Customer Service Manager

Ernst G. Matt

*** ******* **. *********, ** *****

817-***-**** - Cell 817-***-**** - Home

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

Summary:

Proven leader with a consistent history of achieving:

1. Superior financial results.

2. Creating high performance teams through selection, mentoring and goal

alignment.

3. Overcoming all challenges through creation of effective strategies and

tactics.

Employment:

M&M Quality Solutions - Vice President, Operations 9/2014 - Present

. Transformational Leadership to increase profit and performance

. Lead sales effort and startup of new location for a strategic new

customer

. Improved labor sales recovery by 20%

. Reorgainzed to support rapid sales growth and improve profesionalism

of the organziation

SHC General Manager - Parts Distribution 2009 - May 2014

4. Responsible for national parts distribution through 5 regional

distribution centers.

5. Lead units to achieve 99% on time customer order fulfillment

6. Improved productivity by 11%

7. Directed implementation of SC Flex integrated WMS achieving enhanced

control and inventory accuracy

ThyssenKrupp Director of Operations 2002 - 2009

8. Promoted to responsibility for all distribution centers. This

represented $15 million in new business. Required the opening of 17

new distribution centers 1 every 3 weeks. All facilities opened on

time and maintained customer satisfaction ratings of 100%.

Operations Manager

9. Increased profit margin by $3.6 million.

10. Added additional customers increasing sales by 40%.

11. Increased revenue by $2 million through integration of 3 diverse

business units.

12. Successfully managed 2,000% sales increase with no customer service

failures during customers new product launch.

Regional Manager / Director of Operations - South

PSA Quality Systems, Arlington, TX - Buyout by ThyssenKrupp

13. Total responsibility 4 US plants and 5 plants in Mexico

14. Reduced cost 50% through closure of non producing facilities and

headcount reductions.

15. Achieved 30% sales increase ($3.4 - $4.5 Mil) through resolution

of long standing customer complaints and personal sales calls to

key customers.

16. Quoted, designed and implemented $7 million in new business.

Creative solution to a customer need never before done in this

manner. Exceeded customer service expectations and budgeted profit.

M.A.S. / TDS Automotive Plant Manager 1996 - 2002

17. Improved gross profit from a negative 5% to 30%. Utilized Lean

process, Kaizen and customer negotiations

18. Number 1 ranking of the companies 12 plants.

19. Reduced operating cost 31% through layout and process improvements.

20. Hired, trained and mentored entire management team. Virtually no

turnover in that team.

21. Increased incremental revenue by $1.2 million through cross selling

and adding new customers.

22. Achieved 70% margin on incremental revenue.

23. Guided facility through UAW strike with zero impact on customers.

24. Eliminated negative financial impact within 4 weeks.

Additional Relevent Experience:

Riverside Seat Co. Materials Manager

25. Generate annual transportation savings of $1.5 million.

26. Established milk runs and inter-modal service. Including

negotiating a direct contract with the railroad.

27. Reduced inventory levels to 0.5 days on hand while improving customer

service levels.

28. Reduced departmental operating costs by 35%. Through implementation of

scanners and process flow improvements.

Hayssen Materials Manager

29. Transitioned $20 million in materials from in house manufacturing to

purchased material for a highly engineered product. Transitioned from

96% in house manufacturing to 50%.

30. Relocation manufacturing from Wisconsin to South Caroline while

maintaining record production levels.

31. Increased inventory accuracy from 86% to 98%. Implemented a rigorous

cycle count and root cause analysis process.

Skills / Experience:

Operations Management Logistics / Distribution

(Director) Supply Chain

5S ISO 9000

P&L Responsibility Softeon SCE Systems

Lean Six Sigma

Mulit-site Responsibility Materials Management

Customer Account Management Purchasing

Start up / Recovery

Project Management

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