Michelle Starr Email and Phone Number

· Develops, implements, and updates control processes, KPIs, and methodologies related to the management of North American mill & third-party warehouse operations.· Ideate, develop, collaborate, and lead continuous improvement projects through every phase of project life cycle using Lean Methodologies and principles such as: Problem statement, process mapping, 5 whys, VOC, VOB, Risk/Benefit matrix, and PDCA.· Maintains sourcing logic and tables for sourcing network volume to appropriate DC locations; manages network shifts.· Conduct systems and process training as needed at the regional DC’s and within the Distribution Operations team.· Provides centralized direction and support to distribution operations staff and third-party facilities regarding inventory management and control issues.· Manages daily operational activity related to storage, handling and shipping of product from specified DC locations.· Participates in financial planning and forecasting, managing expenses to a monthly/annual budget of $25MM for sites in the Chicago area, addressing any deviations that will swing site out of budget. · Conducts Vendor PO management and payment of monthly invoices using SAP and Coupa.· Develops and maintains training materials.· Undertake special projects as directed by the Distribution Operations Manager.· Conducts and/or coordinates DC audits for compliance at each North American 3PL operation.· DIMENSIONS:· 4-7 - 3PL DC Operations/Providers· $ 10-15 MM in Storage & Handling Costs· $40-60 MM in Finished Goods Inventory Value· 0.5 – 1.0 MM sq. ft. of Warehousing· Reporting & Metrics · Continuous Improvement · Process Mining · Proficient in Excel, Celonis, SAP, Tableau, BI/BW, WMS, Open Text, and SharePoint · Lean Six Sigma · Customer Experience (CX) Champion · Training and Development

Built data driven dashboards and ran ad-hoc reports to inform business teams, helping them make appropriate decisions as a result.· Provided recommendations for operational efficiencies and improvements on inventory management, order management, policy, andthe customer’s experience based on expertise and backed by data.· Planned, performed, and implemented process improvements and/or change management initiatives around key order management systems and processes across multiple cross functional lines, delivering $250K + annually to the business in cost savings.· Led team of Open Text contractors with dotted line to be responsible for resource planning, scheduling, talent building and work delegation.· Liaison between distribution, transportation and customer care teams with purposes of resolving escalations, improving operations,identifying and organizing priorities of the business.· Worked with developers, project managers, and IT to identify, implement, and maintain new systems and system enhancements.Providing details on business justification, requirements, and conduct UAT.· Valued project participant in various cross functional projects (EDI, Supply Chain, Sales, and Customer Care). Activities include:mapping sessions, process evaluation and improvements discussions, implementation planning, and user acceptance testing.· Created up-to-date training documents, videos, and other materials to maintain high level of talent within department.

· Provides dedicated order management services for a wide range of customer types including KCP’s top tiered accounts. Services include: report generation and monitoring, regular problem solving and process development through creative strategies.· Improves customer (internal and external) experience through the utilization of KC behaviors daily, influences customer behavior based on best business practices as well as constantly changing policies and procedures.· Implements new efficiencies/ costs savings working directly with customers, leaders, and alongside other internal groups or departments.

· Drove service requests to meet and exceed contracted Service Level Agreement (SLA) (within 95% or above) by customer and region using SAP, Oracle, and other company applications. · Created and distributed metric reports daily. · Chosen member of the pilot team NEO – Exception Management.· Performed root cause analysis on missed targets and aged work orders to develop new procedures for improving territory field performance metrics to 95% from 60%. · Identified alternative solutions for aged work orders, minimum field resources and part issues to assist with closure.· Worked with internal departments to avoid customer penalties for missed targets. · Purchased and allocated needed parts for priority work orders.· Prioritized work order requests by customer accounts in jeopardy, SLAs, and current territory field metrics. Engaged field in driving these unique service requests to completion. · Managed and resolved a high volume of escalations from account managers and help desks in a call center environment.· Monitored escalations and exceptions for 6-16 priority accounts simultaneously.

· Optimized resources within territory to efficiently respond to incident and routine service requests.· Dispatched technicians based and technician skill set, location and severity of work orders.· Worked directly with the Territory Manager to manage and assist technicians with daily work order prioritization based on escalated issues, aged work orders, and contracted service level agreements with customer.· Responded and resolved escalations from the escalations team and account support.

· Worked directly with customers and field service in local language, answering inbound calls, making outbound calls, and assisting with requests for service, inquiries and escalations. · Guided escalation requests to responsible party in field management for action. · Provided follow ups to the customer and documenting any updates on work order using multiple applications and software.· Participated in special projects to continuously improve processes, tools, systems and organization.