Leslie Sullivan Email and Phone Number

• Update SOP’s for Training purposes and train associates current or new• Create training documents for certain areas of new program ASI Smartbooks and ESP• Provide training to Order Management Team and Account Managers once program went live• Update KPI report daily of issues or errors incurred and discuss how to avoid them to be more efficient• Process orders for Sales and Account Managers in ASI Smartbooks Program• Follow up with Vendors/Decorators regarding Pricing, Back Orders, Artwork Proofs, Ship Dates and inform Account Managers of any discrepancies• Work with Suppliers in arranging pickup/shipping to decorators• Arrange pickups/shipping from decorators to client or warehouse• Inform client and Account Manager when their order is anticipated to deliver and how• Create/Update Item SKU #’s in Smartbooks Program• Work with Order Management Team to ensure orders are on time and help resolve any issues that may arise• Manage company driver’s day to day Pick Ups and Deliveries• Organize picking and packing of inhouse orders with warehouse associates• Organize Kitting and/or Distribution projects with warehouse associates• Review and receive inventory into Smartbooks program and arrange warehouse associate to put away• Issue inventory counts to verify stock and make adjustments where needed• Arrange couriers for pickups from Distribution Center (UPS, FedEx, Purolator, Canada Post, Mak Freight, Peace of Mind)

• Download and review orders received for Canadian Tire on fully computerized system (EDI) • Email daily open order reports of assigned customer to Inventory• Release orders to Canadian and US warehouses once inventory is available• Inform customer of any price discrepancies, back orders, due dates on product and shipping dates• Host weekly Open Order Report meeting to discuss pending issues with Offshore or Domestic orders to be rectified by Inventory, Forecast Manager or National Sales Manager• Seasonal Setup weekly meeting to discuss release dates of new product and delays• Keep customer informed of new product release dates and up-and-coming promotions• Rectify discrepancies and complaints with customer to mutual satisfaction• Write-up and enter discrepancies for customer credits and debits• Authorize return of merchandise for Canadian Tire• Track missing shipments• Investigate overages and shortages, price discrepancies and issue credit if warranted• Maintain daily contact with company distribution warehouses via phone, fax or e-mail• Investigate fines issued by Canadian Tire to see if they are valid claims• Follow-up with dispatch and customer for tracking details• Participated in two warehouse sales• Backup for other Order Managers

• Assist in the development and implementation of Return Process, Serial Validation and Warranty Program• Train Canadian, US and UK Inside Sales, Service Team and Returns Department on the new updated Warranty Program via Net Meeting• Implement Warranty Program to all Canadian Service Centers and Distributors • After 6 months of implementation, company saved $6 million in warranty costs. After 1.5 year saved a total of $12 million • Validate serial numbers and authorize return of defective parts/product• Help with testing of defective parts and merchandise to determine cause• Maintain Metric report to understand the most common issues for Quality Control • Collaborate with Service and Quality Dept to determine corrective action to help Service Centers to fix product instead of returning• Collaborate with Returns Coordinator and IT to document and Implement Returns Module in new SAP Program• Prepare Monthly Report/Accrual of all warranty costs in Canada, US and UK for Finance• Analyze warranty information sent by Service Centers, maintaining parameters for claims reporting, processing and credit requests• Enter orders/credits for parts/units once warranty is confirmed to be valid

• Assist Business Analyst to create and document Returns Material Authorization procedure• Provide training to a group of 8 employees in RMA Department. Was able to reduce department down to 3• Assist in the development and implementation of ongoing improvements to the service system in JD Edwards then later on with Baan LN to track and analyze data in regard to Warranty, CQCR’s and returns• Assist in the development and implementation of return process for Canadian and US facilities• Participated in testing of new application software and documentary of process for migration and training purposes.• Document and create training manual of the RMA process based on type of return and customers such as Lowes and Home Depot policies.• Collaborated with Consumer Call Center and Quality Control Department regarding product issues and advise how to repair to help with reduction of returns• Review and authorization of return requests based on retailer policy• Process credits once parts or units were returned and deemed defective• Work with Shipping Department to ship replacement parts/units• Prepare monthly summary of all returns with reasons for Accounting, Customer Service, Quality Control and Sales• Prepare monthly accrual of all warranty costs for Finance• Review and update manuals with new parts and pricing