Taylor Manni

After the resignation of an RMA Coordinator in April, Valin was in a position where we could not meet the RMA (Return Material Authorization) needs and requirements of one of our largest semiconductor OEM customers. When asked if she would be willing to fill the position, Taylor Manni stepped up and accepted the challenge. This was despite coming from an administrative position with no RMA experience or experience with the OEM customer’s portal and unique processes.

Chris Navalta became involved, as training was key to making the transition seamless for the customer. He was faced with a 70% workload increase from the year before. This was driven by carryover from the semiconductor sales surge in 2022 coupled with supplier quality problems that emerged during COVID. Despite the immense workload he trained Taylor accurately and efficiently on the RMA process in P21, including ISO-mandated forms and procedures, highlighting his expertise. Chris also used the relationships he had cultivated with supplier contacts to help Taylor get RMAs back on track.

Valin's OEM scorecard improved from eighteen points in September 2022 to 87 in June 2023. Most of the improvement happened from April to May when Taylor assumed the position. Her efforts contributed to a reduction in RMA Days Open from 90 days to 27. The weekly RMA Open Order Report meetings typically lasted an hour but are now less than 10 minutes due to the reduction in open lines. This is due to Taylor's organization, and her knowledge of open items to quickly answer any questions the customer may have.

With Chris' training efforts, knowledge, and guidance, combined with Taylor's attention to detail and organizational skills, the customer's RMAs were back in order within a few weeks. Chris and Taylor exemplify Team Valin in the most fundamental way - team members working together to improve a customer's experience.

The OEM Commodity Business Manager stated that in all her years working with Valin, our scorecard and RMA Days Open has never been in a better position than it is today, “now I can retire because Valin is in the green on the scorecard.”

A Valin Client Service Specialist sent an email with the following message.
 

This dramatic scorecard improvement has made Valin eligible to receive new quoting opportunities from the OEM that were previously blocked due to the low score. While RMAs do not directly affect profit and loss reporting, they affect customer experience. This is a large factor in bringing in new business. Chris and Taylor’s contributions allow Valin to provide the finest customer experience possible. It took a team effort to fill the gaps and get Valin back where it needed to be.