John Kelley Email & Phone Number

Houston, Texas, United States

Houston, Texas

I am accountable for developing and executing Production and Inventory Control policy and processes for this United States fabricating distributor. I work closely with the organization's Sales team, Materials Management, Information Technology as well as Regional and Site Operations Managers.Production control activities include developing rough-cut capacity models for various fabrication cells and designing a multi-location production schedule in an effort to reduce overtime costs and improve the ratio of insourced to outsourced fabrication.Inventory Control activities include being the project manager for the implementation of a wireless warehouse management system at our Houston Regional Service Center. I am also focused on re-designing the corporate cycle count program to improve profitability, aid in reaching our strategic inventory record accuracy percentage goals, reduce the 'cost-to-fill an order' and improve customer service i.e. On-Time Delivery%.Beginning in April 2020, during economic and health/safety uncertainty resulting from rapid Covid-19 spread, I was tasked with championing an Outbound Calling Program for GHX. Within a matter of a few days, I helped create and lead implementation of an outbound calling program for a nationwide group of 60+ Customer Service Reps. Drawing on my unique experience leading a Customer Service Team plus recent development of compelling scorecards through use of PowerBI, and Microsoft Office for Production and Inventory Control, the program got off to a very quick and successful start generating quote opportunities and new bookings from new essential market leads and reengaged customers. Effective January 2021, I now manage GHX's Operation Offense Team responsible for executing, sustaining and continuous improvement of the Outbound Calling Program, Quotation Support and related projects.

Houston, Texas

Manage a team of 11+ customer service representatives at GHX Industrial, LLC's Houston, Texas Regional Service CenterProvide leadership to the customer service team as we work to meet and/or exceed applicable KPI goals related to customer service, order fulfillment and managementRegularly review and reassign CSR assigned accounts to ensure individual success as well as the best potential positive impact as perceived by the customerAnalyze both pre-existing and self designed reports in excel to assist in identifying the root causes of any discrepancies between actual performance and defined goalsAssign, lead and hold my team accountable to action items and projects intended to help meet a individual and department goalsDevelop training material to be used by new hires and to recalibrate senior customer service representatives across GHX's 50-plus locations . Examples include product basics and assembly item configurators to help with part number and description consistencyConsult site, regional and executive leadership on system capabilities vs user experience, safety-quality-delivery-cost (SQDC) performance trends, and on going challengesApply organized common sense in sales and operations planning cycle. Aggregate account manager specific and statistical forecasts by product family as well as review demonstrated capacities and future planned availability of key resources. Assist in handling quotes, direct order entry and customer returns for credit when the customer service department is shorthanded or overloaded and needs that type of support I take great pride in my work, and hold myself accountable to make sure I do everything in my power to meet and exceed customer expectations with my organization's bottom line in mind. With a strong work ethic, excellent analytical skills, attention to detail and experience, I am willing and able to do whatever it takes to set myself, my team and my organization apart from our customer's other options.

Houston, Texas

Houston, Texas

As an Inside Account Manager at GHX Industrial, LLC I am primarily responsible for improving customer relationships and satisfication though excellent customer service.Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction.Continue to gain knowledge in Gasket and Hose manufacturing and distribution for Petro Chemical, and General Industry through training courses and experience.Determine customer requirements and expectations in order to recommend specific products and solutions; Recommend alternate products based on cost, availability or specifications.Accurately process customer transactions such as orders, quotes and or returns.Generate new and repeat sales by providing product and technical information in a timely manner.Monitor open sales orders and shipment dates to ensure timely delivery, as well as, expedite as needed to achieve service level goals.Interact with suppliers on a daily basis; generating and expediting purchase orders in order to ensure on time delivery for customers.Monitor customer specific inventory levels, with the goal of reducing liklihood that a customer will become unitentionally out of stock.Utilize “LEAN” manufacturing best practices; Kanban, 5s and others for the benefit of operations as well as customer service.