Reporting directly to the CEO and President. Hold full accountability for Distribution, Sales Order Administration (receipt and invoicing), Technical Support (complaints and warranty issues), Demand Planning, Supply Planning, Product Procurement, Production Planning, Inventory Control, Logistics and Customer Support. Manage a $7M budget, a team of 16 and a 3rd party consumer call center 9 agents taking consumer technical support and warranty replacement calls. • Introduced improved… Show more Reporting directly to the CEO and President. Hold full accountability for Distribution, Sales Order Administration (receipt and invoicing), Technical Support (complaints and warranty issues), Demand Planning, Supply Planning, Product Procurement, Production Planning, Inventory Control, Logistics and Customer Support. Manage a $7M budget, a team of 16 and a 3rd party consumer call center 9 agents taking consumer technical support and warranty replacement calls. • Introduced improved processes and procedures to deliver increased efficiencies and reduced cycle times.• Implemented Product Life Cycle Planning Meeting to control the introduction and discontinuation of SKUs. • Improved inventory turns 50% in 18 months despite reduced sales and financial limitations on inventory disposition. • Reduced overall inventory dollar value by 60% (from $72MM to $27MM) and doubled turns from 2 to 4. • Increased customer order service fill rate from 70% to 93%.• Improved forecast attainment from 70% to 90% and Forecast Mean Absolute Percent Error (MAPE) from 60% error to 35% error. Show less

Hired as Director of Operations for the Americas (US, Canada and Latin America) reporting directly to the Senior VP of Supply Chain. Hold full accountability for Sales Order Administration (order receipt and invoicing), Technical Support (complaints and warranty issues), Demand Planning, Supply Planning, Product Procurement, Production Planning, Inventory Control, Logistics and Customer Support. Manage a $1.6M budget, a team of 16 and a 3rd party consumer call center 9 agents taking… Show more Hired as Director of Operations for the Americas (US, Canada and Latin America) reporting directly to the Senior VP of Supply Chain. Hold full accountability for Sales Order Administration (order receipt and invoicing), Technical Support (complaints and warranty issues), Demand Planning, Supply Planning, Product Procurement, Production Planning, Inventory Control, Logistics and Customer Support. Manage a $1.6M budget, a team of 16 and a 3rd party consumer call center 9 agents taking consumer technical support and warranty replacement calls. • Introduced improved processes and procedures to deliver increased efficiencies and reduced cycle times.• Implemented Product Life Cycle Planning Meeting to organize and successfully plan the introduction and discontinuation of SKUs. • Improved inventory turns 50% in 18 months despite reduced sales and financial limitations on inventory disposition. • Reduced overall inventory dollar value by 38%.. • Increased customer order service fill rate from 70% to 93%.• Improved forecast attainment from 70% to 90% and Forecast Mean Absolute Percent Error (MAPE) from 60% error to 40% error. Show less

Lead a $4 million cost center with 4,500 finished goods skus and the operations surrounding raw material, WIP, and finished goods planning and supply optimization. Direct a team of three reports and 10 supporting staff. Develop and implement tools and processes for the demand-driven pull system. Establish production plans and inventory parameters, coinciding with consumer demand.• Optimized production by implementing a finished goods and raw materials pull-planning inventory system… Show more Lead a $4 million cost center with 4,500 finished goods skus and the operations surrounding raw material, WIP, and finished goods planning and supply optimization. Direct a team of three reports and 10 supporting staff. Develop and implement tools and processes for the demand-driven pull system. Establish production plans and inventory parameters, coinciding with consumer demand.• Optimized production by implementing a finished goods and raw materials pull-planning inventory system designed to manufacture and purchase products based on replenishment requirements versus sales forecasts.• Exceeded free cash flow objectives by 140% to reduce year-end inventory on hand by 50%, strategically managing safety stock by diminishing lead times in production to mitigate service exposure.• Transitioned inventory parameter development from the plants to headquarters and retired the use of legacy planning systems; replaced tools with advanced MS Excel model, Kanban generation and pull-based scheduling.• Improved capacity lead-time attainment from 80% to 95% by integrating supply variability into planning.• Volunteered to oversee deployment of office lean manufacturing practices; revamped business processes to achieve supply chain service, asset, and productivity objectives and heightened return-on-capital.• Strengthened customer service from 96% to 98% line fill by designing and implementing a supermarket Kanban system.• Exceeded net sales and free cash flow targets for three consecutive years; aligned production with year-end sales team objectives, fusing a strategy to reduce safety stock with consumer demand expectations.• Separated long lead seasonal orders from the replenishment strategy resulting in a made-to-order process that reduced excess inventory and increased line fill by 6%. Show less

