Joana Guzman, Supervisor Client Services: “Put yourself in the customer’s shoes.”

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Joana Guzman, Supervisor Client Services: “Put yourself in the customer’s shoes.”

Client Services Representative, Wauconda, IL

Joana Guzman is the Client Services Department Supervisor for order fulfillment and last mile clients at our Wauconda, IL headquarters. In honor of Customer Service Week, she tells us what it’s like to provide answers for our clients day-to-day, how she manages her team, and why she takes the FIDELITONE value of being customer-centric to heart.

What does a typical day look like for you?

My day starts by answering emails and calls that need to be placed. Some last mile clients will be looking to change a delivery date or time while order fulfillment clients may be checking on the status of a shipment. I also manage a team of six people so I make sure that they understand the priorities for the day and understand how to address any client inquiries.

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What do you enjoy most about working at FIDELITONE?

My team is really fun and easy to work with and excited to learn new processes. For example, when FIDELITONE onboards a new client, we work together to understand their processes and look for ways to be more efficient. My team is definitely curious and wanting to problem-solve.

How did you get your start in supply chain?

I started in 1996 in receiving and moved into expediting for our service parts clients working in the office. I got familiar with the warehouse and shipping terms like Bill of Lading (BOL) and Proof of Delivery (POD).

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I left Fidelitone for a bit and returned performing many roles including Supervisor for our Tech Services Department. Being on the supplier side really helped me in my current role because it helped me understand the client’s perspective and how to respond to their questions. That’s what I like to teach my team; we have to follow processes. We have to let the client know when inbound shipments are damaged (it happens!), and it’s important to let them know as quickly as possible and arrange for a replacement. That’s where our customer-centric values come in and I always want our new employees to understand how important that is. We have to get the answer or let the client know we’re working on an answer. We want to work to address them to their complete customer satisfaction.

What about the future of logistics and client services excites you the most?

Technology. When I started we had what we called “yellow cards” which is how we used to put away merchandise. Now everything is put away electronically and there’s no need for anyone to be on the computer eight hours a day punching cards. There used to be a lot of data entry.

The technology that assists us the most in client services is our delivery management system which helps client service reps manage orders and drivers make deliveries. As soon as the customer calls and requests a time change, the request goes to the client right away. They get notified of changes immediately. Our systems are integrated with the clients’ systems to make communication seamless.

How do you work to create customer loyalty and ensure order accuracy?

Doing what you say you’re going to do is so important. Call clients back to let them know what the solution is. During a recent hurricane for example, lots of customers were calling - people were looking for their deliveries.

I remember there was an older couple that called looking for their generator. We called our hub and tried to figure out where it was and had to manually track it from our e-commerce client. Happy to say we were able to get the generator to the couple on time.

What sets FIDELITONE apart from the competition?

It’s not just delivering the product to the end user, it’s about uniqueness. We try to understand our client’s customer and adapt what we do to meet their needs.

What are your interests/hobbies outside of work?

My family is very important to me, and I am a very crafty person. Recently, my son had homecoming so I made his boutonniere and corsage for his girlfriend. I love stuff like that!

What would you recommend for someone who wants to start a career in supply chain?

  • Get familiar with the industry.
  • Understand the needs.
  • Put yourself in the customer’s shoes.

Driven and innovative team members such as Joana are the reason why FIDELITONE is a great place to work. We truly appreciate their hard work and dedication to providing outstanding client experiences.

Are you interested in joining the FIDELITONE team? Learn more about career opportunities.

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