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Customer Service Manager

West Palm Beach, FL, 33417
August 10, 2012

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**** ******** **., **** **** Beach, FL 33417

Home: 561-***-****

Materials Management • Supply Chain Management • Logistics

• New Plant Start-Up / Capital Improvements • Purchasing and Contract Negotiation

• Tactical Planning & Operations Management • Turn-Key Services & Reverse Logistics

• International Vendor Sourcing, Negotiations, & Qualification • Distribution & Warehousing Operations

• Product Development & Manufacturability • Supply Base, Supply Chain Management

• Manufacturing Information Systems • Inventory Planning & Management


Flextronics Global Services, a strategic business unit of Flextronics, with over 27 sites worldwide. – Memphis, TN 2011

(Company executed an unexpected RIF due to business unit relocation out of country)

Site Director of Materials

Direct and support all Purchasing, Planning, Scheduling, Shipping, Receiving, Traffic, Warehousing, and Fulfillment operations across all customer teams for both site locations.

Insure all customer objectives are met and in compliance with customer stated processes and procedures.

Negotiate Key leases for sites for all equipment needs along with reconfigurations/layouts for space optimization and maximize ROI.

Tyco International, a 17 Billion dollar multi-divisional company – Boca Raton, FL 2008 – 2011

Organization tasked with supporting ADT and Sensormatic Business units for Reverse Logistics flows/Spares planning with multiple Distribution Centers and in house Repair Center support for product returns. (Company shutdown Reverse Logistics Operation and moved it to Mexico)

Demand Planner/Buyer

Support the customer service group for urgent customer shipments nationally taking a program from 5-6 requests a day to over 100 shipping same day. Provided backup for purchasing activities for shipping department and materials support. Responsible to monitor and manage our Canada DCC for inventory levels, scrap and shop build needs for the third party repair center. Handle special projects for logistics and planning operations as needed.

SUPPLY STRATEGIES, LLC – Fremont, California • 2000 - 2008

A consulting company providing support in materials management, supply chain management, production control, distribution, manufacturing, operations, logistics, information systems, purchasing, fulfillment, and new products services to high tech companies.

Senior Consultant/Principle

Developed operational infrastructure for a high tech start-up with budgets and systems for internal control, negotiated contracts and strategic agreements with key suppliers for product launch and support.

Defined purchasing strategies/sources, MIS system, distribution, customer service, production control, supply base management, and fulfillment functions.

Traveled frequently to Taiwan and Korea to collaborate with design engineers on a twin screen notebook product, defining and finalizing feature sets, key assemblies for ease of service, performance specs, packaging, quality, customer service, and sources.

COMPAQ COMPUTER CORPORATION – Sunnyvale, California • 1998 - 2000

Formerly DEC Group, specializing in the sales of PCs, servers, equipment services, high-end computers (Tandem), and DEC Alpha units internationally. The #2 ranked PC Company specializing in personal computer and server sales worldwide.

West Coast Operations Manager / Site General Manager

Directed Plant Turnkey operations for Fortune 500 customers doing fulfillment, on demand CDR/floppy replication, manufacturing, purchasing, distribution and inventory control. Direct plant personnel and processes to facilitate same-day shipment of the finished product on a global scale.

Regenerated the business plan, complete with business strategy and budgets, developed and executed a staffing plan, sourced equipment at reduced prices, set up the assembly area with defined flows for maximum utilization of space/people, and launched a fully-functional production facility within a five month time frame.


LOGISTIX, INC. – Fremont, California • 1996 - 1998

A major Turnkey Services provider to Fortune 500 companies in Silicon Valley for manufacturing, fulfillment, software replication, assembly, call center, distribution, integrated supply chain management, and a full range of turnkey services for customers worldwide, with facilities in the US, Mexico, Europe, Hong Kong, and Taiwan ($700M in annual sales).

