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SCOTT RESUME-CSM

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Scott Lash

This summary provides an overview of Scott Lash's 20+ years of experience in customer service management roles across several industries. He has a proven track record of managing customer service teams, implementing procedures to improve efficiency, and solving customer issues. Currently, Scott works as a Customer Service Manager where he oversees a team of 19 representatives.

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SCOTT LASH 381 Thornapple Drive ∙ Lyman, SC 29365 ∙ Home (864)949-1427 or Cell (864)230-7844 ∙ lashes@charter.net SUMMARY Customer Service Manager and technical sales professional with over 20 years experience in implementing and supporting customer specifications in a business-to-business environment within the Automotive, Manufacturing, Packaging and Printing industries. Particular expertise in problem solving, negotiations, report generation, sales and project management. Computer skills include SAP, AS400, CMS, PRMS, EDI, DDL, Word, Excel, Power Point. CORE COMPETENCIES Continuous Improvement Profit & Loss Management Sales & Marketing Customer Service Staff Training & Development Negotiation Coaching Team Building Performance Management PROFESSIONAL EXPERIENCE Sealed Air Corporation, Greenville, SC Customer Service Manager: 5/14 – Current (Operation closing and moving to NC in 2016) • Responsible for managing, leading and coaching 19 Customer Service Reps in the product care and food packaging industry, including all hiring and staffing for the Department. • Oversee development of Customer Service Reps, ensuring they meet and exceed expected performance levels. • Utilize KPI’s to help drive individual and team performance in such categories as order entry, credits, pricing and call performance. • Supports departmental budget and responsible for tight expense control. • Work in conjunction with intercompany departments such as Sales, Production, Logistics, Accounts Payable, Receivable and I.T. implementing procedures and solving customer issues. • Handle escalation of customer issues, dealing direct with the customer; investigate root cause and implement corrective action. • Create, revise and implement procedures and work instructions for Customer Service. • Act as a Lead in various projects, such as Order On Time Complete for plants, SKU rationalization. • Review and process customer credits and debits. Trelleborg Coated Systems, Spartanburg, SC Customer Service Manager: 4/12 – 5/14 (Company closed and relocated to TN) • Manage, Coach and conduct daily meetings with 5 Customer Service members within the Printing Industry. • Establish Standard Operating Procedures to increase efficiency within the Department and how it relates to Manufacturing and Accounts Receivable. • Prepare, setup, dismantle and man Tradeshow booth for annual show in Chicago. • Responsible for Pricing on all products and ensure minimum margins are maintained. • Create Excel reports that streamline Import / Export, Consignment and Inter-Company purchases. • Meet with I.T. on weekly basis to discuss and implement PRMS business system improvements to order entry system such as multiple search engines to review open orders, enhance customer master functionality, credit line reviews, tax records and invoices. • Conduct review of returns, credits, contracts and rebates for internal and external customers. • Generate monthly reports regarding invoicing, part generations and inventory. • Program Manager for the implementation of PRMS business system for Printec LLC acquired by Trelleborg. Train and coordinate the transition of indirect reports to PRMS system which was completed in October 2013. • Responsible for maintaining a balanced budget within the Customer Service Department.
Guardian Building Products, Greer, SC Buyer/Distribution Sales: 8/10 – 4/12 • Work as a Trader in the Home Building Industry by obtaining price proposals and quotations from multiple competing vendors and evaluate them based on lead time, cost, minimum order quantity, freight and then purchasing the best product based on this criteria and then selling at an acceptable margin in the market. • Prepare, setup, dismantle and man Tradeshow booth for annual show in Las Vegas. • Responsible for increasing sales by contacting dealers daily and working with distribution centers selling multiple product lines in the 48 contiguous states. • Successfully launched two new sales programs in the past year. • Responsible for increasing sales and setting up replenishment orders for Customer base. • Issue purchase orders