Melissa Gianfrancesco
Oradell
Summary
Experienced Customer Service Manager with 12 years experience managing over $60 million annually. Collaborative leader with dedication to engaging team members and promoting a healthy work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic fast-paced settings.
Overview
16
16
years of professional experience
Work History
Order Fulfillment Manager
E.l.f. Cosmetics
12.2023 - Current
- Manage team of 6 direct reports and supervise 2 additional employees in UK
- Lead weekly team meetings to address any action items, issues or items of high importance for the upcoming week
- Oversee the lifecycle of an order and ensure all orders are processed in accordance with the company guidelines
- Manage the allocation of all constrained styles across three brands while proactively monitoring inbounds with the planning team
- Monitor logistics, warehousing, and fulfillment of customer orders allowing for end-to-end execution of the operational details associated with getting product to the customer.
- Work closely with IT team to troubleshoot issues on the operational backend. Correcting and handling fulfillment errors, as well as proactively implementing preventative measures.
- Ensure vendor compliance guidelines are communicated out and followed by all impacted departments
Super User, SAP Integration Project
E.l.f. Cosmetics
05.2024 - Current
- Serve as a key SAP Super User during the company-wide SAP Integration Project, supporting cross-functional deployment and adoption of the new system.
- Successfully tested, validated, and documented over 700+ end-to-end test scenarios across multiple business functions, ensuring system accuracy and readiness prior to go-live.
- Act as the primary liaison between end users and the implementation team, resolving issues, clarifying processes, and ensuring consistent communication throughout the project lifecycle.
- Travel monthly to company co-locations across the U.S. to participate in on-site User Acceptance Testing (UAT), stakeholder feedback sessions, and system validation activities.
- Delivered comprehensive SAP training sessions for staff, including hands-on instruction, job aids, and one-on-one support to improve user adoption and confidence.
- Recognized as the go-to expert for SAP-related queries, providing timely and effective guidance to business users during and post-implementation.
Associate Manager - Domestic Customer Service
Shiseido
09.2016 - 12.2023
- · Managed team of 3 in supporting Account Executives, Sales and Marketing in 15 retailers across 5 different brands
- · Managed life cycle of sales orders from forecast to fulfillment (OTS, EDI, order entry, and booking)
- · Created, maintained and generated seasonal allocation promotions, coordinating with Sales and Marketing as needed
- · Analyzed business needs and strategize cross functionally with supply chain leaders and channel partners
- · Executed nightly order drop to ADC in conjunction with corporate directives and partnering with inventory and planning team
- · Ensured account contractual obligations are met through problem solving and analytical skills
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
Wholesale Support Representative
Michael Kors
09.2011 - 08.2016
- Responsible for entry, edit and maintenance of Customer orders
- · Ensured the system flagging of ad/catalogs and special events, and expedited shipping.
- · Reviewed and communicated Vendor Guidelines to ensure compliance.
- · Provided Sales with EDI confirmations, and error reports if applicable.
- · Worked with credit department on the status and release of credit hold accounts.
Merchandise Assistant
Haband
09.2009 - 09.2011
- · Maintained and analyzed daily inventory control with AS400
- · Purchase order entry and tracking to ensure timely delivery
- · Assisted VP and Buyer with product development and assortment
- Processed all markdowns
- Proofread all catalog layouts before printing
- Owned sample management and coordination for entire shoe department
- Ordered, entered and tracked samples
- Managed coordination of internal samples
- Assisted in creation and maintenance of color cards and sample request forms
- Communicated sample deviations and cancellations to Vendor
Education
Bachelor of Science - Business Administration And Management
Berkeley College
Little Falls, NJ05-2009
Skills
- SAP
- Lean Six Sigma / Yellow Belt
- Seasoned in conflict resolution
- Energetic work attitude
- Customer service-oriented
- Strong time management skills
- Excellent communication skills
- Order Fulfillment
- Seasoned in conflict resolution
Timeline
Super User, SAP Integration Project
E.l.f. Cosmetics
05.2024 - Current
Order Fulfillment Manager
E.l.f. Cosmetics
12.2023 - Current
Associate Manager - Domestic Customer Service
Shiseido
09.2016 - 12.2023
Wholesale Support Representative
Michael Kors
09.2011 - 08.2016
Merchandise Assistant
Haband
09.2009 - 09.2011
Bachelor of Science - Business Administration And Management
Berkeley College
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