Olin
They
Aim To Please
In the chain of activities that take
place in getting our product,
whether paper or film, from our
plants into the customer’s hands,
Customer Service provides an
important link. Moving away from an
old misnomer that titled them
“order takers,” our Customer
Service people have become an
aggressive, integral piece of the
Marketing Department.
To the average customer,
customer service is Olin. The voice
of the Customer Service
representative, the way in which a
complaint or an order is handled,
the efficiency and telephone
personality of the representative, all
say to the caller this is Olin. The
Customer Service staffer’s manner
must be pleasant; they must exhibit,
via voice, interest, concern, and a
willingness to ensure the customer
that his business is our most
important business. The Customer
Service representative needs an
immediate knowledge of production
schedules, shipping times, and an
ability to discuss our product line
and its applications.
“Order takers” no longer, the Film
Customer Service people actively
pursue the smaller account
business and have direct sales
responsibilities.
Their territories include all the
product areas that use our film;
cookies, candy, snacks, nuts, and
an endless variety of special
applications. This not only demands
a knowledge of our extensive line of
films, but requires that the
representative be able to converse
with a major company executive or
an irritable purchasing agent with
equal dexterity.
Heading up the Domestic
Customer Service function is Joyce
Galloway. Along with Film Customer
Service, Joyce is also responsible
for Domestic Printing paper and
Tobacco Products customer service.
As with the Film people the
representatives who talk daily with
both Printing and Tobacco
accounts, must have both product
and manufacturing knowledge and
the all important “telephone
personality.” They are the key contact
in the movement of our products.
Calls From Around The World
An order from Brazil, a concerned
call from Australia, and a telex from
Tel Aviv, may sound like a very
cosmopolitan way to start the day,
but for International Customer
Service it’s business as usual. While
Joyce Galloway
Mary Ann Morgan
Ron Reid
Lou Maney
Ros Hunter
Marilyn Phillips
Glenith Price
Carolyn Shipman
Helen Compton
Bonnie Whitmire
Larry Owen
“for
a job,
well
done”
Domestic Customer Service deals
with the U.S.A, and Canada,
International literally has the rest of
the world. Under the direction of
Lou Maney, Manager of
International Customer Service, the
International function parallels that
of Domestic. However, the concern
over customs regulations, shipping
into foreign ports, and without
question, communication problems
add to an already full work
schedule. Being personable and
efficient can be put to the test on a
Egyptian conference call.
A major factor in the success of
our Customer Service has been,
what is loosely described as, the
personal touch. A customer calling
Ecusta Paper and Film talks to one
specific Customer Service staffer;
and it is, when possible, the same
person each time. This builds a
rapport between the customer and
his/her rep. The creation of this
comfort zone has been strengthened
by photograph mailers, yearly
calendars, and visits.
5300 Calls A Month
According to Gerry Davenport,
manager of Group Customer
Service, “Every foreign and
domestic order we receive comes
through Customer Service.” “In
addition to the orders,” continued
Davenport, “we are involved in the
problem and complaint process. It
totals out to over 5300 calls each
month.”
The seventeen people on the
Customer Service staff take great
pride in both their commitment to
their job and the satisfaction of a
happy customer. In the past this
customer satisfaction has taken a
more tangible form. Recently, Mary
Ann Morgan, a ten year Customer
Service staffer, received a letter and
plaque from one of our key
customers.
In part, the plaque keynoted the
activities of the Ecusta paper and
Film Group Customer Service
department ... it read . . . “For a
Job, Well Done”. O
Olin Works firemen improve their hose skills while battling to push the ball across a goal.
Covington
Fire Brigade
Prepared
Olin Works is ready to fight fire
with a fast acting and well trained
fire brigade. Each shift can muster
a nine person fire fighting force from
the chemical, coating, casting and
maintenance departments.
As soon as an alarm sounds the
shift fire squad converges on the
area of the suspected fire. They are
met by a fire van loaded with hoses,
nozzles, axes, protective clothing,
self-contained air supplies and any
other tools or equipment they might
need.
Brigade members must attend
training sessions every spring and
fall, where they brush up on old
skills and learn new techniques.
Steve Dice, safety and protection
supervisor, supervises the training
sessions. O
Brigade member experiences what it’s
like to enter a smoke filled building
wearing self-containing breathing
equipment.