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Customer Care Specialist Lead

Specialist & Consultant

- Manage global member and trade account’s order file, inquiries, contracts, and projects along each stage of the manufacturing process

- Support sales team in all aspects of global and domestic client responsibilities – log inquiries, preliminary sizing/pricing of cryogenic equipment/parts, project management, A/R, and export compliance

- Collaborate with cross-functional departments (Accounting, Operations, Engineering, Shipping, etc.) to meet/exceed deadlines to achieve operational and sales targets

- Main point of contact for all communication between client and manufacturer


Sales Support/Account Specialist

- 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


Sales & Operations Coordinator - East Coast Account Management

- 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


Sales Operations Coordinator - Key Account Management

- 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


Inside Sales Representative; Account Management

- 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”


Customer Service Manager (Warranty/Repairs Department & Returns Department)

Find out detailed information about Christopher Diaz, Customer Care Specialist Lead 

Christopher Diaz: Customer Care Specialist Lead

Christopher Diaz

California State University Fullerton