Dave Sanchez

January 2015

Inside Key Account Representative
San Jose, CA
Customer Pillar – Going above and beyond to assist customers

Dave Sanchez works with one of Valin’s largest customers. He takes great pride in how he manages the account after taking years to perfect. Valin signed for a scheduled shipment of 4 pallets, but after counting parts and checking packing slips Dave realized a complete pallet of parts was missing. He contacted the supplier and confirmed that indeed 8 crates were not delivered based on the paperwork they provided him to review. Dave contacted the delivery company who denied having the extra pallet and was told “…you signed for 4 pallets.” Dave knew that pleading with the trucking company was not going to help the customer get the parts they needed.

Dave decided to investigate further by speaking with everyone in the San Jose warehouse that was working on the day of the shipment in question. Multiple employees confirmed what Dave knew, which was that only 3 pallets were actually received. It seemed logical to Dave that a missing pallet would be noticeable over small boxes so he sought the help of the IT department. He asked to view the receiving floor surveillance video. Dave was disappointed after reviewing footage of the floor when none of the cameras were angled towards the receiving dock, but one camera faced the loading dock. Narrowing the footage to the day and time of the delivery they finally found video that showed the delivery truck pull in, back up, and unload only 3 pallets and then leave. It was apparent that both Valin and the trucking company were at fault.

Dave contacted the trucking company again now that he possessed proof that only 3 pallets were delivered. He was told by the same uncooperative representative that the 4th pallet had not been located. Dave asked to speak with the manager and explained that surveillance video was found showing his company delivering only 3 pallets and that the missing pallet was extremely valuable. Within a few hours the pallet was located somewhere in Salinas. Someone within the trucking company forgot to put a transfer sticker on the pallet, so it was left behind. Due to Dave’s creative problem solving skills the pallet of custom irreplaceable parts worth a little over $57,000 were finally delivered. Dave showed his dedication to the customer and determination to get it right.