Experience

United Enertech Corp.

• United States
• Wholesale Building Materials
• 1 - 100 Employee

• Customer Care Manager

  • Mar 2021 - Present



Robertshaw

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Senior Customer Relations Representative (Remote)

  • 2018 - Mar 2021

  Consistently build and maintain relationships with Robertshaw customers, ensure high levels of customer satisfaction, drive improvement in delivery and sales. Systematically mentor and train customer service representatives at Robertshaw plants in Mexico to ensure order entry and shipping accuracy. • Strengthen relationships between the customers and the individual plants by teaching customer specific requirements and reinforcing best practices• Manage all domestic communication for commercial customer base• Lead improvement activities and ensure implementation by working directly with plant customer service and planning during teams during semi-monthly visits• Develop and maintain reports and models for forecasting on time delivery and customer satisfaction Show less

• Customer Service Manager

  • Jan 2012 - 2018

  Comprehensively managed order and delivery planning for an industry-leading, multi-product manufacturer with over $50M in annual revenues, provided goal-oriented leadership. Maintained NAFTA documentation required by the Department of Homeland Security and submitted commercial invoice export reports to the Department of Commerce.Order Planning and Delivery Management• Managed order planning and forecasting for $50M+ annually• Reduced on-hand inventory by over $1M and improving turns to 13 annually through JIT-based materials-planning strategies, improved forecasting models, and reduced order-lead times.• Achieved exemplary client satisfaction rates through extensive analysis of production, order fulfillment, and related processes. • Improved order protocols by redesigning procedures, creating new performance metrics, and standardizing processes.• Streamlined order planning processes and worked with research and development to effectively manage new launches, product-changes, and high priority orders.• Restructured quoting process and successfully led sales account management for in-house accounts • Achieved improved supplier delivery by leveraging improved forecast modelsProcess Improvement and Team Leadership• Revised ordering models to achieve exemplary accuracy rates on existing order demand, and worked closely with Research and Development teams to develop the necessary material planning and pipelines to support new projects.• Intercepted mission-critical issues within the ordering process, mitigated risks, and identified potential improvements that subsequently led to real-world gains in performance.• Achieved budget and timeline goals across numerous projects through in-depth collaboration with cross-functional teams and continuously worked to align budgets, materials, and delivery strategies with long-term objectives. Show less

• Quality Engineer

  • May 2006 - Jan 2012

  Consistently achieved gains across numerous key performance indicators while building a culture grounded in common goals, efficiency, and excellence. • Achieved improvements in key metrics through in-depth analysis and driving root cause correction actions.• Restructured quality system to align corrective action process into a standard web-based program used by four global facilities and achieved green belt certification. • Improved first pass yield by meticulously analyzing processes and streamlining workflows through Green Belt-Level Lean Six Sigma training and 5S, Kanban, and Kaizen methodologies.• Authored ISO 9001:2000 and 9001:2008 quality manual, procedures and work instructions.• Led the ISO 9001:2000 and 9001:2008 internal audit team and the maintenance of the ISO9001:2000 and 9001:2008 certification.• Improved supplier delivery and quality performance through supplier onboarding and 360 product integration Show less

• Document Control and ISO Coordinator

  • Nov 2004 - May 2006

  Dramatically improved quality processes and key metric tracking, spearheaded numerous projects, and provided leadership with a quality first mentality for a team of up to 8 staff. • Designed and implemented a quality system project that integrated the systems of four companies and streamlined the documentation and report process. • Authored quality management system documentation including quality manual, procedures, control plans and PFMEA.• Introduced new intranet document control system.• Achieved ISO 9001:2000 certification. Show less



Brown Corporation Of Ionia Inc, The

• Motor Vehicle Manufacturing

• Lead Quality Engineer

  • Oct 2002 - Nov 2004

  Consistently enhanced plant-wide performance, surpassed goals, and exceeded expectations through continuous improvement strategies and by building high-performance teams. • Led all submission process of parts during a plant startup and the successful completion of the 5,000-defect free part startup as required by the OEM. • Leveraged extensive training and industry best practices to refine quality processes, resolved quality problems, and improved plant profitability. • Authored detailed reports for quality management systems and quality issues while working with engineering, production, and senior leadership staff to drive systemic, plant-wide progress. Show less