Supply Chain Customer Service

Brian Williams

*** ****** ***** *********** ** **567 •687-***-**** • *****************@*****.***

Professional Summary

Results-driven operations and supply chain professional with over 28 years of progressive experience in customer service, operations management, sales and key account supply chain leadership. Proven ability to optimize processes, enhance customer satisfaction, and lead cross-functional teams to exceed performance goals. Adept at managing high-volume accounts, driving continuous improvement, and building strong relationships with stakeholders at all levels.

Professional Experience

General Manager, Elite Exteriors

2020 - 2025

● Lead all aspects of operations for a growing exterior services company specializing in roofing, siding, and gutters.

● Develop and execute business strategies to increase market share and profitability, resulting in a 20% revenue growth year-over-year.

● Oversee project planning, budgeting, staffing, and vendor partnerships to ensure on-time, on-budget completion of all jobs.

● Implement quality-control protocols and safety programs

● Drive sales through community outreach, referral programs, and digital marketing initiatives. Key Account Supply Chain Manager, Signify (formerly Philips Consumer Electronics) 2009 - 2020

● Managed end-to-end supply chain for top-tier retail and distribution partners, ensuring product availability and on-time delivery.

● Collaborate cross-functionally with Procurement, Logistics, and Sales to forecast demand and optimize inventory level.

● Managed all client KPIs tracking results and providing improvement plans.

● Successfully disputed 14% of compliance claims.

Asset Recovery Specialist, Philips Consumer Electronics 2007 - 2009

● Managed reverse-logistics programs for end-of-life and returned consumer electronics.

● Developed partnerships with third-party recyclers and refurbishers to maximize asset recovery value.

● Analyzed return trends and root-cause issues, driving product quality improvements. Account Sales Manager, Philips Consumer Electronics 2005 - 2007

● Owned full-cycle sales for national accounts in the consumer electronics space.

● Built and maintained strong customer relationships, conducting product training and business reviews.

● Coordinated with Marketing and Product teams to launch promotions and new products. Logistics Manager, National Accounts, Philips Consumer Electronics 2000 - 2005

● Directed logistics operations for national retail accounts, ensuring fulfillment, transportation, and inventory accuracy across multiple regions.

● Implemented new logistics protocols and KPIs, reducing order-to-delivery time by 25%.

● Coordinated with supply chain and sales departments to align shipping schedules with promotional campaigns.

● Met with client monthly to review forecast with Sales team Small Accounts Manager, Order Management & Customer Service, Philips Consumer Electronics 1998 - 2000

● Managed order entry, fulfillment, and post-sale support for small to mid-sized dealers and distributors.

● Achieved a 98% on-time shipping rate by optimizing order workflows and building strong vendor relationships.

● Problem solve all service related issues

Inside Sales Representative, Philips Consumer Electronics 1996 - 1998

● Qualified inbound leads and drove new business through phone and email outreach.

● Supported field sales teams by scheduling demos and coordinating follow-up activities.

● Maintained CRM database with 100% data integrity, enabling accurate pipeline reporting. Customer Affairs Representative, Philips Consumer Electronics 1991 - 1996

● Served as the first point of contact for consumer inquiries via phone and email.

● Resolved product questions, warranty claims, and troubleshooting issues, achieving a 4.8/5 customer satisfaction rating.

● Documented customer feedback and worked with Product Development to inform enhancements.

Education

Bachelor of Arts, Psychology

Carson Newman, Jefferson City, TN — 1992

Core Competencies

• Customer Relationship Management

• Supply Chain Coordination

• Key Account Management

• Operations & Logistics Optimization

• Cross-Functional Team Leadership

• Data-Driven Decision Making

• Process Improvement (Lean/Kaizen)

• Inventory & Demand Planning

• ERP Systems (SAP, Microsoft Excel, Sales force, Sales Rabbit, AccuLynx )

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