Customer Service Manager

BRIAN M. LAUNDREE

*** **** ******* **., **********, NY 12944

*********@*******.*** 518-***-**** www.linkedin.com/in/blaundree

SUMMARY

Energetic team-builder with a proven record of driving business and process development to achieve excellence, develop resources, and ensure long-term growth. Skilled relationship builder across all areas and levels of a multi-national organization. International team leadership for business expansions and development of Process Management and Project Program Management at Schluter Systems.

AREAS OF EXPERTISE

Supply Chain Management

Internal & External Logistics

Strategic Planning

Manufacturing Operations

Continuous Improvement

International Teamwork

Complex Project Management

Engineering

Training, Coaching & Motivation

SELECTED ACHIEVEMENTS

Schluter Systems:

Established a new Manufacturing operation in Plattsburgh, NY, including system integration and layout, international equipment delivery & setup, team hiring, and production launch.

Established a new Distribution, Customer Service and Customer Training operation in Reno, NV, leading a team of 15+ German & North American colleagues over an 18-month period.

Developed & established a corporate Process Management organization and standardized Project Program Management, leading a team of 30+ European & North American colleagues over a 2-year period.

Prim Hall:

Successfully delivered, one of the most technically advanced magazine Bindery systems in North America.

PROFESSIONAL EXPERIENCE

SCHLUTER SYSTEMS, L.P., Plattsburgh, NY 2005 – 2016

World leader in the development of installation systems for ceramic and natural stone tile.

Business Change Manager – Corporate (2012-2016)

Leadership of global Process Management organization for development and continuous improvement of processes of Supply Chain, Finance, IT, and Product Lifecycle. Chair of Corporate Leadership Team, including Owners and all Managing Directors. Accountable to Owners and reporting to CEO North America.

Completed >500 improvement initiatives, ensuring international collaboration & synergies.

Reduced decision times on change initiatives by 70% and Kick-started 20+ strategic projects.

Established process KPIs and local tracking measurements, e.g. on-time delivery, perfect order rate, etc.

Established local site plans for 3-5 year development.

Program Manager – Corporate (2012-2016)

Ensure benefit delivery of all complex business projects. Chair of Global Steering Committee for directing the program. Development and coordination of training program for Continuous Process Improvement and Project Management skills, methods, and tools. Accountable to Owners and reporting to CEO North America.

Successful benefit delivery of over 20 strategic development projects.

Successfully led the most complex projects: ERP upgrade, Omni-channel strategy & software selection, Website development for North America including e-commerce, and more.

Process and Project Management training of over 150 employees in North America and Europe.

- Continued

BRIAN M. LAUNDREE *********@*******.*** 518-***-**** www.linkedin.com/in/blaundree -2-

SCHLUTER SYSTEMS: Logistics Manager – North America (2005-2012)

Management and optimization of the flow of all goods, leading a team of ~50 employees in Purchasing, Inventory Control, Manufacturing, Warehousing & Fulfillment, Transportation. Supply Chain consisting of US, Canadian, and German suppliers and customers. Reporting to President North America.

Led international team to develop Supply Chain processes, operation expansion, and ERP implementation, achieved 30% inventory reduction, accuracy >95% while increasing service levels.

Established Continuous Improvement Team and measurement systems - decreased manufacturing scrap by 10%, improved perfect order fulfillment to best-in-class levels (99.7%), and 50% lead time reduction.

Established capacity planning for staffing of ~25% annual growth and decreased overtime by 12%.

Negotiated with transportation suppliers for favorable tariffs, saving over $300K annually.

Created and maintained Distribution and Manufacturing operation layouts of ~300K sq ft

PRIM HALL ENTERPRISES, INC., Plattsburgh, NY 1998 – 2005

Designer and manufacturer of post-press printing equipment.

Customer Service Manager – Worldwide (2004-2005)

Responsible for all System Installations and Parts Service Business, including operating budgets.

Increased annual parts sales by 20%.

Regional Sales Manager – Eastern U.S. (2002-2004)

Consultative capital equipment sales for 140 accounts: Sales process, order definition, post-sale support.

Assembly Manager & Product Development (1998-2002)

Complex assembly of book bindery systems, $1M annual budget. Reduced assembly costs by 8%.

New Product Development for a product line - market analyses, business plans, development projects.

Developed 2 new products in 2 years and secured $2.9M in contracts.

DOVER CORP., DAVENPORT MACHINE, Rochester, NY 1997 – 1998

Industrial Engineer of Operations

Operations Re-Engineering project for manufacturing of Screw machines, using Lean Manufacturing concepts. Development of assembly standards, labor productivity measurements, Kanban, Continuous Improvement.

HARRIS CORP., RF COMMUNICATIONS GROUP, Rochester, NY 1995 – 1997

Manufacturing Engineer

Responsibility for over 1000 processes in ISO 9001 environment for manufacturing of military communications equipment. Kaizen, New Product Introductions and development of Manufacturing Engineering Technicians

TECHNOLOGY SKILLS

INFOR & IBM BPCS ERPs, SAP/Hybris Omni-Channel commerce platform,

MS Office, MS Project, AutoCAD LT, TopEase Business Process Management

EDUCATION

Master of Science, Manufacturing Management and Leadership, Magna Cum Laude

Rochester Institute of Technology, Rochester, NY

Bachelor of Science, Industrial & Manufacturing Engineering, Cum Laude

Rochester Institute of Technology, Rochester, NY

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