Reflective Account

Unit 3 Manage & Evaluate Customer Relations

The customers that our company supplies goods and services to are the petrochemical, bio-pharm, nuclear, pharmaceutical and oil and gas industries. It is important that we provide these customers with excellent quality, value, continuous improvement and respect and to challenge innovation to create new value for the customer. Teesside Fluid Systems was founded and built with these values and has competed with similar companies with great success, the company has grown over the years and we have continually strived for improvements each day and for greater efficiencies in our operations, allowing us to invest more in our people and operations where others have failed.

My role as customer service advisor for this company is to work in a way that helps the organisation meet these values. My first priority is to deal with customers effectively and efficiently and to follow the organisations procedures for dealing with customers, these procedures involve me answering the phone in a prompt and professional manner, respond to faxed and emailed quotations within 2 working hours and copies to be sent to the appropriate sales engineer daily. Daily postal/fax phone orders are processed within 2 hours. The telephone is answered within 3 rings and any orders received before 3pm are sent to the warehouse if all items are ex stock. It is also required that I check the info net at least 5 times per working day for price and delivery updates. I am also responsible for updating Super office (database) with any changes and adding new customer accounts. Other procedures include handling customer complaints and obtaining customer feedback.

It is important to our customers that I familiar with the firms products and part numbers. I have continually applied myself by enrolling on various Swagelok courses