Dawn Curzons Email and Phone Number

MHFAiderDaily SAP usage.Managing and maintaining material master Raising Sales orders and quotes, in a timely manner.Invoicing / Credits and ensuring all charges are captured.Stock interrogation to confirm availability and lead time.Responding to customer enquiries by email and telephoneExcel analysis.Daily sales performance reporting SAP BIExcel trainer, basic, intermediate and advanced

Company went into administration • Strategic account management for NFT’s largest picking clients across chilled warehousing and distribution.• Develop strong and positive working relationship with Clients• Adding value and creating growth by providing solution based efficiencies and improvements.• Compiling, analysing and reporting on all key performance indicators on a weekly basis• Holding monthly management meetings to present operational performance over areas of focus• Analysing and agreeing stock loss and debit notes to identify liability • Managing the interaction between client and operations, ensuring all commercial measures are met.

Working on the Jaguar Landrover Account• Oversee the Customer First Market Response Team – Critical Parts, Customer Support and Central Support• Champion Process Improvement, finding proactive ways to improve the customer and client experience.• Ensure key metrics and glide paths are achieved• Internal and external reports• Build and maintain customer focused teams• Work closely with Operations & other key stakeholders taking ownership of all enquiries driving through to successful conclusion

Manage the customer service team: setting objectives, performance reviews, motivation & offering on going support and coaching. Establish best ways of working and personal development and training plans for the team.Developed strong cross functional working relationships with Operations and Sales.Prepare customer SLA documentation in line with customer and business expectations. Member of the senior management team, involved in the project to identify and implement the vision and values for the company.

Responsible for total customer service. Homecare (B2C), Hospital (B2B), Travel and Factor Direct, total of over 40 FTE’s plus five direct reports. Ensuring all orders, queries and complaints are processed efficiently and accurately. Managed the restructure and relocation of the total Customer service team. Responsible for full CS budget of 600k, and Supply chain SLA’s.Heavily involved in the integration of a new Siebel system throughout Baxter UK. Ensuring CRM data transferred from in-house system accurately. Achieving stability within agreed 6 month period.. Developed a tier structure within CS to enable development, training and career progression.Attend external customer service summit to ensure Baxter was up to date with all new developments.Integrated the Hospital team to the National Distribution Centre and restructured the total CS departmentDeveloped and managed strong cross functional working relationships with 3rd party logistics provider and internal operational teams resulting in off fleet spend reducing by over 40%Implemented cross functional training plan for CS to ensure continuous improvement to the customer experience with first point resolution increasing by 75%..

Responsible for the management of the internal and external supply chain of coffee and associated products - across 13 sites Control of inventory levels in line with demandLine Management of supply chain, warehouse team and tele- sales department.Responsible for a team of four, field based, service engineers.Managed daily / weekly targets with sales team to ensure promotions were executed to achieve stretched KPI’s.Manage the integration of acquired companies into the Supply Chain solutionsManage CapEX budget spendLead Operational Excellence Inventory Management Project in UK, including new SAP stock management system, and review of purchase planning, resulting in reduction of stock by 20%, and clear forecast visibility.

• Six month interim placement. • Working in harmony with major key account Customer (Asda), Commercial and Supply Chain.• Ensure a robust promotional forecasting process(CPFR) is in place to drive forecast accuracy.• Maximise supply chain efficiencies by removing cost for overall chain. • Monitor sales performance by sku, highlighting trends and management of out of stocks at store level. • Responisible for all communication with account supply chain personnel, ensuring all launches are timely and successful, discussing, shelf fills, store distribution, and ranging. • Seasonal planning and delivering to plan.• Regular Supply chain service and forecast reviews with Customer and commercial teams.• Analysis of promotional activity using Retail Link.

• extension to contract to work in newly formed team.• To provide the key interface between Premier Supply Chain, Commercial functions and Customers.• The one point of contact for escalation points for all customer related matters.• Develop high value relationships with operations team.• Continuous Service Improvement.• To maximise supply chain efficiencies by removing cost from the overall supply chain.• Facilitate cross-functional team involvement to ensure enlignment• Identify,develop and implement business process improvements. • Regular Supply Chain service reviews with Customers and commercial teams.

• To design, test, train and implement all European SD processes within the “Transform to Win” initiative.• Perform an “as-is” analysis of existing European SD processes• Manage the regional SD representatives in order to drive resolution of conflicting requirements• Develop and maintain all functional documentation associated with the European SD processes• Identify and document User Requirement Specifications for all SD processes

• Managed a total of 26 customer care and sales support personnel. Providing leadership, directing their activities and evaluating and developing performance.• Delivered a change to the ways of working by effectively analysing both individuals and departments’ response times and output. • Ensure timely completion of tender documents for the supply of orthopaedic implants ensuring inclusion of all required technical information.• Supervision of loading of new product information including stock levels, pricing and lead times.• Production/maintenance of price list• Production of sales reports in response to requests from territory managers, customers, sales & marketing manager and regional sales managers, using SAP and Excel .• Administration and co-ordination of the product faults/product recall/customer complaints procedure• Compile period end KPI’s on sales/backorders/credits/OTIF/Loaner dispatches/ stock analysis/tenders and contracts/query management system/product faults and adverse incidents/repairs/recalls/quotation analysis• Restructured the Customer Service dept. Including Customer Care, Loaners, Bids and Tenders and Sales Support. To a regional structure, ensuring all knowledge and training transferred smoothly• Identified areas where additional resource was required and recruited in a timely and cost effective manner. • Responsible for delivering within period and annual budget.• Involved in the integration of Plus orthopaedics into Smith & Nephew.

Responsible for the management team at the Cocoa House.Worked on a six month project to relaunch the Cocoa House from Cadbury Cafe. Identifying stock avalaibility and new product developement. Working closely with Design house and interior designers. Designed new stock control system for Gifts Direct,to give clearer vision of product availability, resulting in more accurate forecasting.Analysed past sales, ensuring correct product mix, resulting in growth of 33% YOY in 2006.Managed Corporate contacts resulting in a 60% increase YOY in 2006 Identified peaks and troughs in sales resulting in driving forecast accuracy and reducing out of stocks.

• Set up a new customer care department for Birds Eye Walls. Providing first line contact for hauliers, customers and Birds Eye Walls.• Produced fully analysed reports on performance of operations, hauliers and delivery points, highlighting areas of concern. Providing back up for reviews with hauliers and customers. • Developed a strong working relationship with Birds Eye Walls, working together to increase service levels, meeting and exceeding customer expectations.

• Managed the Argos and Hughes Olivetti contracts. Consisting of both day and night shift warehouse staff and office staff. Working to tight deadlines. • Reported to customer senior managers on delivery performance to ensure that KPI’s were monitored and achieved.