Customer Service Manager, Demand Planner

DANA DUBOIS

Richmond Hill, Georgia ***** 937-***-**** *********@*******.*** www.linkedin.com/in/dana-m-dubois

SUMMARY

An accomplished and results-driven leader, with a solid background in customer service, business development, international sales, supply chain management, and strategic planning. Experience in project management and performance optimization. An exceptional and meticulous leader, who utilizes highly developed organizational and analytical skills to streamline operations and drive corporate revenue.

Production and Demand Planning • Inventory Management • Client Service

Risk Management• Cost Control and Reduction • P&L Analysis

EXPERIENCE

INTERSTATE PAPERS, Riceboro, Georgia

Customer Service Manager, 2012-2021

Directed team of customer service, production planning, and transportation logistics professionals to manage export and shipments. Improved communications, team-building, and leadership to overhaul performance, improve morale, instill cooperative mentality, and elevate output at all levels.

Elevated inventory management and prioritized fulfillment methodologies to balance aggressive intake and manufacturing goals with attainable delivery. Managed imperial-to-metric fulfillment conversions, coordinated with freight carriers, and confirmed import-export regulation compliance for exports to Europe, China, India, and Africa. Monitored budget performance and conducted revenue analysis to establish production, inventory, and export cost alignment with desirable cost margins and overall budget goals.

Implemented operational improvements to reduce costs and improve efficiency.

Collaborated with sales and production teams to manage scheduling and production processes.

Refined production, inventory, and warehouse scheduling and control to improve backlog and procurement efforts.

Reduced uncommitted stock from 22,000 tons to 8,000 tons, saving the company $4,480,000, which improved inventory costs and generated available capital.

XPEDX, Loveland, Ohio

Purchasing Supervisor, 2010-2012

Trained and coached customer service staff to cultivate superior customer service environment. Reinvented purchasing team effectiveness and communication. Implemented streamlined processes for purchasing, inventory, performance management, and other critical business functions to improve efficiency, enhance productivity, and reduce costs. Prepared periodic review processes for inventory and open-order reporting to analyze team performance and supplier efficiency.

Consolidated suppliers for better pricing and simpler supply chain management.

Realigned departmental structure to serve key accounts and improve procurement efforts.

Created training and on-boarding procedures to prepare new hires and instill structure and accountability in purchasing.

Improved procurement processes and developed quantity-based purchasing to improve supply costs, consolidate sourcing from specific vendors, and streamline expenditures.

ADDITIONAL EXPERIENCE

NEWPAGE CORPORATION, Miamisburg, Ohio, Group Planner, 2007-2010, and Logistics Coordinator, 2006-2007. Maintained client correspondence and order status updates. Oversaw demand and capacity planning for weekly production and customer order fulfillment. Confirmed pricing and timelines with vendors and unique order requirements with customers to ensure excellence in service and delivery. Analyzed customer satisfaction to develop and implement training programs, policies for inbound and outbound sales, and customer communications. Supervised team of logistics and planning personnel. Developed customer-centric culture through performance measurements and continuous improvement.

SMART PAPERS, LLC, Hamilton, Ohio, Manager of Production Planning and Inventory Logistics, 2005-2006. Facilitated all phases of operations, production, relevant systems, and performance analysis for customer service team with $10 million in annual sales. Implemented service delivery criteria to promote exceptional service. Coached and mentored team to reach production goals. Spearheaded turnaround of substandard performance to maximize productivity and achieve key performance indicators and metrics-based goals. Identified new revenue streams and potential sources of business. Developed marketing strategies to drive volume growth. Managed daily operations and alignment with complex productivity and quantity goals.

EDUCATION

URBANA UNIVERSITY, Urbana, Ohio

B.S., Business

PROFESSIONAL DEVELOPMENT

Leadership Skills for the Frontline Manager, Georgia Southern University

Management Development Program, Miami University

Customer Service - The Service Difference, Elgin Community College

Program for New Managers, American Management Association

Microsoft Excel from Beginner to Advanced, Udemy

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