Experienced Operations Manager with over 8 years of experience in retail, eCommerce, logistics and distribution. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company.
Report directly to SVP - eCommerce. Manage all vendor on-boarding operations for Vendor Direct To Customer (VDTC). Liaison between VDTC vendors and Pier 1. Align operations in accordance to over $50M in yearly retail sales. Work closely with accounting and weekly payment schedules to vendors. Selected to hold key position on cross-functional team during COVID 19. Developed and created plan of action for VDTC to "unwind" due to removal of drop ship SKUs from company site. Provide daily reporting for 3rd party inventory and path to web SKUs. Inform buyers of inventory needs based on demand. Identify and target critical vendor issues. Improve compliance policies to increase quality of products and customer satisfaction. Review all weekly shipping cost. Adjust procedures as needed to maximize department effectiveness and readiness for "peak" seasons. Designed vendor score cards to reduce cost and increase SKU productivity. Established charge-back schedules for non-compliant vendors. Provide direction to ensure conflict resolution affecting performance. Represent company brand and customer expectations to ensure quality product offerings. Project management lead in communications and information for IT platforms used in daily operations. Work cross-departmentally to resolve technical problems, improve operations and provide exceptional customer service. Manage EDI shipping and invoicing documents through 3rd party order platform.
Reported directly to the CEO. Established EDI Van setups between client and retailer. Owned overall key global vendor accounts. Provided expert knowledge within logistics and distribution operations. On-boarded all new clients. Reviewed all drop-ship programs and compliance requirements per retailer. Led in the Company's strategic planning and decision making. Worked closely with various IT integration's and eCommerce platforms. Gathered, logged and monitored analytical data. Maintained and advise inventory levels for large retailer PO's. Managed and advised project timeliness to maximize productivity. Identified SOP's. Established operational objectives, work flow and delegated assignments to subordinate managers. Implemented creative, cost effective processes to improve client and employee retention rate. Developed C-level executive relationships with each client. Resolved compliance issues and made improvements where necessary. Advocated customer/company needs and issues cross-departmentally. Identified and implemented supply chain improvement opportunities. Participated in recruiting employees and managing benefits. Liaised between multiple business divisions to improve communications. Devised hiring and recruitment policies for 50+ employee company.
During this time I completed my Master's degree in Management and Leadership, Texas Real Estate License and established certification for Group Exercise Spin Instructor.
Established operational objectives, work plans and delegated assignments. Prioritized order accuracy, on-time pick up and delivery. Took corrective action in case of incidents and delays to minimize unnecessary expenses. Educated new clients, as well as up sell current clients. Established operational objectives and workflow processes. Trained customer support staff. Developed and implemented production and inventory plans to determine expected delivery. Resolved customer issues. Updated customer orders with urgency. Liaison between customers and internal departments. Translated business needs and priorities into deliverable, logistic strategies and processes. Directed planning, budgeting, vendor selection and quality assurance efforts. Maintained positive vendor relations. Streamlined HR efficiencies, coordinated new hire orientations and provided on-boarding and training. Foretasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
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