Kevin McMullan

A British National with International experience, my dedication to customer care, logistics and retail for over 20 years has given me the necessary tools to be a valuable asset to any company. A proactive and disciplined team player confident in all interactions with colleagues and clients. Supported by a managerial background, strong Brand knowledge with a sharp eye and a creative edge has resulted in successfully implementing company strategies, realising business goals and a cooperative friendly working environment.

CS Operations Manager (Global E-Commerce) - G-Star RAW

(2023-02)

Serving as a critical bridge between multiple departments, I oversee complex logistical operations for both global e-commerce fulfilment and Retail stores focusing on ensuring high shipping rates and minimal cancellations to reducecustomer enquiries and operational expenditures.

• Monitoring fulfillment in a timely manner, staying consistent with communicated requirements and timelines, both pre and post-fulfillment.
• Tracking, managing, and reporting on end-to-end (E2E) carrier and logistics processes for ecommerce orders, with a focus on global transparency and an emphasis on customer experience.
• Taking proactive, precautionary, and preventative actions against negative service trends, eliminating root causes.
• Working closely with the internal fulfillment warehousing teams and Retail network to identify and solve omnichannel issues to ensure premium customer service
• Assisting and implementing operations with a long-term solutions mindset, innovating and improving processes.
• Leading and managing Customer Service changes for website, customer documentation and stakeholder alignment initiatives.
• Collaborating with and supporting Customer Service associates, serving as a role model.

Logistics Coordinator Outbound - Sole Technology Europe

(2019-02 - 2023-01)

Initiating and supervising the entire allocation process of B2B and B2C for EMEA. Adapting to evolving customs and country specific demands resulting in maintaining forecasting accuracy of 90%.

• Collaboration with the logistics provider to ensure that cost effective transport is utilised as well as the highest accuracy and efficiency at all times.
• Creating and maintaining VALinstructions with the logistics provider and ensuring customer requirements are fulfilled for packing and delivery.
• Reviewing daily reports from logistics provider and be the main office contact for all outbound shipments for EU and Non EU clients.
• Forecasting weekly targets to assist in cost effective staffing and invoicing targets.
• Preparing invoices and delivery notes related to shipping /customs documents for our customers.

Customer Support Logistics - Gunnebo Group NL

(2018-02 - 2019-01)

Combining my exemplary customer care techniques with complex supply chain processes with this global security solutions company as their support specialist.

• Placement of purchase orders to fulfill specific customer needs.
• Update of information in ERP system related to order management; data, pricing and Incoterms.
• Communicate service expectations and order information to external service providers. (3PL)
• First point of contact point for customer inquiries about spare parts and finish goods identification, product features, dimensions, weight, outbound transport quotation, etc.

Warehouse Assistant - Acne Studios Stockholm

(2016-11 - 2017-11)

One of my favourite premium clothing brands springboarded my interest for supply chain from a grass roots level.

• The preparation and collection of orders for outbound customers and Acne Stores.
• Inbounding of goods from suppliers and sales channels using WMS
• Maintenance of all inventoried stock ensuring high accuracy at all times.
• Assisting in the packaging and marketing of web orders for our E-Tail Team.

Deputy Store Manager - River Island Stockholm

(2016-06 - 2016-09)

Assisting the Store Manager in the opening of a new flagship store in the centre of Stockholm. Supervising project tradesmen and the recruitment and training of 30 members of staff to strict time constraints and health and safety guidelines.

• Assisting the Store Manager to drive sales & maximise profit.
• Ensuring company protocol is completed to a high standard through analysing of reports and updates.
• Control costs & manage loss prevention by driving productivity of my team by effectively managing the payroll, effective scheduling, ensuring my team deter theft through great customer service.

Store Manager - DC Store Amsterdam

(2013-07 - 2016-02)

Leveraging on previous store launch experience, successfully opened a new branch within a franchise network meeting financial and time targets. In cooperation with local council and cross selling brands to bring in new footfall to developing area and bringing profit within 2 years.

• Meeting sales targets on a periodic basis.
• Purchasing of new stock for the different seasons based on buying patterns/trends and customer requests.
• Administration and maintenance of all incoming and outgoing products for old and new seasons including invoicing, product details and requirements for sale.
• Marketing and visual merchandising of all the displays in store in thought of sales patterns in keeping with all brands' identities and practices.
• Producing reports on a weekly, monthly and quarterly basis with the use of presentations.
• The recruitment, scheduling and coaching of all staff members.

Assistant Store Manager - Etnies Store Amsterdam

(2011-06 - 2013-07)

Overseeing the opening of a brand new store for an American skate brand on the most dynamic shopping street in Amsterdam implementing structure and focus to a new team.

• Assisting the Store Manager with operational requirements such as training, coaching and following up actions plans.
• Providing a friendly and efficient customer service on the shop floor to promote brand loyalty.
• Organising and replenishing stock and the upkeep of necessary webshop information.
• Communication with various other brands and different departments within our company.

Stockroom Supervisor - Puma Concept Store Amsterdam

(2006-11 - 2011-06)

Promoted from sales assistant in London's largest store to a more responsible role with this high demand popular sports brand in a new and challenging country.

• The maintenance of all products in the store, including the preservation of items received, stored, and shipped and relevant administration.
• Receipt and send out of all products including deliveries and archiving; to organise, plan and execute in a very fast time frame to assist product flow and sales.
• Minimising shrinkage by tracing history of items to determine reasons for discrepancies between stock levels and performing periodical inventories.

Sales Associate - Fossil Store London

(2005-07 - 2006-11)

My time working for Fossil as a Sales Associate in their flagship store was on a part time and full time basis during my studies.

Customer Support - Carphone Warehouse/Phone House

(2005-02 - 2005-06)

Inbound call centre operator for customer and retail outlets based in the main headquarters of this large telecommunications retailer.

• Researching solutions to difficult customer complaints in an accurate and timely fashion.
• Maintaining effective time management so as to be ready and fully prepared for any customer of Carphone Warehouse and its stores queries.
• Using multiple new computer systems and Intranet/Internet services simultaneously to resolve matters quickly adhering to achieving excellent customer satisfaction.
• Using a vast array of product and procedure knowledge to provide accurate information to customers and colleagues and communicating this effectively.

Customer Service Coordinator - Barclays Bank London

(2004-04 - 2005-01)

Front line customer relations for an established institution in the City of London's financial district.

Sales Assistant - Game Stores London

(1999-11 - 2004-04)

This time with this high-turnover retail shop was on the busiest shopping street in the UK on a part-time and full-time basis.

Diploma - Digital Production and Graphic Design (ADOBE packages) - London College of Communication (2006-07)

A-Levels - Economics and Graphical Communication - Saint Francis Xavier College (2000-06)

GCSE - Sociology - Saint Francis Xavier College (2000-06)

GCSEs - General - Sacred Heart R.C. School (1998-06)