Christopher Diaz: Customer Care Specialist Lead

- Manage all aspects/stages of the warranty claim process for wholesale and DTC customers through written and verbal communication channels - Utilize various application platforms to provide partner support and identify issues/solutions - Collaborate with cross-functional departments to improve customer and product experience - Create reports to identify and resolve manufacturing related issues associated with production SKU runs - Identify opportunities to drive process improvements and reduce any redundancies - Track and manage customer feedback to improve product development and experience

- Manage all East Coast accounts with regard to sales operations processes/procedures - Support sales team in all aspects of client responsibilities - project management and order file oversight, ad-hoc reporting, and sales support - Collaborate with cross-functional departments to achieve operations and sales targets

- Manage several national key accounts to ensure seamless operational processes, from initial product development to final product delivery - Support account managers in all facets of account responsibilities - order file and project management, data entry, ad-hoc reporting, and sales support - Regular interaction with cross-functional departments to achieve operations/sales goals - Engage in day-to-day communications with account buying teams, regarding business relations and improvement - Identify and minimize all chargebacks from an operational viewpoint

- Managed customer accounts for existing wholesale and distribution partners; including negotiating contract terms and agreements to maximize sales, margins, and brand awareness - Lead point of contact for any and all matters specific to the buyer; coordinate with cross-functional internal/external departments to create and implement strategies contributing increased rapport and revenue - Utilize top tier business development practices in acquiring new customers and expand existing partner product portfolios, across all sales channels (i.e. domestic, international, Ecommerce) - Create planning reports outlining the risks/opportunities of specific SKUs, relating to various brand categories - Coordinate/Collaborate with buyers and merchandisers across multiple sales channels to target trends, to maximize margins and overall sales

- Proactively manage the implementation of communications for key accounts and DTC customers by providing accurate product and service information - Create demand planning reports to reduce “stand still” inventory and optimize specific SKU performance - Resolve product and/or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution - Continuously evaluate and identify opportunities to drive process improvements and reduce any redundancies - Assist Sales Department with retail buyer accounts and individual consumer product purchases - Generate revenue through the Warranty and Repairs Department through customer “up-selling”