Global Supply Base/Chain Manager

Conducted purchasing and service negotiations for the company and its customers, from office supplies through cafeteria services, freight carriers, air services, trucks, insurance, temp contracts, consulting agencies, manufacturing support materials, packaging, print, leasing contracts, media, hardware, software, computers, and tools. Oversaw RFQs to ensure compliance to processes, goals and customer agreements. Provided leadership and direction to Distribution Function and Traffic for customs and routing, with 12 direct reports, 35 indirect reports, plus dotted line responsibility for 60+ buyers, coordinators, and remote site commodity managers.

Converted a fragmented group into a strong focused cohesive working unit, creating a very solid support organization that realized millions of dollars in savings to customers, the company and our customer base.

Supported sales efforts by conducting customer presentations to demonstrate the value add our SBM function provided.

Improved traffic and distribution service levels throughout the customer chain while reducing costs and headcount.

Slashed technical purchase costs by more than 15% over the prior year’s costs (saving $670K), reduced MRO spending by 50% annually (saving $125K+ per year), and lowered freight costs on overnight services by 38%.

Conducted joint supplier reviews with customers, worked with new suppliers to institute Logistix’s concepts and processes, and managed a worldwide vendor base.

Worked with a joint venture CD partner to reengineer their entire plant’s processes, systems, and controls to achieve higher quality and response time, increasing our sales volumes from six million units per year to 13 million plus per year with cost savings of more than 23% in the end product.

Negotiated and executed hardware modifications that yielded $32M in savings for another key customer.

Implemented demand-pull for a customer that reduced inventory and scrap material, resulting in savings of $2M+.

Collaborated with one customer’s design group to save more than $1.1M in annualized purchases.

Overall, developed and grew the SBM Group from three commodity managers into four key focused teams supporting an expanded customer base and commodity mix, with revenue volume increases of 33%.

CANON COMPUTER – Memphis Tennessee / Costa Mesa, California • 1993 - 1995

A Division of Canon USA, and Canon Japan. Marketing Canon Bubble Jet Printers and PCs in the US and Canada.

Corporate Director of Manufacturing / Site General Manager

Recruited to transition Canon Computer from a hobby business (acquiring completed units for resale) to an all-inclusive computer manufacturer (from purchasing the components through assembly and testing). Heavy involvement and interaction with Canon Corporate Quality organization and the senior management team residing in Canon Japan.

Investigated potential sites for manufacturing plant build out, selecting a site that saved Canon more than $400K per year in lease fees (saving $6M over lease term) over a site previously reviewed and targeted.

Sole responsibility for building, equipping, and staffing the new manufacturing facility, working closely with a manufacturing engineer to establish layout of all areas and interface with the contractor for build out of the building.

Hired Quality and Manufacturing managers, and collaboratively generated training materials, quality standards and practices, and documentation procedures to reflect all processes and controls.

Set up a supply base for parts and assemblies, traveling extensively to identify, qualify, and negotiate key contracts with critical commodity suppliers both in the US and Far East.

Rolled out the first product within eight months of project initiation driving gross revenues up to $10M per month (from hobby revenues of $5M per month), while reducing costs by 30-40%.

Raised material flows and hired/trained additional staff to handle a 2X volume increases the second month of operation, with consistent increases as demand raised, to 6X the original plan within the first six months of operation.

Retrofitted the site, adding more lines and conveyors with no down time, and grew staff to 150 employees. Produced systems at 25-30% under previous costs with the flexibility to manufacture systems to coincide with fluctuating trends.

Created a new revenue stream by overbuying tightly constrained commodities and selling the surplus to realize profits of a few hundred thousand dollars per month in addition to the PC unit sales profits.

Negotiated new credit terms with Far East suppliers, enhancing cash flow (migrating from traditional FOB dock L/C terms).

SPACELABS MEDICAL – Chatsworth, California, Oregon and Washington State • 1990 - 1993

An international multi-site medical company producing critical monitoring devices/medical supplies for hospitals and clinics with sales over $750M annually.


Materials Manager

As Materials Manager directed materials planning for the California site along with materials planning support to the Washington and Oregon sites for common parts. Loaded and controlled the Corporate MRP system, verifying MRP output and database maintenance. Generated work orders to the manufacturing floor, scheduling PCB build lines and system builds, memory programming and oversaw return’s processing from customers through disposition of materials.

