Customer Service Manager

ERIC FOY (CPM/PMP)

*** ***** **** ***** ******** Junction, NJ 08852 732-***-**** ********@*****.***

Professional Summary

Materials Management Professional demonstrated strategic, tactical, and team building skills to develop, promote and implement efficient sourcing systems and process strategies to create strategic supplier relationships to achieve improved quality, service and ROI. Expert in contract creation, and global contract negotiations. Experienced in centralizing the procurement function at the corporate level. Centralized sourcing policy to maximize sourcing productivity efficiencies in complex global business environments. Effectively manage relationships in a collaborative, cross- functional manner to surpass service objectives.

Ø Leader skilled in transforming organizations strategic sourcing and spend management function.

Ø Developed strategic supplier portfolio for international and low cost sourcing initiatives

Ø Effectively draft contracts to achieve vendor deliverables, mitigate risk, and leverage spend.

Ø Drafted and implemented contract /RFP templates to ensure consistency throughout the organization.

Ø Track record of vision and oversight for $250MM IT/Telecom spend nationally, effective in building and managing company focus of integration, consolidation, and performance. Maximizing TCO and ROI.

Ø Improved ROI by $12.3 MM annually by resolving inherited bottlenecks and reducing waste.

Ø Enhanced cash flow of $12MM by reducing inventory by 30% through analysis, systems, and demand planning.

Ø Spearheaded programs to increase the productivity of the procurement group to achieve targeted cost reductions to include Professional Services, Contract Labor, Construction / Services, Facilities, IT, Telecom, Construction, Raw materials, Travel Services, MRO, HR services, Energy, Payroll, and Marketing Services.

Ø Director level leadership experience leading teams of procurement professionals and multi-disciplinary teams in corporate and field locations.

Ø Reduced vendor base from 1100 to 300 through analysis, and leveraging company spend. Achieved $11MM savings.

Ø Effective leadership experience driving organizational change process and buy in from process owners.

Ø In matrix environment created cross-functional cooperation to complete projects on time.

Novartis Pharmaceuticals East Hanover, NJ 2-2010

Strategic Sourcing Manager IT (Consultant)

Develop alliances with key business owners to lead the off shoring sourcing process and cross functional team in developing and executing sourcing and supplier management strategies.

· Partner within the center of excellence group to achieve global targets for ROI, demand management and improved Services.

· Effectively manage and optimize vendor relationships through effective contract negotiations, financial and quantitative analyses and supplier relationship management.

· Developed key strategic partnerships with technology suppliers with a focus on continuous improvements in delivery and enhanced levels of efficiencies resulting in increased productivity gains.

· Ensure sourcing process and supplier contracts deliver maximum quality, at service levels and/or price points that meet business partners requirements

· Develop and manage off-shoring agreements for global ERP services, software, maintenance, and support. Expert in drafting Global Master Service Level agreements.

· Collaborate with Business & IT staff members in managing the Full Spectrum of IT related sourcing activities from Vendor Identification and Selection through Contract Negotiations and Routine/Ongoing Contract Administration.

· Drafted contracts to meet corporate criteria requirements, effectively negotiated GSA’s and terms and conditions to achieve ROI.

Schering-Plough Union, NJ 04-2009 – 11-2009

Manager Clinical Outsourcing (Consultant)

Performed and managed all activities associated with the development and execution of clinical services outsourcing. Global experience in sourcing activities to include CRO, IVRS/IWRS, CECG, Central Labs, Specialty Labs, Imaging, and e-diary. Worked in collaboration with clinical project teams to identify appropriate vendor pool, protocol development, and project timelines. Develop RFP packages, and templates to ensure uniform vendor response to RFP packages. Created bid templates for specific outsourced activities to ensure accurate RFP response, analysis and recommendations. Manage the contract award process, to include Scope of work, change orders and contract execution. Experienced in the development of MSA / VPA agreements to leverage clinical spend. SAP SRM, e-procurement systems environment for sourcing activities.

1199SEIU Benefit Fund Manhattan, NY 6/2008 to 2/2009

Project Mgr (Consultant)

Established centralized procurement function supporting the 4th largest pension and benefit fund.

