Customer Service Manager

MARTIN USCHNER

Mississauga, Ontario Canada

416-***-**** *********@****.***

OBJECTIVE

Obtain a challenging leadership position applying creative problem solving and lean management skills with a

growing company to achieve optimum utilization of its resources and maximum profits.

QUALIFICATIONS

• 18 years IT operations and administration in manufacturing environment.

• 10 years cost and pricing management analysis.

• 8 years customer service management and supervision.

• 5 years logistics and inventory control management.

• Expertise in developing and implementing strategies, plans and budgets to efficiently process material,

utilize labour and schedule production to meet customer requirements.

• Excellent in directing quality control, work place safety and regulatory governmental compliance.

• Seasoned professional experienced at working in a stressful, fast paced, time bound union and non-

union environment.

SKILLS AND EXPERIENCES

Customer Service Management and Pricing Analysis

• Managed global call centre managing customer sales $45M with 98% on time delivery.

• A proven track record in developing and executing internal and external customer care satisfaction of

excellence policies and procedures through Lean practices resulting in $15M of renewed contracts.

• Increased customer acknowledgements turnaround request rate from 24 hours to 4 hours. Increasing

time management by 66%

• Created process step detailed excel pricing and costing models using lookup formulas to increases

accuracy of quotes and orders. Increasing actual ROI by 25%.

• Revised operational procedures to assist in reduction of customer complaints and increasing customer

service agreement levels.

• Analysis of external issues and trends, reflecting a 15-35% consistent margin.

Logistics and Inventory Management

• Managed annual freight budgets of $7M.

• Coordinated logistical and customs responsibilities, NAFTA customs border issues.

• Improved and reduced logistical costs (.02/lb) resulting in a $1.1M freight reduction.

• Led quarterly inventory counts, maintaining 99% accuracy, reducing on hand raw material requirements

by 20%.

IT Management

• Recommended and managed the integration of the graphics MAC department into the corporate network

environment.

• Managed Lotus Notes SFA systems and updates through Notes Pump SQL daily and hourly pushes

giving real time order status.

• Improved network reliance by analyzing network infrastructure which resulted in a 99.5% uptime rating.

• Facilitated network, users support for divisional plants located across North America, resulting in a 35%

increase in communication between plants and knowledge and standardization of divisional policies.

• Increased employee production, by implementing hardware and software upgrades. Reducing cost of

new equipment upgrades and faster computer response time. 25% performance improvement for

organization.

• Ongoing creation and revision of MS Office suite training pamphlets increasing employee knowledge

and performance by 25% and decreasing IT support calls by 30%.

2

MARTIN USCHNER

• Computerised scheduling order cards and cross data input to AS400 reducing time spent and data entry

errors. Increased productivity by 30%.

• Managed the maintenance, migration and support for MS Servers, clients and Cisco routers

• Developed and manage Cognos SQL cubes and date reports and analysis for sales real time sales data.

Quality Management

• Managed, designed and implemented Inventory/Quality control functions and procedures for operations

receiving and testing.

• Regulatory compliance for DG, FDA, REACH, PROP 65 including GMP and HACCP qualification

process.

• Health and safety and ISO 9001 team leader.

• Implemented new SOP procedures and policies to streamline GMP and HACCP guideline qualifications.

Leadership

• Led staff up to 120 in union and non-union envoronment through 8 teams in Customer service, Human

Resources, Maintenance, Production, Purchasing, Information Technologies and Quality Control.

• Established annual goals, objectives, action plans and budgets through corporate strategic planning.

• Established department and employee performance goals aligned with corporate strategic goals and

objectives.

• Performed Monthly coaching and annual evaluations of direct reports.

• Conducted Monthly and quarterly safety and training presentations to employees.

• Member of management advisory team.

EMPLOYMENT HISTORY

New Directions Aromatics, Mississauga Feb 2014 – Nov 2014

General Business Manager

Graphic Packaging Flexible Canada, Brampton 2011 - 2013

Customer Service Manager / IT Systems Analyst

Graphic Packaging Flexible Canada, Brampton 2008 - 2011

CS Supervisor, Pricing and Marketing / Network support analyst

Altivity Packaging (Acquired by Graphic Packaging Flexible Canada), Brampton 2004 - 2008

Pricing and Marketing / Network support analyst

Smurfit Stone (Acquired by Altivity Packaging), Brampton 2000 - 2004

Network Administrator / User support analyst

AT Plastics (Acquired by Smurfit Stone Packaging), Brampton 1995 - 2000

Network Administrator / User support analyst

EDUCATION AND TRAINING

PMP certificate in

progress

Workplace Violence and Harassment Training

2014

WHMIS 2012

Bullet Proof Manager training series 2011

LAN network admin I / II 1992

DeVry Technical Institute, Computer Science 1985

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