Timothy Fehr

Vice President Operations at Happy Returns

Santa Monica, CA

1

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About

Results oriented and intellectually curious leader with a track record of organizational transformations and efficiency improvements. Experienced team leader and cross functional communicator, possessing a strong record of delivering bottom line profitably and developing future leaders.

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Mothership
Flock Freight
UPS & FedEx Analytics
FedEx Ship Manager
Deputy
convoy
Gusto Payroll
Flowspace
LOOP
optoro
returnly
Rebound Returns
Work experience
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Jan 2021 - Present

Happy

Vice President Operations

I manage our return bar operations, hub operations, and logistics

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Mar 2019 - Jan 2021

Happy Returns

Director Of Operations

I was responsible for our hubs and logistics

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Jun 2018 - Mar 2019

Happy Returns

Senior Manager of Operations for Logistics

Happy Returns is transforming e-commerce by solving the #1 pain point of online shopping: returns. We do this by providing the method of returns that customers overwhelmingly prefer – in person returns – through a network of physical Return Bars staffed by friendly, highly-trained Returnistas located in premier shopping centers, corporate and college campuses and other convenient spots. With Happy Returns, shoppers get a return method that is easy, friendly, free, involves no packing or shipping, and provides an immediate refund. Retailers using Happy Returns save money through aggregation and enjoy increased conversions and customer loyalty and satisfaction. Join the Happy Returns team as we make returns beautiful and usher in the next generation of happy shopping.

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Jan 2017 - Jan 2018

McMaster-Carr

Senior Manager, National Customer Service Strategy and Operations

• Consolidated 15 customer service groups in 5 branches into companywide departments, resulting in 15% reduction in staff and improving response times to customers by 20% • Led the company’s efforts to respond to thousands of daily contacts with an operation of hundreds of employees • Modernized daily forecasting, modeling, and operational planning, allowing capacity sharing across branches for the first time in company history

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Mar 2016 - Dec 2016

McMaster-Carr

Senior Manager, Customer Delivery Programs

• Oversaw the west coast delivery network, managing relationships with 5 local and national carriers and ensuring timely delivery of same and next day packages • Directed a team of 3 internal consultants to investigate unmet customer delivery needs through 50 customer visits, resulting in the company adopting new delivery standard for all next day shipments

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Aug 2014 - Mar 2016

McMaster-Carr

Senior Manager, Specialized Customer Support

• Restructured departments and implemented key process improvements, resulting in a 50% decrease in staff while increasing responsiveness to customer inquiries by 30 minutes; • Promoted from 25 peers to oversee 80 product and delivery experts, 5 supervisors, and 2 senior operations managers responsible for responding to our most complicated customer requests

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Dec 2011 - Aug 2014

McMaster-Carr

Inventory Accuracy and Stockkeeping Manager

• Managed 2 supervisors and 17 employees responsible for daily putaways and inventory accuracy • Created and implemented new company-wide approach to inventory counting, resulting in 5 FTE savings with no impact on financial accuracy of inventory • Promoted from supervisor in 4 months

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2009 - Jun 2011

Teach for America

Corps Member

Served as member of highly selective national service corps of recent college graduates of all academic majors who commit two years to teach in under-resourced public schools and become lifelong leaders in a wide range of careers

Education

2005 - 2009

B.A., International Relations

2009 - 2011

M.A., Urban Education

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