Customer Service Manager Resume Example Aplegen, Inc

CUSTOMER SERVICE MANAGER

Professional Summary

Versatile Customer Service Manager with extensive experience in Planning/Scheduling/Procurement who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of planning/buying and an unsurpassed worth ethic, excellent communication, organizational and analytical capabilities.

Skills

ERP System knowledge
7+ Years Production Planning/Purchasing Experience
Inventory management
Lean and Six-Sigma Manufacturing
Detail Oriented

Multi-site operations management
5+ Years Customer Service Experience
Managed 60+ Distributors, 800+ Customers, 3 Divisions
Excellent Communication Skills
Skilled Multi-Tasker

Work History

Customer Service Manager, 09/2011 to Current
Aplegen, Inc – Pleasanton, CA

Successfully managed the activities of two divisions at multiple locations.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Trained employees to ensure quality customer service Responsible for entire order life cycle (Client management, quotes, order processing, planning, fulfillment, and billing).
Work closely with end users, Domestic Distributors and International Distributors as well as internal teams.
Provided detailed monthly departmental reports and updates to senior management.
Key Responsibilities: Order Management: Manage the Quote to Billing process, work with Marketing to manage contracts, price lists, release letters. Account Maintenance: Maintain accurate client details, and contact/user records on internal systems, reconcile any sales order/billing issues. Relationship Management:Establish key client relationships in order to facilitate improved administration and customer satisfaction.
Manage and resolve external & internal queries relating to quote/order status, client account information.
Acted as a liaison between outside sales representatives, distributors and multiple accounts.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Extensively trained new and existing employees.
Monitored workflow and processes throughout the transition process.
Conducted one-on-one tutoring sessions for employees.
Created training instructions.
Trained, coached and mentored staff to ensure smooth transition.

Planner, Buyer, Scheduler, Service Planner, 05/2001 to 09/2011
Molecular Devices - Danaher Corporation – Sunnyvale, CA

Received and screened a high volume of internal and external communications, including email and mail.
Maintained up-to-date and accurate repair logs.
Analyzed customer requirements and established appropriate schedule for all RMA activities.
Collaborated with purchasing and planning department to procure all materials for repairs.
Provide RMA support for all production assemblies and recommended appropriate materials.
Managed communication with customers and resolved issues of any sales order.
Maintained and interpreted RMA database and reports for tracking orders.
Handled Domestic and International Inside sales.Responsible for effective, timely, and accurate communication of orders to key planners/buyers, including relevant documentation.
Responsible for routine order processing and served as day-to-day customer interface.
Interface with internal departments to coordinate repair and build of products.
Proven ability to manage the department when needed.
Trained new employees as well as cross-training current employees to help them become more knowledgeable in our processes and our products; directed work flow for the Order Management Department Organizing release of manufacturing jobs to production floor and outside subcontractors, manage vendor relationship with subcontractor.
NMR coordinating, Purchase requisitions for subcontractor assembly Analyze demand
Reduce Trunk Stock Through Effective Spare Parts Planning
Service spares planning, service fulfillment delivery and service operations
Responsible for running MRP on a weekly basis.
Planning and scheduling using MRP output, forecast demand, and production capacity, review backlog.
Worked closely with global supply chain to reduce cost, achieve max.
Examine documents, materials, and products, and monitor work processes, in order to assess completeness, accuracy, and conformance to standards and specifications.
Review documents such as production schedules, work orders, and staffing tables to determine capacity and materials requirements, and material priorities.
Confer with department supervisors and other personnel to assess progress and discuss changes.
Revise production schedules when required due to design changes, labor or material shortages, backlogs, or other interruptions, collaborating with management, marketing, sales, production, and engineering.
Confer with establishment personnel, vendors, and customers to coordinate production and shipping activities, and to resolve complaints or eliminate delays.
Process requisition, receives quotes and places purchase order necessary to meet production demand by monitoring and conducting follow ups on purchase orders to maintain on time delivery.
Analyze inventory and usage trends to determine procurement quantities.
Maintain inventories of materials and supplies necessary to meet production demands

Administrative Assistant, 03/2000 to 03/2001
Bowman Capital – San Mateo, CA

Managed the President's complex and frequently changing travel arrangements and coordinated the pre-planning of trips as well as travel arrangements for other executives and staff.
Planned meetings and prepared conference rooms.
Managed the day-to-day calendar for the company's President as well as other Executives.
Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
Collaborated with other administrative team members, human resources and the finance department on special projects and events.
Performed Human Resource duties kept track and entered detailed information into HR database, ordered business cards for new employees, explained new benefit packages and processed benefits, set up training and Ergonomic Consulting.
Managed and planned to stock 4 kitchens and daily lunches for 4 buildings.
Helped plan company wide events, dinners, seminars, mailings, and board meetings.
Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.

Education

Diploma: Architectural Drafting, 1 1999
Silicon Valley College - Fremont, CA
Architectural Drafting

Accomplishments

Customer Service:Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Played an instrumental role in increasing customer satisfaction as Customer Service Manager.
Buyer: Managed purchasing for multiple product lines as well as spares.
Production Planner: Personally managed production/planning activities to guarantee orders were shipped on-time.
Lean Manufacturing: Successfully completed project to consolidate and transition Pennsylvania Plant to our main Manufacturing Plant in Sunnyvale. Credentials include a Six Sigma Whitebelt certification, Kaizen training completion, Kaizen Project completion and Kaizen Project Leader.

Resume Overview

Companies Worked For:

Aplegen, Inc
Molecular Devices - Danaher Corporation
Bowman Capital

School Attended

Silicon Valley College

Job Titles Held:

Customer Service Manager
Planner, Buyer, Scheduler, Service Planner
Administrative Assistant

Degrees

Diploma : Architectural Drafting , 1 1999

Customer Service Manager Resume Example

Resume Score: 100%

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