to numerous vendors on products sold to the Building Industry. • Conduct necessary follow up on purchase orders verifying invoicing is correct, product received accurately and timely at customer’s location. Arrow International Inc, Cleveland, OH Customer Service Manager: 04/08 – 05/10 (Left to relocate to South Carolina) • Manage and guide 6 direct and 5 indirect customer service members with sales over $100 million in the Printing Industry, exceeding customer expectations while meeting state laws and guidelines. • Streamlined the Customer Service Department by balancing out the workload amongst the CSR’s, implemented new procedures and work instructions thus increasing Departmental efficiency. • Calculate profit margins and maintain pricing of all product lines for the U.S. operations. • Saved the company over $30,000 within a 2 year period while correcting margins on various product lines. • Work in conjunction with other departmental managers implementing continuous improvements to solve customer and internal related issues. • Responsible for the calculation and distribution of monthly, quarterly and yearly customer rebates. • Duties include interviewing, training, conducting employee reviews and completing projects to meet stated company deadlines. • Review and process customer credits and debits for the entire U.S. operation while working in conjunction with various departmental managers to push through the system. Eaton Corp. - Tinnerman Palnut Engineered Products, Brunswick, OH Customer Service Manager: 12/00 – 5/07 • Manage 5 member automotive O.E.M. department with sales over $30 million in fasteners and ensuring that customer requirements and expectations are met consistently and on a timely basis. Major customers include Ford, GM, Toyota, and DaimlerChrysler. Proficient as an internal QS 9000 auditor and assisted in obtaining registration. • Improved customer supplier ratings by ensuring that any issues were immediately resolved company wide, thus successfully leveraging $13M in new business away from our competitors by being a preferred supplier. • Visit customers to negotiate a mutually beneficial solution concerning pricing and quality issues. • Serve as primary liaison, communicating effectively between customers, manufacturing facilities and outside sales on plant issues pertaining to lead time, rejections, document control, certifications, substitutes, engineering and application needs, along with specialized requests. • Created and documented all Customer Service work instructions for the CSR’s to reference. • Responsible for interviewing, training, conducting employee reviews, assigning of projects and monitoring quality operating standard (qos), measurables of Sales Service Coordinators. • Worked in conjunction with the I.T. department as Project Manager, implemented the new AS400 CMS business system across 4 manufacturing facilities within 1 year and trained departmental users. Sales Services Coordinator: 4/96 – 12/00 • Responsible for customer accounts totaling $6M in annual sales which includes Automotive, commercial and distributor accounts. Resolve order edit errors, price and other order discrepancies with customer. • Generate sales by working directly with customers to meet their needs and requirements. Fill sample requests, prepare and follow up on quotes, leads and projects to completion.
• Expedite customer orders effectively with plant contacts through the use of customer Direct Data Link (DDL) systems. Notify and coordinate with plants on balance outs, schedule changes and process cancellation charges. • Attend customer seminars on delivery ratings, guidelines, quote procedures, EDI, DDL requirements, as well as make joint sales calls with sales engineers. Marketing Services Coordinator: 4/93 - 4/96 • Prepare, maintain and arrange for exhibition of permanent and portable display booths for annual National Design and Engineering trade show in Chicago and others across the country. • Responsible for the shipping and receiving of Show Booth and materials in a timely manner. • Help repair and maintain booths onsite at the event. • Man show booth during events, communicating effectively with customers and attendees. • Provide technical detail and application assistance where required to produce direct sales and increase the number of new accounts. Increased new accounts by 150% while increasing sales by $1.4M. • Order advertising space authorizations of company product information and distribution services in North American and Worldwide directories and publications. EDUCATION Cleveland State University: Bachelor of Business Administration with emphasis in Marketing, December 1992

