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Order Processing Department
Status – Drop Ship Orders
1st Tier – Daniel Sanchez
2nd Tier – Sheila Gulden
3rd Tier – Dalila Montalvo
Status – Solar Direct Warehouse Orders
See Warehouse Department
Shipment Tracking
1st Tier – Daniel Sanchez
2nd Tier – Sheila Gulden
Damage Claims – Drop Ship Items
1st Tier – Sheila Gulden
Finance Department
Invoicing - Orders
1st Tier – Daniel Sanchez
2nd Tier – Sheila Gulden
3rd Tier – Dalila Montalvo
A/R Check Payments
1st Tier – Dalila Montalvo
1st Tier – Daniel Sanchez
2nd Tier – Sheila Gulden
A/R Credit Card Processing
1st Tier – Daniel Sanchez
2nd Tier – Sheila Gulden
3rd Tier – Dalila Montalvo
A/R Wire Payments
1st Tier – Dalila Montalvo
A/R Deposits
1st Tier – Dalila Montalvo
2nd Tier – Sheila Gulden
A/R Invoice Inquiries – Non Service
1st Tier – Sheila Gulden
A/R Invoice Inquiries – Service
See Service Department
A/R Aging Management
1st Tier – Dalila Montalvo
2nd Tier – Sheila Gulden
A/R Collections
1st Tier – DGM Financial Group
Liaisons to DGM: Dalila & Sheila
A/R Refunds/Credits
1st Tier – Sheila Gulden
A/P Bill Entry
1st Tier – Dalila Montalvo
2nd Tier – Sheila Gulden
3rd Tier – Kirk Maust
A/P Vendor Payments
1st Tier – Sheila Gulden
2nd Tier – Kirk Maust
3rd Tier – Dalila Montalvo
Warehouse Department
Shipping – Solar Direct Warehouse Orders
Order Status – Solar Direct Warehouse Orders
Missing or received incorrect parts from order – Solar Direct Warehouse
Shipping Quotes – Solar Direct Warehouse Orders
Damage Claims – Solar Direct Warehouse Orders
Merchandise Returns – Solar Direct Warehouse AND Drop Ship Orders
Picking & Packing – Solar Direct Warehouse Orders
Receiving – Solar Direct Warehouse Orders
Pickups – Solar Direct Warehouse Orders
Purchasing – Solar Direct Warehouse Orders AND Stock
Warranty Requests - Vortex Solar Pool Panels
Warranty Requests – Rostra Vernatherm Valves
Warranty Requests – Laing Thermotech Pumps
Warranty Request– All other Products
Note: Warranty Claims are referred back to the Manufacturer
Service & Installation Department
Service Request/Questions/Status
Service Scheduling
Service Invoicing Questions
Installation Questions/Status
Installation Scheduling
Technical Support (SPH & DHW)
Technical Support (PV)
Installers (SPH & DHW)
Installers PV
Installers Misc.
Service (SPH & DHW)
Service (PV)
Utility Interconnect Agreements
State Rebate Forms (SPH, DHW & PV)
Scheduling Final Inspections
Engineering Department
Pre-Sale engineering questions from PSS
Installation or Service questions
Engineering design and plans
Permitting
Sales Department
Sales – DIY Phone & Online
Sales – Installations – SouthWest Florida
Sales – Installations – Florida
Order Discounts
Media Department
Design specifications (Resolutions, DPI, File Formats etc)
Shopping Cart changes (Attributes, spelling, fixes, additions, removals, clearance)
Photography
Printed Materials
Website Creative Direction and Design
Competitive Analysis, Pricing, new product research
IT Department
Desktop and End User Support
Backoffice Problems
Report Generation
Phone system issues
Web, Mail or other high level service issues
Marketing Department
New Marketing Ideas/Opportunities
Email Campaigns
Report Generation
Print Advertising Campaigns
Trade Show Media Production/Promotion
*** Tier 1 is first level of response, if a question or issue can not be resolved or the person is not available within a reasonable published timeframe, then it is escalated up to Tier 2, and then Tier 3.
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