PPB November 2016

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FEATURE | Service Superheroes
DYNAMOThe
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Jenna Smallins
E-Commerce Sales/Customer Support Representative
HALO Branded Solutions
Sterling, Illinois
Tenure at HALO: Nine and a half years
including a role as a customer service rep
Nominated by: Jamon Heller, director of e-commerce, HALO Branded Solutions
WHY SHE’S A SUPERHERO:
Jamon Heller explains that Smallins provides expert assistance to clients inquiring
about HALO products and services, supports the online buyer purchasing process,
facilitates connections between existing clients and their assigned account
executives, and helps the AEs with key supplier relationships. “Jenna does so much
for our existing and prospective clients, staff and account executives—despite having
to serve so many different audiences at one time. Rather than passing a problem off
to someone else because it may not technically be in Jenna’s job description, she’ll
find a solution. If a shopper needs a rush from afar or if a product is out
of stock, Jenna helps the AEs find something comparable. She double checks orders
before sending them through. She helps keep the site up to date by verifying product
details. Additionally, Jenna is always thinking of ways to improve the site whether it
is by simplifying contact forms or adding new content online to resolve a frequently
asked question. She strives to enhance the online experience with a
personal touch.”
HOW JENNA SAVED THE DAY:
“Recently, a product on incorrectly stated laser engraving as the included
decoration option instead of etched ink silkscreen. When a customer placed a rush
order expecting laser engraving, Jenna noticed the error, immediately communicated
with the client and looked for comparable products that could be engraved. She
proposed an alternate item and found a supplier located near the client. This helped
save on freight and offset the cost of the rush shipping and upgraded product. Jenna
went above and beyond to make sure that the client was completely happy with their
order and not forced to settle for something they didn’t want.”
Best Part Of The Job:
“I enjoy speaking with clients over the
phone to solve their problems.”
Biggest Challenges:
“The biggest challenges to my job
are making sure rush orders are
produced and delivered on time.”
Most Valuable Customer
Service Lesson Learned:
“The customer is always right even though
they may be wrong at times. I learned it
the hard way by once pointing out to a
client that she didn’t approve the proof in a
timely fashion which delayed the shipment
of her order. Instead, I should have found
a way to make up for the delay.”
No. 1 Tip For Great Customer Service:
“Treat all customers with respect
and they will respect you.”
The Superhero Power I Wish I Had:
“I wish I could y like Superwoman. I would use
my power to y to the vendor’s warehouse to pick
up orders and deliver to the client on time.”
Best Personal Customer
Service Experience:
“The best service that I recall was lunch at
Olive Garden in the Quad Cities a few years
ago. When the waitress put my plate on the
table, she noticed that my food was almost
burnt. She told me she would be right back.
When she returned, she brought the restaurant
manager who said that the quality wasn’t
acceptable and my lunch was on the house.”
ONE ON ONE WITH
JENNA SMALLINS
2016
30 | NOVEMBER 2016 |