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Customer Service Representative

Newtown, Pennsylvania, 18940, United States
October 31, 2016

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A position in Operations where professional, academic and personal skills will make a valuable contribution to a progressive, results-oriented organization.

Summary of qualifications

Diverse Business Professional with strong organizational skills and a successful background in enhancing operational efficiency and customer satisfaction. Highly transferable skills to any business-to-business, or consumer business environment. Key areas of effectiveness include.

Very strong interpersonal communications and team orientation. Awareness of all operational issues within context. Strong ability to handle multiple tasks, meet deadlines and maintain consistent focus on priorities.

Operations: Demonstrated effectiveness in systems development (workflow, auditing and productivity) restructuring, and organizational refinement. Creator of proactive service teams and methods that dramatically increased customer satisfaction and employee performance.

Cost Control: Increased productivity and profitability through operational analysis, team building, and innovative resource utilization. Extensive background in system analysis, improving systemization and eliminating redundancy, employing solid time management techniques.

Innate Knowledge: Strong grasp of the priorities, issues and customer support requirements for many applications. Hands-on capabilities in conceptualization, design, implementation and problem solving.

Computer Literate: Win95; Win98; MS Office; TurboCad; PageMaker; WordPerfect: Adobe Photoshop and Macintosh and IBM cross-platform issues.



Two (2) years toward B.S. Degree

Professional Education: Ten (10) year apprenticeship in Cabinetmaking, resulting in extensive knowledge of materials, specifications and processing of custom cabinetry.

Seminars and workshops in management, customer service and technical topics.

Professional experience

SieMatic Moebelewerke – USA

Director of Supply Chain Operations (2010-2016)


Coordinate the logistic of all aspects of the supply chain, including planning and strategy, sourcing, manufacturing, delivery (both B2B and B2C) and returns and replacements. Develop strategies and procedures for receiving and delivery to minimize shortages. Make recommendation for improvement by reviewing OS&D reports.

Work with German counterparts to streamline and improve delivery lead times. Lead and train all personnel on cost effective planning and ordering to minimize costs. Allocate both international and domestic shipping costs across multiple revenue streams for accurate reporting on P&L.


Source domestic and international suppliers for all third party products required to complete kitchen sales for US Market. Negotiate costs and terms of service with suppliers. Laisse with suppliers on quality and service issues. Track and provide updated delivery information for all revenue streams. Review all purchase orders for company policy compliance. Review and approve all cost over rides, and offer possible or cost effect alternatives. Respond to all escalated service issues.

Additional Responsibilities

Review, understand and advise on commercial sales contracts ands contractual obligations. Assist commercial division with delivery, installation and jobsite support as needed. Review drawings/bids for profitability potential, installation and delivery concerns and value engineering. Manage payment requisitions, sales reporting and cash flow projections on commercial projects. Respond and communicate on back charges, potential back charges and change orders.

6/98 - Present

Manager, Customer Service (2/2006 - 2010)

Establish and manager the customer service department and logistic operations. Monitor work flow, develop procedures and train team members. Trouble shoots technical situations and elevated service issues.

Sourced and established a relationship with logistics provider,

reduced company cost by 5-10% while increasing service options.

Developing training program for sub-contracted installers.

PLANUM FURNITURE, Frazer, PA 6/98 - Present

Manager, Customer Service (6/98 – 2/2006)

Supervise and coordinate all distribution and fulfillment aspects, including product samples and information, drawings, quotations, in-house desktop publishing and customer service for an $11 MM, European-based customized, high-end furniture importer and wholesaler.

Designed a sales lead database from E-mail inquiries to enhance

Marketing efforts.

Provides complete, proactive marketing and service support to sales distributors and furniture showrooms

IL SOL RESTAURANT, Newtown, PA 1996 - 6/98

Day Sous Chef (10/96 - 6/98)

Performed all food preparation, kitchen supervision and bartending for fine dining, 70 seat Italian restaurant. Impacted all operational areas, including menu planning, ordering, recipe development and standardization.

Trained and motivated staff in pantry, kitchen and preparation functions. Developed training program to increase skill level and professionalism of a rotating, transient staff.

SieMatic Corporation, Langhorne, PA 1989 - 1996

Service Manager (10/95 - 8/96)

Directed/coordinated a service staff that managed order processing, dealer service and multi-unit support for the U.S. subsidiary of a prominent German kitchen cabinet manufacturer.

Provided liaison for all distribution operations between overseas factory and U.S. dealers.

Hired, trained and motivated employees, used professional attention to detail to improve continuously service capabilities, employee performance and customer satisfaction.

Monitored and upgraded order entry systems, integrated several support systems into main to provide seamless access to all relevant data. Prepared quarterly statistical and related reports for CEO.

Instrumental in developing databases that enhanced management access to current order information, statistics and purchase trends, and provided direct factory data, dramatically enhancing service capabilities.

Developed a proactive, rather than reactive customer service department through training, one that anticipates and resolves problems before customer awareness, enhancing satisfaction and efficiency levels.

Substantially reduced errors, processing delays, dealer and customer problems through streamlining and accountability overlap.

Operational Analyst (1994 - 1995)

Piloted a program that evaluated and charted local and overseas order processing performance.

Designed graphs and spreadsheets that demonstrated strengths and weaknesses. Worked in tandem with all departments to streamline processes and eliminate trouble areas.

Developed recommendations that grouped accountability with problem solving capabilities, substantially empowering employees and increasing service capabilities.

Systems Support Supervisor (1989 - 1994)

Trained and supported customer service staff. Increased productivity by improving communication with overseas factory. Excelled in understanding dealer needs and company capabilities. Promoted from customer service representative.

Created presentation drawings and blueprints. Met builder's changing schedules.

ALNO KITCHENS, New Castle, DE 1987 - 1989

Customer Service Representative

Managed complete customer service operations, order processing and dealer support functions of a national European manufacturer of Fine Kitchen Cabinets.


Cabinet Maker

CHATEAU RV, Christiana, PA 1984 - 1986

Production Supervisor, Door Department

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