Mark Martinez Email & Phone Number

Oversaw an 8-person team consisting of 4 customer service representatives in charge of processing repairs, credit holds, and backorders, 1 return specialist handling returns and deliveries for brick-and-mortar stores and online customers, and 3 tech support personnel who identified parts needed for repairsEnsured delivery of chairs to customers and brick-and-mortar stores, processed chargebacks, and created bill of ladings on a weekly basis. Weekly reports could include up to 300 chair repair order forms from both individual clients and brick-and- mortar storesIncreased efficiency by reducing repair timelines by 30% after initiating an online intake form on the Cozzia website to streamline the process for customers and dealers to submit repairs. Collaborated with the marketing department during the one-month project timeline to input the form on the websiteForecasted repairs, charge backs, and return authorizations during weekly and quarterly meetings with executive leadership including the President, Chief Financial Officer, and Vice President of SalesProcessed and reviewed credit hold reports 2x per week and contacted customers regarding their open credit holdsMentored customer service reps on a weekly basis through side-by-side and product knowledge training with tech supportCorresponded with both B2B and B2C clients through emails, SMS communications for credit holds, and nation-wide client calls throughout the U.S. and Puerto Rico

Input and processed large-scale bulk orders ranging from $100k - $300k per average order for government agencies, school districts, and larger companiesMaintained customer satisfaction and loyalty by issuing credits against vendors between $10k - $15k per order instead of issuing a full return for a client. Resolved fulfillment issues through credits to customers due to delay in assembly or errors made by vendorSupported a team of five customer service representatives by silent monitoring their calls and encouraging open feedback on ways to improve their callsMobilized the customer service department and increased customer satisfaction through hiring new reps, improving department attendance, and reducing tardiness by 20% through boosting employee morale with gift certificates for multiple high surveysFostered an increase in product knowledge for the customer service team during inbound phone calls by identifying trends and carrier delivery options and inviting vendors to present their products. This initiative helped client surveys increase rankings by 25%

Effectively reduced monthly accounts receivable by 25% through changing open invoice cycles from 90 days to 30 daysIncreased sales by 5% over the course of a year by upselling and cold callingInspected client fire alarms and sprinkler systems 2x a week on average alongside on-site technicians

Revamped the Customer Service department by onboarding new hires and holding 15 customer service reps accountable for processing and completing product fulfillment of 600 daily orders with the use of EDI (Electronic Data Interchange) and Commerce Hub, inbound phone calls, e-mails, company website client intake forms, and other digital means of communicationReduced order entry errors by 25% compared to the same period from the previous year and reduced customer complaints by 15% as a result of streamlining workflow processes to improve efficiencyProactively created daily status reports for each individual customer service rep and vendors, which helped reduce weekly backorders by 25%. Additionally, customer complaints decreased by 35% after establishing a standard operating procedure (SOP) for the customer service team to communicate with B2B large-scale clients individually on their order statusPartnered with the Quality Control team to oversee the quality assurance of direct imports (chairs and desk products) to the warehouse from China and worked to rectify any product defects to ensure client fulfillmentExecuted daily local furniture deliveries via TL (truckload) and LTL (less than truckload) by utilizing vendor routing guides

Upheld Viking’s business culture promoting “Fanatical Customer Service” by using resourceful problem solving to ensure customers received their same-day deliveries. Same-day delivery regions covered from Santa Barbara to San Diego countiesStrengthened partnerships with 40 owner-operators by introducing them to the “Fanatical Customer Service” model and inviting them to the call center to learn more about Viking’s customer service processes. These efforts culminated with a 5% increase in on-time, same-day deliveries over the course of a yearManaged a 5-member staff and oversaw all transportation billing and auditing covering 10 nationwide distribution centers. Carrier accounts included a$10M UPS account budgetMonitored a $50M transportation budget including overseeing billing and claims for national and regional carriers