James Devlin

About James Devlin

A skilled and effective customer service professional with over 20 years experience and 9…

Experience

1. Director Global Customer Service

   Spectrum Control

   May 2022 — Present

   ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. • Set a clear mission and vision and gain buy in and enthusiasm from staff and peer organizations • Improve customer service experience, create engaged customers, and facilitate organic growth • Take ownership of customer requests and escalations, and tenaciously follow problems through to resolution • Be a change agent that will drive continuous optimization, standardization, and high performance • Establish, track, analyze, report and optimize customer service performance based on quantitative measures focused on quoting, order entry, customer response time, inefficient use of time, and proactive customer engagement. • Relentlessly pursue high impact - low-cost opportunities to improve customer service processes, procedures and workload - and champion initiatives to improve effectiveness and employee job satisfaction • Recruit, mentor and develop customer service personnel and nurture an environment where they can excel through encouragement and empowerment • Engage and communicate needs clearly and effectively across the business (Product Management, Sales, Operations, Engineering, Human Resources, Compliance, Finance) and to executive management • Understand priorities and manage staff workload to provide the highest level of support and responsiveness to customers • Manage account data integrity across CRM and multiple ERP systems • Adhere to and manage an approved budget • Supervisory Responsibilities: Directly supervises Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance, with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education

• Northeastern University

  Engineering

  1988 — 1989

• Wentworth Institute of Technology

  Aviation and Marine Electronics

  1989 — 1990

Skills

• Program Management
• Inventory Control
• Inventory Management
• Electronics
• Sales Support
• Microsoft Office
• Cost Reduction
• Salesforce.com
• Production Planning
• Scheduling
• Materials
• Contract Negotiations
• Strategic Sourcing
• Documentation
• Iso
• Mrp
• Supply Chain Management
• Edi
• Sales Management
• Word
• Customer Service
• Customer Relations
• Problem Solving
• Operations Management
• Internet Explorer
• Vendor Relations
• Automation
• Process Improvement
• Materials Management
• Team Building
• Forecasting
• Contract Negotiation
• Customer Satisfaction
• Account Management
• Vmi
• Coaching
• Supply Chain
• Pricing
• Excel
• Warehouse Management