Jeané Bresler’s path by Shapeways offers her an edge in order that our prospects profit from her expertise, abilities and insights. She doesn’t simply reply buyer questions, by her information of the manufacturing course of she interprets technically complicated data to easy, clear communication. “The final word objective for all of us is to serve the shopper to the perfect of our potential.”
Jeané is a Buyer Service Consultant at Shapeways’ Eindhoven facility, however her path to the position — and the perception she brings to it — is way from typical. “About two years in the past we moved to Eindhoven. I’ve a background in 3D design, so I simply discovered that Shapeways is perhaps an excellent match for me. At the moment, a job opened up within the distribution middle, which I utilized for.”
She acquired the job, however that was simply the beginning. “Throughout my time in distribution, I began to be taught the techniques and processes and acquired the chance to work a bit extra in post-production. Then I moved over to pre-production, doing a little planning. After which about three months in the past, the job alternative opened up in customer support. I assumed it is perhaps an excellent match — I utilized and acquired the job.”
Utilizing expertise that touches each a part of the manufacturing course of has allowed Jeané to form how she helps prospects. “It positively helps… when a consumer reaches out, I perceive the processes. I may give them a motive why one thing is going on. I really feel it’s crucial that when speaking to purchasers, not simply to present them a solution however to present them understanding.”
A bridge between the shopper and the manufacturing facility
To many people, ‘buyer companies’ is synonymous with individuals complaining, however that’s not true, defined Jeané. “Most of my time is spent behind the pc answering purchasers’ requests. However loads of additionally it is spent operating across the manufacturing facility, reaching out to staff members relating to particular consumer inquiries or orders, which is form of enjoyable.”
Each morning at Shapeways begins with an all-hands manufacturing assembly the place the entire staff may give updates and spotlight any problems with be aware, which Jeané sees as crucial to her position. “You recognize who to talk to, who’s doing what. It offers a very good overview of the entire day.” She additionally joins a short administration assembly to know what’s occurring in different elements of the enterprise. “I’m a really curious individual. It’s an excellent excuse to know what’s occurring all over the place with everybody.” This curiosity and Jeané’s technical perception permits her to have a better impression in her position.
Communication hub
Curiosity is only one a part of the job. Communication and empathy are additionally key. “Placing your self within the consumer’s sneakers and drawback fixing isn’t at all times simple. Some individuals need their elements as quickly as potential, however that’s not at all times possible… you need to discover that candy spot to maintain your staff completely satisfied but in addition the consumer.”
And that communication goes each methods. “Generally I get a solution from my colleagues, however I don’t absolutely perceive what they’re telling me. I’m comfy sufficient to ask for clarification. They usually have the persistence to clarify it in order that I can return to the shopper with clear, useful communication.”
Jeané’s expertise and understanding of the manufacturing ground offers her a bonus, with the ability to flesh out solutions and supply higher context. Generally, by advising {that a} consumer makes a small change she will be able to present how the remainder of the method can be positively impacted.
That potential to translate technical complexity into clear, useful steering is what she sees as core to her position. “A variety of purchasers have their file, they submit it, they need their half, they usually simply need you to assist them shortly. They don’t actually care an excessive amount of about all of the intricacies concerned within the course of — that’s for us to cope with.”
“However some do; you get a really feel from a consumer’s request about what stage of data they need. It’s about studying between the traces… what they’re asking may not be precisely what they should know or there could also be extra data that will be helpful for them.”
Crew and human contact
“The factor I actually like most is whenever you help somebody they usually get it… if purchasers attain out to you relating to a selected venture and say, ‘Due to you, our venture was so successful’, that’s completely superior. When one thing like that occurs throughout my day, I’m going residence and say I had such an excellent day.”
Working at Shapeways, Jeané sees an organization the place everybody shares a mindset. “I’m in customer support, however the entire staff actually has such a service mindset… everybody has the shopper’s finest pursuits at coronary heart. As a result of all of us work in the direction of the identical objective, it actually helps me in my job.”
And what retains her excited to come back to work daily?
“Primarily, I’d say it’s the individuals. Every single day there’s something new to debate. Individuals are open, enjoyable and fascinating.” You possibly can observe together with the Shapeways Crew Highlight collection to search out out extra in regards to the staff behind the scenes.
