customer service manager resume example with 9+ years of experience
- , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- :
A highly motivated and ambitious customer service professional well-versed in building productive relationships, resolving complex issues, boosting customer service excellence with detail-oriented approach and dedicated follow-through. Brings 10+ years background maintaining customer satisfaction and contributing to company success.
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Westamerica Bancorporation – Calistoga, CA,
- Manage ~$300M Beverage Paperboard business (3 Soft Drink National Accts)
*Manage customer service team (4 direct reports) by providing daily leadership and support in the following areas:
~Service to our customers - OTIF target is 98%
~Order and inventory management
~Problem solving (i.e. transportation issues, production delays, capacity constraints, team workload constraints)
~Process improvement (i.e. warehouse - inventory discrepancies, shipment delays, reporting needs; opportunities to improve internal flow of communication across key stakeholders )
~Cost recovery (my team recovered $3M in 2021)
~ Growth/development, coaching and mentoring of direct reports
~ Onboarding and training of new hires
*Succession planning
*Attend customer calls and internal team calls
*Work with key stakeholders across supply chain to find solutions to improve service to our customers, to our internal processes, and look for opportunities to optimize plant efficiencies.
*Provide operations support and serve as the Beverage division liaison to cross functional teams including our commercial teams to strategize on sales trends, projections, to stay connect on customer (and customer service) needs/expectations and discuss obstacles to find solutions.
* Americas Exceptional Award winner - Q3 2021 (Pepsico)
* Americas Exceptional Award nominee - Q2 2021 (Keurig Dr Pepper)
Graphic Packaging International, Inc. – City, STATE,
- Lead and supervise Beverage Customer Service team providing Sales and Customer Support for $140M Beverage business
- Lead weekly team meetings engaging Sales and Sr. Product Development Manager sharing service updates, discuss opportunities for improvement, new product launches and review monthly key performance metrics
- Supply Planning (Note: In 2018, a Supply Planner position was created to perform this job function)
*Weekly review of customer forecasts and inventories to prioritize production schedules to meet customer demand while optimizing plant resources.
*Participate in the development of production run strategies each year to ramp up inventories in preparation for peak-season
* Lead weekly project calls with customer material planning team to review product availability, inventory position, discuss anticipated demand spikes, material obsolescence and timing of new product and promotional launches.
- Inventory Management
*Daily inventory management targeting 90-days of supply, weekly analysis to identify and solve for inventory discrepancies. .
* Monthly review of high risk materials to ensure inventories are aligned with pre-set min-max parameters to reduce the risk of potential write-offs.
*Manage the inventory allocations of promotional packaging materials shipping to obsoleting inactive materials
- Project Management
*Manage customer promotions, new graphics and lead the efforts in coordinating with our production plant and graphics team to help ensure timely delivery of materials to customer
* Provide estimates to customer for pending projects and issue invoices for completed jobs.
* Creation and monthly tracking of project related invoices and costs
* Provide weekly project status updates to customer and internal stakeholders
- Aged Inventory Management
* Aged inventory has been reduced by $550K since Fall of 2013
- Prepare and publish Monthly and Quarterly Sales Reporting
- Lead department lunch and learn training to review new and current processes related to day-to-day functions of Sales & Ops Support.
- Create new hire onboarding strategies to improve success rate and ease transition
- Provide operations support and serve as the Beverage division liaison to cross functional teams
- Provide coaching and mentoring to new hires in an effort to improve their self- confidence and decision making capabilities
- Lead the efforts in the creation of a skills matrix to implement a growth and development plan for direct reports
- Proactively identify and seek out opportunities for process improvements
Graphic Packaging International, Inc. – City, STATE,
- Provided exceptional Customer Service to internal as well as external customers
- Processed customer orders in a timely fashion
- Coordinated with Logistics Team to ensure timely delivery of materials
- SupplyPlanning
*Coordinated with production plants and customer material planning team to manage inventory levels and product availability
- Prepared weekly inventory reports
- Assisted with managing payment discrepancies
- Processed credits and debits as needed
- Lead A/R Management and Reconciliation Project
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Resume Overview
School Attended
- Kennesaw State University
Job Titles Held:
- Customer Service Manager
- Sales & Ops Support Supervisor
- Sales and Ops Support Coordinator
Degrees
- BBA
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