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Matching Customer Needs with Capacity

August 19, 2010

Danafilms invites you for a look inside, from the eyes of Franklin’s customer service representative Sally Runner.

Sally Runner - custmoer service for danafilms coextrusion blown films

How long have you been with Danafilms?

I first started at Danafilms in 2005 as receptionist doing accounts payable and billing work. I moved to the customer service job in 2008.

What does Danafilms’ customer service position entail?

I see myself as the contact person for the company. Obviously, I’m the one who deals with customers. But it’s often so much more than that, being the face of Danafilms—or the voice, when working with customers on the phone. With every client, I make sure that I get the information to my contacts, who are looking for the latest on a product or an order.

What do you like best about your position?

Clearly it’s the people. That’s what’s good about any job, but this one especially. The people at Danafilms are great and I deal with a lot of wonderful people from outside, too. You get to know these people really well during the course of business.

When I first took the job, I was not certain it was something I was going to want to do. But it’s like I’m an information desk person more than anything and that’s grown on me. Over time, I think I have developed a relationship of trust with the purchasing agents for the companies Danafilms works with. They have learned over time that they can rely on me. I enjoy having those relationships.

What are the challenges of being in customer service?

Right now, we are very busy and the challenges are all day, every day. With orders pouring in, we are constantly working to match customer needs with capacity. Our focus is to do everything possible to make them happy.

Alongside that, I stay really busy and the workflow is changing all the time with something new coming up on a regular basis. New customers are always coming in, and existing customers routinely want to get a new product or place a new order. With all that going on, I certainly don’t get bored.

What are some of the rewards of being in customer service at Danafilms?

I recently got a “Thank you!” from a customer after we had gotten his film to him in a timely manner and he asked me to relay that message along. You don’t often realize it, but one thank-you can go a long way. In this case, I sent that thank-you along to an employee in our shipping Department.  He called the freight company who then told the driver. That one thank-you went through four people.

I feel very fortunate to get these thank-you messages as though I’m the one who came through.

"And I don’t do it alone—I am just the spokesperson for a really great team of experienced people who work here. We’ve got people who do great work and it shows."