www.instagram.com/guestinresidence/

• Monitor DTC and Wholesale fulfillment operations coordinating with warehouses and third-party logistics• Implement standard operating procedures and best practices in order to optimize quality and delivery time• Focus on creation of efficiencies and processes optimization within the Supply Chain• Monitor performance and service level agreements of fulfillment centers enforcing KPIs and business metrics focus on Fill Rate and On Time across D2C and B2B channels• Help prioritize short- and long-term objectives and strategies in scope of Operations function• Interact regularly with leadership team and other departments to ensure function operational priorities are aligned with company strategy.• Provide leadership and support to OPS Team and improve cross functional collaboration

Responsible for all of the aspects of the customer service activities and manages a department of 5 + customer service representatives. •Interact with customers, company sales and operation team members in order to achieve mutually agreed upon commitments (SLA’s) and goals. •Coaches and develops customer service team as well as direct warehouse staff to achieve customer’s needed compliances. •Develop customer’s SLA and base on the needs of the client’s business partner. •Review and forecast inbound freight with receiving teams to achieve inbound cycle time and fulfill customer orders timely. •Manages the flow, scheduling and processing of client orders from the receipt of orders to shipping. •Responsible for exceeding customer metrics: order cycle time, error free order processing and responsiveness. •Regularly reviews performance (KPI’s) with customer service team providing expectations, performance planning, feedback, training and development. •Oversees and manages the vendor compliance department, responsible for the successful execution of all retail compliance initiatives. •Ability to interact directly with customers on a daily basis and respond to customer specific needs. •Work collaboratively with in house warehouse operations, dispatch, finance and Human Resources in achieving organizational goals

Manage the Customer Service Staff.Improve processes in partnership with Operations, Logistics and our third party Distribution center.Provide quality control and oversight of order processing to ensure timely and accurate orders are provided to distribution center.Customer interaction, especially during peak selling periods. Customer base includes: Retailers, Specialty Stores, Wholesaler, International Distributors, online Distributors, etc.Work with 3rd party ERP system to ensure efficient operations and data integrity.Assists Company sales staff in resolving or answering order and product questions to ensure high level of customer satisfaction. Communicates upcoming product plans and programs.

Responsible for wholesale and e-commerce website orders. Over see workloads of 4 customer service representatives and any temporary assignment workers. Reviewing order entry, expediting goods, pricing, and follow-up on customer inquiries.Coordinating with the Credit and Accounting staff to resolve billing issues resulting from errors in pricing, shipping, delivery, etc.Providing timely follow-up on customer technical inquiries and requests in order to optimize the sales process. Maintain daily reports on incoming and outgoing orders for both wholesale and e-commerce orders.Running weekly customer order reports to ensure product availability and timely delivery from production.Manage warehouse daily productivity to ensure customer's orders are delivered within the ship window.Working with the Logistics Department to ensure timely and efficient shipment of customer orders and management of returns.Review routing guides and communicate with warehouse on customer's specification for shipping and tagging.Supporting the Sales Force on everyday duties, attends sales meetings and training programs as neededCheck and balance inventory daily and work with sales team to insure product availability.Serve as direct contact for Customer Call Center to resolve all issues. Managing problems related with returned defective goods.Motivating the Customer Service Team to constantly improve the team "spirit" and to lead it to reach the targets.

Assigned all major, dot.com and international accounts. Responsible for wholesale and e-commerce website orders.Manage warehouse daily productivity.Maintain daily reports on incoming and outgoing orders for both wholesale and e-commerce orders.Check and balance inventory daily and work with sales team to insure product availability.Make sure orders are shipped within the client's ship window.Over see workloads of customer service representatives and 2 temporary assignment workers.Review routing guides and communicate with warehouse on customer's specification for shipping and tagging.Serve as direct contact for Customer Call Center to resolve all issues. Responsible for responding to customer inquiries via web mail.Process and dispute chargeback with credit card companies.Create reconciliation logs for failed credit card transactions via web site.

Created, entered and processed Customer Orders through EDI and MOVEX for all accounts.Checked for any errors on Timepiece pricing or watch configurations.Provided customers with specifications on style numbers, accessories and availability.Reviewed MOVEX/EDI system for deficient/blocked orders transmitted. Maintained monthly reports on ongoing issues with EDI and failed orders.Interacted with all accounts and sales representatives to resolve customer issues. Created returns authorizations for mis-shipped/not ordered items. Processed repair and replacement parts for customer or distributor as per request. Transferred location for watches via serial numbers that have been through Quality Control.Assisted with assembling new product lines to send to sales representatives for customer viewing.Created visual display for new and existing stores / distributor.

Entered and processed customer and Inter-Divisional orders through EDI for all accounts.Checked for accuracy on all pricing and process debits/credits for all accounts.Served as first line of contact for all sales question.Reviewed SAP system for failed/blocked orders. Maintained monthly reports on orders.Interfaced with Accounting, Credit and Sale department to resolve customer issues. Created and processed manual purchase orders and order confirmation for configuration of units.Monitored configurations and direct shipments for accuracy and efficient turnaround.

Reviewed correspondence and assigning to regional representative.Assisted in operation of MECA switchboard and maintenance.Maintaining updated log of outgoing battery accommodations.Receiving package, correctly identify and assigning them.