Customer Service Representative
Resume:
Morgan Melissa Maxwell
Hilliard, OH 43206
******.*******@*****.***
Experience
Budeneheim USA, Inc. - May 2014 – Current
Promoted to Supply Chain Manager (December 2015 – Current)
Supply Chain Coordinator (Started as contractor in May 2014, hired as FTE in October 2014)
Coordinate, organize, and oversee all activities within the logistics (domestic & international), procurement, purchasing, planning and inventory departments.
Execute best practices and measure performance through agreed upon Key Performance Indicators (KPIs) resulting in the maximization of customer satisfaction.
Work directly with the sales team to determine the most cost-effective distribution solution for finished goods to be transported to customers.
Determine, setup and manage all 3PL warehouse locations within the US.
Work with freight forwarders and transportation companies to set best routes and rates for all DAP shipments.
Review and approve all freight terms, agreements (with support from legal) & partner with finance to approve all distribution invoices, close EOM and EOY).
Monitor and correct inventory levels (resolve discrepancies) to ensure first in first out (FIFO).
Support proper utilization of ERP, CRM, and all other systems (SAP, Salesforce, BW, MS Office including Outlook & Teams).
As a member of management, responsible to routinely report on department KPIs along with appropriate analysis and countermeasures where necessary.
As member of the ISO team, participate in internal and external audits working closely with quality to ensure all processes (SOP) are documented, up to date and followed.
Investigate and provide root cause analysis for all justified supply chain related customer complaints.
Limited Brands (Bath & Body Works) - October 2012 – May 2014
International Operations Planner (Contractor)
Run and distribute weekly / daily reports using SAP.
Manually adjust Purchase Orders with correct inventory, dates and rates.
Create customs invoices & packing lists for international/domestic export shipments and work with the Global Compliance department to gain approval of all documents.
Create customs documents for inbound shipments and request additional documents be provided to prepare shipment.
Attend weekly meetings and touch bases to discuss upcoming launches and strategies.
Track the timely movement of components and finished goods inventory by communicating with the distrusting and producing vendor as well as third party shipping companies.
Manage each vendor’s scorecard by adjusting purchase order dates to reflect accurate ratings.
Work with the vendors, transportation and finance department to reconcile PO quantity discrepancies.
Oversee a re-labeling project of 1 million international units at a partnering packaging and logistics company.
DSW (Designer Shoe Warehouse) - August 2010 - September 2012
Shoe Lover (Customer Service Representative) II
Engage in friendly conversation with customers.
Provide customers with helpful information and assist them with any questions they may have.
De-escalate situations with real solutions and build customer loyalty with remarkable service.
Take the time to passionately follow-up with customers and provide documentation on all necessary orders and accounts.
Conduct extensive product searches for merchandise currently unavailable in website inventory.
Process exchanges, which include evaluating proper reimbursement for returned merchandise and replacement of order with accurate discounts.
Practice and exhibit all of the service models of DSW, these include friendly, helpful, passionate and real.
TJ MAXX - November 2009 - August 2010
Accessories, Children, Men’s and Ladies Sportswear Coordinator
Ensure merchandise functions are completed and work with a team of associates to ensure accuracy and timeliness of the markdown process.
Analyze sales reports to determine strategic merchandise moves to improve low category average dollars being sold.
Set examples and ensure associates provide prompt courteous and knowledgeable customer service.
Train, oversee and provide feedback to associates.
.Work with store management to access needs and provide recognition to associates.
KOHL’S - August 2007 - November 2009
Visual Supervisor
Organize, supervise and implement all aspects of merchandise, fixtures, graphics and visual presentation in accordance to corporate directives for improved customer service and sales.
Ensure installation, check-in, order additional, and report missing or damaged collateral within 24 hours of receipt.
Responsible for new product placement and the maintaining of the strike points.
Opened the Hilliard Store in October 2007, also participate in other new store openings and renovations throughout the company.
Train new visual associates.
Support the “Yes We Can” and ”Smile and Say Hi” customer service programs.
EXPRESS - December 2005 - July 2007
Visual Merchandising Team Member and Intern
Participate in the floor-set process from receipt of new samples to the finished merchandise directive.
Receive and process all new goods including samples prior to each season’s set-up.
Organize mannequin wardrobes, assemble and create displays, record merchandise descriptions and partner with photography to gather all necessary information for completion of the directive.
Conduct merchandise transfers, back stock merchandise, and assist with the closing and opening of the stores.
Partner with team leaders to assess daily needs of flagship store standards.
Update flagship store zones and price promotions.
Assist coordinator in merchandising key areas at the home office mock store for next season’s directive.
Education
THE OHIO STATE UNIVERSITY - June 2003 - June 2007
Bachelor of Science in Human Ecology
Major: Textiles and Clothing (Retail Merchandising and Consumer Cultures)
Minor: Business Administration
GPA: 3.4
Member of the Ohio State University Fashion Guild 2003 - Present
Member of the Ohio State University Alumni Association 2007 - Present
Member of Columbus Young Professionals 2007 - Present
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