DANIEL SOLANO

Order Maintenance

• Remove out-of-stock items from eCommerce orders
• Communicate directly with customer regarding logistics or accounting related items using Zendesk
• Partner with accounting team to settle associated challenges with refunds processing and credit memos
• Investigate all lost, stolen, damaged shipments and file claims for shipping refunds when appropriate; maintain spreadsheets documenting claims to ensure follow through on the claims and identify trends
• Support customer experience team by investigating logistics challenges with eCommerce orders serving as a direct line of communication with the fulfillment center
• Monitor various order maintenance logs, ensuring orders are flowing and any challenges due to supply chain are identified and addressed swiftly to minimize negative customer experience
• Monitor fulfillment center SLAs with regard to order processing ensuring compliance with agreement; highlighting any concerns with management

Returns Processing

• Support customer experience team with research and processing of returns with off-site logistics and fulfillment center
• Research returns challenges presented by fulfillment team by leveraging information across various tools including prAna’s ERP (enterprise retail platform), NARVAR (consumer facing package tracking), Newgistics(shipping management) and other tools
• Follow up directly with off-site logistics and fulfillment teams to ensure processing of returns are in compliance with SLA

Other Duties

• Track workflow and volumes, providing analytics on SLAs and workforce demands
• Train new customer experience associates on all systems and processes
• Support ITIS with UAT testing/QA to improve existing systems and create new tools for reporting.

• Answered customer and staff phone calls/emails/chats regarding general inquiries about products, policies, inventory, and customer accounts
• Helped customers with placing and managing orders
• Maintained 90% satisfaction rating
• Provided support for other customer experience associates when needed
• Trained new hires during the holiday periods
• Implemented Zendesk customer communication system within the department to improve efficiency and effectiveness
• Implemented Live Chat feature on main website