Mark Stevens

Mark Stevens Email and Phone Number

Customer Service Manager @ Watson-Marlow Fluid Technology Group
Nashua, NH, US
Mark Stevens's Location
Nashua, New Hampshire, United States, United States
Mark Stevens's Contact Details
About Mark Stevens

An accomplished Director of Global Operations with over three decades of experience leading cross-functional teams with global impacts on customers, product and channel operations. This includes quote to cash teams, call center, production/manufacturing, fulfillment, inventory management, supply chain management, strategic planning and process optimization, as well as customer, partner, and sales support. A transformation champion who enjoys identifying areas of opportunity and drives continuous improvement in order to improve the customer experience and boost efficiency. An articulate communicator and passionate, respected leader who motivates and develops team members to optimize performance, enhance cross-functional relationships, increase employee satisfaction and consistently exceeds set goals and further the mission of the organization.

Mark Stevens's Current Company Details
Watson-Marlow Fluid Technology Group

Watson-Marlow Fluid Technology Group

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Customer Service Manager
Nashua, NH, US
Website:
watson-marlow.com/fr-fr
Employees:
10
Mark Stevens Work Experience Details
  • Watson-Marlow Fluid Technology Group
    Customer Service Manager
    Watson-Marlow Fluid Technology Group
    Nashua, Nh, Us
    View
  • Watson-Marlow Fluid Technology Group
    Customer Service Manager
    Watson-Marlow Fluid Technology Group Jan 2017 - Present
    Wilmington, Ma
    Leading a team of customer focused individuals supporting Watson-Marlow, the leader in the fluid technology industry. Engaged with multiple business sectors including; Food & Beverage, Industrial, Environmental, OEM and Bio-Pharmaceutical customers in a $200 million dollar enterprise the team provides essential "one stop" customer support in all facets of order management and sales engagement. Driving and delivering continuous improvement opportunities including eliminating redundant and manual processes, implementing new technology to handle incoming inquiries and email, initiating improvements to ERP functionality, and driving improved and streamlined organizational composition. Actively engaged in identifying reporting deficiencies the development of new dashboards, initiating new training methodologies including ongoing customer experience training.
    View
  • Rsa, The Security Division Of Emc
    Director, Global Operations, Product Lifecycle Management & Business Data
    Rsa, The Security Division Of Emc Jul 2014 - Feb 2016
    Bedford, Ma.
    Led a dynamic program management team driving new product introductions, software and hardware upgrades and updates through all areas of Operations, including building material structures, operationalizing the order management, supply chain, license delivery and fulfillment processes. Represented the operations organization in product management, engineering and marketing reviews. Developed key relationships with product marketing, sales, and engineering.Managed a team of data professionals responsible for highly sensitive customer and transactional data, used to support the order, warranty, returns and reporting processes for the finance, customer service and support teams, sales teams and channel partner’s.Select Accomplishments: ▪ Led a team of dedicated product program managers to operationalize and deliver over 80 product releases, including multiple “major” releases with significant impact on the Security Division of EMC, product updates, and bug fixes per year.▪ Redefined the team structure allowing for efficiency improvements, eliminating single point of failure issues, improving turnaround, and streamlining communication with product management and marketing.▪ Continuously improved efficiency and productivity by sponsoring Lean Six Sigma programs, including new process verification testing through fulfillment, return material processes with customer advanced replacements, validation of ownership, and electronic fulfillment.▪ Ensured customer satisfaction, transactional data quality and accuracy by developing more robust ISO documentation, including more comprehensive Key Performance Metrics (KPIs).▪ Drove operational direction and strategic planning as a member of the Executive Steering Committee for RSA, representing Global Operations on the corporate ERP release, along with the prioritization of RSA specific IT projects and enhancements.
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  • Emc Corporation
    Global Process Lead, Propel Sap Release 2 – Emc Erp Rollout Program
    Emc Corporation 2011 - 2014
    Southboro, Ma
    Change Leader for a multi-million dollar ERP implementation, introduction of business process design improvements for global product operations, including product fulfillment, supply chain, procurement, BI reporting and data management. Select Accomplishments: ▪ Led ERP design and implementation teams, comprised of consultants, solution integrators, and key business representatives successfully delivering a 2 1/2 year program on time representing a one billion dollar, Security Division of a multi-billion dollar corporation. ▪ Designed, influenced and conducted business training, developed and introduced business process improvements and drove simplification and systemic enhancements.▪ Managed teams through data conversions, improving data structures such as material set up and reporting capabilities.▪ Drove the execution of Post Go Live deliverables, negotiated enhancements, and supported “break/fix” items through stabilization, including training facilitation, ticket tracking, and business liaison with internal organizations and corporate IT department.
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  • Rsa, The Security Division Of Emc
    Director, America’S Operations; Customer Experience/Order Management & Production/Manufacturing
    Rsa, The Security Division Of Emc 2007 - 2011
    Bedford, Ma
    Led organization of 30+ employees focused on the customer experience and an advocate for voice of the customer. Supported all aspects of transactional/order management and customer data management. Provided guidance for supply chain, led the manufacturing/production warehouse operation including inventory management, material planning, and global logistics. Supported forecasting and managed group budgets and expenses, drove lean six sigma efforts, continuous improvement programs and implemented new processes to improve efficiencies, delight customers and improve sales satisfaction.Select Accomplishments: ▪ Drove the order process team to meet quarterly bookings targets and revenues of more than $250M. ▪ Achieved all quality initiatives, including transactional excellence, ISO 9001 standards, audit processes, documentation, metric dashboards, and production control measures by initiating Lean 5S standards through the entire production area.▪ Spearheaded continuous improvement programs and systemic enhancements to optimize lead-times, data quality, and quality standards.▪ Collaborated in introducing new document control and systemic record storage with workflow to reduce the cycle time from order entry to release to fulfillment. ▪ Identified and drove opportunities for cross-functional teams to improve the order to cash cycle, communications while enhancing customer delight.
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  • Rsa Security
    Senior Manager, America'S Customer Order Management
    Rsa Security 2000 - 2007
    Bedford, Ma
    Managed a highly effective customer service team focused on providing customer first service in all aspects of order management, building business partnerships, and assisting sales and business partners with order processing, transactional resolution and all other operational inquiries . Select Accomplishments: ▪ Developed, trained, and deployed new business processes documents, procedures, and standards for global order management team.▪ Drove transactional quality improvements, resulting in achieving measurements of 98% accuracy for over 12,000 orders transacted quarterly.▪ Drove the adoption and implementation of an integrated electronic (EDI) offering between RSA and five global distribution partners.▪ Increased efficiency and performance with channel sales teams by developing new channel excellence processes for the operations team.
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  • Digital Equipment Corporation
    Manager, Customer Order Operations, 1-800-Digital Call Center
    Digital Equipment Corporation 1992 - 2000
    Littleton, Ma
    View
  • Digital Equipment Corporation
    Mis Business Analyst, Country Information Center
    Digital Equipment Corporation 1988 - 1992
    Marlboro, Ma
  • Digital Equipment Corporation
    Senior Supervisor, Decdirect Business Reporting & Analysis
    Digital Equipment Corporation 1985 - 1988
    Nashua, Nh
  • Digital Equipment Corporation
    Supervisor, Decdirect Call Center
    Digital Equipment Corporation 1981 - 1985
    Nashua, Nh
  • Digital Equipment Corporation
    Export Document Control Administrator/ Shipper Receiver Ii
    Digital Equipment Corporation 1979 - 1981
    Nashua, Nh

