Dave Sanchez

Dave Sanchez is the Customer Service Supervisor for Fluid Handling based in the Chandler, AZ office. He recognized that failed credit card orders and unreceived inventory were stacking up in the warehouse. He took the initiative and set out to research how he could help.

Dave noticed a growing backlog of unshipped products in the Chandler warehouse primarily due to failed credit card orders placed through Valin Online. Dave took the lead and began working through the existing backlog. He reached out to customers with open orders to obtain the needed information and the orders shipped. Before Dave’s involvement, warehouse personnel would look up and reach out to the taker for each failed order. Many times, only one email was sent with no follow up leaving many orders to sit on the shelf unshipped. Dave saw an opportunity to better the process for the warehouse and directed them to send one email to the Chandler customer service group email that he monitors. Dave now handles the necessary delegation and follow-up for those orders. Because of Dave's initiative, the simple change has saved the warehouse time and the customer receives their order because it has ensured visibility by the entire customer service team and there is someone to follow through. This saves Valin money from sitting on unpaid orders and the warehouse can focus on shipping and receiving responsibilities.

Dave also noticed a large trolley in the warehouse holding approximately 200 unreceived products. He has made it a personal goal to empty the trolley and put the products into inventory. He first investigates why the products have not been received into inventory. The next step is to determine if the product should be returned to the vendor or be added to inventory. He schedules meetings with the appropriate buyers to determine product status and why the product is not on the shelf. Due to Dave’s efforts, many of the unreceived products on the trolley were returned to inventory and are now available for Valin customers to purchase. This is an ongoing project but is saving warehouse personnel from having to work through the backlog. It also provides Valin the benefit of having more inventory on hand for customers.

These are just two examples of how Dave recognizes a need and is willing to assist. He leads by example and is no stranger to the difficulties of customer service. Instead of feeling helpless and overwhelmed with items that are out of Valin’s control he maintains a positive attitude and focuses on what can be done which is communicating effectively and providing the best experience for Valin's customers. He is a shining example for many in the Chandler office because of his commitment to Valin.