Tracie Duffy

• Lead and develop the Customer Service team across Professional/Dispenser, Retail and Consumer divisions Australia and New Zealand. • Oversee a customer centric, service-oriented engagement model in line with performance KPIs for Phone Queues and Shared Inboxes. • Proactively identifying opportunities for process improvements resulting in better efficiency and enhanced quality of service across the BRITA business. • Manage 3PL Order and Outbound Fulfilment including escalation of any issues to ensure compliance of SLA/KPIs • Manage last mile Transport through to POD for invoice payment. • Participate in 3PL Relocation and National Freight Transport RFQ’s and associated projects. • Collaborate with BRITA and DHL IT Teams to complete end to end EDI order processing where available. • Work with Sales and Supply Chain teams to ensure stock flow to achieve Sales targets and budgets.

General summary Reporting to the Country Manager, the role of Operations Manager is responsible for managing the S&OP, Forecasting, Demand Planning and 3PL logistics and distribution (Supply Chain) function of the business, as well applying procedures to analyse internal financial information, prepare accurate and timely sales reports and ensure administration process and procedures are maintained. A major responsibility includes managing the Administration/Customer Service support role. The role requires communicating and liaising with all departments of Head office in Grafschaft. The role is very action oriented with the ability to implement process change as required. Duties • Manage S&OP process, initiatives and outcomes • Demand Planning / Inventory Management • Forecasting & Procurement • New Product Development • Budget development and attainment • Sales & Marketing Support / Event Co-ordination • Supply Chain Management – Import/Export, 3PL Warehousing & Transport, Freight negotiations and contract management. • ERP Management / Customer and Item setup, Master Data • Project Management – SAP Implementation, Firewall, EDI • Customer Service & Admin Support – 1 x Direct Report • Office / Facilities Management

Role Profile • Assist Supply Chain Manager to establish operational procedures for department activities, inbound shipments, procurement, handling & disposition of materials & products. • Standardise procedures to improve efficiency of direct reports and department operations. • Maintain computer systems for stock processing and use appropriate technology for all facets of distribution operations. • Produce statistical reports for all distribution functions on a monthly basis. • Ensure forecast, demand planning and purchasing requirements are met. • Administrate all supplier purchase orders. • Ensure timely and accurate receipt of inbound orders. • Monitor department KPI’s to ensure targets are met. • Ensure pledge is met for backorders. • Liaise with staff to ensure that cycle counts are completed in a timely manner. • Liaise with 3PL providers in Thailand, Taiwan and China to ensure accurate stock on hand and cycle counts are completed in line with SLA’s. • Ensure end of month processes are completed in a timely and accurate manner. • Ensure that the department provides a high level of internal and external customer service. • Ensure WHS responsibilities are maintained.

Role Profile • Provide Bid and Tender Support to APAC Sales Team members • Provide Surface Pro warranty support to Insight Customers • Provide Support to Operations Manager by compiling and distributing the following reports • Monthly PO Transaction Summary Report • Weekly Quote to Order Report • Monthly Distributor Revenue Report • Provide Support to General Manager Services – APAC by compiling and distributing P&L Report weekly. • Provide Support to General Manger Sales – APAC by coming and distributing daily Partner reports.

Role Profile 1) Managing relationship and contractual SLA's for National 3PL DC in Sydney - $10Mil stock holdings across 4200 SKU's. (ensuring batch and expiry management, Temperature and Dangerous Goods product quality protocols are followed at all times as well as ensuring Delivery In Full lead-times and other performance SLA’s of 98.5% are achieved) 2) Optimise and Manage Transport network and contracts (inbound to NDC, intra & interstate Integria sites (Warwick, Ballina and Perth), international DC sites (NZ, CAN and UK) as well as all outbound customer orders. 3) Manage International Retail sales markets. Assist Account Managers with Export related information for new markets such as; Key Achievements • Designed and Implemented new packaging and transport model within Sydney NDC with following results within 3 months resulting in reduced damaged intransit claims by 80%, packaging costs by 20% and reduced split deliveries. • Initiated new processes at QLD and NSW Manufacturing Plants and negotiated point to point linehaul transport to the NDC in Sydney achieving reduced lead time to overnight delivery direct to DC, freight cost saving of 35% while also improving operations at plant level. • Investigated and Implemented Limited Quantity Dangerous Goods Exemption Certification resulting in reduced lead times by 1 day, eliminating 50% DG surcharge freight cost and improved operational efficiencies. – No paperwork. No segregation at freight carrier depots.

Reporting directly to the Supply Chain Manager, the scope of the role includes; • To manage Kanban/Component and Finished Goods warehouse daily operations. • To manage manufactured, purchased, sub-assembly and finished goods inventory up to $3.5M. Ensuring processes and structures are in place consistent with LEAN principles. • Manage $600K Annual Freight Budget and conduct annual contract negotiations with domestic and international transport providers. • Manage Lost in Transit and Damaged freight claims both international and national freight. • Liaise and provide support to D&D Distributors, Trade and Retail Customers as required.. • Manage Retail Consignment Stock Warehouses, monthly stock counts, reconciliations and support customer service team. • Develop and implement operations, logistics and inventory processes and work instructions to ensure KPI’s are met. • Co-ordinate with QA Department to enforce 100% compliance, manage non-conforming inventory and customer returns. • Apply and enforce as appropriate the Companies HR & OH&S policies in order to achieve a safe, controlled and well managed team. Key Achievements • Negotiated new domestic transport multi carrier contract, enabling cost savings of 20-30+% annually. Annual Freight costs vs sales currently at 3.9% • Improved export consignment order processing providing a saving of 15% per month. • Improved warehouse processes in regards to inventory placement, replenishment and cycle counting bringing inventory accuracy from 80% up to a constant 99-100% • Improved communication and processes with Production Assembly & Customer Service teams bringing order fill-rate from 75% up to a constant 99-100%. • Project lead implementation of batch management / product traceability for Safety Products. • Implemented new cycle count process to ensure KPI of all A&B class products no less than 5 times a fiscal year with C class items counted once – Yearly Stocktakes no longer required.

