Jay Donovan Email & Phone Number

Charlotte, Nc, Us

- Responsible for Customer Service Digital Support for the global leader of protective product packaging and food safely packaging including the Bubble Wrap, Instapak, and Cryovac brands- Oversee the global integration of customer processes into the Customer Service environment, including product ownership for B2B EDI integration and eCommerce, resulting in $1.8 billion in revenue annually and >50% growth in order integration- Customer Service Business Owner for Digital Transformation, UX design feedback, customer onboarding, Feature Prioritization, and Support Design- Direct an international team of Digital Support Analysts and provide Digital training and direction for the global Customer Service organization of over 200 employees- Strong understanding of the SAP ECC customer service environment as well as proficiency pulling information from SAP background tables for deep dive analytics- Responsible for training and support of eCommerce products for internal and external users. Experience gathering customer requirements, journey mapping, and persona development for eCommerce platforms- Work with cross functional teams including Supply Chain, marketing, sales, and IT to ensure strategic alignment to meet customer, corporate, and market expectations - Managed and prioritized IT projects for customer service, acting as project manager for all direct customer integration projects- Experience working in Agile project management to shorten project release timelines and develop functional capabilities in a changing Digital landscape

Charlotte, Nc, Us

- Responsible for integration of customer processes into the Customer Service environment for North America, South America, and Central America, including EDI processes and Customer Service portals/webshops- Worked closely with customers to understand customer requirements to develop customized plans to achieve customer objectives- Successful growth of NA eBusiness processes and order penetration by 35%- Communicate with customers to drive efficiency and value through integrated communication including troubleshooting and problem solving- Developed training programs for internal and external web portal users as well administer user access and account management- Responsible to change management and replication of integrated customer service processes related to ERP migration for an acquired business unit.

Charlotte, Nc, Us

- Retrieve, analyze, and manage information to draw insights for customers to make recommendations for VMI and Supply Chain improvement programs- Experience developing SAS analytics programs to assist with decision making and automation of actionable output reports based on big data from multiple sources- Communicate with customers, sales, and manufacturing to sell the benefits or our program and to ensure customer requirements are met- Assist with the on-going development and lifecycle management of the VMI program to improve service, manufacturing efficiency, and NPS

Charlotte, Nc, Us

- Performed logistics network analysis to provide cost savings/service improvement opportunities through freight consolidation and network optimization- Worked across business units and functional areas to develop a logistics network that is synchronized with the long term corporate business plan- Developed and automated global supply chain metrics to aid in the daily monitoring of the order fulfillment process post ERP migration

Spartanburg, South Carolina, Us

- Managed customer service, order entry, planning, and inventory control for one of the company's largest business units- Sales account management for key customer accounts- Responsible for business planning and forecasting- Lead, trained, developed a staff of CS reps and planning associates- Developed a VMI program for top customers worth $100M in sales- Responsible for Broad Load Scheduling, Capacity Management, and delivery for 8 weave plants and 3 dyeing and finishing plants

Mba, Logistics, Materials, And Supply Chain Management

Bachelor Of Arts (Ba), Communication And Media Studies