Griet Gyselinck has recently been appointed Customer Service & Business Development Manager at Transuniverse Forwarding. Previously, she held the position of Customer Service Manager, responsible for good communication between customer and company. Her current position is new in the company and marks a new communication approach. Automation and centralisation are to lead to even better services. But who is Griet? Let us introduce her to you.
You have a degree in East-European Languages and Cultures. How does a person such a profile end up in transport and logistics?
My first employer was Volvo Parts Customer Solutions in Oostakker. At the turn of the century, the East-European truck market became accessible to western businesses, and they were looking for someone who could speak Polish and Russian to support their activities over there. At the call centre that helps customers all over the world solve breakdowns, where I was responsible for finance for the Eastern-Europe region, I gained a lot of experience in financial processes, project management, negotiating with customers and partners, and teamwork. I worked there for twelve years.
After that, I had administrative and operational management jobs in the social sector, an FMCG company (Fast-Moving Consumer Goods), and a start-up. Three years ago, Transuniverse Forwarding asked me to be their Customer Service Manager.
What appealed to you about it?
The various aspects of the job and the interaction with the team, which consists of seven people. We act as the Single Point of Contact for the key accounts, to make it easier for them to contact Transuniverse. With this direct communication, we can give the customer peace of mind. Additionally, I am responsible for our Control Tower in Romania and for the organisation of Order Administration.
Recently, you were appointed Customer Service & Business Development Manager. What does this entail?
Transuniverse is growing, as is our customer base. To maintain the high quality of Customer Service, the structures will need to be adjusted in a timely manner. We are therefore going to raise the level of services to the customer by more centralisation and more automation.
Centralisation makes more efficient communication possible, because all customers – and not only the key accounts – will have a single point of contact. For that reason, Sales and Credit Control are now also part of Customer Service.
We want to make it easier for the customer by using more automation in communication. Customers must be able to access the information they need more easily without wasting time by needing to send emails or make phone calls. We plan to achieve this by improved track & trace with powerful visualisation, a chat box in our web portal, improved order administration with less email traffic per order, etc.
In my new job, I need to implement the modernised Customer Service and make sure it runs smoothly. The roll-out will start in January. Customers will then receive further information.