting any shrink or out of stock

issues needing to be addressed.

. Identified areas for improvement and cost control by

implementing action plans and procedures to address issues.

. Forecasted and created schedules monitoring labor to ensure

consistency with store sales, productivity guidelines and

wage budgets.

. Ensured compliance with all federal, state and local

agencies as well as maintaining company policies and

procedures including security, safety, food handling and

sanitation, weights and measures, refrigeration, wage and

hour.

Grocery Manager (1981-1990)

. Managed grocery, dairy and frozen foods for department

inventory, in-stock position, pricing integrity

merchandising, labor and other processes to company

standards.

. Ordered grocery products according to work plan and

standards to maximize sales and gross profits.

. Maintained and monitored store conditions, presentation,

customer relations and associate relations through proper

controls such as sanitation, merchandising, payroll and

record keeping.

. Ensured all department associates received proper training

and supervision to ensure correct ordering, receiving,

unloading, storage and rotation of merchandise and the

constructing of displays.

. Maintained a high standard of merchandising, placement,

store signage and proper display techniques to create an

inviting atmosphere for customers.

EDUCATION

1981. UNIVERSITY OF MASSACHUSETTS, Lowell, MA

Bachelor of Science, Business Administration

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