Michelle Matthews

Operations & Logistics Management

• Lead and develop operations team members, driving accuracy, efficiency, and professional growth.
• Oversee inbound/outbound shipments, aligning container schedules with order timelines to ensure on-time delivery and supply continuity.
• Manage 3PL relationships as primary contact, ensuring compliance, issue resolution, and strong service levels.
• Monitor KPIs, produce performance reports for leadership, and implement process improvements to boost efficiency.
• Control budgets and costs by reviewing 3PL invoices, reconciling inventory monthly, and ensuring financial and stock accuracy.
• Resolve operational issues and customer complaints promptly, safeguarding service quality and minimizing disruptions.

Health, Safety & Facilities Management

• Implement and continuously improve operational processes, ensuring compliance with H&S legislation and best practices.
• Establish robust systems for incident reporting, risk/COSHH assessments, audits, and SOPs, driving a strong safety culture across the business.
• Provide subject-matter guidance on H&S, chair monthly meetings, and lead First Aid & Emergency Evacuation teams.
• Oversee facility management, including building maintenance, equipment, and grounds, while managing outsourced providers (security, waste, Heating, Ventilation, and Air Conditioning, electrical, etc.).
• Manage facilities budgets, monitor costs, and identified savings opportunities, while coordinating refurbishments, relocations, and upgrades.
• Maintain accurate records of inspections, certifications, and permits to ensure operational and regulatory compliance.

Previous Role - Processing Supervisor

• Supervised daily operations of the processing department, ensuring accurate stock handling, timely rework, and alignment with customer requirements.
• Monitored KPIs and operational data, making adjustments to improve performance and drive continuous improvement.
• Managed team rotas, holidays, recruitment, and staff development, fostering accountability and strong service levels.
• Trained and coached staff, promoting a culture of efficiency, compliance, and continuous improvement.
• Collaborated with Quality, Sales, and Warehouse teams to resolve issues and support investigations into errors, complaints, and non-conformances.

Previous Role - Sales Support

• Acted as key contact for customers, managing queries, product samples/photos, and new line/order confirmations with accuracy and timeliness.
• Coordinated customer orders and forecasts, managing the Order Book Tracker and ensuring alignment with supply chain capacity and financial visibility.
• Negotiated pack sizes, advised on product changes, and monitored customer critical paths to support on-time delivery and retail distribution strategies.
• Collaborated with Product Development, QA, Imports, and Operations teams to ensure successful execution of orders and product launches.
• Oversaw sample management and approval processes (Red & Gold Seal), ensuring compliance with specifications and deadlines.

Led logistics operations, overseeing stock, orders, invoicing, and cross-department coordination while improving processes and ensuring timely, high-quality customer service

Managed end-to-end client and logistics operations, ensuring accurate orders, timely shipments, and excellent customer service through proactive coordination and communication.

Directed store operations, leading staff, managing inventory and promotions, and delivering outstanding customer service while maintaining operational excellence.