PPB December 2019

helped our customer experience, but we are also developing internal SOPs to help navigate through forecasting to better serve our customers,” says Mangold. How Erin Sees It Best Part Of The Job: I most enjoy working with all my fellow co- workers to solve customer issues. Meeting critical deadlines and solving complex problems really gets me excited to do it all again the next day. Biggest Challenge: The things that I really enjoy about my job are also the parts that challenge me the most, which is also why I love it and come in every day to do it all again. Her Inspiration To Go Above And Beyond: When a customer says that I saved the day or made them look like a hero with their customer, it inspires me to keep doing what I am doing. I love working magic and doing what seems impossible. No. 1 Tip For Enhanced Customer Service: Be yourself and put yourself in their shoes. That sort of genuine care and concern creates superb customer service. Best Personal Customer Service Experience: I was recently at a local furniture store looking for a new couch and the salesperson I worked with was amazing. I explained what I was looking for and she showed me several examples. While I sat on each one to try it out, she explained the differences between them, along with the costs and even how they were made. I couldn’t make a decision so she gave me her business card along with the phone number at each store where she was going to be over the next week so I could call her if I had any other questions and when I was ready to make a purchase. She even provided me with detailed spec sheets on my top two choices so I could measure at home and be sure they would fit well in the space. She clearly cared about me getting just the right couch. I will buy all my future furniture from this store. KAELYN HUNTER Client Services Coordinator INM Marketing Group Years At This Company: 3 B efore joining INMMarketing Group three years ago, Kaelyn Hunter built her career in customer service and programmanagement largely in the semiconductor industry. Maybe that’s how she developed the analytical side of her brain that helps her stand out in a world of creative types. “Kaelyn’s a superhero because she takes the time to think through every situation,” says LeighAnne Allen, director, key accounts, and one of five nominators. “She’s like your computer’s firewall—she analyzes everything but only lets the good things through.” And while Hunter’s job is in client services, she doesn’t stop there. “Kaelyn is not on the sales team, but don’t tell her that,” Allen adds. “While she’s not actively hunting for new business, she’s invested in the success and growth of this company.” Another nominator, President Zac Fowler, says, “I hear from clients (and vendors) literally every week about how amazing she is to deal with. They trust her approach, appreciate her respect towards them and know that she is going to move mountains to make them happy. She is, without a doubt, the best client services person we have ever had. Now I need to figure out how to clone her.” How Kaelyn Sees It Best Part Of The Job: First and foremost, it’s 100 percent the people that I work with. This group at INM is truly a special group of people and I couldn’t do what I do without them. I love engaging with our clients and watching their vision of growing their brand come to life through product. It’s so fun to hear our team brainstorm these great ideas and then help it become a reality through production. Biggest Challenge: The quick turnaround and constant flow of new projects for our clients is most challenging but it offers me an opportunity to continue to grow. Her Inspiration To Go Above And Beyond: I genuinely love helping people. I want to find solutions to each customer’s needs which means taking the time to understand them. No. 1 Tip For Enhanced Customer Service: Remember that there is a real person on the other end of the phone or email. Your clients are trying to get something accomplished and it’s your goal to help them shine. And your vendors are working hard for you. Treat everyone with respect and work towards the goal at hand. FEATURE | Service Superheroes 66 | DECEMBER 2019 |