If you’re an Edlong customer, there’s a good chance you’ve already talked to Addison. If you’ve visited our Elk Grove Village headquarters, he’s probably welcomed you. And if you’re an international customer, he’s part of the team working to get your order out on time. Addison has a lot of responsibilities at Edlong, and he’s happy to serve. Read about all the ways this go-to guy pitches in to make the Edlong experience a great one.
Customer Service/International Export/Reception – Elk Grove Village, IL
Joined Edlong in October, 2006
How would you describe your typical day?
I am the main point of contact for a number of international accounts: mostly Canada, Europe and Asia, along with some Latin American companies. I process orders for each of my accounts, and I make sure we are doing our best to meet their needs and delivery dates. I also greet our visitors and answer phone calls. That’s a small portion of my day though. Most of my mornings are filled with coordinating the export of our products to the accounts that I handle. I process the export paperwork and request any special documentation that’s required. I work with forwarders to make sure that all shipments are moved properly and in a timely manner. I also handle some of our international samples, and process sample requests for shipment and track the samples to make sure they arrive.
My afternoons are typically filled with taking care of customer requests and questions, routing questions, consolidating answers, and providing one concise response to the customer. I also support R&D and sales with presentations and product demo preparations.
What’s your favorite part about working here?
I really enjoy problem-solving and the variety of working with International customers. No day is ever the same and I can have a direct effect on our customers’ experience with Edlong.
Is there a project, event, etc. that sticks out in your mind or a favorite memory that you might have from your time here?
Working with our Production Supervisor, Larry Nall, as a partner during my University of Illinois at Chicago CBAP class. That was a great experience that helped open my mind to new ideas and processes. There were a number of highly successful individuals that came in as special instructors that we were able to speak with and learn from. It also allowed me to work closely with our CFO, David Starr, and I learned quite a bit from him while putting together our final project on Risk Assessment and Management.
How does what you do impact Edlong’s customers?
I am in direct contact with our customers’ purchasing agents on a daily basis. I strive to create a positive experience for our customers which is what the Edlong brand stands for.
How does your work make Edlong better?
My goal is to make sure our products arrive to customers quickly and with no hang-ups. I want customers to receive the level of service they expect of Edlong. I also troubleshoot internally to help Edlong run smoothly, especially in the Operations and Sales departments.
This is a tough one as I really like food in general (living in Chicago is great for those of us that do!). I’ll never turn down a good cut of beef, so I’ll say prime rib.
One thing your coworkers might not know about you?
I grew up with Edlong. I was not yet a teenager when my mom started working at Edlong in Quality Assurance. I started working here while I was still in college, 20 years old. That gives me a special attachment to this company and a committed investment in its success.
Your favorite thing to do for fun?
I have played hockey my whole life and still skate a few times per week. Really I love doing anything sports-related. It helps that my wife, Jen, loves sports (hockey especially) as well.