Jim Hatch Email and Phone Number

Managed entire global RMA administration process including quoting, logistics and invoicing. Issued quotes for spares RFQ’s with regular follow-ups to generate orders and additional revenue. Provided support for new systems orders. Worked with all other departments within the company to resolve customer issues. Authored and amended internal process/ERP instructions. Periodically reviewed global representatives' websites for proper exposure of Klein's products.

Managed key Wholesale, US Dealer and Latin American Dealer order books. Developed internal processes related to complicated LAR accounts and individual orders. Participated in training of new remote staff. Worked with multiple other internal departments (including Accounting, 3PL/Logistics, Sales, Tech Support) to resolve customer issues and provide total satisfaction. Assisted with onboarding new accounts by creating contacts in CRM and sending login links to Dealer Portal.

Managed entire order book for all non-US accounts within the AMER region: Canada, Mexico, Central America, South America and Caribbean. Developed customer relationships to understand local markets and logistical requirements. Provided pro-forma and commercial invoices when needed. Assisted Accounting to resolve any payment issues. Participated in weekly Production meetings to ensure ROW (Rest of World) sku visibility. Became department SME for Microsoft Dynamics CRM and other internal programs.

Was Lead Wholesale CSR managing order activities for key Warehouse Distributor accounts with annual sales ranging from $250,000 to $10 million. Managed Latin American Region order book and became SME on logistical requirements. Created departmental training program and implemented for eight new CSR hires. Hosted weekly order review with key Distributor to identify customer shortages, demands and opportunities.

Managed daily order activities for five direct subsidiaries and five independent representatives located throughout Asia and the Pacific Rim. Achieved export compliance through use of BIS export licenses. Developed a recording system for "bulk" export licenses, replacing a non-Y2K compliant program. Authored and amended ISO9001 procedures.

Managed order book for key eastern US accounts. Managed several product-stocking programs and implemented over 30 customer price contracts. Coordinated order activities for five strategic office locations within the US. Improved internal processes by authoring and amending ISO9001 procedures. Initiated development of order scheduling database which replaced a paper and fax process, acting as lead project representative of a nationwide 14 person Customer Service group.

Managed daily order activities of Western Region OEM’s and distributors. Provided product recommendations and price quotations for inbound inquiries. Proactively followed up on price quotes to solicit additional sales. Developed relationships with key accounts and suggested regular order placement. Assigned House Account territory resulting in a 22% increase in sales over an eleven month period.