Tracy Cox Email & Phone Number

Dallas, Texas, United States

Partner cross-functionally to regularly share 100+ active fulfillment members’ values about their experience with Saltbox, provide clear written communication about that understanding, and collaborate on process improvements.Provide expert and timely responses to member questions over email, phone, Zoom, and in person when members visit the Saltbox location.Contribute to the overall design of customer success management at Saltbox through Zendesk ShipHero and member health scores.Develop an onboarding process setting new members up for success and act as the subject matter expert to connect online stores to 3PL fulfillment software. Member knowledge of ecommerce and third party experience varied from entry- to high-level.Proactively review member processes and expectations to set realistic expectations of their customers’ experience in a high-volume fulfillment environment.

Act as business partner for multiple clients, remaining knowledgeable of current operational practices for both client and company. Daily communication with clients and multiple Fulfillment Centers across the country with a focus on speed of service and meeting service level agreements. Logistics coordination: LTL, ground, air, large quantities and loads, domestic and occasional international shipment. Engage in strategic planning and advice with decision makers, and measure engagement of clients across multiple product features to identify churn risks or areas of improvement.

Designed the strategy, plan and execution for customer support across all channelsCreated and managed operational reporting for customer contacts, refunds, and overall satisfaction and owned all initiatives to drive positive customer ratings and reviews.Developed processes to streamline issue identification, escalation, and resolution for consumers, and delivery and restaurant partners.Collaborated with Marketing and Operations teams to onboard and manage third-party delivery platform operations. Created resources and trainings for delivery technology usage and troubleshooting

Managed all luxury retail merchandise inventory and handling across three facilities.Created, managed, and reported on inventory, supply chain progress, and procedural KPIs.Tracked lifecycle of inventory through the facility to verify and validate standards and reported on inaccuracies and improvements.Reduced “Can’t Fill” orders by improving inventory counts and merchandise flow resulting in lower customer wait times.Managed a team of two salaried supervisors and 20 hourly leads and associates across multiple locations.

Dallas/Fort Worth Area

Managed Order Filling, Packing, Shipping, and Store Sends departments.Created daily production plans maximizing productivity utilizing historical data and associate productivity standardsBuilt and implemented a cross-functionally improved Store Sends process for faster turnaround of customer orders and improved customer experience for orders filled from Dallas area Full Line and ‘Last Call’ stores. Managed a team of 94 associates, leads, and supervisors and successfully navigated the unexpected volume increase and staffing changes during the COVID-19 pandemic.

Arlington, Tx

Managed the food safety and quality plan in Blue Apron’s highest performing fulfillment center. Strategically organized, updated, and implemented facility-wide quality based operating procedures to prepare the fulfillment center for its first SQF certification (rating: “Excellent”)Coordinated the integration of the Food Safety and Quality departments; building from scratch a new, unified FSQA team HACCP, SQF and PCQI Certified

Arlington, Tx

Designed quality standards for portioning and packaging food products and managed in-bound USDA inspectionsReported on KPIs and created initiatives to improve Quality performance, building and delivering associated training to internal auditors and fulfillment employeesSpearheaded the creation and implementation of a hands-on training initiative to provide a fulfillment experience to corporate office employees.Grew department from 10 to 60 via the acquisition of a product auditor team during company restructuring

Arlington, Tx

Arlington, Tx

Opened new facility, setting the standard of expectations and production goals.Completed production plan by scheduling associates and assigning duties, establishing priorities, monitoring progress, resolving problems, reporting results of the processing flow on shift production summaries.Managed new team and facility during time of exponential growth and rapidly-changing processes and priorities.

Managed schedules, organized office functions, and oversaw daily operations of office with 15-20 employees.Coordinated between external vendors, customers, and company employees on multi-million dollar projects.Monitored and managed office budget and expenditures

New York

• Managed a team of up to 15 to maintain company voice and properly execute company’s Smile Guarantee. • Monitored all company social media channels (3 Twitter handles, 4 Facebook pages, Instagram) from customer service perspective to guarantee customer contact through all available mediums• Protected brand image through social media posts using company voice and established communication policies.• Maintained and tracked social media interactions to ensure order issues or site problems were addressed as soon as possible. • Insured management was knowledgeable of social media trends and aware of any glaring issues with marketing plans and execution.• Managed customer experience through phone, email, and shipping services, going above and beyond to ensure customer satisfaction.• Coordinated with other departments to create new procedures for best possible customer experience.

Dallas/Fort Worth Area

• Managed up to 20 employees at a time including scheduling, coaching, training, teaching.• Administered on-the-spot coaching, corrective actions, and terminations.• Managed a $500K per year business by ordering, staffing, cost management, planning and executing priorities.• Maintained positive relationships with customers through extraordinary service.• Handled all employee conflicts, recruited and hired new employees.

Arlington, Tx

• Received goods from vendors, checked the goods for quality and quantity standards and sorted the goods as per the requirement.• Provided relevant information to draft inventory accounts and computed inventory turnover ratio.• Coordinated with the purchasing department to ensure the organization has received goods as per the purchase order.• Minimized shrink of inventory within the store by collaborating with all employees to ensure a common mindset regarding inventory management and proper allocation of product.• Maximized profit by evaluating imperfections in products and setting prices to minimize the loss of revenue.

Lubbock, Tx

• Represented winery at out-of-town festivals and events to promote products and company.• Learned about wine-making process from growing to bottling.• Lead tours and wine tastings with tourists; explained processes to novices and connoisseurs alike.• Responsible for sales of wine and tasting room merchandise; responsible for money and upkeep of tasting room.

• Prepared formulary and non-formulary medications as prescribed by physicians.• Prepared scheduled and emergency intravenous medications, including chemotherapy, for hospital patients.• Stocked and performed minor repairs on automated medication dispensing machines.• Developed and maintained relationships within the pharmacy community by participating in Texas Society of Health System Pharmacists meetings and gatherings.• Acted as a liaison between pharmacists and other hospital personnel and directed information accordingly.• Provided administrative and clerical assistance including filing, answering telephones, greeting guests, and navigating computer files and programs as necessary.