Supply Chain Customer Service

SUMMARY

Sales Operations Manager with * years of experience managing monthly revenue planning processes including facilitating cross function alignment activities & deliverables across the Sales, Product, Customer Service, and Supply Chain teams. Managing the Customer Account Management Specialist Team which includes order processing, process improvement, customer order issues, and aligning with the needs of the US Sales and Marketing Team. Responsible for driving product allocation recommendations, ensure sales operation end-of-month plans are developed, and coordinate execution with Sales, Customer Service, & Supply Chain teams to maximize revenue and minimize market disruptions. Oversee Saleforce.com administration (Selling Modules).

20+ years of experience in Supply Chain Operations. Expertise in Demand/Supply Planning, Program Management and Purchasing. Highly proficient in improving relationships with customers and vendors to reduce cost and ensure on-time delivery. Achieved 98% on time delivery performance. Managed four fulfillment models including build to order, direct ship, build to forecast and vendor managed inventory.

PROFESSIONAL EXPERIENCE

ACCO BRANDS, Lake Zurich, IL Jun 2016 – Mar 2024

Kensington Computer Products Group / PowerA (Both Divisions on ACCO Brands)

Sales Operations Manager / Demand Planner (for N.A.)

Oversee monthly revenue planning process

Develops and maintains revenue planning / analytical tools to project monthly revenue expectations & identify key deliverables.

Drives recurring cross functional team review discussions to identify key actions / owners, revenue expectations, & gating items for monthly revenue expectations.

Analyzes current sales / POS run rates, channel inventory, and planned sales / marketing events to provide an accurate revenue expectation.

Develop recommended stocking orders to be used by Sales as needed.

Proactively identifies opportunities and risks to the financial and operational plans based on analysis & modeling.

Drive product allocation process & decisions within the US

Drives cross-functional alignment with Sales, Customer Service, Supply Chain, & Product teams to ensure we have a tactical plan to meet critical sales initiatives.

Collaboratively develop a sku recovery plan for key product shortages with the Regional Product and Supply Chain teams. Ensure execution of the plan with the Customer Service team.

Proactively communicates critical backlog recovery plans to Sales and Customer Service.

Ensures lifecycle plans are consistently executed within the Customer Service teams to minimize market disruption.

Responsible for the US, Canada and Mexico Region’s recommended allocation and backlog plans.

Manage Salesforce.com infrastructure and pipeline reporting

Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the sales organization’s opportunity management and deal processing efforts.

Develops and manages key sales pipeline reporting and drive supply planning decisions across Sales, Regional Product, and Supply Chain.

Proactively drive processes / infrastructure improvements within Salesforce.com instance for all Selling Modules. Included, is having ownership of the reporting infrastructure, system enhancements, training plans, and ensuring there is adequate process documentation / enforcement.

Reviews the sales pipeline to ensure we adequately account for opportunities from a revenue and supply chain perspective.

Coordinates the CRM infrastructure with Channel and Digital teams to support go to market initiatives and programs such as corporate nurturing campaigns, reseller program engagement, and show pre / post follow up.

Manage Customer Service organization (Customer Account Management Specialist Team)

Monitors, plans, and implement projects supporting order fulfillment activities.

Establish key performance metrics and ensure our Customer Service team meets or exceeds our expectations. Proactively drive / audit critical order processes & workflows including system interfaces & data feeds to drive either efficiencies or improved customer experiences.

Establishes product training and support infrastructure to ensure solid knowledge transfer happens.

Facilitates team performance conversations and establish improvement plans / process enhancements as needed.

Develop a performance scorecard & establish recurring quarterly check-ins to ensure goals are attained.

Responsible for reviewing and updating sales processes, procedures & implementation of sales automation tools.

Ensures compliance with company revenue recognition policies for booking and shipment of orders.

Manages Customer & Sales escalations.

Reviewed credit returns/cancellations/order pushes and fines with the internal management team.

Acts as liaison between Sales, Operations, and other departments to ensure customer satisfaction.

Manages and reviews Sales Orders.

Demand Planner

Collects data from internal and external sources on factors known to affect demand.

Analyzes sales, stocks, and other data statistics.

Review of historical sales trends.

Models the data to forecast future demand.

Obtains information on occurrences that could impact demand like promotions and production delays.

Gathers updates on vendors, distributors, sales, and other stakeholders that can affect demand.

Develops demand forecasts at multiple levels of aggregation for multiple time horizons.

Interacts with sales, marketing, and customers to understand demand forecast drivers.

Maintains the demand planning software (SAP APO).

Provides input to Supply Planning Organization in developing inventory strategies on existing items, new products, and product phase-outs.

Refine systems and methods to improve forecasts to better anticipate customer needs.

Analyzes statistical models to make predictions.

Coordinates supply chain needs between vendors, businesses, and customers.

Performs Risk Assessment and Mitigation.

Works with company executives and Finance to plan budgets.

ARRIS GROUP INC., Alameda, CA Jan 2006 – May 2016

(Formerly Netopia Inc. / Motorola / Google)

Global Demand Planner

Developed the rules and methods of prioritizing forecasts-based on business priority and forecasters’ ability to improve accuracy.

Collaborated with other departments including Sales, Marketing and New Product Development to ensure a consistent, cost-effective supply of products to customers.

Worked with Sales and Marketing to ensure that their market and customer knowledge and plans are reflected in the forecasts.

Prepared reports and data used in the forecast review process – part of the Sales and Operations Planning process.

Implemented any forecast changes resulting from the forecast review.