Managed the Medical Supplies Division’s fulfillment operation, from loading master schedules to directing the procurement process to meet deliveries for same-day orders, driving revenues from $300K to $1.1M per month.

Catapulted order processing volumes by 40%, simultaneously slashing backorders by 35% and fill/ship errors by 17%.

Identified and resolved system application/program problems, resulting in enhanced material flow and support to manufacturing lines, a 90% reduction in inter-plant backlogs, and an 88% reduction in material shortages.

Worked with Sales, Marketing, and buyers to reduce order-processing cycle times and create new marketing programs.

DYNABOOK TECHNOLOGIES – Westlake Village, California / Huntsville, Alabama • 1987 - 1989

A high tech start-up company, developing, designing and engineering a new leading edge notebook PC.

Provided complete site management, turnkey service support, sourcing, and MIS Operations for the Corporation.

Director of Southeast Operations

Established sources to support the product, negotiated contracts, qualified vendors, instituted credit terms and tooling/fixture budgets, and managed cash outflow to suppliers, subcontractor operations, and recruitment/training of staff.

Defined the manufacturing IS strategy and directed the installation and management of MIS to facilitate the business model.

TANDON CORPORATION – Chatsworth / Thousand Oaks / Simi Valley, California • 1986 - 1987

A major manufacturer of PCs (marketed primarily in Europe) and disk drives, generating approximately $700M in annual sales.

Corporate Materials & MIS Manager

Directed material planning to support manufacturing sites in three US locations and India, from planning and controlling material flows in and out of the sites through direction of MIS, traffic, distribution, and manufacturing systems.

Refocused distribution for expansion from five OEM customers to hundreds of storefront customers with no increase in resources.

Negotiated rates with carriers and forwarders for domestic and international freight movement, achieving a 27% reduction in costs.

Designed and implemented a separate demand configuration and test line to address special orders for PCs.

Escalated growth in manufacturing a couple of OEM computers at a few hundred units per month to thousands of units per day.

IBM CORPORATION – Personal Computer Division - Boca Raton, Florida • 1981 – 1986

Division HQ Manufacturing Staff

Defined the Production Control organization for the IBM PC venture, and controlled build lines, material flows, new product releases, schedules, MRP, ordering, and work in process.

Defined and directed the production control operation while creating new ways to accomplish goals outside IBM’s standard models.

Set up procedures, systems, and tools for the materials organization.

Spearheaded site selection and set up of the West Coast Distribution Center to warehouse and distribute printers and monitors purchased overseas, complete with aggressive inventory controls to minimize levels and support ramp up.

Worked with MIS to define the bar code system and methods of tracking units through the entire process.

Collaborated with Customer Service to define new policies, methods, and practices to support the IBM PC worldwide.

Installed time dependent critical modification for the initial PC program product launch in the Texas region.

Piloted the production control organization from three to 30 employees throughout five departments in a two-year time frame, growing production from 15,000 units per year to more than 750,000 units per year.

Spearheaded the installation and use of MAPICS along with other tools to manage high dollar parts to keep inventory winning the inaugural Division Award for Inventory Management.

Recipient of the highest IBM Management Award for Excellence, presented by the IBM Personal Computer Group.

Selected for a special assignment to reorganize a struggling subcontractor’s plant to evaluate staffing, material flows, shop floor and layout, processes, systems, organization, and distribution to save a new IBM product launch. Product met Launch date.


Mechanical / Electrical Technology College Courses • Master Scheduling • DRP • Warehousing • Supply Base/Chain Management • Inventory Control • Procurement • Fulfillment • Order Entry • Work in Process Control • Continuous Flow Manufacturing • ERP System Installation & Characterization • GMP Processes • Cultural awareness Training for Far East Suppliers & Canon Japan HQ

APICS • NAPM Reverse Logistics Association Council of Supply Chain Management Professionals

Institute for Supply Management of Silicon Valley

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