Craig Ehrlich Email & Phone Number

Munich, De

• Added additional responsibility for Houston and Philadelphia Customer Support groups.• Successfully coordinated and implemented Customer Satisfaction Surveys for Sales Support and Technical Support.

Munich, De

• Expanded Sales Support Center from managing one region with sales of $100 million annually to managing three and one-half regions with annual sales of over $500 million.• Expanded staff from 10 direct reports to 19 direct reports.• Increased Aspects of Leadership score by 19 points from FY06 to FY07 on Employee Satisfaction Survey.• Increased score on “Manager gives feedback” question by 16 points from FY06 to FY07 on Employee Satisfaction Survey.• Resolve Customer Accounts in Dispute (CAIDS). Achieved rate of $0 over 30 days past due against a goal of $5000 or less. Rate was maintained for entire supervisory tenure.• Member of team responsible for coordination and implementation of transition plan to move Sales Support from Los Angeles to Chicago.• March 2007, selected to participate in Sales Support Best Practice Recognition event in Orlando, FL.• Coordinated and implemented transition plan to move Sales Support from Denver and Indianapolis to Chicago.• Member of CAID Process Improvement team. Standardized processes for avoidance of CAIDS and for resolution of CAIDS.

Munich, De

• Member of team responsible for project to transition order management from Sales Services to Customer Service group.• Monitor and measure standard Customer Service metrics monthly. Achieved monthly abandonment rate of less than 2% (national average is 3%).• Resolve Corrective Action Requests.

Munich, De

• As a team member, mapped, analyzed, and standardized all processes related to the Customer Service function.• Developed Standard Operating Procedures (SOPs) and Best Practice processes for implementation in National Customer Service group.• Created monthly calculation for Key Performance Indicator (KPI) of Promptness of Credits.

Munich, De

• Member of RGA/OCS Enhancement Committee. Major achievements include RGA search capability improvement and consolidation/enhancement of all reports in RGA and OCS.• Responsible for Technical Application Support including all technical inquiries, sales training, first level marketing, and cross-references.• Re-engineered Returned Goods process to reduce evaluation time, decrease credits, and improve customer satisfaction. Average monthly cost for credits fell 73%.• Restructured Technical Support Department to create technically focused groups.• Developed and implemented metrics consistent with Technical Call Center indices.• Directed the development and implementation of web-based applications including List Number Reference, Definite Purpose Suffix Reference, and Product Suffix ID. Applications provide all of SE&A access to previously unavailable data.

Munich, De

• Managerial responsibility for Sales Training, MARCOM, and Web Development.• Directed the updating, typesetting, printing and distribution of Industrial Controls Catalog (CPPC-06000). $250,000 project delivered on time and within budget.• Analyzed existing processes and equipment for on-site printing operation. Leased a state-of-the-art copier, resulting in projected lease savings of nearly $800,000.

Munich, De

• Managerial responsibility for entire Technical Training Department, including budgeting, scheduling, coordinating details, and delivering presentations.• Conducted 25-35 seminars annually, covering range of Industrial Control Products.

• Responsible for all aspects of Sales Training Seminars.• Developed and coordinated Sales Engineer training program for recent college graduates.• Delivered Effective Presentations course to Marketing personnel.