Faster Delivery = Happy Users
Automated Process = Fewer Errors
Standards = Cost Reduction
Order Visibility = Confidence
Linking Systems = Efficiency
This WOW goes to Aine White, an Order Management Associate in Toronto.
One of our account managers, Kayla Fasken, was dealing with complications with an order and had spent days going back and forth with her customer over calls and emails. To add to the confusion, English was not the customer’s first language and many of the explanations were getting lost in translation.
Taking ownership of the issue at hand, Aine took the time to go through the purchase orders line by line, wrote an extremely comprehensive email detailing the next steps, and then called the customer and explained everything to them... in Spanish!
Our customer was so thrilled and relieved by the exchange. The situation was resolved and both the customer and our sales team could not have been more thankful to Aine for stepping up and providing an exceptional customer experience.