Supply Chain Customer Service

Donna Hawkins Thompson

***** ********* ***** **********, **** 45240 H 513-***-**** C 513-***-**** *****.**********@*****.***

SUMMARY

A resourceful, customer-oriented CPG supply chain director with a proven record of results leadership in cross-enterprise relationship building, customer relationship management, end-to-end supply chain initiative strategy, sourcing and supplier management, sales & operations planning, enterprise resource planning, and manufacturing management. Utilizes exceptional insight to analyze business process and make decisions quickly that streamline operational processes. An organized planner, who breaks down complex projects and ideas for employees and cross-functional team members, while consistently developing business strategies that deliver and exceed organizational goals.

KEY ACCOMPLISHMENTS

External Manufacturing Operations & Supply Chain Sourcing: Led multi-million dollar third-party logistics competitive sourcing study through selection, award, and vertical startup of new transportation services provider. Led competitive RFPs to successfully outsource manufacturing for hot fill operations and branded products in Canada. Established supply chain S&OP forum to enable sales and manufacturing collaboration, while optimizing promotional, initiative, and manufacturing capacity decision-making.

Building Relationships with Customers: Established initial supply chain top:top forums at two major CPG firms, as the customer-facing supply chain executive accountable for customer relationship management with strategic customers. Consistently identified cross-enterprise opportunities for innovative collaboration that delivered ongoing operational costs and efficiency improvements, while building sales volume and elevating partnerships with both internal and external customers.

Leading Multifunctional Teams: Collaborated with finance resources to identify deduction sources and quantify savings versus allowance acceptance. Led collaboration between sales, demand planning and customer buyers to standardize information-sharing and promotional lift expectations, which improved forecast accuracy, product availability and costs due to expedites.

EXPERIENCE

SUNNY DELIGHT BEVERAGES COMPANY, Cincinnati, Ohio

Director, Supply Chain 2016-Current

End-to-end supply chain director of supply chain process execution at four (4) internal production plants and six (6) external manufacturing sites. Owns all supply chain functional processes, including supply strategy, material planning & delivery, supply capacity and production planning, order management, customer services, supply chain & operations planning, transportation, and distribution planning. Results responsibility include product availability, on-time delivery, inventory days of supply, waste dollars, and transportation/supply chain spending. Responsible to coach direct reports to lead and influence results in matrix relationships with site integrated planners, while implementing supply chain processes that drive results improvement and cost savings.

External Manufacturing Supply Chain Manager 2015-2016

Led definition of co-pack/re-pack supply strategies for emerging product/packaging needs. Owned overall performance of external manufacturers and warehouse suppliers. Responsible to build a strategic network of co-pack partners, in identifying and executing continual operational cost improvement for secondary skus, new items, and test market product..

Led competitive sourcing/RFP execution, supplier selection, and startup team to outsource hot fill operations.

Led strategic sourcing team to identify external manufacturing suppliers and establish Canadian SunnyD process operations, as well as warehousing of items produced externally in Canada.

THE HERSHEY COMPANY, Cincinnati, Ohio

Strategic Customer, Supply Chain Manager, Kroger 2010-2015

Customer-facing Supply Chain leader responsible to build customer relationships, enhance corporate supply chain image, and advocate customer needs within internal supply chain. Cross-enterprise collaboration leader delivering promotion execution, seasonal sell-through, retail in-stock, supply chain strategic plans, and alignment with key retailer contacts in procurement, corporate supply chain, and transportation.

PEPSICO – Quaker, Tropicana, Gatorade Brands, Cincinnati, Ohio

Senior Manager, Customer Supply Chain Integration, Kroger Customer Team 2007-2010

Primary supply chain leadership contact to Kroger’s national supply chain network. Led execution and planning for $500,000,000 annual warehouse-delivered business, enabling 12% growth in consecutive years. Co-led internal organizational restructuring of display-ready vehicle processes to reduce order lead time.

Hosted inaugural Kroger and PepsiCo Supply Chain Top:Top, as well as Sales Planning and Supply Chain Leadership Summit.

Reduced ongoing reclamation deduction stream by $7,000,000.

Implemented sales forecast processes to improve promotion forecast accuracy by 15%, improve service by 10%, and implement make-to-order display process guardrails that reduced manufacturing reliability whip, waste, and ongoing display inventory levels.

THE PROCTER & GAMBLE COMPANY, Cincinnati, Ohio

Senior Manager, North American Customer Service Operations, Central Region, 2003-2005

Senior customer service operations manager with responsibility for 55-member organization, delivering on-time reliability, product availability, order management, invoice and cash management results with five teams serving Retail and Specialty Customers. Championed a highly engaged service culture to increase customer responsiveness, as the North American functional leader of customer service training and service culture. Direct responsibility for hiring, placement, and development of managers and hourly employees.

Improved operational costs and process efficiencies to eliminate $5,000,000 in ongoing annual deductions.

Led consolidation of Pet Retailer customer service operations to North American Customer Service Center, delivering $3,000,000 annual savings.

Improved CPG/GMA industry customer service ratings, as sponsor of internal and external customer satisfaction surveys, in conjunction with a customer service training curriculum that included certification of internal customer service trainers.

Senior Manager, Customer Team Logistics Operations, North American Market Development Organization, 1997-2003

Improved retail in-stock and sales volume as supply chain interface between product supply, retail operations, and retailer’s supply partners.

Established national supply chain for efficient delivery of consumer goods to Home/Hardware trade channel.

Increased annual display-ready vehicle usage by 23%, achieving $1,000,000 logistics savings.

Provided distribution sourcing and replenishment solutions for flow-through logistics customers.

Manufacturing and Integrated Planning Manager, Ivorydale Soap Plant

Initiative, Production and Materials Planning Department Manager, 1994-1997. Eliminated $3,000,000 annually by leading multifunctional teams in material cost savings projects. Delivered excellent product availability, while reducing inventory levels, maximizing process reliability and optimizing production costs. Produced cost and feasibility studies for bar soap initiative requests, leading manufacturing input to sales and operations planning.

Manufacturing Team Manager, 1989-1994. Direct management responsibility for manufacturing production teams. Served as department leader for product and process quality, supervising total quality, statistical and analytical results. Led manufacturing planning and execution of national new item launch. Coached production team through transition from team manager to technician team leader. Developed operating procedures and qualification systems for newly constructed process equipment.

EDUCATION

UNIVERSITY OF NOTRE DAME, South Bend, Indiana, Executive M.B.A., 2007

PURDUE UNIVERSITY, West Lafayette, Indiana, B.S., Mechanical Engineering, 1989

AFFILIATIONS

Network of Executive Women (NEW), 2004-Current; Cincinnati Region Executive Committee, 2011- Current; Event Registration Lead

Delta Sigma Theta Sorority, Cincinnati Alumnae Chapter 1989- Current

Corporate Advisory Board, Purdue University Minority Engineering Programs, 2008-2013

Council of Supply Chain Management Professionals, 2007- Current

Junior Achievement, PEPSICO Classroom Business Consultant, 2010

National Black MBA Association, 2006-2015

President’s Council, Purdue University, 2007-2012

Contact this candidate