CUSTOMER SERVICE: Straight Talkers, Pet Walkers
Our pets deserve the best. That’s why our Customer Service team puts a lot of effort into making sure all B2B orders arrive at the right place on time.
Our Talent Team met with Orphée and Andres, both part of the Customer Service Team. They talk about their role, what makes a good Customer Service Officer and why they love working here (spoiler alert: yes, we will be talking about dogs and cats).
Orphée: Our work in Customer Service is unpredictable and never monotonous. There is a constant flow of stuff and every day goes by really quickly, you’re never twisting thumbs.
Andres: We’re also working on a lot of side projects to optimize the process and make it more efficient. A true win-win situation for both customers and ourselves. For example, we’re working on a big labelling related project for a big e-tail customer. Like a real sniff dog, we search for the new and unexplored path. Doing things the way they always have been done is a safe choice, but daring to explore new ways to do so is how we innovate and grow.
The feeling of fulfilment
Andres: Customer Service is a fulfilling job. It feels comforting that you’re literally moving stuff. Due to the pressure to move things quickly and correctly, you feel very accomplished afterwards.
Orphée: You see immediate results from the work you’re doing. Everything is moving. You feel that you’re a big part of the process and that what you do really makes a difference. To top it off, the contact with the customer is of course really important too and helps us feeling fulfilled.
Lots of stereotypes, but not all is true
Orphée: No one is yelling at us! It is totally untrue that we have to deal with angry customers all day long. And contrary to what many people think about our job, this is not just a 9-5 job. It is exactly the opposite, it’s so much more than that and very exciting, every day.
Straight talkers, pet walkers
Andres: A good dose of patience and strong communication skills are some must-have skills for a great Customer Service Employee. We’re working with people, it’s not just a process. You should be able to communicate with different stakeholders and build strong relationships.
Orphée: You also have to learn how to prioritize if problems come your way. Not everything is equally urgent or important.
Putting pets first since day one
Andres: I did my Bachelors in Business Administration in Colombia, and moved to Belgium for one of the worlds best Supply Chain programs. The Master was very sustainability oriented, so following the line of sustainable practicing I ended up at Edgard & Cooper after my graduation. I always wanted to do something related to food and together with my passion for animals, I found my perfect match here.
Orphée: Lots of hires here come from referrals and I’m one of them. A friend who works for Edgard & Cooper contacted me, shortly before graduating. He told me about this amazing company, with a great mission and yes, office dogs. To me, this sounded like HEAVEN. Everything went very quickly and before I knew I was part of Edgard & Cooper and petting office dogs became part of my daily routine.
In between pawfice and warehouse
Andres: We work together in the office at least two days a week and have a weekly team meeting to catch-up. Next, we also think it’s important to have a feeling with our products, so sometimes we work in the office space of our warehouse.
All paws in the same direction
Orphée: At the office we get called ‘The Retriever Team’. It’s funny, our team members all have Retrievers: Golden Retriever, Duck Tolling Retriever, and a Labrador Retriever. I can ensure you this makes our team meetings really fun. In terms of personalities I would describe the team as very ambitious, everyone wants to make it better and faster. We are all motivated and always want to do more and strive for the best services, but there is always time for silly jokes too. Word jokes are often thrown back and forth such as “I lost my badge” vs “I lost my batch”.
Andres: It’s a diverse team that gets along great. A nice mix of people whose tails start wagging in delight when there are food and drinks. We’re a big foodie group!
Join the pack!
Andres: Someone with an open and critical mindset would be a great fit for the team. We need people who challenge our habits and routines. It should also be somebody who’s not afraid to mess up and make mistakes, but can accept help and wants to offer it to others too. We’re one team.
Orphée: We need someone with experience who can offer another view on things and bring new ideas to improve our systems. Someone who’s willing to work smart and be flexible. We need a Nemo who just keeps swimming, swimming, swimming when thrown in the big unknown sea. And of course an animal lover, who’s not afraid of our big (but very sweet) dogs.
Thank you team. You’re the best Order Collies we could wish for!