David Morlock Email & Phone Number

Bridgeton, Mo

Responsible for providing superior customer service to our customers with speed and accuracy and to meet/exceed the department’s sales goals.• Manage the customer service, parts representatives and billing teams, supporting over $60.8MM in sales.• Participated in the design and implementation of a team sales incentive designed to increase daily sales and the average order dollar amount.• Established new employee goals to increase the Team’s ability to meet the department goals.• Test optimizations and break/fixes for the Oracle MRP system and E-commerce site, along with the creation/updating of training documentation.• Managing/develop a direct staff of 4 supervisors and 27 employees both in Bridgeton and remotely across the USA and Canada, while maintaining a call response rate of 99%, and an 86% 2-hour resolution rate.

Responsible for measuring performance, creating service standards and managing a team of reps to drive World Class Customer Service and to meet/exceed the department’s sales goals.• Manage the customer service and parts representatives supporting over $41MM in sales.• Participated on the design/implementation team for the Performance Parts E-Store. Add/test optimizations and break/fixes to the site as needed.• Created and documented all training presentations for the Performance Parts E-Store.• Worked with IT and other departments to roll-out a new ACD phone system, including Chat functionality.• Test optimizations and break/fixes for the Oracle MRP system, along with the creation/updating of training documentation.• Managing/develop a staff of 13 parts reps both in Bridgeton and remotely across the USA, while maintaining a call response rate of 99%, and an 86% 2 hour resolution rate.

O'Fallon, Mo

Responsible for direction, planning and coordination of the Billing Resolution Team and it's impact on customer service and the company's revenue.• Manage the timely and accurate resolution of $10.6MM in billing disputes annually.• Monitor, coach and train the performance of 10 billing specialists in two locations, against the departments metrics and goals.• Planned and implemented a new employee recognition program and investigated new procedures to locate customer contract and systematic methods of transferring credit data from spreadsheets to the internal accounting system.• Established and maintained controls, including SOX compliance.

Responsible for the management of the outsourced fulfillment warehouse and customer service department. Also responsible for the company's print on demand sign-making initiative.•Managed POCM fulfillment and logistics including warehousing and freight, accounting for over $80MM in materials and $11MM in freight.•Facilitated outsource fulfillment vendor to enhance efficiency while maintaining high operating standards.•Oversaw the management of the outsourced customer service vendor to ensure strong customer relations in responding to queries, resolving issues and pro-actively contacting customers.•Acted as liaison between the preferred sign-making supplier and the wholesaler family regarding the company's sign-making program logistics, operations and finances. Program supported a $800M budget and was responsible for 28MM impressions in the market per year.•Secured $5.4MM in funding to support the latest sign-making equipment upgrade.

Directed the sales and customer service's resource planning efforts to achieve service goals, process all customer orders and respond to all inquires. Responsible for the department's phone selling efforts to contribute incremental revenue.•Managed multiple call centers for both B2B and B2C business segments, supporting approximately $77MM in yearly sales.•Coordinated the navigational design of the promotional item websites, including the Custom Order site and the National Retail Sales inventory site.•Directed the day to day operations and quality training of the outsourced call center.•Created the department KPI targets and reported against them. Through training and new processes, reduced ASA to 8 seconds or less and reduced abandoned calls to 6% or less.•Supervised and developed department work-force of 45 employees and budget to meet financial goals of $2.1MM.•Headed the company’s P.O.S. sign-making initiative, including web-site design, preferred supplier performance and supervised the equipment vendor negotiations.

Greater St. Louis Area

•Supervised, trained and coached six Buyer II’s.•Developed, sourced and ordered $4.7MM of merchandise for the Brand teams and the A-B Wholesaler family.•Streamlined the special order process. Developed an improved expediting procedure, set-up an outside vendor to modify customer artwork and updated the Special Order Manual.