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Raising the Bar On Customer Service

December 16, 2015

What is a typical day? Good question! For Randy Harms, Customer Service Manager, its wide-ranging, from juggling phone calls, orders, freight quotes, customer questions, to managing the flow of regulatory documentation, to getting late-breaking customer information to the right people, to gathering the team to figure out how to make the impossible happen. And he does it all while always looking for ways to strengthen the Edlong brand. Don’t miss his powerful insight on how we can best meet the needs of our external customers.

Randy Harms
Title: Customer Service Manager
Joined Edlong in September, 2005

How would you describe your typical day?
I have typical tasks for each day, but few typical days. The Customer Service team processes all sales orders, from entry, to confirmation, to sending out invoices. Though it sounds simple, there are many requests from customers to revise their orders or change ship dates. Sometimes they need additional information about product availability and pricing. Successfully keeping up with all the changes is a big part of the job.

Customer service touches several of our systems, and my team takes the lead on keeping our customer data accurate: accounts, contacts, sales updates which can get pretty complicated with all the co-packers many of our customers work with.

We also are the central point for shepherding customer documentation requests. Coordinating these requests through our team with QA and Regulatory in a time-sensitive manner is a large part of Customer Service … and it shows how we rely on each other for our success.

Finally, filing any freight claims, profiling new customers, responding promptly to any concerns about product, service or invoice issues, and many other miscellaneous tasks easily fills up the day.

What’s your favorite part about working here?
The great of variety of tasks and the wonderful cast of characters always keeps life interesting. And personally, playing a role in solving internal or external customer challenges is rewarding. I really appreciate and enjoy Edlong’s environment, work/life balance and great benefits.

Is there a project, event, etc. that sticks out in your mind or a favorite memory that you might have from your time here?
Our current project of rolling out a new ERP system over the next few months is exciting. It has the potential to bring about the greatest change and the greatest benefit to Customer Service since I’ve been here. We’ll be even more efficient. It’s involved input from all department members to create the best possible end-product and the most streamlined initial processes. And it has the potential to become entirely paperless.

How does what you do impact Edlong’s customers?
Every department plays a role in Edlong’s success, every day. I see our primary customer impact being in getting the right product, at the right price, in right quantity, with the right documentation, to the right plant, on the right date. Doing this supports customer and Edlong success, and it grows our brand.

How does your work make Edlong better?
Meeting all these requirements while looking for ways to improve our processes and services is how we strengthen the Edlong brand. And understanding and communicating that serving our internal customers is ultimately serving our external customers.

Favorite food?
Anything someone else prepares!

One thing your coworkers might not know about you.
Both of my kids are athletes in college. In addition to them working towards their degrees, watching them compete has been fun and rewarding.

Your favorite thing to do for fun.
Doing anything or nothing with my family.