At Euramax Solutions, providing quality products goes hand in hand with delivering outstanding service, which is why the uPVC manufacturer has invested in a skilled and forward thinking Head of Customer Service.
Nicola Miller joined the Barnsley-based company just six weeks before the UK was plunged into a national lockdown, but having worked in customer services since the age of 17, she managed to face the challenge head on.
Along with a Customer Services Manager, Nicola runs Euramax Solutions’ customer service team and is in charge of order inputting and handling customer queries.
Working closely with the production team, she is also in charge of managing the company’s accounts with modular building manufacturers Portakabin and Ilke Homes, ensuring processes run smoothly and expectations are met.
Nicola has also played a major role in implementing OmPrompt, an order automation tool that digitises and controls the flow of order management information from the company’s customers, third party providers and suppliers, helping to streamline communication with its entire network.
OmPrompt works in close conjunction with HubSpot, the company’s Customer Relationship Management system that allows customer queries to be dealt with much faster.
Nicola explains: “When I first started, we were processing hundreds of orders a week while also dealing with customer queries. OmPrompt has been invaluable in saving time, enabling the customer services team to really focus on the job at hand.
“Looking ahead, my first priority is to further grow the customer services team and make sure we’re delivering a fantastic service to all our customers.
“There are many improvements we can make going forward, such as speeding up response times and building up the knowledge within the team, but as long as we continue to take a proactive approach, I’m confident we’ll be able to take Euramax Solutions very far.
“It was a challenge taking on this role in the midst of a pandemic, but it’s also been very rewarding. I’ve received a lot of support from the directors, which really makes all the difference.”
Euramax Solutions Managing Director Nick Cowley comments: “As a hardworking, dedicated and forward thinking Head of Customer Service, Nicola has been a real asset to the business.
“She’s already put several strategies into place that will ensure excellent customer service across the board, and I very much look forward to seeing how she can take Euramax Solutions to the next level.”