Developed end to end procure to pay processes from a best practices / SOX perspective. Developed system requirements with all stakeholders to achieve buy in and successful Oracle ERP project launch. Established spend categories, reduced vendor base, implemented e-procurement, EDI, and ERS to facilitate the payment process. Established strategic alliances, to leverage corporate spend, and improved ROI. Achieved $8MM cost savings through centralization and systems implementation.

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Ø Established centralized procurement office to control all spend to ensure contract pricing adherence

Ø Created corporate purchasing manual to ensure standardization across the organization.

Ø Develop strategic supplier portfolio for international and low cost sourcing initiatives. Reduced vendor base from 1600 to 250. Renegotiated contracts saving $450K.

Ø Defined IT purchasing standards in collaboration with IT process owners to deliver value to end user, server and storage technology services.

Ø Effectively implemented Oracle financials and i-procurement ERP system reducing cycle times and cost avoidance. Generated real time reporting to enhance management decisions and contract compliance.

Ø Created a shared vision that integrated business & procurement strategies as well as eliminating organizational barriers related to technical, political and cultural issues.

Ø Implemented Oracle financials, i-procurement and asset tracking ERP system to streamline operations and increased efficiencies.

Ø Effectively negotiated contracts and for office services, IT, Telecom, marketing, fleet, Consultants, HR services, Utilities, and building services. Achieved savings of $1.2MM.

New York Presbyterian Manhattan, NY 2/2004 to 6/2008

Director Procurement, Logistics & Technology

Lead materials activities for a 3200 bed healthcare organization, managed sourcing, logistics and MIS team to improve operations and implement processes to achieve improved performance. Lead and developed Lawson ERP System group to provide support for the business units to support core hospitals and network affiliates. Achieved strategic alignment with business unit management. Staff 5 managers, 1 director, 125 hourly, and 8 administrative personnel, budget $300M.

Ø Developed and implemented supply chain strategic plan, annual operating plans, key performance metrics and continuous assessment/improvement philosophy. Promoted standardization of medical supplies, food service, construction projects and services across the organization.

Ø Develop RFP packages, and templates to ensure uniform vendor response, analysis and recommendations. Managed contract award process, to include Scope of work, change orders and contract execution.

Ø Experienced in the development of MSA / VPA agreements to leverage clinical spend.

Ø Lead the systems group for implementing Lawson 8.2 procurement, materials and GL packages

Ø Automated, monitored and controlled the end-to-end purchasing lifecycle with continuous process improvements and EDI.

Ø Managed 4 hospital facilities & 30 satellite clinics to support patient load requirements. ·Develop plans and drive structural and process changes to drive inventory turns.

Ø Lead entire cycle of product/supplier selection/use, including organizing and leading cross-functional sourcing teams. Development of specifications, RFI, RFP, bid analysis, negotiations, supplier selection, and contract scripting development and execution of contracts.

Ø Established vendor agreements with cardinal health representing $250MM spend. Established SRM process for major commodity groups supported by the global sourcing organization. Created supplier performance reviews.

Ø Ensured continuity and quality of supply by partnering with vendors, while proactively managing reduction in inventory levels and establishing automated inventory replenishment. PYXIS.

NUI Corporation Union NJ 2000 – 1/2004

Director Supply Chain

Designed and implemented centralized corporate strategic sourcing function for a Gas utility, telecom, and business service organization. Centralized corporate procurement function to leverage spends, improve credit rating, reduce vendor base, and implement supplier diversity program. Implemented VMI, and consolidated field operations. Built consensus and buy in from senior management and process owners.

Ø Established commodity spends, streamlined vendor base, achieved $18MM savings through effective rate negotiations, parts standardization and strategic alliances.

Ø Set overall strategy and direction for a high performance team of Category Mangers, Category Specialists and Sourcing Analysts.

Ø Developed strategic supplier portfolio for international and low cost sourcing initiatives

Ø Successfully managed ERP system conversion and integration from Ariba to PeopleSoft e-procurement, P2P, and finance modules.

