Jennifer Johnson
OLAPLEX
Bayonne,NJ
26
years of professional experience
Results-driven Operations and Customer Experience Manager with over 15 years of progressive success in the Beauty and Apparel industries, leading end-to-end order management, supply chain optimization, and B2B customer operations for global brands. Expert in EDI management, ERP (NetSuite, SAP, Blue Cherry) systems, and 3PL coordination, ensuring flawless execution from purchase order through delivery. Recognized for building and mentoring high-performing teams, enhancing service standards, and strengthening partnerships with major retailers such as Macy's, Walmart, Saks Fifth Avenue, Nordstrom, and Amazon. Adept at developing process improvements that reduce inefficiencies, mitigate risks, and elevate the customer journey. Passionate about driving operational excellence and brand growth through strategic collaboration, data-driven decision-making, and exceptional client relationships.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Work History
Manager, B2B Customer Support
2 Years 6 Months- Directed the full B2B order lifecycle (EDI, fulfillment, invoicing, delivery), ensuring strict compliance with retailer standards and achieving high on-time, in-full (OTIF) performance.
- Optimized ERP (NetSuite) and EDI (SPS Commerce) systems, driving automation, improving order accuracy, and reducing manual processing errors.
- Partnered cross-functionally with Sales, Procurement, Logistics, and Warehousing to resolve complex order and fulfillment challenges, minimizing delays and service disruptions.
- Acted as primary escalation lead for major retail accounts (Amazon, ULTA, Sephora, Space NK), strengthening relationships and accelerating issue resolution to maintain service excellence.
- Led, coached, and scaled a high-performing team; implemented SOPs and performance frameworks to improve productivity, consistency, and operational visibility.
- Leveraged data analytics and KPI tracking (including chargebacks and EDI performance) to drive continuous improvement, optimize 3PL operations, reduce costs, and enhance fulfillment speed.
- Managed relationships with 3PLs, freight forwarders, and vendors to ensure efficient order execution, compliance with routing guidelines, and successful delivery of value-added services.
- Oversaw chargeback analysis and dispute resolution, identifying root causes, recovering costs, and implementing process improvements to prevent recurring issues.
- Lead and/or participate and prepare the forecast consensus meetings to ensure objectives are clearly identified and decisions are made.
Operations / Customer Manager
1 Year 10 Months- Managed full-scale operations encompassing EDI order processing, inventory allocation, 3PL coordination, and customer lifecycle management.
- Directed daily order flow through SAP and NetSuite, ensuring accurate ETA updates, inventory control, and fulfillment optimization.
- Recruited, trained, and supervised customer support representatives, fostering a culture of accountability, performance excellence, and customer focus.
- Collaborated with cross-functional teams—including Sales, Finance, and Logistics—to ensure timely order processing, payment releases, and compliance with partner SLAs.
- Designed and implemented workflow enhancements that increased on-time delivery performance and improved order visibility across teams.
- Investigated and resolved compliance chargebacks and customer disputes, saving the company thousands in potential deductions.
- Analyzed customer feedback trends to identify process gaps, implement corrective actions, and enhance overall satisfaction.
- Oversaw vendor relationships to ensure high-quality, cost-effective service delivery while maintaining compliance with brand standards.
- Streamlined operational reporting through data-driven dashboards that improved communication between internal teams and external partners.
Customer Service / EDI Coordinator
1 Year 7 Months- Directed the customer service and EDI operations for high-volume beauty and apparel accounts, ensuring flawless order execution and shipment accuracy.
- Oversaw end-to-end EDI order management through Blue Cherry, coordinating allocation and routing for major retail partners.
- Developed onboarding and training programs that elevated team knowledge in compliance, EDI processes, and client relationship management.
- Partnered with Sales and 3PL warehouses to prioritize fulfillment schedules, guaranteeing on-time delivery for key retail campaigns.
- Conducted root-cause analysis on customer compliance chargebacks and implemented preventive measures that reduced penalties significantly.
- Collaborated closely with Finance to manage invoicing accuracy, payment processing, and credit approvals for domestic and international orders.
- Enhanced communication between logistics, sales, and customer service teams to resolve order discrepancies and elevate the overall customer experience.
- Introduced process improvements and automation initiatives that increased order processing efficiency and reduced manual errors.
- Maintained a customer-first environment, building long-term relationships with retailers and strengthening brand reputation in competitive markets.
- Evaluate, implement, and optimize tools, technologies and automation solutions that enhance customer experience and improve team productivity.
- Drive performance improvements through 1:1s, coaching, feedback, and training
Supply Chain Analyst
8 Months- Conducted data-driven analyses to improve supply chain efficiency, optimize inventory levels, and reduce lead times.
- Managed EDI order flow and ensured seamless coordination between supply chain, logistics, and distribution teams.
- Partnered with vendors to assess performance, enforce compliance, and strengthen supplier relationships.
- Created KPI-based dashboards to track delivery performance, identify supply chain gaps, and recommend cost-saving measures.
- Collaborated with procurement and production teams to enhance sourcing accuracy and improve material availability.
