PPB November 2021

PPB Service Superheroes | FEATURE Rhiannon Marquis Account Executive Cap America Fredericktown, Missouri R hiannon (Rhi) Marquis joined supplier Cap America in January 2015 in order entry and was promoted to sales coordinator and then to her current position. In that time, she’s seen and learned a great deal about what customers want and need and in today’s business environment, her skills as a problem-solver have made her even more valued by her clients. “Supply chain problems are a worldwide issue and if you are able to advise your customer on possible issues or delays before they happen, it is always a plus,” she says. “I have used these challenges as an opportunity to educate customers on things like online tools we offer, programs they weren’t using before, and the way things are processed. Knowledge is power and themore you know, the easier it is to do your best.” Marquis has always been drawn to care for others. Before coming to Cap America, she was a certified nursing assistant and a waitress— both roles where compassion and care are essential to delivering a high level of service. At Cap America, these characteristics are an important differentiator. “There simply is nobody better than Rhi,” says Kevin Scharnek, president of distributor 14 West and one of her clients and nominators. “Her communication is incredible, her follow up is reliable and over the top and she is always available when needed. We send hundreds of orders and spec orders to Cap America and she manages every single one of them flawlessly.” Another nominator, Liz Capone, director of customer relations at Cap America andMarquis’ direct supervisor, says, “Rhi is a problem-solver and she’s not afraid to pick up the phone to get answers and solutions (as opposed to solely using email which isn’t always as efficient). She’s well-liked by her peers andworks extremelywell with other departments, making her an evenmore effective customer service rep for her customers.” In Rhi’s Words What inspires you to go above and beyond what customers expect? My inspiration for going above and beyond is pretty simple: happiness. I like to be happy and I like the people I work with to be happy. When I am able to successfully help someone with a project, issue or question, I have achieved making them happy and feel like I have a pretty good purpose. What’s your best advice for others wanting to improve their customer service skills? Be silly; people can hear a smile in your voice. Be honest; when you mess up, learn to take responsibility and do your very best to fix your mistake. Be kind; no matter what happens, at the end of the day, we are all human. What’s an example of the best service you’ve received, why was it impressive and how did it make you feel? The very best customer service I have witnessed would have to be within the company I work for. Our owners and management team went well above and beyond for a customer on an emergency personal project and the customer was so touched. It made me happy to work here and be a part of a company that could make such a difference in someone’s life with just a bit of teamwork. | NOVEMBER 2021 | 31