The PLEXIGLAS® Team
One click – and your PLEXIGLAS® order is on its way. Our team from the Online Shop works together to ensure that the goods arrive as quickly as possible. Get to know the team here.
“Communication with the customer is important, even when an online shop is involved.” Isabelle Cutino, Customer Service for the Online Shop, handles incoming orders, receivables management and daily communication with the customers by phone or email. This communication involves questions on orders, minimum quantities or delivery times. When first-time customers place an order, Ms Cutino verifies the address and tax information and creates a new account in the system.
“Our online and offline offers complement each other.” Claudia Brönner, Customer Service for Offline Business, looks after commercial customers in the UK among other things and is thus responsible for queries that cannot be handled by the Online Shop and which deviate from standard procedures, such as colour requests and unique shapes and sizes. She also steps in for Isabelle Cutino in Customer Service and participates in the technical advancement of the Online Shop.
“We develop the Online Shop based on the needs of our customers.” Hans-Joachim Weber, Head of Sales, helped develop the concept of the Online Shop and is now strategically driving forward its development. Customer feedback is top of his list of priorities, with suggestions resulting in changes including the adjustment of minimum order quantities since the launch of the shop, the expansion of the product range to include special shapes and sizes and the switch from square-metre prices to sheet prices.
“Coordination with the colleagues is decisive for quick shipping of orders.” Celine Daniel, Shipment Planner, makes sure the shipment is dispatched. To make sure this happens, she receives the order from the EDP system and specifies which sheets go on which pallet. Once this is completed, she forwards the order to the colleagues in the warehouse. She also commissions the forwarding company which picks up the goods in Weiterstadt, Germany, for distribution throughout the United Kingdom via the trans-shipment hubs in Frankfurt and London.
“The clocks run faster in online business, so we have to work at full speed!” Dietmar Vogel, Head of Supply Chain and Logistics, also participated in the development of the B2B Online Shop and is continually optimising the behind-the-scenes processes for the logistics team of 110 employees in Weiterstadt, Germany. In addition, Mr Vogel is responsible for production planning and ensures that the products offered in the Online Shop are always available in the proven quality.
“Convenience and reliability are of utmost importance for our customers.” Torsten Kühner, Webshop Administration, is responsible for all IT and Webshop relevant topics of our Online Shop. He makes sure the Online-Shop runs smoothly, is available 24/7 and has the latest product, price and service content. He will do updates in the Online-Shop by programming or will involve further IT experts. In addition, he supports our Customer Service Team in any technical questions.
“Understanding and fulfilling customer needs is my top priority” Kevin De Smedt, Regional Account Manager UK, Is our face to the customer. He is in direct contact to the customer by visiting them on site and discussing their individual needs and demand for PLEXIGLAS® products. He introduces the online Shop platform, and taking suggestions for improvements to the online Shop team. Customer feedback is top of his list of priorities.