Reporting directly to the Chief Operations and Supply Chain Manager, key functions are: • To manage the distribution of medical implants and devices, trauma products as well as Endoscopic devices for Australia and New Zealand. Including the receipt and despatch of freight, returns, inventory levels, accuracy and cycle counts. • Attend S&OP Meetings and provide assistance to the team in the form of statistical reports derived from SAP and logistics updates on key and critical items. Assist Product Managers with the preparation of new products into SAP and the Supply Chain. • Manage Loaner Services and Instrument Sets. • Assist in controlling excess and obsolete or expired inventory, stock rotation and physical stock management including receipt, storage of product, handling, shipping & customer returns. • Ensure operational procedures and processes are up to date and reflect current practices as well as look for improvements in processes. • Set and maintain warehouse KPI’s. • Manage Distribution Budget of $2M and associated expenses. • Provide consultancy on special projects; SAP implementation, QLD ASC relocation and Head Office & Warehouse relocation. • Ensure Quality & OH&S policies and practices are adhered to as well as maintain ISO 9001:2000 requirements. Key Achievements • Successfully managed Distribution Centre through SAP implementation through developing and implementing processes, ensuring that daily receiving, picking and despatch activities were not adversely affected. • Successfully managed change to SAP environment for S&N State and NSW branches, travelling to each to train and implement developed processes. • Successfully implemented morning and afternoon shifts to enable 13-hour operation of distribution centre to better service customers.

Reporting directly to the Chief Supply Chain Officer, key tasks, duties were assigned as required by various areas of the WMS (Exceed 9.0) Project, Supply Chain Division and Distribution Centre as well as perform other duties as required by Direct Group Business/ Operations. Tasks were assigned with agreed timeframes, scope of works, set targets and desired results. Over 150,000 sku’s in inventory. Capable of 150,000 picks a day. Total of155 warehouse staff. Business & Process Roles / Projects • DC Returns Centre - Process Analysis and Improvement Project • Analyse current procedures for returns centre and each business unit, team skills, available tools, unit throughput and environment. Determine WMS Requirements and provide integration strategy and recommendations for management consideration. • MS-Access/SQL Database and Web-based Management Dashboard • Design and create central Database for DC transaction and time for billing statistics for comparison and reporting against Budget Data. • Hamper King 3PL Warehouse Operations Mgr – Dry Product Hampers • Manage on-site daily operations of the Hamper King 3PL Dry Goods Warehouse at CCL, Eastern Creek. Manage team of up to 19 staff ensuring daily pick, pack and despatch targets are achieved in the most cost and time effective manner. Total of over 10,000 hampers despatched within a 5 week window to ensure delivery to customers prior to Christmas. • Cognos 8.1 BI Management Reports and Dashboard • Design and create web-based queries and dashboard reports for warehouse, supply chain, bu iness division and upper management. • Level 2 Warehouse Operations Manager • Responsible for the co-ordination and management of Level 2 Warehouse inventory and operations. Specifically Damart, Fox Collection & Entertainment Masters Business units. Manage a warehouse team of 23 staff ensuring SLA’s are achieved. Implement improvement projects and Departmental KPI and budget management strategies.

To manage Apple Computers Finished Goods 3PL warehouse and business relationship, transportation function for imports, exports and local distribution. This is to be achieved in the most cost effective manner whilst maintaining service levels and ensuring that Apple Australia Comply within the Customs Legislation of Australia and those internationally. Review and re-negotiate supplier and vendor contracts in line with changing business requirements. Manage all losses and damages to ensure that claims are raised as appropriate. Successfully managed or participated in several internal key Projects. Multi-Carrier International Freight Management. - Manage Apple Australia's international freight for all inbound and outbound shipments. Ensure all 3PL SLA’s are adhered to. Manage International and National Damaged and Lost in Transit freight claims. Ensure all customs clearances are executed promptly. Ensure that products are correctly classified for duty purposes and documentation is maintained as required within the Customs Act Legislation Finished Goods Inventory & 3PL Vendor Management. – Responsible for the control of both Consignment and Apple owned warehouse inventory, stock adjustments, warehouse movements & daily cycle count reconciliation and reporting. Ensure all Shipments are received into the warehouse within agreed metrics. Manage all losses and damages. Domestic and Local Distribution Management. - Monitor service levels and resolve delivery issues. OEM & Vendor DOA Returns Management. - Where DOA product falls under manufacturer’s warranty, arrange return and repair at the source. Ensure all DOA products are repaired and sold by tender process. Order Cycle Time Management – Manage Direct, Small Business and Web-based Customer Order quote attainment. Generate and distribute detailed report to Aus Ops Mgr. Attend weekly regional meetings with other APAC Logistics counterparts to review performance and actions required to improve milestone attainment.