Manager Customer Service

Mildred A. Shepherd

***** ****** *** • Fort Worth, Texas 76244

817-***-**** • *********@*****.***

Production, Operations, Procurement and Quality Control Manager

Production, operations, procurement and quality control manager with 20+ years experience. Expertise in manufacturing, environmental, quality, buyer and logistics. Proven ability to lead challenging initiatives, to emphasize strategic planning, and to develop projects successfully. Demonstrated skill in manufacturing production scheduling and control, quality assurance, and developing and leading high-performing, cross-functional teams.

Client Relations • Customer Service • Facility Management • Forecasting • Human Resources

Interviewing • Inventory Control • Operations Management • Process Improvement

Product Development • Procurement • Contract Negotiations • Quality Control • Research • Research / Development Sales • Start-Up Operations • Strategic Planning • Team Facilitation • Total Quality Management

Career Achievements

Perform internal procedural audits for ISO 9000 and 14001 compliance.

Generate work instructions, quality assurance bulletins, and process deviation requests.

Provide training and technical assistance to quality auditors, inspectors and assemblers.

Implemented SAP 4.6 version while assuming purcurement, material planner, production planner, and scheduling duties for remote plants.

Developed and lead lean Kaizen event to streamline business processes, eliminate waste, and improve labor productivity in the compounding operations for annual plant saving of over $50,000.00 per year.

Developed current state map; analyzed task elements and annual forecast to determine required monthly run hours.

Established task time on each mixing line and reconciled future state map, revealing that the entire requirement could be produced on a 2-shift work schedule.

Eliminated 6 direct positions and employees were transferred to existing vacancies, delivering $224,000 annual productivity and utility savings.

Assumed scheduling duties at remote plants.

Record breaking over one million dollar sales month for March of fiscal year 2016

Record breaking fiscal year 2015 in sales for Fort Worth rubber shop

Professional Experience

Applied Industrial Technologies. Fort Worth, Texas. 2013 – Present.

Rubber Services Manager

Responsible for directing, planning and managing overall rubber shops activities including, asset management, profitability and growth, inside and outside sales, programs and activities related to product promotions, office and warehouse functions, and customer service. Direct accountability for rubber shop profit/loss.

Direct and manage rubber shops activities including, developing sales objectives and strategies; identifying and evaluating new customers, market conditions and competitive pressures. Identify opportunities and make recommendations to management to maximize sales, increase margins and expand market share.

Manage and assist in developing sales expertise and knowledge of product lines. Ensure customer relations are maintained at a high level, including sales calls and negotiations as necessary Determine sales force account assignments, monitor and review sales performance, including goals achievement, margins, customer complaints and territory management. Assume direct responsibility for accounts as required by business conditions.

Prepare and develop annual shop operating budget reports including items such as forecasts, sales, margins, expenses, productivity and inventory.

Monitor pricing, purchasing and contract adherence.

Manage inventory and receivables, expenses, inventory matching and accuracy, budget, profit/loss and sales. Analyze results and implement changes as necessary.

Develop customer service policies and procedures to ensure consistent customer service and satisfaction. Troubleshoot and resolve non-routine customer complaints. Manage customer relationships. Work closely with the Service Center Manager regarding customer service, orders, and deliveries

Participate in formulating and successfully implementing goals and objectives.

Hire, train and develop associates following company standards and policies. Conduct associate performance reviews regularly, establish individual goals and ensure completion of relevant training.

Work closely with other departments, divisions or associates on matters of mutual concern and responsibilities.

Selected Accomplishments

Record breaking over one million dollar sales month for March of fiscal year 2016

Record breaking fiscal year 2015 in sales for Fort Worth rubber shop

Managed second rubber shop opening in Houston, Texas from 2014-2016

Re-established rubber shop in Denver, Colorado 2014-2015

Assumed manager duties at remote rubber shops (Houston and Denver) from 2014-2016

Increased field services sales 25% from 2015-2018

Lead quarterly meetings involving area mangers, belt technicians and specialists to establish new sales targets and field service schedule Reported and reviewed details with regional managers, operations managers and area vice presidents.

Forecast critical inventory requirements and controlled inventory levels while utilizing a strict FIFO inventory system.

Assumed all procurement activity including international contract review, changes, negotiation, and implementation

Heidelberg Cement. Heidelberg, Germany. 2011 – 2013.

Planner/Scheduler/Buyer Aggregates Division (Relocated to Texas)

Responsible for planning and scheduling of regular maintenance, preventative maintenance, and predictive maintenance. Scheduled maintenance to minimize impact on production. Evaluated and coordinated need for replacement parts, placed orders, and scheduled maintenance staff.

Coordinate planning, scheduling, and execution of all PPM as required (including initial program implementation).

Work with Production Operations in identification of problems areas and reviewed drawings.

Anticipated parts requirements through the generation of Materials Requirement Plan (MRP). Scheduled all aspects of plant logistics. Created and implemented electronic master maintenance schedule.

Ensured materials and parts used in the repair and production process meet company standards.

Developed reporting on the impact of decisions associated with the PPM program, spare parts and input in developing the maintenance budget. Track PPM implementation. Advice plant leadership and reliability engineer manager of all issues impacting its effectiveness.

