PLESHETTE ROSE
BLOOMFIELD,NJ
Summary
Innovative certified Supply Chain Professional with a demonstrated to resolve technical issues effectively. Experienced in managing supplier development efforts, ensuring compliance with specifications and acting as liaison with critical suppliers. Program and project engineer gifted in overseeing quality through on-site inspection and management of schedules. Known for working effectively with all levels of management in a cross-multifunction team environment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supply Chain Associate Manager
L'Occitane En Provence
07.2021 - 08.2024
- Develop Collaborative Supply Chain Solutions: Partnered with both external and internal stakeholders to create efficient, scalable supply chain solutions, improving alignment and performance across B2B, wholesale, and spa channels.
- Optimize Fulfillment Processes: Streamlined all aspects of the fulfillment process from initial order placement to final delivery, reducing order-to-delivery time by 15% across key channels (B2B, wholesale, spa).
- Monitor & Communicate KPIs: Regularly tracked, analyzed, and communicated key department KPIs (e.g., order accuracy, on-time delivery rates, inventory turnover) to upper management, achieving a 95%+ on-time delivery rate.
- Improve Service Levels: Redesigned fulfillment workflows and processes, leading to a 20% improvement in order accuracy and a 10% reduction in lead times.
- EDI Chargeback Resolution: Proactively researched and resolved Electronic Data Interchange (EDI) order chargebacks for top retail partners including Amazon, Sephora, Nordstrom, Marines, and Ulta, reducing chargeback occurrences by 25%.
- Warehouse Support & Service Delivery: Collaborated closely with warehouse teams to ensure high service levels, consistently achieving 99% inventory accuracy and 98%+ order fulfillment rate.
- Enhance Supply Chain Efficiency: Led initiatives to streamline supply chain processes, implementing cost-saving measures that resulted in a 12% reduction in operational costs annually.
- Cross-Functional Collaboration: Worked with sales, procurement, and logistics teams to identify bottlenecks and inefficiencies, resulting in a 15% increase in overall operational efficiency. Develop collaborative supply chain solutions with external and internal partners
- Optimizing all aspects of fulfillment process from initial ordering to delivery for B2b, Wholesale and Spa channels
- Monitor & communicate department KPI's and metrics to upper management
- Improve service levels by redesigning, monitoring, analyzing data and implementing changes where needed
- Researching and resolving EDI order chargebacks for brands such as Amz, Sephora, Nordstrom's, Marines, Ulta
- Support warehouse with delivering high service levels
- Improved supply chain efficiency by streamlining processes and implementing cost-saving measures
- Collaborated with cross-functional teams to identify areas of improvement in the supply chain process, leading to increased operational efficiency.
Supply Chain Coordinator
L'Occitane En Provence
02.2016 - 07.2021
- Order Processing for Major Brands: Managed order processing for key accounts including Amazon, US Marines, HBC, Sephora, Nordstrom, QVC, TSC, Ulta, B2B & Wholesale, ensuring accuracy and timely fulfillment of over 1,000+ orders per week.
- Invoice & Manage Customer Claims: Administered customer claims and invoicing, maintaining a 97% claims resolution rate while ensuring accurate processing of credits, adjustments, and refunds.
- Collaboration with Transportation & Shipping Teams: Worked closely with Transportation and Shipping departments to ensure on-time deliveries, consistently achieving 99% on-time delivery rate across all major accounts.
- Email Inquiries Management: Addressed and resolved external and internal email inquiries, maintaining a response time of 24 hours or less and ensuring customer satisfaction with a 98% customer feedback rating.
- Wholesale & B2B Catalog Management in Salesforce: Managed and updated Wholesale and B2B product catalogs in Salesforce, ensuring data accuracy and inventory consistency, resulting in a 15% reduction in order discrepancies.
- EDI Order Submission & Invoicing: Ensured all Electronic Data Interchange (EDI) orders were submitted and invoiced daily, achieving a 99% accuracy rate in EDI order processing and invoicing.
Manager, E-Commerce/Customer Service
L'Occitane En Provence
10.2005 - 02.2016
- Lead Mail Order & Customer Service Operations: Directed customer service operations for L'OCCITANE, Le Couvent des Minimes, and Melvita brands, including managing telephone, email, live chat, and brand returns, processing over 10,000 customer interactions monthly across multiple channels.
- Team Supervision & Service Excellence: Supervised a team of 15+ call center professionals, ensuring the delivery of exceptional customer service while maintaining a 90%+ service level (call response time within 60 seconds).
- Social Media Monitoring & Reputation Management: Actively monitored and addressed customer concerns on social media platforms (Facebook, Twitter, Reseller Ratings), resolving 95% of negative comments within 24 hours to maintain brand reputation.
- Customer Satisfaction Oversight: Managed reseller ratings and Net Promoter Scores (NPS), consistently achieving an NPS score of 85+ and improving reseller ratings by 15% through proactive customer engagement and issue resolution.
Education
Bachelor of Science - Business Administration And Management
University Of Phoenix
Jersey City, NJSkills
- Master Data
- Excel
- Salesforce Applications
- ERP systems (SAP S/4 Hana)
- Performance Metrics Tracking
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational Skills
- Team Collaboration
- Effective Communication
- Adaptability and Flexibility
- Sense of urgency
- Self Motivation
- Analytical Thinking
- Time management abilities
Accomplishments
- Chosen as "Sean Delaney's Prosperity Champion" for exceeding job performance objectives.
- Maintained a consistent, overall handle rate of 97% or better.
- Successfully implemented a one-call resolution program for the US and Canada markets.
- Implemented an Eptica email system for the U.S. division.
Certification
- Chosen as "Sean Delaney's Prosperity Champion" for exceeding job performance objectives.
- Maintained a consistent, overall handle rate of 97% or better.
- Successfully implemented a one-call resolution program for the US and Canada markets.
- Implemented an Eptica email system for the U.S. division.
Timeline
Supply Chain Associate Manager
L'Occitane En Provence
07.2021 - 08.2024
Supply Chain Coordinator
L'Occitane En Provence
02.2016 - 07.2021
Manager, E-Commerce/Customer Service
L'Occitane En Provence
10.2005 - 02.2016
- Chosen as "Sean Delaney's Prosperity Champion" for exceeding job performance objectives.
- Maintained a consistent, overall handle rate of 97% or better.
- Successfully implemented a one-call resolution program for the US and Canada markets.
- Implemented an Eptica email system for the U.S. division.
Bachelor of Science - Business Administration And Management
University Of Phoenix
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