Ø Implemented PCard program eliminating 50K PO’s and increased credit rating and $250k savings.

Ø Experience in managing an IT procurement team, managing software/Hardware, Network, licensing, supplier relationships, software contract negotiations and contract management.

Ø Responsible for all HR Services indirect procurement, Training, Advertising, payroll, temp-services, recruiting Responsible for all IT, Telecom, duplication services, printing, media, services, travel, fleet, T&E, MSA, construction, office supplies, furniture and mailroom.

Ø Extensive experience in all stages and types of construction, maintenance and service contracts associated with Pipeline & construction programs and operations of a gas utility.

Bradlees Inc. Edison, NJ 1994 -2000

Facility Director

Directed supply chain activities for a $1.3MM retail distribution facility generating $500MM in sales, servicing 85 stores. Project managed the implementation of warehouse management system driving RF/pick to light environment. Operating a 24/6 unionized environment. Created and managed P&L of $80MM. Distributed 70k items with an inventory value of $22MM. Outsourced and managed all transportation activities reducing costs by $3MM annually and achieved increased service levels. Inbound operations were 90% container, managed international transportation, with customs brokers, and pier operations.

Ø Directed customer service, receiving, warehousing, order processing, e-commerce, inventory, maintenance, facility services, and transportation functions for Northeast.

Ø Effectively migrated to 3PL operations for all inter-modal operations saving $12MM.

Ø Ensured compliance with all US Customs and classifications, and all other government regulations.

Ø Direct operational responsibility for the import program consisting of 12,000+ harbor drays, trans-loading and import deconsolidation for 45,000 ocean containers annually.

Clorox Corporation, Jersey City, NJ 1985 -1994

Materials Manager

Lead materials management functions for the nation’s largest household products manufacturer. Areas of responsibility included, Production planning, demand planning, SOIP, purchasing, inventory control, distribution, transportation and customer service. Facility serviced the Northeast corridor and 15 distribution hubs. Total budget responsibility of $30MM. Generating sales of $350MM. Directed staff of 12 supervisors & 150 unionized employees.

Ø Lead team for MRP II, DRP and WHMS implementation. Achieved reduced inventory levels, improved order cycle time, reduced logistics costs while improving line item fill rate and customer fill levels to 99%.

Ø Developed collaborative relationships within internal customer base, and with commercial suppliers, in order to leverage knowledge, spend and purchasing effectiveness

Ø Charged with SOIP process. Converted forecasted sales plans into a manufacturing plans to ensure goods and services be provided on time and within predetermined quality, quantity and technical specifications

Ø Initiated development of electronic commerce and spend management technologies with suppliers to leverage company procurement process. Implemented an enterprise supplier contract management system

Ciba -Geigy Corporation West Caldwell, NJ 1981-1984

Materials Manager

Built processes and developed team to perform all supply chain activities to achieve targeted goals and objectives. Participated in all procurement activities for transportation and services to support the regional distribution facility... Implemented new warehouse layouts to accommodate MRPII/WHMS implementation. Budget responsibility $10MM.

Ø Effectively coordinated multi-site locations to achieve 99 percent on-time delivery. Established efficient backhaul procedures reducing fleet costs and providing JIT for manufacturing.

Ø Implemented JDE, WHMS, and EDI technologies reducing material and inventory costs, while improving manufacturing efficiencies and improved customer service.

Ø Lead sourcing negotiations for all transportation, real estate, 3PL and raw materials. Achieved savings of $1MM.

Ø Motivated, empowered, trained and coached team members to identify and solve problems.

Ø Operated under adherence to all FDA, GMP, VMI, EPA, Hazmat and OSHA regulations

US NAVY Charleston, SC Air Controller

Pennsylvania State University PA B.S. Business Logistics

· APICS Certified in Production and Inventory Management 9/2005

· Six Sigma Certification Green Belt 3/2004

· ISM Certified Purchasing Manager. 9/2000

· PMP Certified Project Management Professional 4/2001

· SAP, Oracle, Lawson, Six Sigma, PSoft; Ariba, SRM

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