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Customer Service Manager

Deerfield, Illinois, United States
February 08, 2018

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Lake Zurich, Illinois 847-***-****

Management Profile

Customer Service Management / Purchasing Management / Operations Management / Project Management

A dedicated and accomplished professional with a commitment for advancing successful business initiatives and working diligently to ensure peak operational performance. Possess well developed qualifications acquired from successful management of diverse areas including, customer service, purchasing/buyer, marketing, production scheduling, inventory control, accounting, staffing, B2B sales, promotional products, and operations management. Proven ability to motivate and train employees to achieve optimum performance levels. Flexible thinker centered on improving processes that will optimize business operations and maintain operational efficiency.

Professional Experience



Manage all aspects of negotiating, sourcing, contracting and procuring component material, including establishing, coordinating, and administering all purchasing contracts with vendors for assigned material and services. Responsible for all planning functions within supply chain (inbound requirements, manufacturing process orders, outbound shipments, import/export consolidation, inventory management) and connectivity to non-supply chain functions (customer order fulfillment, operations, finance) are within the scope of the role. Established min/max service stock levels. Continuously monitoring supplier/carrier performance as well as project purchasing which involves interviewing and investigating potential new suppliers with RFQ’s and RFP’s. Source materials from nontraditional 3rd party vendors. Adjusted and fixed reorder points. Conducted on site visits with vendors to establish price and delivery schedules. Schedule production to build finish goods, support the production operations by planning, preparing and adjusting production schedules to minimize losses, create efficiencies and meet customer service demands. Coordinate and prepare all pricing for OEM proposals and aftermarket parts. Manage Safety, maintenance, quality and sanitation programs for manufacturing lines. Ensures the timely execution of the production schedule through company procedures. Contribute to the overall effectiveness of the production team.

Developed and instituted a purchasing plan to review blanket orders for cost savings, resulting in a cost reduction of $370K over a two year period.

Negotiated yearly contract buys on major components reducing inventory levels in house and achieve cost savings of 5% annually.

Negotiated the installation of on-site equipment and services.

Purchased all materials and supplies for facility, including production materials and maintenance supplies.

Managed over 60 vendors handling the largest volume in the company.

Reduced dead stock inventory to reduce excess days supply on hand.


Direct all operational aspects, including distribution operations, customer service, employee management and development, administration, and sales. Strong understanding of project management principles, such as organization, documentation, and delegation. Assessed local market conditions and identified current and prospective sales opportunities. Responsible for overall management of call center staff in retention of existing and generating new clients. Manage activities of the Customer Service Group. Ensure strong customer relations, proper order management and other activities that promote customer satisfaction. Maintain the liaison activity between the Customer Service, Purchasing and Planning Group, and other stakeholders. Lead, plan and control all scheduling activities by balancing production and inventory levels with demand to support consistent customer service levels, inventory turn goals and capacity utilization/staffing requirements. Engaged in regular phone conversations with customers, including receiving orders, resolving issues, and opportunistically selling. Reviewed orders to ensure accuracy and completeness. Experience within data processing, laser print, letter shop and direct mail/postal regulations. Developed current staff of 27 and identify new talent to build high performing teams. Responsible for the successful completion of print and direct mail projects from initiation through delivery, utilizing an internal and external customer service approach. This role coordinates cross-functional teams, through meetings and progress measurement, to bring large-scale print projects to completion both on time and within budget. Created a continuous learning and growth environment by providing training, coaching, development and motivation. Networked to improve the presence and reputation of the company with represented manufacturers. Researched and resolved inquiries and complaints, including escalated calls, to ensure customer retention and complete satisfaction. Maintained up-to-date knowledge of new company procedures and promotional sales programs and communicated all programs and information to the team. Develop and determine administrating the plans for utilizing more capabilities for the graphic systems including Creative Approval Tool, Color Management Technology solutions and instruct a print imperfection detection system solutions.

Developed all training and instruction of order entry software for new and existing department personnel on new processes and procedures.

Team leadership, management and development skills with experience building and leading high performing teams.


Drove results as the first point of contact for assigned Territory Managers and Customers through team selling, administrative support, and promptly resolving inquiries and requests, utilizing detailed knowledge of products, services, systems, and tools. Engaged in regular phone conversations with customers, including receiving orders, resolving issues, and opportunistically selling. Reviewed orders to ensure accuracy and completeness. Escalated issues to appropriate parties. Conducted daily revenue reporting, assisting with inventory purchasing and stocking of products. Generated reports for management to track and analyze sales performance and inventory availability. Organized, produced, and ordered Point of Purchase items, sales tools, samples, and other support materials for sales personnel.

Primary liaison between Customers, Territory Managers, and Product Sales Support Administrator regarding operations, credit, and transportation issues.

Implemented training manual and trained all new sales personnel on company protocols and sales programs.

Served as Communications Liaison, communicating updated sales and marketing programs and information,

resulting in increased timely information and access.


Interact with clients on the phone and initiate outbound/inbound sales calls to develop new clients. Order entry, expediting, returns and credits. Visit customer sites to solve interface issues, leading to a history of achieving a high degree of customer satisfaction.

Commended for continually increasing sales along with profit margins, significantly contributing to business development.

Strategically developed and managed over 150 new accounts.

Education & Credentials

Business Associate of Applied Science, Elgin Community College, Elgin, IL

Manufacturing Knowledge Heat Treating, Ferris and Non-Ferris Metal Melting, and CNC Machining Equipment.

Affiliations ASI, PPAI & SAGE

Certifications The American Society of Metallurgist (3 consecutive years), .

Community Involvement Volunteer and Mentor with underprivileged kids in the Schaumburg/Hoffman Estates area

Technical Proficiencies Windows, CorelDraw, Adobe Suite, MS Office, HTML programming, NetSuite, Everest,

Office365, Google E-mail, NewBlims, and SAP Training.

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