- Supported product lifecycle management and style management to streamline product launches and replenishment.
- Proactively communicated potential delays or shortages to management, mitigating risk and ensuring customer satisfaction.
- Lead and/or participate and prepare the forecast consensus meetings to ensure objectives are clearly identified and decisions are made.
- Oversee all freight shipments.
- Manage end-to-end outbound order fulfillment to B2B customers and DTC.
- Own and resolve exceptions and issues throughout the process.
- Process PO EDIs via SPS.
- Prepare and organize all necessary documents.
- Manage operational relationship with 3PLs.
Customer Service / EDI Coordinator
6 Years 5 Months- Processed and managed EDI transactions (850s, 860s) in Blue Cherry for major retail clients, ensuring compliance with routing and fulfillment standards.
- Coordinated order allocation between multiple warehouses while maintaining real-time visibility into inventory and fulfillment metrics.
- Partnered with finance and credit teams to verify payments, release holds, and ensure timely order execution.
- Monitored and updated open orders daily to ensure shipment timeliness and alignment with customer expectations.
- Managed returns and order adjustments, maintaining full traceability across systems for audit accuracy.
- Built trusted relationships with leading retailers such as Macy's, Walmart, Saks Fifth Avenue, and Nordstrom, ensuring compliance and satisfaction.
- Streamlined routing, documentation, and invoice processes, improving operational turnaround time and accuracy.
- Ensure compliance with customer routing guides, appointment requirements, pallet configurations, and labeling standards.
- Investigate discrepancies involving purchase orders, pricing, quantities, ship dates, ASNs, invoices, and inventory data.
- Test connections to ensure accuracy of transmission of data.
- Manage end-to-end EDI operations, including transaction processing, trading partner integrations, and ERP connectivity.
- Monitor EDI transaction flow, system performance, and data accuracy to ensure reliable processing.
- Enter and validate all purchase orders in the ERP system with zero tolerance for errors.
- Ensure speed and accuracy in data entry while maintaining accountability for each order.
- Review and confirm order details, pricing, and item codes before submission.
- Identify inconsistencies and connect data points to resolve issues proactively.
Import Coordinator
3 Years 7 Months- Oversaw end-to-end import operations, coordinating with factories, exporters, and freight forwarders to ensure on-time delivery.
- Created and maintained import records within AS400, ensuring data accuracy for shipment tracking and customs documentation.
- Partnered with overseas vendors to resolve shipping discrepancies and proactively address potential delays.
- Tracked inbound freight from port to warehouse and aligned with internal teams for receiving and order fulfillment.
- Reviewed and approved freight, customs, and trucking invoices, ensuring compliance with cost and quality standards.
- Communicated weekly with suppliers to ensure up-to-date shipment status and adherence to production schedules.
- Collaborated with logistics and warehouse teams to ensure deliveries met business and customer requirements.
Shipping Coordinator
8 Years 7 Months- Managed shipping operations for major retail clients, coordinating with carriers to ensure timely order fulfillment and accuracy.
- Prepared bills of lading, manifests, and ASNs to meet retail compliance requirements.
- Collaborated with major retailers such as Amazon, Walmart, and TJ Maxx to streamline routing and minimize chargebacks.
- Oversaw quality inspection of all inbound and outbound shipments to ensure accuracy and compliance with brand standards.
- Maintained detailed shipment and inventory records within AS400, ensuring traceability and operational transparency.
- Partnered with trucking companies and logistics teams to optimize LTL shipments and reduce transportation costs.
- Provided real-time shipment updates to retail partners and internal stakeholders, maintaining high levels of communication and trust.
Education
High School Diploma
Skills
Strategic Market Expansion
Referral Network Development
Joint Ventures & Partnerships
Revenue Growth Strategy
Multi-Facility Operations Leadership
Competitive Market Analysis
Sales & Marketing Strategy
Physician Relations & Alignment
Post-Acute & Rehabilitation Services
Cross-Functional Team Leadership
Admissions Pipeline Optimization
Program & Service Line Development
Contract Negotiation
Business Intelligence & Forecasting
Turnaround & Performance Improvement
Change Management & Integration
Executive Relationship Building
Team Development & Staff Supervision
Microsoft Office | Excel | PowerPoint | Outlook | Blue Cherry | SAP S4 Hana | AS400 | NetSuite / Oracle | EDI | Synapse | CRM / Salesforce | Epicor | Shopify | Gorgias
Timeline
Manager, B2B Customer Support
OLAPLEX
03.2024 - CurrentRead More
Operations / Customer Manager
JOSEPH JOSEPH
05.2022 - 03.2024Read More
Customer Service / EDI Coordinator
XCEL BRANDS
10.2020 - 05.2022Read More
Supply Chain Analyst
AEROSOLES
07.2019 - 03.2020Read More
Customer Service / EDI Coordinator
OVED APPAREL
01.2013 - 06.2019Read More
Import Coordinator
HADDAD APPAREL
05.2009 - 12.2012Read More
Shipping Coordinator
HADDAD APPAREL
09.2000 - 04.2009Read More
Bayonne High School
High School Diploma
Read More