In an open office space where laughter is heard as often as phone rings, Kicki sits with her six colleagues in Sales Support. The pace is high, teamwork is tight, and the music is carefully chosen (Rix FM is strictly forbidden). With 14 years of experience, Kicki is a familiar and trusted voice for our customers. She knows Hot Screen inside and out, knows what it takes to provide fast and personal help, and why simplicity is always best.
What does a typical day look like for you in Sales Support?
– In Sales Support, we handle all incoming emails and calls. We assist with proofs, quotes, tips and tricks. Basically, everything related to our products. It can be complaints or guiding someone through their very first webshop order.
She smiles and adds:
– We try to make it as easy as possible to be our customer, that has kind of always been our thing. Definitely for more than my 14 years here.
After 15 years – you must have spoken with most of our customers?
– Yes, there have been quite a few calls and emails over the years! With some, the contact becomes more personal, especially those we’ve worked with for a long time. You get to know them, know what they need, and they know they can reach out directly. I recognize most by name. It’s almost like some customers become a bit like colleagues. That’s probably quite unique.
What do you think customers appreciate most about Sales Support?
– That we respond quickly. Our goal is to reply within a day, but often it’s much faster. Some customers prefer to talk to the same person every time, and we try to make that happen when possible. It builds trust.
Kicki thinks for a moment and then adds:
– And to be honest: some periods are really intense and the workload can be high. That’s when we roll up our sleeves, help each other out, and stay focused. We really do everything we can so that every customer gets fast support – even when things are busy. We genuinely want it to feel easy, smooth, and personal to contact us, no matter the time of year. But like I said, it’s not always easy!
Do you ever feel satisfied after a workday?
– Yes, absolutely. I’m satisfied when everything flows, when there’s time to take proper care of every customer relationship. And when customers reach out and show appreciation – that always warms the heart. It makes all the difference. That’s when you really feel that what you did meant something to someone. That’s when I feel satisfied.
Read more about how we work for a sustainable manufacturing of our heat transfers.
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