Leads and supports team of Customer Account Specialists handling all domestic and international business for ELANTAS PDG in St. Louis, MO.Administers data for pricing, customer accounts, and material master data through SAP for the organization. Provides internal and external support for critical or time-sensitive customer needs for specialty products.Serves as the voice of the customer internally in projects, investigations, and process improvements.Supports the needs of the Commercial team in internal reviews and continuous improvement processes.

Supervised and developed team of Production Planners to balance workload, utilize lean planning processes, and provide training and support.Worked with SIOP team and Product Line Managers to set appropriate parameters for made to stock and made to order materials produced in the Highland, IL manufacturing site.Supported the business' Inactive and Obsolete Inventory plan and timely inventory management goals.Reviewed and resolved cost variances accrued in the manufacturing process.Maintained communication channels with Engineering, Marketing, Customer Support, and other key stakeholders within and beyond Operations.

• Supervise a total of nine Customer Service Representatives across two regional teams supporting agents, distributors, and end users for the electrical and mechanical product lines.• Conduct monthly touch points, quality reviews, and performance evaluations for each direct report, including job coaching and support of personal development opportunities. • Coordinate with other leaders in the Customer Support department to align resources daily to ensure a high level of service for incoming calls, chats, and email communications. • First line of escalation for both internal and external stake holders to drive timely communication and action needed for production and logistics expedites, order releases, documentation, and material or financial disposition. • Leads and participates in regional and department team meetings, as well as cross-functional or inter-departmental meetings and committees.• Provides on-call and after hours support to operations staff across 5 manufacturing sites to resolve issues with sales orders in SAP as well as carrier- or customer-related needs.• Gather, review, interpret, and act on various data points to identify key areas for improvement in individual and team performance.

• Plan production schedules for various local work centers utilizing finite scheduling process while aligning operations flow to support customer demand. • Coordinate the allocation of resources to support production plans, including raw materials purchase and staffing utilization. • Provide detailed information regarding schedules and customer orders to various internal and external stake holders, including managing expedite requests and availability dates for made-to-order parts. • Actively manage manufacturing orders in coordination with production, buyers, and customer requirements, including adjusting operations and rates, updating bill of materials, and increasing or decreasing quantity. • Direct regular and overtime staffing needs at primary work centers in multiple departments based on labor and resource availability and workload. • Participate in daily gemba walks with local and division management team to provide hands-on support and planning feedback on operations schedules. • Engage in regular Value Analysis/Value Engineering and cost-out projects, offering insight into manufacturing and customer service impact. • Find creative ways to expedite orders, improve stock support, and streamline supply chain process from purchasing up to delivery.

• Provided middle mile logistics, tracking, and communication for Amazon.com transportation services throughout Eastern Missouri and Southern Illinois. • Managed electronic delivery information for all shipments while tracking driver locations and delivery progress in real time. • Trained vendor drivers on proper use of delivery tracking smartphone app while monitoring results and providing support as needed. • Compiled all delivery information and generate local reports for the customer providing an overview of daily performance, details of each delivery made, and root cause analysis of anything which failed to meet customer expectations. JW Logistics (continued) • Communicated and escalated any service issues to the regional management, executive leadership, and the appropriate customer representative, providing real-time updates on evolving situations.• Worked with all parties to find solutions for logistics challenges to maintain a high level of customer service while addressing unique transportation challenges. • Maintained relationships with local and regional vendors to develop and grow partnerships.• Local point of contact for the Saint Louis cross dock launch. • Provided on-site and remote support for launch of Salt Lake City, UT and Jackson, MS cross dock operations.

Workforce Management• Directly managed a workforce including more than 50 full-time team members.• Arranged temporary staffing to fill seasonal positions and provided orientation for all temporary labor. • Coordinated initial job training and cross-training activities for local staff and maintained all training records. • Trained team leaders and team members on a variety of functions, including implementing new standard operating procedures based on analysis of key performance metrics.• Assisted with general workforce management tasks, including compensation, review process, discipline, hiring, termination, benefits, and maintaining a drug-free work environment. • Improved communication among departments by establishing regular meeting formats and posting volume and production forecast numbers. Operations and Logistics Analysis• Established systems to gather output, accuracy, remaining work, and other vital production data and communicate that data to the entire production team. • Determined individual and department goals and monitored progress toward those goals. • Increased labor efficiency for 5 consecutive years.• Optimized logistics plan for distribution and return of product via delivery routes and UPS/FedEx shipping.Demand and Labor Planning• Forecast weekly labor needs and managed production scheduling to ensure timely customer service and product delivery. • Developed capacity planning tools for team leaders to use in daily department activities. • Consulted with regional management team on labor budget that accounted for the largest single expense for the company.Inventory Administration• Planned and directed the daily production of a regional wholesale service center with more than 100,000 units of volume and $5.2 million in sales annually. • Managed $8 million inventory of more than 200,000 pieces.• Planned inventory needs based on physical inventory counts, order trends, and volume forecasts.