Customer Service Manager
Resume:
MICHAEL HEFNER
********@*******.***
Professional Summary
With 30+ years of experience within the manufacturing and logistics industry, extensive experience in sales, customer service management, manufacturing, purchasing and distribution. Result driven, with a track record for leading clients through change with added value growth and superior customer service while also maintaining lean manufacturing processes for the company.
A responsive, detailed, adaptable, self-motivating team player with a strong work ethic. Highly skilled in problem solving, negotiations, cost control and vendor relationships. With a keen ability to develop lasting relationships with clients through strong communication and relationship building skills at all levels. Effective leadership skills managing all aspects of daily operations including but not limited to production, sales, customer service, estimating and personnel development training. Experience with ERP, Salesforce, teams and Microsoft Office systems.
Over the last 20 years of my career, I have been a successful customer service manager, Sr. account executive, driving the entire sales process from beginning to end. Includes prospecting, initial client contact, needs assessment, estimating, numerous contract negotiations, submittal to production and further relationship management. Liaised considerably with the manufacturing side to bridge the gap from manufacturing to sales, utilizing a particular understanding of value added and lean manufacturing processes. As a customer service manager, I have supervised day-to-day operations for up to 22 service reps and leads. Created effective customer service SOP procedures, policies, and standards along with maintaining accurate records and documented all customer service activities. I fully understand the cycle of order processing and I have trained and mentored many CSR teams throughout my career. I have attended and worked numerous trade shows all over the country as well as doing demos at certain client and vendor locations.
Professional Experience
2021 – Present Office Star Products
Customer Service Manager
2013 – 2019 California Offset Printing
Sr. Account Executive
CSR-Production Manager
Procurement & Estimating
2012 – 2013 Creel Printing
Sr. Account Executive
Customer Service Manager
Procurement & Estimating
1991 – 2012 Trend Offset Printing
Sr. Account Executive
Customer Service Manager
Estimator
Purchasing & Buyouts
Lead Pre-Press Stripper
Lead Camera Operator
EDUCATION
1991-1994
MT SAN ANTONIO COLLEGE
Attended MT San Antonio College with a focus on business administration. While attending, courses that were completed included business administration, management, procurement, purchasing and Sales / Marketing focused classes.
1997-2022
ANNUAL CUSTOMER SERVICE & SALES / MARKETING COARSES
With focus on continuing to grow a relationship with current and future clientele, as well as expanding the success of the company, yearly seminars were attended to enhance skills to continue to develop strong working relationships with clients. Seminars attended included Tony Robbins, Dale Carnegie Seminars for Sales & Marketing training. Brian Tracey International Self Development Course and Sales & Marketing, Customer Service & Relations training.
SKILLS
*Excellent Leadership & Management Skills *Detailed Oriented & Result Driven
*Active Listening & Problem-Solving Skills *Experience in training & mentoring
*ERP System experience *Excellent Verbal & Written Communication
*Highly Organized *Ability to Multi-Task & Great Team Player
*Exceptional Time Management *Able to Meet Deadlines with Minimum Supervision
*Data Analysis *Microsoft Office Skills
REFERENCES
Available upon request
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