Customer Service Manager
Resume:
Rodger Steenhoek
Beaverton, OR 97008
***************@*****.***
C: 503-***-**** H: 503-***-****
Professional Synopsis
Over the course of my professional career, I have had the opportunity to apply my skills across a large and diverse set of functional areas within the building products industry. My wide range of experience provides a strong and unique understanding within and across corporate business, manufacturing, and distribution operations.
Throughout my career, I have been highly effective at improving productivity and eliminating inefficiencies. Much of my career has been involved with restructuring and rebuilding departments and implementing processes and procedures to gain improved productivity and morale.
Most recently, I worked with top management to successfully remove thousands of dollars of operating costs across the organization through consolidation, restructuring, and improved efficiencies in an effort to combat the severe downturn in the building industry. Over my career I have held positions of director, general manager, operations manager, financial analyst, data analyst and senior systems analyst. I provide a strong analytical skill set combined with highly effective leadership and management skills. I am proactive and self-motivated with a strong work ethic and excellent organizational and time management skills.
Summary of Qualifications:
- Motivated, creative and productive leader and manager of people and processes.
- Wide ranging experience across functional domains in business, manufacturing, and distribution including order processing, purchasing, receiving, warehousing, assembly, delivery, billing, accounting, credit and collections, call center, sales, marketing, lead management, and Information Technology.
- Experience in business planning, forecasting, profit planning, and goal setting and measurement.
- Experience in organizational development and restructuring for growth as well as downsizing and closure of business segments.
- Experience in continuous improvement and Kaizen processes and events as both participant and leader.
- Ability to work and communicate effectively across all levels of the organization.
- Experience developing, implementing and administering business measurement metrics and compensation and incentive programs.
- Experience developing custom written and packaged business software programs in manufacturing and distribution.
- Strong computer skills (hardware and software); MS Office products, Windows OS, SharePoint, databases.
Core Competencies:
- Leadership and Management - Interpersonal Skills
- Organization and Time Management - Honesty and Integrity
- Analytical Skills and Problem Solving - Strong Work Ethic
- Processes and Procedures - Flexibility and Adaptability
Experience and Accomplishments:
JE Higgins Lumber Company/Pella Window and Door Company Feb 1999 to Oct 2011
Director of Organizational Development Dec 2009 – Oct 2011
- Managed Window Division, HR, IT, Marketing, and Accounting
- Managed Credit and Collections Team for all divisions for six months during the process of finding a new manager. Developed measurement metrics and incentive programs resulting in better alignment with company goals.
- Prepared annual profit plans for all divisions and consolidated plans for better corporate focus and alignment.
- Rebuilt a sales call center team putting in place processes and procedures, goals and objectives. Hired and trained a manager for this team. I developed compensation programs and incentives for the team members. Upon completion, turned department over to the V.P. of Sales. Saw improvements in internal and external customer service. Calls were answered sooner and orders were entered more timely.
- Developed, programmed, implemented and managed a quarterly incentive program for the Customer Service Center Managers using Microsoft Access to change their focus to that of the new business model.
- Led three continuous improvement (Kaizen) events.
- Managed project for consolidating billing and document imaging into a central support center resulting in a 50% reduction in billing costs.
- Participated in organizational restructuring and downsizing
- Facilitated the closure of a Retail Sales business.
- Facilitated the closure of the Northwest business.
- Managed several special projects for the President and CEO.
General Manager Aug 2007 – Dec 2009
- Continued to manage the Oregon window division.
- Continued to manage the Marketing department and Lead Management.
- Continued to manage the window division’s IT team. Improved internal customer service for IT support.
- Managed Accounting, and credit and collections for the Oregon and California window divisions.
- Managed sales compensation and incentive programs using Microsoft Excel and Access.
- Prepared annual profit plans for all divisions and consolidated plans.
- Participated in continuous improvement (Kaizen) events.
- Improved and administered business measurement metrics.
- Managed several special projects for the Vice President and President.
Financial Analyst Sept 2005 – Aug 2007
- Managed the Oregon window division.
- Managed the Marketing department and Lead Management.
- Managed sales compensation and incentive programs using Microsoft Excel and Access.
- Rebuilt the accounting team by hiring a new supervisor and two accounting clerks, and managed the new team. Turnover improved from 100% to 0%.
- Rebuilt and managed the lead management department by hiring a supervisor and two lead coordinators. Improved turnover from 100% to 0%.
- Administered business measurement metrics.
Data Analyst Feb 2003 – Sept 2005
- Developed several business measurement metrics using Microsoft Access and Excel.
- Maintained and published these metrics to several levels of management and the sales representatives.
- Enhanced commission system and programmed several new commission plans and charge back plans for as many as 50 sales reps.
- Performed data analyst and special projects for the V.P. of the window divisions.
- Developed and submitted regular reports to our primary vendor of window and door products.
Operations Manager Feb 1999 – Feb 2003
- Managed staff of nine. Responsible for order processing, purchasing and receiving, production scheduling and assembly, delivery, billing, and IT.
- Managed project of converting to new software for all functional areas.
- Managed relocation of the business to new facilities.
- Developed Sales Compensation system using Microsoft Access.
Summary of Prior Experience:
Pella Window and Door Company of Oregon (Previous Owner) Feb 1994 – Feb 1999
Operations Manager:
- Managed staff of 15. Responsible for order processing, purchasing and receiving, production scheduling and assembly, delivery, product service, and IT. Improved quality and customer service significantly.
- Managed successful move to new location without interrupting deliveries or customer service.
Pella Corporation – Regional Sales Manager, Distributor Development Analyst, IT Senior Systems Analyst
Equitable Life Insurance Company of Iowa – Manager of Actuarial Statistics, Actuarial Student
Education: B.A. in Business Administration and Minor in Mathematics from Central University of Iowa
References:
1. Matt Long, CEO, JE Higgins - 925-***-****
2. Dana Brandt, Project Manager, JE Higgins - 925-***-****
3. Aaron Brown, Program Manager, JE Higgins - 503-***-****
4. Andraya Martin, Marketing Communications Manager. JE Higgins - 209-***-****
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