Customer Service Supply Chain
Resume:
Kimberlee A. Smith
** ****** **** ********, *** Hampshire 03865 603-***-**** *********@*******.***
SUMMARY
A high energy and results-driven professional with over 35 years with customer service experience in a managerial capacity. An expert communicator with the ability to listen effectively to find the root cause of issues, and communicate clearly and in a way to solve the issue and keep the customer satisfied. I am able to motivate teams to ensure company
policies and procedures are followed. I have exceptionally strong analytical skills and a proven track record of identifying and capturing team needs, team performance and instituting quality.
Technical Skills; SAP, IFS, Salesforce, GMP, ICS controls, ISO compliance, Internal/external auditing, Excel, PowerPoint, Supply Chain, LEAN Principle
EXPERIENCE
Runtal North America
March 2022-August 2023
Customer Service Manager
- Managed the Order Fulfillment Team, entry of orders as well as answering customers of order management activities as well as technical questions.
- Work cross functionally with Supply Chain, Factory, Warehouse and Accounting, creating an environment of working together as a team.
- Manage Customer escalations when needed.
- Created work instructions, creating a customer service manual for the team.
- Participated in the selection of a new ERP system.
- Created user stories in preparation of testing the new ERP system.
- Review Commercial orders, ensuring that all the information required is entered, prior to releasing to the factory
- Created a Lean environment, reviewing Quality, Delivery, Inventory and resources on a daily basis.
- Created a daily management board to capture KPIs for the team.
Gemline, Lawrence, MA
May 2021-Sept 2021
Order Management Manager
- Responsible for managing customer order activity through the order fulfillment cycle.
- Support Sales, Supply Chain, Finance and Manufacturing teams throughout the order lifecycle.
- Oversee the preparation of finished artwork according to customer specifications for final decoration.
- Handle all aspects of the art processes supporting all decoration types. -
- Work directly with remote teams, providing guidance and delivering feedback.
- Maintain the relationship and ensure both sides are meeting expectations.
- Activity participate in XCX (exceptional customer experience) initiative.
PHILIPS, Andover, MA
2016 – 2019
Customer Service Manager – Commercial Operations, Consumables
- Lead the Transition Team in the process of migrating knowledge, systems and operating capabilities between the Andover and Nashville sites.
- Recruited, hired, developed, and managed regional support between the Andover and Nashville Sites.
- Designed and developed the Transition methodology, toolkit, and training.
- Logged, tracked, and followed open issues to resolution including confirming task owner and establishing target dates for Transition Team.
- Established effective relationships and engaged with key stakeholders to ensure aligned, consistent communication throughout the Transition of Andover to Nashville.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget;scheduling expenditures; analyzing variances; initiating corrective actions.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Lead and manage a team of 16 customer service agents.
- Developed an audit process to ensure quality of training.
- Ensure the consistent achievement of customer service levels and standards.
- Resolve escalated customer service issues, invoice disputes and account resolutions.
PHILIPS, Andover, MA
2014 – 2016
Senior Order Fulfillment Manager, Capital
- Responsible for effectively managing the PCMS Order Fulfillment Department. Provide direct supervision and facilitation of daily operations.
- Maintains effective communications with customers, other departments, and other Philip's entities.
- Recruits, selects, trains, develops appraise performance and administer salaries of reporting employees; determines assignments and changes with employee status in accordance with Philip's policy.
- Establish and support a positive business work environment.
- Ensure compliance with PCCI quality system.
- Successful Audit Compliance.
- Ensure revenue targets are met through partnerships with Sales, Customer Services and FinOps.
PHILIPS, Andover, MA
2009 – 2014
Customer Service Manager - Commercial Operations, Consumables
- Managed Rebates and Sales Tracing and Order Management of EDI orders.
- Actively participate in Lean/Kaizen initiatives.
- Work closely with logistics, supply chain and 3rd party vendor to ensure cohesive communication with backlog, obsolesces, linear shipments and on time deliveries.
- Actively participate in incorporating acquisitions into the supplies team ensuring all processes and issues are identified up front, reducing the obstacles prior to go live.
2007 – 2009
Customer Service Manager – Customer Management, Consumables
- Manage Call Center operation and provided Leadership, direction, motivation, providing quality customer service to internal and external customers.
- Primary interface between customers, business unit, sales, field service and finance to resolve status, production, delivery and billing inquiries.
- Develop and implement new programs and customer loyalty programs.
PHILIPS, Andover, MA
2000 – 2007
Order Fulfillment Manager, Capital
- Responsible for the Order Fulfillment administrative activities, providing direct supervision and facilitation ofdaily operations to meet employee, customer and business needs.
- Successfully transferred Ultrasound Order Processing to Bothell.
- Actively participated in creating a Synergy Process for multimodality orders.
- Partnered with the factory to reduce overdue returns turnaround time; Entered the QIC completion; advanced to the semifinals in Puket, Thialand.
- Maintain effective communication with customers, field partners and other Philip’s entities
HEWLETT-PACKARD, Andover, MA
1999 – 2000
Production Manager
- Managed the Manufacturing Operation consisting of three product lines, ensuring a continuous supply in FGI for all products.
- Assisted in the out-sourcing of the Manufacturing Operation.
- Participated in HSG wide Manufacturing initiatives as the CSD representative.
EDUCATION
Bachelor’s in Business Management, Merrimack College, Andover, MA
Associates in Business Management, Northern Essex Community College, Haverhill, MA
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