Barnsley based REHAU fabricator Euroglaze has just renamed its back office order processing department ‘Customer Services’ in recognition of the fact that it is dedicated to making trade customers love the service that they receive .
The new ‘Customer Services’ team comprises Rosie Micheli, Nicky Park and Janet Walker, with an additional customer service advisor to be appointed soon.
Together, they are responsible for processing customers’ orders of course, but much more importantly, they are tasked with helping customers make the most of all the benefits of buying from Euroglaze.
This includes providing brochures and online marketing support materials, giving expert advice on products in the range, as well as helping customers to access technical information and assistance from Service Engineer Dave Pollard.
Euroglaze’s Managing Director Martin Nettleton explained: “This isn’t just a rebrand – it’s a statement from us of the fact that the team are dedicated to customers. They are the people who customers talk to every day and who understand exactly how Euroglaze can help them to perform even better.
“Crucially, they are also now very much the voice of the customer within Euroglaze because we have systems in place which allow them to share customer feedback across the business.”
As part of the change in emphasis in the department, Business Studies graduate Rosie Micheli is currently undertaking a Leadership and Management course with the support of Euroglaze. She added: “We were always much more than an order processing team and we have great relationships with our customers already. Now that we are centre stage within the business though, we can show customers just how much we value them and how we can effectively help and support them.”
Euroglaze is one of the UK’s leading REHAU trade fabricators and currently produces around 900 frames per week for customers across the UK.