Melissa Gordon
Zeeland,MI
Summary
Exceptional Operations Manager focused on successful team building and operational improvements. Determined to create efficiencies without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
26
26
years of professional experience
Work History
Product Manager, Sampling
Steelcase
03.2023 - Current
- Managing surface materials sampling business to provide 'best in class' service that facilitates selection of surface materials, contributing towards increased sales and customer satisfaction
- Strategy, system and process implementation, inventory and supplier management, product launches
- Established KPI's
- Reduced out of stock from 9% -4.6%
- Improved customer experience.
Group Operations Manager, Customers Own Material
Steelcase
03.2020 - 03.2023
- Managed hybrid customer material business through supply chain process creating strategy and initiating projects driven to improve customer experiences and create profitability
- Established lean management process and KPI's for business performance
- Reduced overall processing backlog by 1.5 days along with orders aging more than 10 days
- Established processes for quality, excess fabric, and days in inventory
- Worked closely with marketing to create clarity of program offerings
- Established supplier management meetings to drive performance.
- Managed global team with employees in United States, Mexico, and Malaysia
Order Fulfillment Manager
Steelcase
06.2015 - 03.2020
- Managed service team to support dealers throughout order fulfillment process including escalation and problem resolution
- Led employee teams servicing regions of West, Canada, and GSA regions
- Established business practices and improved GSA invoicing process to reduce Days Sales Outstanding (DSO) from 112 days to 54 days
- Managed global procurement team to purchase and manage 'customers own material' through supply chain process
Project Manager
Steelcase
05.2012 - 06.2015
- Fostered culture of innovation and creativity within project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Led key projects for order fulfillment organization
- Transitioned work for two key accounts from US to Mexico
- Established 'One Team' initiative to unite teams from US and Mexico for approx. 150 employees
- Transitioned order entry work from Germany to Romania
- Led meeting facilitation and other miscellaneous projects.
Order Fulfillment Consultant
Steelcase
06.1998 - 05.2012
- Managed account activity for approx. 15-20 unique and sensitive direct sell customers
- Successfully established unique processes for approximately 10 new direct sell accounts
- Coached and mentored new Order Fulfillment Consultants.
Education
BBA - Service Management
Davenport University
Grand Rapids, MI01.2010
Associate of Business Administration - Business Management
Davenport University
Grand Rapids, MI01.2008
Skills
- Key Performance Indicators and Goal Setting
- Financial Oversight and Budget Administration
- Staff Hiring, Development, Evaluations, and Motivation
- Cross-departmental Alignment
- Project Planning
- Change Management
- Customer Service
- Lean Management System
- Data Analysis, Analytic Tools and Methods
- Continuous Improvement Projects and Corrective Action Implementation
- Supply Chain Performance Management and Solutions
- Order Fulfillment
- Inventory Management and Materials Monitoring
- Process Analysis and Improvement
- Problem-Solving and Decision Making
- Public Speaking
Timeline
Product Manager, Sampling
Steelcase
03.2023 - Current
Group Operations Manager, Customers Own Material
Steelcase
03.2020 - 03.2023
Order Fulfillment Manager
Steelcase
06.2015 - 03.2020
Project Manager
Steelcase
05.2012 - 06.2015
Order Fulfillment Consultant
Steelcase
06.1998 - 05.2012
BBA - Service Management
Davenport University
Associate of Business Administration - Business Management
Davenport University