Steered the supply planning, demand planning, and customer service operations associated with a $7 million cost center. Structured and documented internal controls, policies and procedures, and project management with a team of 13. Aggregated capacity management procedures to condense production at facilities based on efficiency objectives. • Initiated a change in focus to excess inventory and turn rates; recruited a team to assess and adapt the process, including a migration of demand… Show more Steered the supply planning, demand planning, and customer service operations associated with a $7 million cost center. Structured and documented internal controls, policies and procedures, and project management with a team of 13. Aggregated capacity management procedures to condense production at facilities based on efficiency objectives. • Initiated a change in focus to excess inventory and turn rates; recruited a team to assess and adapt the process, including a migration of demand planning to customer-level projections. • Achieved higher capacity planning accuracy at the plant level without compromising the quality of the sales and financial forecasts. • Anchored the cross-functional management of a back-to-school season strategy that became the company standard and significantly improved seasonal order execution; mapped the process planning and forecasting procedures using a Kaizen approach and assembled a team to implement the improvements. Show less

Guided three customer service operations in the US and Canada with 100 representatives and eight customer logistics managers for vital EDI, vendor managed inventory, and collaborative forecasting, planning, and replenishment programs. • Elevated customer satisfaction ratings by dedicating a manager in the field sales office to collaborate with customers on service delivery and logistical improvements, reducing associated costs.• Pioneered collaborative customer and vendor managed… Show more Guided three customer service operations in the US and Canada with 100 representatives and eight customer logistics managers for vital EDI, vendor managed inventory, and collaborative forecasting, planning, and replenishment programs. • Elevated customer satisfaction ratings by dedicating a manager in the field sales office to collaborate with customers on service delivery and logistical improvements, reducing associated costs.• Pioneered collaborative customer and vendor managed inventory forecasting that led to revamping production strategies and partnering with the supply chain to represent customer interests. Show less

Reported to the Director of Customer Partnerships. Responsible for operations of three order management customer service centers; Also, served as Mass Market Customer Logistics Manager, responsible for Supply Chain Improvement initiatives at Wal-Mart, Target and K-Mart.*Implemented Order Management module to combine three systems into one. Drove system improvements by recommending and developing modifications to improve order management system function.*Downsized customer service… Show more Reported to the Director of Customer Partnerships. Responsible for operations of three order management customer service centers; Also, served as Mass Market Customer Logistics Manager, responsible for Supply Chain Improvement initiatives at Wal-Mart, Target and K-Mart.*Implemented Order Management module to combine three systems into one. Drove system improvements by recommending and developing modifications to improve order management system function.*Downsized customer service departments by 50% through streamlining of operations, introduction of SOPs and implementation of customer EDI programs.*Wrote seasonal script orders for Wal-Mart dramatically improving service fill rates and customer in-stock levels.*Developed aggregate forecast for top 15 Mass Market accounts improving seasonal service fill rates from 92% to greater than 98%. Show less

Managed two trade and consumer service centers; *Downsized customer service staff by 25% through implementation of an automated call line scripted to answer common service questions.*Centralized Atlanta and Lynwood service centers to reduce costs and streamline operations.*Reduced warranty expenses by almost 50% by tracking problems and recommending necessary quality initiatives.

Forecasted fireplace sales by state and tracked monthly market share performance. Responsible for creation of product brochures, customer newsletter and trade show management.