Sheri Borello

Sheri Borello deals with many tough and perplexing situations from internal and external sources. She dives in and does what she can to help tidy them up. She helps expedite products, provides information, and instructs others on how to prevent the same situation from occurring in the future. She does it all with grace, a smile, and speaks with a gentle calmness that is soothing and with reassuring confidence that the issue will be solved.

Below are two examples showing Sheri’s diligence and a reminder of her calm demeanor.

The first example is how she helped with a very complex product delivery caused by a wide combination of factors. The difficulties started when a former salesperson created a kit of regular box-in/box-out components in order to make a down-payment easier on a customer because of their demand for extended Terms. The part number for the kit did not get created properly in the system. The customer took six weeks to make a down payment along with an additional two-week delay when a step slipped through the cracks thus delaying the parts getting ordered even further.

Getting delivery updates on the hardware was difficult and confusing due to the way the components within the kit were organized. The kit was broken into three separate “kits”. Some parts were slated to be delivered after a programmer was scheduled to be onsite, so partial delivery of a kit was requested which caused chaos within the system. Sheri spent several days working with the supplier to expedite the remaining parts, changing shipping methods, and locations so that some of the components would go directly to the customer to avoid further delay.

Sheri specifically:

The second example was also very involved. A key customer has been purchasing a principal manufacturer’s products from Valin for over 20 years. The customer has a direct technical support relationship with the manufacturer. They often would have many conversations directly between the two leaving Valin outside the discussion, but responsible for the logistics

Due to a product discontinuation without a direct replacement, a Valin account manager offered up various solutions to the customer. The customer decided on one of the solution demos that were presented. The customer received the demo but contacted the manufacturer and worked with them directly to return the discontinued product and had it modified behind the scenes to a different product. This meant that the customer’s bill of materials was different than what they had initially received. Furthermore, Valin did not know which of the demo products the customer received and if they would want to keep and purchase. The Wine Country fires in October 2017 further delayed the project making it more difficult to follow.

Sheri constantly tracked the situation with her sales team as to the customer’s decision. She worked diligently with her team and the manufacturer’s personnel to clear up the paperwork. This example started over two years ago and was not resolved until very recently.

While some of this is “expected” of Customer Service Representatives, the demeanor with which Sheri handles these very chaotic situations on a regular basis is appreciated.