Customer Service Time Delivery

Steven Edward Dick

Senior Business Analyst

920-***-**** ***********@*****.*** Sheboygan, Wisconsin 53083

PROFESSIONAL SUMMARY

Executive level professional with 20 years of experience in Sales Operations and Customer Service driving growth, profit,

and stability through customer satisfaction. Employing continuous improvement and key metrics to ensure best practices,

solving complex problems with statistical inference and supporting sales organization with effective communication.

Progression from engineering to sales to customer service for emersion in areas of product, cost, quality, and delivery.

SKILLS

Soft Skills – Process Improvement, Demand Planning, Financial Acumen, Interpersonal Communication Skills, Project Management, Business Plans, Budgeting, Manufacturing Experience, Product Management, Trade Shows, Sales Operations, Pricing Strategies, Profitability, Team Building, Competitive Analysis, Technologically Savvy

Hard Skills - MS Office Suite (Excel, PowerPoint, MS Word, One Note, Outlook, Teams), SAP Cloud Analytics (Data Visualization), SAP CDS views, SAP SE16N general table display, MS Power BI, Snag It (screen capture and recording tool), Salesforce CRM, Engineering & Design Experience, Lean Six Sigma Green Belt (in progress)

EXPERIENCE

Director of Customer Service

Lakeside Foods, May 2021 – Mar 2023

●Drove successful 6-week training and implementation of SAP Analytics Cloud for +20 internal stakeholders.

●Reduced time to collect annual sales forecast by 50% and improved accuracy by 25% to meet operations business requirement for additional time to complete annual budgets.

●Transformed communication between Customer Service, Supply Chain, and Shipping at critical order fulfillment points to attain a monthly fill rate of 99%.

●Developed sales analysis reporting method to determine probability of meeting monthly sales budgeting goals at start of month and improving visibility to sales leaders by 3 weeks.

●Partnered with cross-functional team to begin creating self-service business intelligence tools. This enterprise-wide SaaS solution would have no limit on seats or technical ability. Impact expected at 40% reduction in requests alone.

Director of Sales Service

Lakeside Foods, Dec 2018 – Apr 2021

●Collected current state processes during ERP system implementation to determine what could fit into standard functionality, saving $2K - $5K in enhancements up front and reducing future upgrade risks.

●Boosted short pay discrepancies by 25% implementing SAP functionality for pricing error alerts at order entry, freeing up sales rep involvement and helping to reach sales goals.

●Improved work life balance in Customer Service by analyzing workloads and waste to identify proper staffing and opportunities for a reduction of over 20% in department annual overtime.

●Delivered weekly Sales vs Forecast metrics to monitor and control potential panic buying during COVID pandemic. Thresholds agreed to and communicated to customers allowing purchase of 4 additional weeks of forecast volume.

Manager of Sales Service

Lakeside Foods, Jan 2017 – Nov 2018

●Created comprehensive data analysis for 80/20 SKU rationalization using MS Excel and integrating into SAP Analytics Cloud software for quick and repeatable annual reviews.

●Instituted staged gate criteria and profitability metrics in New Product Development requirements improving margin and annual number of items launched by over 40%.

●Devised Product Allocation process to alert Sales and Customer Service of product shortages and improve order fill rate by 30% improving on customer experience.

Technical Sales Support Coordinator

Manitowoc Crane, Jan 2012 – Jan 2017

●Served as spokesperson for new 165t Crawler Crane at North America's largest construction trade show, and contributed to quote sheets, competitive analysis, marketing material, and technical tools for field operation.

●Orchestrated vendor collaboration and coordinated with engineering to develop 3-D lift planning software for 2300t Crawler Crane to directly increase market awareness of new product.

●Interfaced with cross functional teams on two new product development projects providing Voice of Customer (VOC) interview and feedback, pricing analysis, and lift planning tools before first commercial sale.

Product Specialist III

Gardner Denver Thomas, Dec 2010 – Oct 2011

●Responsible for attaining sales plan with 16 US dealers handling non-direct business by offering local representation, small product volumes on hand, and superior parts and service.

●Increased on time delivery by >50% for strategic customer using finished goods Kanban to meet 10-day lead time.

Supervisor of Customer Service

Gardner Denver Thomas, Sep 2009 – Dec 2010

●Engineered a plan and maintained follow up for continuous supply of product to critical customers during consolidation of a 280,000 square foot production facility 1000 miles away.

●Initiated capacity planning system for 16 assembly lines with different products and cycle times resulting in a tool for Customer Service to communicate lead times and for production planning to determine staffing to meet TAKT time.

EDUCATION

Bachelor of Arts: Radio & Television, Minor - Business

Southern Illinois University, Carbondale, Illinois

OTHER ACCOMPLISHMENTS

●Achieved 96% service levels during implementation year of SAP S4 Hana while exceeding sales forecast.

●Built over 20 published stories as co-administrator and content creator in SAP Analytics Cloud data visualization software for sales, purchasing, marketing, and warehouses to maximize data driven decisions.

●Led Sales and Distribution segment during ERP system selection process by assessing business requirements and identifying option with best fit.

●Coordinated over 40 P&L requests annually working with input from 8 departments to meet customer needs.

●Established review criteria for New Product Development projects for feasibility and maximum return.

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