Head Of Customer Service
CurrentCurrently responsible for oversight of 6 customer service sites throughout North America with a combined departmental budget of $11M and 117 FTE’s, supporting annual sales of >$2.5BN in a MTO/MTS environment. Experienced at integrating acquired companies’ products into the Henkel portfolio and order entry process. Adept at developing and implementing new processes to achieve efficiency gains. Proven achievements resulted in 40% reduction in FTE’s over 10 years while able to consistently increase order volumes 5-10% annually. Collaborated on start up of a shared service team, several SAP implementations and implementing digital technology to streamline and improve order entry with notable cost reductions while meeting corporate goals of 75% digitalization.