Followed- up with all participants to ensure that actions agreed in the forecast reviews are completed in a timely manner.

Reviewed statistical forecasts and highlighted any unexpected trends or forecasts.

Gathered, analyzed, and validated all data used in preparing statistical forecasts.

Prepared regular reports on forecast accuracy.

Analyzed trends and identified opportunities for improving the accuracy of future sales forecasts.

Reviewed past forecasting performance and identify major forecast variances.

Established a set of agreed rules for “consuming the forecasts” and for accepting orders from customers for forecasted and un-forecasted demand.

Developed repository of information that can be used to support future forecasting and risk analysis.

Managed the data used by the sales forecasting system.

Trained users to use the systems effectively.

Provided data on sales variability, forecast accuracy and future forecasts that are used in setting safety stocks and inventory planning parameters.

Ensured that all documentation for the sales forecasting processes and systems is up-to-date and complies with company standards.

Global Supply Planner / Buyer

Maintained the integrity of MRP parameters (lot/order size, lead time and safety stock).

Managed strategic suppliers (third party manufacturing) to meet quality, delivery, and cost savings objectives.

Created and managed (pull in, push out, cancellations, changes) purchase orders to ensure on-time receipt of products from suppliers.

Analyzed, adjusted, and optimized product inventory levels to coincide with demand and lead time changes. Drove four quarters of rolling forecast and supply visibility in Oracle MRP system to ensure the right parts at the right time and in the right amount to achieve revenue & Order to Deliver (OTD) target.

Collaborated with Marketing, Sales, Engineering, Finance to ensure adequate product availability and regional inventory balancing.

Hosted Regional Supply and Demand meetings to review revenue and exceptions with Marketing, Sales, and Backlog Management.

Worked with sales, marketing and customer service ensuring successful product line transition, which ensured low stock levels prior to product obsolescence.

Reduced on-hand inventory by coordinating RTVs. Collaborated with suppliers.

Managed direct shipments from overseas suppliers to customer warehouses nationwide.

Coordinated quality issues with suppliers as required and requested corresponding corrective actions to eliminate reoccurrence.

Hosted weekly conference calls with overseas suppliers to go over Open Order Reports, delivery schedule, shortages, pending action items to ensure OTD to customers.

Managed and maintained Open Order Reports with overseas suppliers on a weekly basis.

PYCON INC., Santa Clara, CA May 1991 – Dec 2005

Purchasing Manager

Responsible for leadership of all supply chain activities for all sites including all Customer Success Teams (CST’s), representing $80M in annual revenue.

Managed all planning, procurement, and inventory control activities for CSTs such as customer order book and demand management, oversight of all planning and procurement activities with emphasis on continuity of supply.

Participated actively in integration activities i.e., part numbering scheme, configuration of MK to support worldwide procurement, database maintenance and accuracy including BOM auto load.

Increased supplier OTD performance and contributed to major improvements in OTD to Customer commit and request dates.

Negotiated material pricing, implemented long term price reduction strategies, and maintained strict cost standards.

Introduced NPI and high-volume supply chain programs for customers minimizing excess and obsolete material.

Designed custom reports in ERP system used by program management for managing customer assets i.e., ppv, excess and obsolete.

Introduced process on expanding customer AML with qualified sources· Maintained and strengthened key supplier relationships· Managed over fifty vendors.

Senior Buyer/Planner

Updated open-order report status and commit dates on weekly shortage reports. Expedited shortages to meet manufacturing need dates.

Served as a liaison between manufacturing and suppliers regarding late, damaged, and/or short orders. Managed discrepant material disposition and recovery plans.

Reconciled discrepancies between PO receipts and Accounts Payable.

Maintained data integrity of PO and parts databases: management of MRP planning data, reviewing MRP Action messages, and placing/rescheduling/cancelling orders with suppliers as required.

Coordinated purchasing details with suppliers regarding pricing revisions, order cancellation, discontinued items, acceptable substitutes, delivery date revisions, invoice reconciliation.

Reviewed requisitions for accuracy, completeness and prepared and processed assigned purchase orders to suppliers.

Ensured materials are pipelined and in stock to meet company requirements.

EDUCATION / PROFFESIONAL TRAINING

University of Santo Tomas, Manila Philippines (Jun 1982 – Mar 1985)

Business Administration

Mt. San Antonio College (Sep 1985 – Jun 1986)

Walnut, CA

Lourdes School Mandaluyong (High School Graduate) (Jun 1978 – Mar 1982)

Successfully completed numerous professional workshops and seminars to enhance business process/purchasing skills.

TRAINING / SKILLS

SAP ERP

At ACCO Brands, I was part of the implementation team from Oracle to SAP. As an SAP super user, roles and responsibilities were as follows:

oSupporting end users: Providing first-line support to customers using SAP, answering questions, and identifying problem sources

oActing as a liaison between end users and IT and management, writing functional specifications, and testing changed processes.

oTraining: Updating others on changes and training new hires

oDocumenting business processes: Documenting business processes and identifying current and ongoing business and training needs.

oAssisting in system development and testing: Helping with designing, testing, and training new systems

Proficient in Sales order, MRP, Demand planning modules in SAP

Oracle ERP / Oracle Advance Planning Suite (Demand Planning System) /ASCP (Oracle Advanced Supply Chain Planning)

ManManX ERP System

MK ERP System

Microsoft Excel, Word, PowerPoint, Outlook

Salesforce (Admin) at Kensington Brands

Tableau

Asana

Contact this candidate