Outdoor

Avid mountain biker and deep sea fisherman.

CS MANAGER WITH EXTENSIVE BACKGROUND IN CUSTOMER SERVICE MANAGEMENT.

Managed Walmart Canada and Walmart.com accounts utilizing Retail Link to submit quotes, receive PO's, revisions, etc. Responsible for setting up initial E-Commerce for Walmart.com including photos, descriptions, and spec information. Submitted CAD's and product samples to buyers and communicated with overseas agents for product revisions prior to production.

ACCOUNT REP.

Managed a team of five consisting of two Customer Service Reps, two Key Account Reps, and one supervisor. Ensured PO's were received and processed daily via E-mail and Electronic fax by assigned Rep. Maintained consistent communication between sales, lab, QC, and shipping departments to ensure quality customer service and KPI's were followed. Revised department policies and procedures including the enhancement of the customer service manual and assigning specific accounts to each CSR.

Customer Service Manager

Managed a team of 15 Customer Service Reps with an assigned national territory group of accounts, The Sports Authority (TSA), Walmart, Target, K-Mart, Big Five, etc, and corresponding sales reps. Worked closely with the sales reps and retailers to ensure order accuracy, product availability, and expected delivery time. 

Responsible for the daily processing of orders received via Fax, Phone, EDI, B2B, E-Commerce, and E-mail for corresponding CSR's and Key Account Reps. 
Developed and trained a strong, cohesive, Customer Service Team with ongoing training, support, and individual incentives for sporting goods company with over $800m in annual sales.
Ensured the designated ACD phone schedule was followed and adhered to on a daily basis. Also monitored ACD screen reviewing calls waiting in que, total talk time, total calls waiting, etc.
Processed weekly open order reports, daily sales reports, and ACD statistical reports to ensure objectives and metric goals were being met on a regular basis using Shortel system.
Managed the weekly processing of projection orders to ensure product quantities and dates were being entered, edited, and removed as needed while adhering to designated KPI's..
Reviewed and approved all credits, defective returns, FOC order, trouble shooting, and damage control issues.

Responsible for input of various purchase orders including our high profile accounts via fax, mail, telephone, and EDI.  Provided our national accounts with shipping information, pricing information, and stock availability on various orders.  Research shipments, provide POD information, and assist sales reps and rep groups, run daily sales reports and shipment reports, etc.

Sr. Customer Service Rep

Brokerage Clerk

Find out detailed information about Robert M. Hernandez,  in Mission Hills, CA

Robert M. Hernandez: in Mission Hills, CA

Robert M. Hernandez

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