Colin May Email & Phone Number

Sydney, Nsw, Au

Greater Sydney Area

Key responsibilities • Purchase order management of both direct and indirect purchasing of goods and services for end customer use, production needs for assembly of goods sold, service needs for equipment used internally and by customers and other requirements for the business.• Market Research for direct purchasing.• Supplier Management including supplier quality and delivery performance, meetings with critical suppliers, creating partnerships to ensure materials delivery at the right price.• Responding to PO follow ups and other email enquiries.Key achievements • Achieve $120K in savings from Market research after identifying alternative sources for same products or from renegotiating current purchase pricing to lower pricing.• Training of new staff within 3 weeks of starting in SAP and purchasing processes.

Smithfield

Key responsibilitieso Manage and source of Product Plus articles from both our strategic suppliers and suppliers who we may not have dealt with before and providing assistance for our sales team to turn around quotations to our customers within our SLA.o Monitor end-to-end Sourcing to Delivery process, ensuring stock is purchased in with competitive price to reduce costs and maximize margin, and stock is delivered to customer on required date.o Responsible for creating and optimizing work procedures and driving both process and continuous improvement for our Product Plus offering to the business.o Create and maintain accurate item, vendor and order database.o Drive vendor delivery performance and resolve non-conformance issues enabling efficiency of inbound logistics processes.o Reporting on overdue PO, quotation turnaround, PO conversation rate and vendor analysis on monthly basis.o Leading other Product Plus staff to ensure all key responsibilities are met.Key achievementso Creating and implementing end to end process for Product Plus offering and rolling out to the business and ensuring familiarity with process which has enabled more appropriate opportunities to be identified by our sales teams.o Identifying strong strategic suppliers/vendors who our business could benefit by offering their product range and moving them to our core product to increase sales.o Tripling sales within 5 years for our Product Plus offering and having to add extra head count to cope with the extra effort in increasing sales.o Helping to implement Product Plus processes for our South East Asian (SEA) operating companies within our group.o Training of new staff across SEA to successfully transition to their roles within Product Plus.o Helped secure several large tenders by negotiating best pricing with vendors.

Smithfield

Key responsibilities o Lead, coach, motivate and mentor a team of Technical Support Staff in a contact centre environment to provide product information and suggestions along with technical solutions to customers by phone, fax, email and live chat while maintaining a high level of performance.o Train and upskill Technical Support staff to adopt a 1st call resolution practice with learnings on how to place orders and provide quotes to customers once the technical part of the call was over.o Achieve and exceed targeted KPIs with a CI approach with things such as upselling and sales generated by the team.o Meeting set service level agreements with internal and external customers with things such as all enquiries actioned same day received before 6pm and reducing wait times on customer calls.o Improve existing processes to create added value for the business.o Manage escalated issues from both customer’s complaints and product problems.Key achievements o Created reporting of tracking revenue gained from bill of material cross referencing done from team that had been non-existent for years prior. By doing this, showed value added by performing this activity.o Launch live chat for business in 2013. Grew revenue in FY14 via live chat channel to double of previous year’s revenue by reducing resource in non-value-added activities. o Adequately training of all Customer Service staff in preparation for SAP implementation in 2012 to ensure smooth transition.o Numerous internal courses completed including CI Training (Yellow belt in Six Sigma), Leadership Coaching, Interview Techniques for Recruiting and Team Leader Essentials.

Smithfield

Key responsibilities o Lead, motivate and develop a team of Customer Service Representatives in a contact centre environment to provide exceptional customer service to B2B customers.o Train new staff members in systems including JDE and CRM along with processes used to enhance the customer experience that leads to customer satisfaction including order placement, quotes, delivery enquiries and credit requests. o Liaise with other departments including Operations, Sales, Inventory, Accounts and Product teams, to ensure customer needs are met.o Ensure service level agreements are met including order placement cut offs, error rates, customer ring and talk time as well as phone excellence using call coaching techniques. o Identify improvements to processes and implementing changes. o Manage escalated customer issues and seeing it through to a successful conclusion. o Call Coaching of staff to improve service to customers.Key achievements o Managing the whole Customer Service (front office) team in a 6-month absence of the Customer Service Manager without impact in customer service levels (approx. 25 staff).o Became Internal Quality auditor to help with ISO 9001 certification (SAI certification).o Oversaw implementation of new phone system and ensured adequate training was given to all Customer Service staff for use. Administrating the system from knowledge gained.o Team Leader and Leadership coaching courses completed.o Seeing team members who you have trained and coached being promoted within the business.

Smithfield

Key responsibilities o Providing exception customer service.o Processing of customer orders and quotations received by telephone, fax, mail and email.o Manage order enquiries from customers such as delivery enquiries and credit requests.o Upselling customer orders.o Dealing with customer complaints.Key achievements o Joining our key account cell to provide specific request for large customers.o Consistently being one of the top KPI achievers.

Australia

Running of a community website for Australian Poker PlayersGrow website traffic and player recruitment. Brand awareness by advertising on social media.Working with strategic partners to improve player participation.Develop deals with business partners to generate income from site. Website building and structure creating.

Riverstone

Key responsibilities o Purchasing of stock from local and international suppliers.o Creating and distribution of marketing material for customers.o Following up on delivery enquiries. o Opening and maintenance of customer account.o Sales manager for around 100 accounts.o Taking customer orders.Key achievements o Creation and distribution of first catalogue for the business. o Helping with implementation of new accounting system (Capital Accounting).