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SCOTT RESUME-CSM

  • 1. SCOTT LASH 381 Thornapple Drive ∙ Lyman, SC 29365 ∙ Home (864)949-1427 or Cell (864)230-7844 ∙ lashes@charter.net SUMMARY Customer Service Manager and technical sales professional with over 20 years experience in implementing and supporting customer specifications in a business-to-business environment within the Automotive, Manufacturing, Packaging and Printing industries. Particular expertise in problem solving, negotiations, report generation, sales and project management. Computer skills include SAP, AS400, CMS, PRMS, EDI, DDL, Word, Excel, Power Point. CORE COMPETENCIES Continuous Improvement Profit & Loss Management Sales & Marketing Customer Service Staff Training & Development Negotiation Coaching Team Building Performance Management PROFESSIONAL EXPERIENCE Sealed Air Corporation, Greenville, SC Customer Service Manager: 5/14 – Current (Operation closing and moving to NC in 2016) • Responsible for managing, leading and coaching 19 Customer Service Reps in the product care and food packaging industry, including all hiring and staffing for the Department. • Oversee development of Customer Service Reps, ensuring they meet and exceed expected performance levels. • Utilize KPI’s to help drive individual and team performance in such categories as order entry, credits, pricing and call performance. • Supports departmental budget and responsible for tight expense control. • Work in conjunction with intercompany departments such as Sales, Production, Logistics, Accounts Payable, Receivable and I.T. implementing procedures and solving customer issues. • Handle escalation of customer issues, dealing direct with the customer; investigate root cause and implement corrective action. • Create, revise and implement procedures and work instructions for Customer Service. • Act as a Lead in various projects, such as Order On Time Complete for plants, SKU rationalization. • Review and process customer credits and debits. Trelleborg Coated Systems, Spartanburg, SC Customer Service Manager: 4/12 – 5/14 (Company closed and relocated to TN) • Manage, Coach and conduct daily meetings with 5 Customer Service members within the Printing Industry. • Establish Standard Operating Procedures to increase efficiency within the Department and how it relates to Manufacturing and Accounts Receivable. • Prepare, setup, dismantle and man Tradeshow booth for annual show in Chicago. • Responsible for Pricing on all products and ensure minimum margins are maintained. • Create Excel reports that streamline Import / Export, Consignment and Inter-Company purchases. • Meet with I.T. on weekly basis to discuss and implement PRMS business system improvements to order entry system such as multiple search engines to review open orders, enhance customer master functionality, credit line reviews, tax records and invoices. • Conduct review of returns, credits, contracts and rebates for internal and external customers. • Generate monthly reports regarding invoicing, part generations and inventory. • Program Manager for the implementation of PRMS business system for Printec LLC acquired by Trelleborg. Train and coordinate the transition of indirect reports to PRMS system which was completed in October 2013. • Responsible for maintaining a balanced budget within the Customer Service Department.
  • 2. Guardian Building Products, Greer, SC Buyer/Distribution Sales: 8/10 – 4/12 • Work as a Trader in the Home Building Industry by obtaining price proposals and quotations from multiple competing vendors and evaluate them based on lead time, cost, minimum order quantity, freight and then purchasing the best product based on this criteria and then selling at an acceptable margin in the market. • Prepare, setup, dismantle and man Tradeshow booth for annual show in Las Vegas. • Responsible for increasing sales by contacting dealers daily and working with distribution centers selling multiple product lines in the 48 contiguous states. • Successfully launched two new sales programs in the past year. • Responsible for increasing sales and setting up replenishment orders for Customer base. • Issue purchase orders to numerous vendors on products sold to the Building Industry. • Conduct necessary follow up on purchase orders verifying invoicing is correct, product received accurately and timely at customer’s location. Arrow International Inc, Cleveland, OH Customer Service Manager: 04/08 – 05/10 (Left to relocate to South Carolina) • Manage and guide 6 direct and 5 indirect customer service members with sales over $100 million in the Printing Industry, exceeding customer expectations while meeting state laws and guidelines. • Streamlined the Customer Service Department by balancing out the workload amongst the CSR’s, implemented new procedures and work instructions thus increasing Departmental efficiency. • Calculate profit margins and maintain pricing of all product lines for the U.S. operations. • Saved the company over $30,000 within a 2 year period while correcting margins on various product lines. • Work in conjunction with other departmental managers implementing continuous improvements to solve customer and internal related issues. • Responsible for the calculation and distribution of monthly, quarterly and yearly customer rebates. • Duties include interviewing, training, conducting employee reviews and completing projects to meet stated company deadlines. • Review and process customer credits and debits for the entire U.S. operation while working in conjunction with various departmental managers to push through the system. Eaton Corp. - Tinnerman Palnut Engineered Products, Brunswick, OH Customer Service Manager: 12/00 – 5/07 • Manage 5 member automotive O.E.M. department with sales over $30 million in fasteners and ensuring that customer requirements and expectations are met consistently and on a timely basis. Major customers include Ford, GM, Toyota, and DaimlerChrysler. Proficient as an internal QS 9000 auditor and assisted in obtaining registration. • Improved customer supplier ratings by ensuring that any issues were immediately resolved company wide, thus successfully leveraging $13M in new business away from our competitors by being a preferred supplier. • Visit customers to negotiate a mutually beneficial solution concerning pricing and quality issues. • Serve as primary liaison, communicating effectively between customers, manufacturing facilities and outside sales on plant issues pertaining to lead time, rejections, document control, certifications, substitutes, engineering and application needs, along with specialized requests. • Created and documented all Customer Service work instructions for the CSR’s to reference. • Responsible for interviewing, training, conducting employee reviews, assigning of projects and monitoring quality operating standard (qos), measurables of Sales Service Coordinators. • Worked in conjunction with the I.T. department as Project Manager, implemented the new AS400 CMS business system across 4 manufacturing facilities within 1 year and trained departmental users. Sales Services Coordinator: 4/96 – 12/00 • Responsible for customer accounts totaling $6M in annual sales which includes Automotive, commercial and distributor accounts. Resolve order edit errors, price and other order discrepancies with customer. • Generate sales by working directly with customers to meet their needs and requirements. Fill sample requests, prepare and follow up on quotes, leads and projects to completion.
  • 3. • Expedite customer orders effectively with plant contacts through the use of customer Direct Data Link (DDL) systems. Notify and coordinate with plants on balance outs, schedule changes and process cancellation charges. • Attend customer seminars on delivery ratings, guidelines, quote procedures, EDI, DDL requirements, as well as make joint sales calls with sales engineers. Marketing Services Coordinator: 4/93 - 4/96 • Prepare, maintain and arrange for exhibition of permanent and portable display booths for annual National Design and Engineering trade show in Chicago and others across the country. • Responsible for the shipping and receiving of Show Booth and materials in a timely manner. • Help repair and maintain booths onsite at the event. • Man show booth during events, communicating effectively with customers and attendees. • Provide technical detail and application assistance where required to produce direct sales and increase the number of new accounts. Increased new accounts by 150% while increasing sales by $1.4M. • Order advertising space authorizations of company product information and distribution services in North American and Worldwide directories and publications. EDUCATION Cleveland State University: Bachelor of Business Administration with emphasis in Marketing, December 1992