Southeastern Louisiana University

Sr Manager - Vendor Compliance at Home Depot

Kennesaw, Georgia, United States

The Home Depot

Sr Manager - Vendor Compliance

Implemented the dropship chargeback program in Q1 of 2016 for On Time and Fill Rate metrics while overseeing Direct Fulfillment compliance program for inbound shipments to DFC.

Developed and launched dropship operations scorecards bringing performance visibility to all suppliers including: fulfillment, on-time shipping, and customer satisfaction metrics.

Exceeded drop ship performance expectations for 2016 with 97.5% on time performance. This was in addition to a decrease of avg days to ship by 19 BPS and a 30% increase in order volume.

Transitioned drop ship operations team of 35+ associates from Baton Rouge, LA to Kennesaw, GA within budget in 2012.  Spearheaded project plan for move which including hiring, training and development of new team members with zero disruption to the business. Restructured organization of drop ship operations to ensure long term strategy and workload is proven to be scalable for continuous increase in business.

Assisted in promoting 35% of hourly associates within the organization over the past two years.

Worked on various projects with cross functional teams including: Customer Service, Inventory Planning, Merchandising, Digital Content, Reverse Logistics, Onboarding and DFC.

Responsible for performance of all drop ship vendors that make up 50% of <a href="http://homedepot.com">homedepot.com</a> general merchandise volume including fulfillment, returns, replacement parts processing, inventory management and customer satisfaction.

Managed returns program for <a href="http://homedepot.com">homedepot.com</a> general merchandise including financial reconciliation between consumer and store. Oversaw processing of over 1 Million RMA’s annually and ensured vendors were debited properly for goods returned.

Manager - Supplier Performance

Managed performance of 10 associates, developed first manual scorecard for drop ship operations to inform vendors of their performance in key areas.

Constructed reporting and analyzed data to ensure issues were addressed by with vendors to address root cause, develop solutions and driving improvement in areas where needed.

Built supplier profile to hold all drop ship vendor contact information in addition trending performance issues that included get well plan and dates.

Partnered with customer service team in the development of CTC task process and reporting. Managed performance and onboarding efforts of 25-50 drop ship vendors to ensure fulfillment and return processing were within <a href="http://homedepot.com">homedepot.com</a> policies and guidelines.

Developed and streamlined all return processes for <a href="http://homedepot.com">homedepot.com</a> to ensure all customers were credited timely and vendors were debited when needed.

Developed training materials and held conference calls to educate vendors of <a href="http://homedepot.com">homedepot.com</a> policies and guidelines.

Supervisor - Supplier Performance

Hired as first customer service supervisor over order entry team. Developed and communicated performance metrics to ensure all were working proficiently.

Supervised 18+ call center associates and provided performance feedback on a regular basis to ensure team strives for excellent customer service at all times.

Dee Nodhturft