Customer Service Operations Manager

Gina Rajah

*** *** ******, *******, *** Jersey **203 Phone: 908-***-**** Email: *********@*****.***

PROFESSIONAL SUMMARY

Highly experienced operations manager, with over 30 years of hands-on diversified experience in the apparel /wholesale industry. Dedicated to achieving and exceeding customer satisfaction as well as meeting and surpassing company expectations. Extensive track record in all aspects of Customer Service. Well versed in people management, problem solving, strategic planning, communication skills, and a history of building strong industry relationships.

PROFESSIONAL EXPERIENCE

Marchesa -New York, NY 10011

E-Commerce OP/Assistance -11/2021-Present

Review and analyze all returns for Farfetch, Shopify, Neiman Marcus, and Nordstrom.

Responsible for accepting all Farfetch returns for Domestic and International into Farfetch Storm system.

Creating all RA for all returns in the RLM system.

Provided a daily report for each account with the AWB#, PO#, UPC#, style, color, size, invoice# and RA#.

BCI Brands- New York, NY 10018

Sales Operation Manager/Master Data-2020 to-2021

Manage and track all open orders to ensure timely delivery.

Manage all inbound EDI.

Submit orders for credit approval.

Troubleshoot any issues with allocation.

Act as Liaison between Sales, Production, Logistics, and warehouse.

Track the shipment process from the factory to destination.

Review and analyze all PO orders.

Notify production team of any issues with production product.

Follow up with warehouse for shipment, VAS and replenishment needs.

Michael Kors – East Rutherford, NJ 07072

Wholesale Support Manager/ Master Data -2003 to 2020

Oversaw and managed both domestic and international account orders for ready to wear, accessories, and footwear.

Review and manage production status reports to ensure merchandise is received in a timely manner to fulfill account orders within valid shipping windows.

Liaison to HK 3PL and California DC to ensure orders process and ship in a timely matter in accordance to generated pick ticket priorities and cancel dates.

Maintain key relationships with vendor management teams for both domestic and international customers and sales teams.

Analyze and processes returns, chargebacks, cancellations, and tracking of orders.

Manage and oversee direct reports and delegate work as needed.

Responsible for keeping track and approval of direct reports pay roll.

Create and maintain all Customer Master Data profiles for all Wholesale and International accounts, according to accounts shipping guides.

Participated in the Validation and Design/Build Phases from the ERP system migration from RLM to the SAP Project that included the implementation of all three brands for Capri Holdings (Versace, Jimmy Choo, and Michael Kors). Assisted the master data project team on defining the business requirements for setting up master data (customer, vendor, and style master attributes) in SAP. Participated and assisted in the definitions of design of the business processes and the application functionally.

RLM Apparel Software System Inc.-Clifton, NJ 07013

Customer Service /Consultant-1998-2003

Customer Service; provide system support for customer accounts.

Trained, Tests, and maintain new updates on RLM Applications.

Consultant; On site consultant for Calvin Klein Jeans (Warnaco).

Assist and prepare data to set up Calvin Klein kids Co.

Created Documentation and training schedules for Style master, Productions, Sales, Merchandising, EDI, and Allocation departments. All performed on AS/400.

MIS Helpdesk; Assist and document all soft/hardware related problems. Created user profiles, Applications menus, Security ID, Customer Profiles, Master files, and testing for new program project.

Donna Karen Company – Carlstadt, NJ 07072

Customer Service Representative (Beauty Company)-1996 to 1998

Processed regular and EDI orders, Allocations, and Returns.

Responsible for maintaining all Master Files.

Provided shipping updates to account executives and accounts.

Monitored rush and priority orders to ensure on-time delivery.

Capacity Incorporated- Moonachie, NJ

Order Entry Supervisor-1994-1996

Responsible for managing and delegation account orders for four divisions.

Analyzed credit returns, edit, billing, cancellation and tracking of orders.

Assisted Telemarketing Manager with heavy consumer contact.

Helped customers on all order inquiries, short shipment, and returns.

SKILLS

Order Management

Application training and support

Customer complaint resolution

Team building

Systems/Applications

RLM

Manhattan Associates DOM

7th On Line

JOOR

Smart Sheet

Share Point

RLM Java

Education

Jersey City State College-Psychology (1982-1983)

References (Available Upon Request)

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