International customers are served from Porvoo

What is good customer service made of? If you ask artificial intelligence, it is, among other things, professionalism, friendliness, efficiency and solution-oriented. Clear communication and understanding the customer’s needs are also important. These features can be found at Enervent Zehnder’s office in Porvoo, Finland where Alexandra Lönnroth and Tira Grönlund serve not only domestic but also European customers and partners in ventilation matters.

Alexandra has originally joined the company already in 2009. After a couple of years away, she has been advising and helping familiar and new customers since last year. Tira has been part of the Enervent Zehnder team for three years.

The customer service team supports not only customers but also colleagues 

For Alexandra and Tira, there is no normal working day, every day is a little different. The job description of both includes sales support functions, i.e. customer service, processing orders and offers, and responding to contacts. In addition, Alexandra does various marketing tasks part of the time, produces materials for sale and maintains content in different channels. Correspondingly, in addition to sales, Tira also assists the finance department in, for example, invoicing ambiguities. She also works as a SAP support person. Both agree that the work is just the right amount of variety and the days go by quickly.

The beginning of the year has been busy for several reasons. In the spring, the entire group’s common enterprise control system was put into use, and at the same time, the brand renewal to Zehnder Group is underway, which can be seen for customers in, among other things, the markings and packaging of the devices. In addition, two cooler units have been released as novelty products over the past year, which have aroused the interest of customers.

According to Alexandra, various exceptional situations are quickly visible in the everyday life of customer service.

– A normal customer service work day includes entering orders into the enterprise resource planning system, maintaining the online store and generally controlling the entire operating process. For example, an occasional component shortage is also immediately apparent for us, when the promised delivery times for ventilation equipment are delayed. In any case, we are always in contact with production and warehouse regarding delivery inquiries.

The technical support staff are also an important partner for the customer service team when sorting out tricky problems. They know the unit models inside out and they can quickly find a solution to all the questions customers have.

Where do the contacts come from? 

– Customer service receives the most contacts from business and consumer customers in Finland and Sweden. We are also in contact with Norwegian customers from time to time, even though we have an own sales company called Exvent in Norway. In addition, we receive messages from Central Europe, for example Germany and France. Sometimes we need the help of a translation program when figuring them out. Of course, we also serve our own resellers in different countries, says Tira.

Alexandra and Tira agree on one thing in particular. The best thing about their work is the colleagues at Enervent Zehnder and the relaxed work atmosphere. In addition, wonderful feedback and messages from customers warm the minds of the customer service team in the middle of the rush.

You can meet our customer service team at the Finnbuild fair in October in Helsinki. Welcome to our fair stand 6 d 48.

12.9.2024