Experience

BAND-IT IDEX

• United States
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• Customer Service Representative

  • Nov 2021 - Present



Guilford Performance Textiles

• United States
• Textile Manufacturing
• 100 - 200 Employee

• Customer Service Manager

  • Oct 2017 - Dec 2019

  Key Responsibilities:● Accountable for the training and direct management of five Customer Accounts Analysts who manage automotive customers based throughout Europe, China, Turkey and USA, with an average weekly sales volume circa 1.5million plus per week, maximise productivity through ongoing performance monitoring and review● Execute HR policies including sickness/absence monitoring and reduction; conduct staff 1-2-1s and appraisals, implement performance improvement plans to enhance staff productivity● Achieved 98% On time delivery from 95% prior KPI target and Premium freight cost budget reduction by 40%.● Resolve operational issues and escalations of customer delivery issues and complaints, follow up to ensure resolution● Promote a culture of high-performance to deliver a best-in class proposition for customer service● Oversee all daily / weekly performance meetings and sharing best practice with colleagues for improvements● Support the growth of the business by participating in projects, leading on areas that impact the Sales and Customer Service Teams● Utilise expertise to identify potential new methods of improving team and business efficiency raising customer satisfaction, service and retention levels● Serve UK Leadership team member of business project to move the lamination process from the UK facility to new plant in Poland and ensure seamless transition of customer supply● Utilise expertise to educate and advise the new logistics team in Poland● Play a key role in weekly UK Leadership Team meetings, highlight and report on customer escalations, delivery performance and premium freight costs● Conduct customer schedule analysis and obsolescence claims● Oversaw Inventory Management through stock redistribution and redirection to customers avoiding E&0● Outside Processor production planning and raw material delivery plans● Enhance revenue by managing customer debits review, approval or rejection. Negotiation to reduce claimed costs Show less

• Program Management Coordinator

  • Mar 2016 - Oct 2017

  ● End to end managing of all program activities relating to pre-launch support, supported program deliverables award through the start of production (SOP) are achieved for successful production handover● Continuous communication with the OEM Business Managers and close liaison with the R&D Engineering technical team, production planning and the customer account analysts● First point of contact for distribution of program information and assignment /delegation of tasks to complete program task list requirements● Managed the entire completion of program PPAP’s, run at rates, PSW’s defined by the program management team and customer deliverables● Mitigated any risks to program deliverables by continuous reviewing of program timing plan through daily program follow up, set objectives in line with organisational needs, including scope, content, timings and budget; planned work schedules and deadlines to meet the agreed needs● Liaised with customers throughout the pre-launch products, monitored orders, arranged shipments to the customer and advised of any issues● Maintained and distributed Manual 12 week production schedule for all customer pre-serial build orders, with weekly meeting with planning department to discuss potential issues and obtain raw material commitment Show less

• Outside Processor and Weaving Production Planner

  • Nov 2012 - Mar 2016

  ● Production planning across 17 weaving machines ● Worked closely with key stakeholders to create a work unit forecast plans that enabled achievement of the long term forecast goals● Planned network capacity by interval to achieve service level, cost and productivity goals● Communicated regularly with key stakeholders to close any capacity gaps and mitigate capacity risks by managing dependencies ● Regularly analysed work unit arrival patterns and team productivity to maintain an accurate day of week and interval workload pattern by skill and work unit type● Managed the planning and coordination of the scheduling of network non-productive time● Identified and managed optimal scheduling approaches ● Planned materials to 12 Outside Processors based throughout Europe in line with the Tier 1 customer scheduled requirements and lead times required by the OP’s, often with complicated process routes● Utilised forward planning skills to schedule 3PL transport for shipments from the OP’s to customers● OP Inventory Management, SOX compliant Cycle counts, and Bi-annual OP stock-takes and reconciliation Show less

• Customer Service Associate

  • Oct 2001 - Nov 2012



Coats Viyella

• Fabric Exam Manager

  • Aug 1990 - Sep 2000