Since Tracey Yorke has been leading the customer service teams in Ruabon and Southampton, customer satisfaction has improved significantly. This is evident not only in the improved delivery reliability, in which Tracey has played a major role by optimising processes and working closely with production control, but also in the reliable, timely and solutions-oriented communication with our customers. Positive feedback from several customers is proof of this.
But Tracey does not stop there. She supported the transfer of products from SOU to RUA, both in customer communication and in optimising internal logistics processes. She is instrumental in the upgrade of the ERP system IFS, where she also looks at processes, standardises them and optimises them in favour of customer service. She masters the high workload with confidence and optimism and is therefore a valued colleague and team leader.
Dita and Pavel have made considerable efforts to deliver a significant improvement in our delivery performance for a key customer; Eagle Burgmann.
Since the beginning of 2019 their combined efforts have resulted in an improvement from 24% to 96% On Time Delivery (OTD). This performance is measured and reported on a weekly basis and is also shared and discussed with the customer. To achieve this incredible turnaround, Dita and Paul have worked closely together on tasks including overviewing stock parts sent to the customer on a weekly basis, reviewing and analysing any delivery delays, completing a weekly customer call to discuss open topics and share priorities and regular consultation with their internal colleagues in Production regarding any open orders. By placing the customer at the heart of their actions and working together, the team have achieved a great result which gives value to our Company and to the customer.