At Caplugs, customer service means more than fulfilling orders. It’s about being there for the customer when they have an issue, identifying the problem and swiftly getting a solution.
For more than two decades, our Senior Account Manager, Denise K., has played a key role in supporting our customer service vision, with experience as a customer service representative, senior customer service representative and account manager during her tenure.
Whether it be lending a hand to her customer service team, handling high-volume sales accounts or assisting with complex quality issues and expedited orders, Denise plays a hand with many of our customer service success stories.
Aside from her customer-facing work, Denise plays an integral role in mentoring customer service representatives (CSRs) and team leads in her territory, to help one day elevate them into account manager roles. Along with her mentorship, Denise works closely with industrial account managers (IAMs) and inside sales representatives (ISRs) to get custom parts quoted and entered.
While Denise is always available to assist with day-to-day customer concerns, her team leaders have been properly trained and do a great job helping CSRs to learn parts and processes. This gives them the knowledge and confidence required to answer common customer questions that come to our web chat including returns, quality and shipment issues, as well as any freight cost concerns.
“They’re trained to handle most concerns that come up through the chat, but we have layers of departments that help when they may need to confirm any information,” Denise added. “If a customer is asking for pricing in the chat, we can send quotes. We can check the status of an order and reach out to production for accurate ship dates. We can help customers place orders through the chat, website, email or phone. We can even help select the right part for a customer with the handy reference guides our customer service team knows inside and out.”
Denise also notes the customer service team’s ability to go beyond the scope of traditional customer service support as something she is most proud of.
"When we promise something to a customer, we make sure we are communicating with them and following through all the way to the end, making sure a hot shipment gets out the door,” said Denise. “As an example, I will often reach out to our shipping department and will check the order throughout the day for tracking info. I constantly set outlook reminders, so I can follow through. We feel the customer appreciates this type of service and it lets them know we care and take pride in what we do.”
As Caplugs continues to grow, our commitment to quality, whether it be in customer service or manufacturing, remains at the core of everything we do. It’s team members like Denise who are focused, experienced and customer-driven who help bring that commitment to life every day.
Thank you, Denise, for your outstanding service to your team and for helping us deliver the Caplugs quality our customers count on.
Our Buffalo, NY manufacturing facility offers a wide range of protective solutions including injection molded, extrusion, vinyl dip and die-cut parts.
With strong relationships between our production and customer service teams, we have the ability to respond quickly to inquiries and any troubleshooting issues, maintaining high product standards from start to finish.
Turn to the partner trusted by thousands of customers for plastic molding and product protection for over 75 years. Call 1.888.CAPLUGS or contact us to get started!