William Kendall

Order Management

• Reduced order cancellation rate by 15% by monitoring the flow of all orders end-to-end. Capture exceptions between D365, 3PL, and customer.
• Maintain excel templates that facilitate import/export between D365 and 3PL including item master, order shipments, and product receipts.
• Review retail allocations for discrepancies before submitting to 3PL.
• Identify open orders past SLA and work with 3PL to resolve leading to the reduction from three to two days average fulfillment.
• Run reports daily to track order fulfillment and performance to business targets.
• Promptly update D365 order lines to reflect shortages and cancellations from 3PL.
• Maintain customer master for both ECOM and Wholesale. Continuously monitor routing guides to maintain operational compliance.

Inventory Control

• Identify variances between on-hand inventory in D365 and 3PL and work to resolve systematically.
• Ensure inbound and outbound transactions are aligned between D365 and the 3PLs.
• Create and maintain exception reporting to help monitor variances.

SLAs and SOPs

• Review and update service level agreements between CM and 3PLs for shipping, receiving, and returns.
• Create Standard Operating Procedures for order management in D365.
• Develop and present training for employees and external stakeholders.
• Work with ITK to identify opportunities to automate processes. Validate through testing with unique scenarios.
• Maintain SharePoint Folders, which allow cross-functional team members to access and update.

Reporting

• Create and update business dashboard, which tracks performance of global operations.
• Work with Planning and Production to create a monthly inbound and outbound forecast for the 3PLs.
• Work with IT to update reports in PowerBI to accurately track inventory, shipping, and receiving by warehouse.

Other

• Actively strategize ways to improve efficiency within current processes.
• Identify and propose new 3PLs and carrier partners that would promote business growth and reduce costs.
• Work with Sales and Finance to track customer chargebacks and identify opportunities for exceptions/reductions.

• Created and applied new business analytics and reporting tools across multiple wholesale and DTC channels, which was a baseline for executive-level reporting.
• Led weekly executive-level meetings to review global order-flow for all wholesale and DTC channels.
• Led daily meetings with 3PLs to review order status and KPI performance.
• Optimized operational processes by developing company-wide analytics tools, which was instrumental in exceeding yearly shipping budget by $1.7M Gross.
• Managed consolidation of 3 domestic 3PLs in two months through inventory transfers, order maintenance, and implementation of new SOPs.
• Onboarded 2 DSCO accounts and work with 3PLs daily to beat SLA expectations.
• Partner with planning and production to share weekly outbound forecasts for four 3PLs with breakdown by channel
• Created and managed inbound prioritization process at sku level for all domestic 3PLs.
• Transitioned from managing domestic wholesale to global wholesale and DTC channels, through which improved SLA performance by 25%.
• Assisted company executives during decision-making process by compiling daily reports to suggest corrective action including pending cancel, past cancel, late supply, and unmet demand.
• Liaised with wholesale customers, planning and sales team to better understand customer needs and recommended appropriate solutions including VAS.
• Continually maintained customer master through pulling and reviewing latest vendor requirements from all accounts. Worked with accounts and 3PLs to reduce chargebacks through exceptions and VAS updates.
• Oversaw and managed 3-person CS team to drive performance and account growth through EDI reconciliation, pick ticket release, order entry, and maintenance.

• Managed customer service for two brands including Links of London and Folli Follie.
• Oversaw team of two advisers assisting both retail and e-commerce customers.
• Was instrumental in increasing sales by 21% by expanding customer service hours from 5 to 7 days a week.
• Reduced average resolution period by 26% through implementation of service level agreements with both internal and external partners.
• Created and maintained Standard Operating Procedure Manual for Customer Service.
• Worked with production and merchandising to update warranties for jewelry, watches, and handbags.
• Created and maintained reports to track sales, returns, and repairs, and quality control.

• Managed four representatives to support women's and men's sales teams.
• Managed inbound customer inquiries via phone and email.
• Lead team on testing, training, and implementation for new order-allocation environment(DOM).
• Created and implemented protocol standards to define responsibilities for sales, customer service, and operations.
• Partnered with production and factory to repair/replace defective merchandise.
• Created and maintained customer database for all complaints, repairs, and resolutions Worked with sales and accounts to create new account/store profiles.
• Managed vendor guide database to ensure account master profiles are up-to-date.
• Entered, edited and maintained major and specialty store orders.