Mark Stevens Skills

Management Leadership Enterprise Software Cloud Computing Saas Sales Operations Cross Functional Team Leadership Program Management Performance Management Project Management Information Security Professional Services Crm Sap Integration Performance Improvement Business Process Improvement Process Improvement Network Security Strategy Vendor Management Sap Products Data Security Erp Implementations Microsoft Office 2007 Encryption Software As A Service Global Fulfillment Operations Customer Order Management Change Management Leadership Inventory Management Supply Chain And Logistics Quality Improvement Strategic Planning Lean Six Sigma Continuous Improvement Business Data Analysis Situational Leadership Expense Control Business Process Analysis Articulate Communications Reporting And Analysis Business Transformation Customer Service Management Customer Experience

Mark Stevens Education Details

Frequently Asked Questions about Mark Stevens

What company does Mark Stevens work for?

Mark Stevens works for Watson-Marlow Fluid Technology Group

What is Mark Stevens's role at the current company?

Mark Stevens's current role is Customer Service Manager.

What is Mark Stevens's email address?

Mark Stevens's email address is ms****@****emc.com

What is Mark Stevens's direct phone number?

Mark Stevens's direct phone number is +160358*****

What schools did Mark Stevens attend?

Mark Stevens attended Daniel Webster College.

What are some of Mark Stevens's interests?

Mark Stevens has interest in Children, Civic Leadership, Civil Rights And Social Action, Organizational Behavior, Environment, Education, Auto Racing, Animal Welfare, Travel.

What skills is Mark Stevens known for?

Mark Stevens has skills like Management, Leadership, Enterprise Software, Cloud Computing, Saas, Sales Operations, Cross Functional Team Leadership, Program Management, Performance Management, Project Management, Information Security, Professional Services.

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