SHI Contact Information

Point of Contact/ Escalation

Role/ Responsibility

Response Time

Inside Sales Representatives

Day-to-Day customer service questions, such as order placement, order tracking, quotations, return authorizations, licensing questions, etc.

Within 4 business hours, with at least status on resolution, if not with the final resolution.

Amanda Moler

Account Manager

800-535-5210

Overall management of the relationship between SHI and the customer. Has the authority to take into consideration special circumstances to make exceptions to SHI’s general policies.

Within 4 business hours, with at least status on resolution, if not with the final resolution.

Frank DiIusto

Director of Inside Sales/Director of Quality

800-527-6389

Management of the Inside Sales Representatives. Escalation point for any over-all quality concerns at SHI

Within 8 business hours with either status or resolution.

Al Fitzgerald

Director of Sales

800-527-6389

Management of the Account Executives. Has the authority to approve contract terms and conditions and to make exceptions as deemed appropriate.

Within 8 business hours with either status or resolution

Thai Lee

President/CEO

800-527-6389

Executive authority over all of SHI

Within 8 business hours.