Sue Hortsman Email Address

Customer Service Manager

Universal Beauty Products is a fast growing hair and skin care manufacturer.

I am a well-rounded Professional Customer Service Manager with strong knowledge in forecasting, pricing and inventory control. Possess excellent written and oral communication skills with the ability to learn quickly. Versatile, works well under pressure, and have a strong sense of urgency all with great attention to detail. Thoroughly versed in business software programs, such as; BCPS, SAP, Avante, Made 2 Manage, Mapics, JD Edwards, MAS 200 and Microsoft Office. SUMMARY OF QUALIFICATIONS • Manager—Planned, assigned and monitored work tasks for optimum team efficiency. • Forecasting—Assisted Vice President of sales with monthly and yearly forecast by customer total dollars. Worked with production and operations on unit forecasting per month and year. Maintained customer provided forecasts and passed information to production to be utilized in planning. • Pricing—Maintained all pricing in ERP systems. Provided necessary monthly and yearly reports to sales and finance to review. Worked with vendors, engineering, production, materials, operations, finance and sales to create new items cost. Process all quotes for new items as well as line extension or tier pricing. • Inventory—Monitored inventory levels for top tier customers and worked with production to maintain the necessary levels. Reviewed production screens for all levels of materials. Assisted production and operations on realistic inventory levels for base items. SUMMARY OF ACHIEVMENTS • Successfully maintained 100% customer base during a $2million back order situation. • Spearheaded the implementation of a new ERP, SAP, and Made 2 Manage system. • Centralized multiple state locations of customer service groups into a corporate setting. • Strong ability to lead, and supervised a staff in multiple states, ensuring 95% customer satisfaction. • Developed processes and documentation ensuring 100% compliance for internal as well as Sarbanes Oxley audits.