Bilzon Cruz

Support warehouse and office operations at turf distribution company, reporting directly to Vice President.

Managed B2B sales follow-up, new business outreach, client relationships, and customer communication to enhance customer satisfaction.

Prepare quotes, pricing sheets, invoices, and customer orders while educating customers on turf, silica, and related accessories for project needs.

Guide new customers through product selection, recommend quantities, and support project planning.

Coordinated with freights carriers to schedule shipments, arrange deliveries, obtain freight rates, and oversee logistics for Houston and nationwide freight.

Process bank deposits, manage cash transactions, and coordinate customer orders across nationwide accounts.

• Assist with deposits, checks, collections, overdue accounts, invoicing, and payment processing while serving as primary contact for the Houston office.
• Trained staff across sales, customer service, and logistics to strengthen team capabilities and operational efficiency. in sales, customer service, accounting, warehouse operations, logistics, and administrative tasks.

• I Manage a caseload of 150+ active cases, ensuring timely follow-ups and consistent communication with customers and dealerships.
• Handled 50+ daily touchpoints via phone calls, voicemails, emails, and system updates to effectively resolve inquiries and advance case progress.
• Collaborated with internal teams, including service operations, legal, and leadership, to resolve complex, high-priority cases (Group 1) such as thermal events and legal issues; prepared necessary documentation for sensitive cases.
• Managed Group 2 cases, utilizing problem-solving and customer service skills to de-escalate situations and enhance customer satisfaction.
• Initiated new case files to systematically address customer issues., track ongoing issues, and maintain accurate records for escalated matters.
• Provided daily case status reports to supervisors, highlighting key updates and escalations. Reviewed each case thoroughly before closure and communicated with Tech Support or the Dealer.
• Supported dealer partners with inquiries on warranty coverage, control numbers, payments, and rate clarifications, assigning them appropriate cases and tasks within the system.

• Oversee floor operations, supporting staff in various positions to ensure smooth workflow and a collaborative team environment. Create and deliver presentations, promote service excellence, and a positive dining experience for guests. Verify and adjust timecards, resolving any discrepancies to ensure accurate payroll twice a month. Handle large amounts of cash, perform weekends closeouts, and reconcile all incoming funds at the end of shift.
• Deliver high quality customer service by addressing customer complaints and resolving dissatisfaction related to food or service in a professional manner.
• Coordinated staff schedules, addressed employee inquiries, and facilitated open communication with management and the restaurant owner to support operational efficiency.
• Monitored punctuality and enforced dress code standards to uphold professionalism.
• Maintained valid bar license to ensure compliance with regulations., Tobacco License, and Food Quality Certification.

• Delivered remote technical support to authorized dealers and technicians, troubleshooting electrical and solar installation issues using established diagnostic procedures. Assisted with AC/DC voltage testing, electrical diagnostics, code compliance, system errors, and on-site troubleshooting and repairs. Managed high-volume inbound calls, emails, and live chats while maintaining accurate case documentation and effectively multitasking in a fast-paced environment. Handled sensitive, escalated, and thermal-event cases, working directly with engineers and technical teams to investigate issues and coordinate resolutions. Monitored and diagnosed Generac PWRcell solar systems using PwrFleet and PwrTools, analyzing voltage readings, error codes, production data, and system performance. Processed warranty claims and supporting documentation, determined warranty coverage, authorized repairs and parts dispatch, and trained dealer technicians on warranty systems and electronic claim submissions. Provided support to domestic and international customers and translated technical documents and communications from English to Spanish and Spanish to English. Proficient in Salesforce, SAP GenService, Jira, Superset, Genesys, Slack, PwrFleet, PwrTools, and CRM systems.
• Supported Generac power equipment customers with technical troubleshooting and service guidance.
• Diagnosed generator issues using product manuals, schematics, and diagnostic procedures.
• Recorded service cases in CRM systems for efficient tracking and follow-up. in CRM systems and tracked customer support requests.

Assemble generators from start to finish, including final boxing and packaging. Serve as a floater on the production line, assisting in various stations as needed and supporting team efficiency. Learn and work with all major components of HSB units, power washers, and portable generators. Operate on the paint line, ensuring accurate color matching and quality finishes.Identify production issues and contribute to implementing corrective actions and continuous improvement efforts. Interpret basic visual diagrams and perform standard mechanical assembly tasks with precision. Adhere strictly to all safety procedures and PPE (Personal Protective Equipment) requirements. Demonstrate strong teamwork and flexibility in a fast paced manufacturing environment.

• Coordinated vessel schedules with carriers such as CMA, COSCO, ONE Line, Hyundai, OOCL, and others, while checking pricing and tracking upcoming invoices for truck carriers; processed payments, saved data in SAP and Galaxy, prepared USDA, FDA, and Homeland Security inspection paperwork for inbound and outbound shipments at ports and inspection points, and maintained accounts across Manila, China, Shanghai, Spain, Europe, and other regions.

• Supported the Logistics Manager and Accounting Supervisor on various projects to enhance workflow efficiency.

Monitor upcoming invoices and process payments for truck carriers. Processing payments and saving all data on software using SAP/ Galaxy. Prepare and file USDA/FAD Homeland Security inspection paperwork for inbound and outbound shipments at ports and inspection points. Manage and maintain accounts across international regions, including Manila, China, Shanghai, Spain, Europe, and other continents.

Liaised with carriers, including Hyundai and OOCL, to secure competitive pricing information for freight operations.

• Executed online bookings and processed freight and sales documents to ensure accurate record-keeping.

• Managed filing, record recovery, phone support, email correspondence, photocopying, and other administrative duties.

Entered basic data in Excel and Navision according to project requirements.