DONNA KIRKBRIDE has over 25 years of experience in customer service and manufacturing, including the past 12 years as Customer Service Sales Support Manager at Master Lock Company. She is responsible for order management of top accounts, managing a customer service team, and ensuring on-time deliveries. She has a strong background in customer relations, problem-solving, and operations management.

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DONNA KIRKBRIDE
W2349S8500 Center Drive
Mukwonago, WI 53149
(414)881-4300 dkirkbride2@gmail.com
Summary
Customer Service Sales Support Manager with strong management background. Twenty Five
years of customer service and manufacturing background. Communicates effectively with all
levels of management. Responsible for the order management process of our Top Accounts
across all manufacturing and distribution centers.
Professional Experience
Master Lock Company 2009 – Current
Customer Service Sales Support Manager
2012 - Present
 Interview / Hire applicants
 Quarterly Performance reviews
 Coaching and mentoring of both call center and order management team
 Work closely with the call center to provide management support – escalation calls, etc
 Hold Weekly team meetings
 Support the transition of International order entry and order management of accounts
from Master Lock Europe to Master Lock Corporate.
 Support systemupgrades which impact the customer service department (WWMOS,
Red Prairie)
 Manage the open orders report to ensure orders ship on time.
 Work with warehouses daily to prioritize in-coming Asian shipments, and incoming
internal shipments into our Louisville warehouse.
 Attend and contribute to the VBA (vendor buying agreements) meeting
 Troubleshoot and analyze a variety of customer issues
 Manage customer fines as it relates to Master Lock's compliance and ability to meet
requirements.
 Understanding of customer requirements from receipt of orders to shipment and
delivery.
 Responsible for updating and creating customer working documentation
 Customer Visits

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Sr Order Management Analyst
2007 - 2012
 Responsible for managing Top Accounts to ensure on-time shipments and fill rates are
met to customer expectations
 Work directly with Sales and their respective customer accounts
 Report corporate metrics
 Work closely with purchasing, manufacturing, and distribution warehouses
Purchasing Planner
2006 - 2007
 Monthly analysis and review of master planning against current forecast requirements
to determine required deliveries
 Follow up with suppliers to ensure on time receipt of POs.
 Troubleshoot and process vendor invoices for payment
 Support new project launches
International / National Customer Service Team Leader
1997 - 2006
 2003-2006 responsible for entire call center (25 people)
 Process quarterly and annual reviews for individuals on team
 Responsible for interviewing, and hiring or new employees
 Track team member call availability, order entry accuracy rates, and productively rates
 Rearrange CS Reps to provide adequate coverage in each of the customer service
regions
 Monitor phone calls for accuracy and professionalism
 Arrange ongoing training for team members
 Conduct coaching sessions
 Responsible for resolving customer issues
 Review/approve return goods requests
 Maintaining acceptable customer order fill rate and on time deliveries
 Strong relationship with supply chain team
 Serve as liaison for manufacturing with our International locations, sales
 Customer visits
 Support the Canada customer service start up in Canada

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International and National Accounts Customer Service Rep
1990 – 1997
 Served as liaison between manufacturing and Sales Managers/Reps
 Responsible for Canadian Customer Service
 Backup for the Paris France and Pacific Rimregions
 Edited and processed orders
 Process Canadian Custom invoices
 Coordinate container shipments for the Paris France office
 Assisted sales reps at Canadian Hardware show