Paul Hynes Email and Phone Number

Effectively led, managed and developed a team of 14 customer service representatives with responsibility for accounts totaling £25M in annual turnover. Focused on using analytics and customer performance indicators to drive continuous improvement in speed, quality and cost to ensure the very best customer service practices. Set departmental budgets aligned with the business unit plan, managed staff recruitment and coached individuals to deliver their best performance. Developed and initiated a staff well-being program to influence cultural change in order to turn around a demotivated team.Developed and managed logistics partnerships to ensure the internal supply chain and customer demands were running cost effectively, with a proven track record of increasing delivery accuracy from 75% to 92%.Working with 128 international factories to maintain reliable and long-term supply. Auditing manufacturing sites and accompanying customers for site visits. Responsible for the European internal escalation process, working with direct counterparts internationally to develop and audit best practices.Sole responsibility for launching Group’s first Customer Experience Centre, a progressive move away from a traditional customer service department, integrating online functionality and improving digital customer interface. Developing long term digital customer interface platform including web shop, EDI links and application technologies.Responsible for SKF systems and processes (e-business, supply chain solutions, pricing, order book maintenance). Writing and executing operating procedures. Partner with senior management from across the organisation to provide strategic and tactical direction at country and Group level, including Brexit planning.

Managed a portfolio of 20+ key OEM accounts in the UK heavy industry sector on behalf of SKF- a global market leader, generating £4.5M turnover per annum from sales in bearings, seals, lubrication and associated products.Successfully implemented SKF price ambitions within my account base contributing to the positive year-on-year development. Successfully developed the account base by 20% by taking market share from our direct competitor.Collaborated with customer’s principal engineers and decision-makers to improve original equipment manufacturer applications and design new products. Facilitating customer manufacturing moves to India and setting up off local supply agreements.Developing business relationships with influencers within my account base through price negotiation and supply agreements. Deployment of SKF’s new market offers within the heavy industry, initiating supply agreements, including for international clients. Meticulous data capture using CRM platform.

Managed a portfolio of 40 key accounts within the Food and Beverage sector for a global market leader.Responsible for growing sales generating £3M turnover per annum, promoting SKF’s food and beverage new and existing industrial market solutions, including bearings, seals , lubrication and linear guides.Successfully implemented SKF price ambitions within my account base contributing to the positive year-on-year development. Created successful partnerships and joint ventures.Collaborated with customer’s engineers, product line managers and decision-makers to improve production efficiency and reduce downtime. I was project lead for a leading chocolate manufacturer which had ambitions to increase production capacity of its baking line.Deployment of SKF’s new food and beverage market offers within a technical forum. Facilitated design or engineering projects to reduce manufacturing costs.

Managed a portfolio of 80+ medium-sized OEM accounts within the UK manufacturing sector, generating £2.5M+ annual turnover, achieving 30% growth within 3 years. Successfully developed new business and increased market share with existing accounts as well as exceeding set targets. Successfully implemented SKF price ambitions within my account base which also contributed to this growth. Regularly reporting to senior management of progress or areas of concern.Identifying future potential key accounts by analysing their current growth, strategic importance and future potential, researching customers’ business strategies, sales markets, competitive landscape and operating methods.Preparing quotations and proposals, ensuring timely follow-up. Negotiating contracts and agreements.Maintaining and updating CRM systems accurately and ensuring that customers are upholding their payment terms. Resolving complaints and implemented follow-up actions.Project managed new business from design phase to manufacture. Collaborated with customer’s engineers and decision-makers to improve original equipment manufacturer applications.

Sales Providing a high level of sales and service support for medium to low market share OEM accounts.Successfully implemented SKF price ambitions within my account base contributing to the positive year on year development.Developing business relationships with influencers within my account base through price negotiation and supply agreements including international accounts.Increase market share and develop cross selling opportunities. Responsible for setting account planning in line with the SKF Business agenda and ensuring consistently high volume sales each year. Deployment of SKF’s new market offers process within my sales area.

Providing sales and coordinating technical support for 70+ OEM accounts, working to and achieving monthly target sales. Providing first hand support in all areas of account management. Constantly driving improvements and prioritising workloads.Leading and executing professional sales campaigns and value-added proposals to ensure continued sales growth. Submitting yearly business plans and monthly reporting to country management. Preparing and following up on quotations, maintaining and updating CRM systems. Working with finance to resolve queries to reduce delays in payment. Resolving complaints, delivery issues and implemented corrective actions.