Maintained and created reports, analyzed the data to determine if, any changes in the schedule were necessary.

In cooperation with the Reliability Engineer and Maintenance Engineer, gathered appropriate PPM information to be performed on existing or new equipment through research of vendor information, project team members, Reliability-Centered Maintenance (RCM) tools, results of historical data.

Sets up training necessary to support the individuals that performed the individual PPM tasks.

Audited repair work during various steps in the repair process.

Assists during root cause investigations.

Selected Accomplishments

Coordinate and implemented effective Predictive-Preventive Maintenance (PPM) program on mobile and plant equipment required to support facility.

Lead weekly maintenance planning meetings involving business unit managers, plant managers, and production supervisors to establish a workable maintenance repair plan on areas of plant.

Reported and reviewed budget details with heads of operations.

Forecast critical parts requirements. Contract review, negotiations, procurement.

Controlled inventory levels while utilizing a strict FIFO inventory system. Instituted a strategic cycle count system to ensure continual inventory accuracy.

Minimized parts costs by limiting demurrage and expedition fees.

Avoid stock-outs through careful daily monitoring of inventory on spare and critical part levels.

Provide technical assistance to engineers, plant manager, reliability manager, and contractors.

Interface with customer, vendors, contractors, and all levels of management.

Implement incoming quality check on parts.

Reduced plant downtime and cost by setting up critical parts with vendors and developing working relationships and partnership.

Developed and implemented job packets for all maintenance jobs.

New Breed Logistics. Fort Worth, Texas. 2008 – 2011.

Quality Supervisor

Supervise, establish, and maintain quality standards and improve quality process throughout the organization.

Performed difficult staffing duties including referring disputes, performance write ups, understaffing, interviews, hiring and termination of employees

Address quality issues as they arise. Work closely with all areas affected in operations to assure adherence to quality management system.

Supervise quality issues indirectly and ensure quality requirements are met across all locations within Texas.

Selected Accomplishments

Perform internal procedural audits for ISO 9000 and 14001 compliance.

Generate work instructions, quality assurance bulletins, and process deviation requests.

Provide training and technical assistance to quality auditors, inspectors and assemblers.

Interface with customers, vendors, and all levels of management.

Coordinate special initiatives and corrective actions across all shifts.

Excel Polymers (previously PolyOne Corporation). Burton, Ohio. 2004 – 2007.

Senior Production Planner and Scheduler

Worked with plastics, Flourelastomer ® and elastomer divisions during transition to new ownership.

Maintained current position as chemical compounding analyst, materials planner, production planner, and scheduler for Flourelastomer ® and color specialty mixers.

Selected Accomplishments

Implemented SAP 4.6 version while assuming material planner, production planner, and scheduling duties for remote plants.

Developed and lead lean Kaizen event to streamline business processes, eliminate waste, and improve labor productivity in the compounding operations.

Developed current state map; analyzed task elements and annual forecast to determine required monthly run hours.

Established task time on each mixing line and reconciled future state map, revealing that the entire requirement could be produced on a 2-shift work schedule.

Eliminated 6 direct positions and employees were transferred to existing vacancies, delivering $224,000 annual productivity and utility savings.

Assumed all international procurement, contracts and negotiations.

PolyOne (previously M.A. Hanna Corporation and Burton Rubber). Burton, Ohio. 1995 – 2004.

Production Planning and Scheduling. 1995 – 2004.

Promoted to production planning and plant scheduler responsible for maintaining day to day schedules.

Promoted and assigned to new product development and deployment of Flourelastomer ®.

Assumed engineering, assisted head chemist, chemical compounding analyst, materials planner, production planner, and scheduler for Flourelastomer ® and color specialty mixers.

Developed lean Kaizen saving focus to determine optimum setup and scheduling of production line for highest on-time and best process efficiency.

Changed dynamics of plant loading to eliminate over or under-utilization of machines through 3 equipment change-outs.

Assumed production planning and scheduling duties at remote plants to fill empty positions.

Assumed MPR functions and MRP exceptions reporting.

Implemented trace and tracking system for daily late purchase orders.

Implemented daily cancel lists for customer order tracking across all sites.

Selected Accomplishments

Increase on-time delivery from 95% to 98% for key customer accounts.

Contributed to established operations cost productivity improvement.

Implemented workable schedule after studying bottlenecks in processing of small cross-sectional area strips. Discovered necessity for 6-strip solution for longer processing times.

Implemented and assumed all training for materials planning and scheduling personal across all sites.

Education

ISO / TS auditor. University of Akron. Akron, Ohio.

Coursework in Leadership and General Education. TCC. Fort Worth, Texas.

Materials Management and Scheduling course. APICS.

Technical and Administrative Skills

SAP R/3 3.0E, and 4.6 • Orica • Sco-Unix • Prism / Spectrum systems • eMESA Live •

Microsoft Office Suite: Project, Access, PowerPoint, Word, Excel • AutoCAD • Warehouse Manager Plus • Order Employee Relations • Recruitment • Manager Materials Management • Material Exceptions • Inventory Management •

Accounts Payable / Receivable / Collections • Payroll • Logistics • Customer Service • ISO 9000 and 14001

Contact this candidate