Customer Service Manager

VALÉRIE JEANJEAN, M.B.A.

**** ****** **., ***. *** Home Telephone: 514-***-****

Montreal QC H2T 2H5 Cell Telephone: 514-***-****

acowu4@r.postjobfree.com

PROFILE

Bilingual Director, Logistics with vast experience in multinational companies. Solid university

supply chain training and proven skills dealing with customers and suppliers, shipping,

warehousing and contract negotiation. Excels in the management of optimization projects

(time/motion studies). Works well with all levels of management, creating an atmosphere of

openness and trust.

CAREER HISTORY

KEURIG CANADA 2 years

IRON MOUNTAIN CANADA CORP. 6 years

L’ORÉAL CANADA 7 years

ISA FRANCE 7 years

EDUCATION

Master of Business Administration

University of Nebraska–USA –1994

Master of Sciences and Technology–Transportation and Logistics

France, 1992

University Degree in Technology: “Marketing Techniques”

France, 1990

Languages: Bilingual in French and English. Functional German.

Valérie Jeanjean 2

KEY ACHIEVEMENTS

Implemented productivity initiatives within the supply chain worth $11M

Lead RFP for distribution and fulfillment center worth $27M over 3 years

Implemented Key Performance Indicator to measure 3PL efficiency

Deployed the 5S program in a 380,000 sq. ft. warehouse

Administered a 3.9 million SKU record centre ($5 million/month in revenues, with

114 employees)

Negotiated contracts with suppliers

KEURIG CANADA INC. 2013 – still employed

Leader in single serve coffee brewer and roasting high quality coffee

Logistics Director

Lead day to day operations between a anufacturing facility and 4 distribution centers in

Canada(budget $35M)

o Developed partnership with tier 1 3PL

o Lead Quarterly Business Review to pilot efficiencies and discrepancies

Lead productivity initiatives for the logistics department ($11M in 2014)

o Outsourcing of transportation management (rate shopping, load tendering, invoice

auditing)

o Rationalizing the storage politics to minimize distribution centers

o Optimizing the execution of promotional activities

Lead a team of 1 operations manager, 1 Continuous improvement manager and 24

employees(salaried and hourly

Work in close relationship with sales, trade marketing and demand planning to support

growth

o Participate in monthly consensus meetings with sales

o Participate in monthly S&OP meetings

Work in close relationship with customers (clubs and retail) to implement best practices and

develop partnership

o Quarterly business review with major customers

o Shared Key Performance Indicators

Valérie Jeanjean 3

IRON MOUNTAIN CANADA CORPORATION 2007 - 2012

Leader in confidential information management

General Manager, Operations

Managed a 3.9 million box (SKU) record centre with a team consisting of 1 director of operations,

6 supervisors of operations and 114 record center specialists.

Boosted efficiency 20% by implementing an optimization program based on time/motion

analysis using a LEAN management approach: Forecast, Plan, Assign/Execute, Follow -up,

Report, Evaluate

Developed ready-to-use solutions: estimates of required labour and time; proposed custom

solutions and analyzed post-implementation profitability ($190K/month).

Oversaw special projects: coordinated confidential destruction of documents between clients

and the shred plant (30,000 boxes/month) and developed document digitalization solutions

($500,000/month).

Rolled out training programs in health, safety and accident prevention, resulting in a lower

lost-time injury rate (warehouse with the lowest lost-time injury rate in 2012 2 accidents).

Developed and deployed the 5S concept of Seiri (sort), Seiton (set in order, Seiso (sweep),

seiketsu (standardize) and shitsuke (sustain) in a 390,000 sq. ft. record centre.

Administered structural projects: renovation of rackings, roofing, asphalt, etc. Negotiated with

suppliers (saved $15,000/year).

Recruited supervisors and employees, trained new employees and handled disciplinary issues .

Organized and conducted meetings with clients: negotiated service contracts, monitored SLA

compliance and provided clients with options for optimizing their activities.

L’ORÉAL CANADA 2000 - 2007

World Leader in the Cosmetics industry

Manager, Domestic and International Transportation/Customs (2004-2007)

Administered the $24 million transportation budget (including customs).

Prepared budgets and analyzed deviations between actual and budgeted amounts .

Looked for new suppliers and negotiated contracts with them (cut LTL rate 6% and saved 54%

on Canada Post shipments; adjusted LTL/postal shipping methods for $25K in mo nthly savings).

Supervised the domestic and international shipping departments (5 staff + 4 union workers) .

Applied recommendations on safe shipping (C-TPAT and PEP) by government authorities.

Manager, Customer Service (2003 - 2004)

Standardized information exchanges with different departments (Sales, Procurement and

Management).

Developed new approaches to customer service and account management

Directly handled one customer account (fourth largest customer in dollars).

Optimized customer service rate by 94% to 98% in 5 months.

Cut credits in dollars by 60% for the fourth largest client’s “missing” materials .

Manager, Inventory Management and Customer Returns (2002 - 2003)

Deployed an inventory control system (15,800 locations).

Drafted inventory audit procedures: rotating inventories.

Managed 2 external warehouses and movements between the main and secondary

warehouses.

Negotiated contract and oversaw product destruction/recycling/re-use at end of service life.

Valérie Jeanjean 4

Administered customer returns with a maximum 3-day turnaround target.

Oversaw a crew of 20 union employees and 1 supervisor (over 2 shifts).

Manager, Procurement (2000 - 2002)

Negotiated monthly purchase volumes from plants (9 plants on 2 continents).

Monitored relationships between production and sales forecasts.

Actively worked with Marketing and Sales teams to set sales forecasts.

Managed inventory and storage days: evaluations, recommendations and actions.

Supervised a team of 3 analysts.

ISA FRANCE / NESSINK 1994 - 2000

European office equipments and supplies wholesaler

Director, Logistics (1996 - 2000)

Negotiated shipping contracts and optimized customs import and export procedures .

Coordinated flow of goods and information following outsourcing of warehousing services

(3PL).

Supervised Sales and Procurement (12 employees).

Technical Sales Specialist (1994 - 1996)

(Export Department English- and German-speaking countries)

Sold hardware and supplies by telephone (telemarketing) to German-speaking nations.

Followed up on documentary credits.

Optimized export and import procedures.

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