Posted on 15 Feb 09:21
If you’re one of our customers, you may have already communicated in some way with our lovely Customer Service Administrator, Rosie. Recently, Rosie celebrated her 1-year work anniversary at Ossila! In conjunction with her career milestone, we decided to sit down and have a quick chat with her.
Q: Hi Rosie, can you tell me what your day-to-day tasks involve?
A: I process customers' quotes and purchase orders, and respond to customers' enquiries about Ossila’s products and services. I also oversee shipments and prepare documents for customs clearance, as well as handle general administrative tasks. I make sure that if customers have any issues, they get resolved and sorted out!
Q: Before you started at Ossila, what were your initial expectations -- and has your actual experience differed in any way?
A: Yea, I think I was expecting to deal with quotes and purchase orders but not expecting there to be so much actual interaction with customers - which I really like! I like feeling that I've solved their problems, and that our customers are happy with what they've received. It's always nice when people thank you for your services. So the job has exceeded my expectations in that respect.
Q: Can you tell me about any memorable experiences you've had on the job?
A: One of the things I've really enjoyed was receiving training on processing dangerous goods for shipping. We require training in how to properly package/label parcels, and knowledge of all the rules and regulations that need to be adhered to. It was a 3-day course, and I had to take an exam at the end. That was something I enjoyed, because it was different and I didn't realise that it was such a big issue before.
I always like it when customers come in and visit, because you get to meet someone that you've only ever communicated with via email before and it doesn't happen very often!
Q: How has your background in Law contributed to your role at Ossila?
A: Sometimes customers send over their purchase orders with their own "Terms & Conditions" attached. I could easily miss it or be like, "Oh, I'll not bother reading that", but then I remember that I need to, because it's important as they might have different rules and regulations in their countries. You must make sure that you're not going blindly into a contract and end up regretting it!
We've also had a couple of issues with people taking our images from our website as well as websites acting as unauthorised distributors, so I've written a few cease-and-desist letters to be like, "Stop it!"
Q: If you could give your past self any advice, what would it be?
A: Good question... I think, it would just be to have confidence in yourself, and to go out and do what you want to do!
Q: What do you feel are the most valuable things you've learned during your year here?
A: A few months ago, I took a voluntary class about doing business in Europe. I felt that it was quite valuable because it taught me a broader sense of doing business and dealing with European law, and what could happen in different scenarios which is was good to know.
Also, making sure that customers are happy is probably the most valuable thing I've learned -- you need to go above and beyond.
Q: Where do you want to travel to, but have never been to yet?
A: I'd really like to go to Italy, that's one of my dream places to go -- Florence or Rome. Iceland as well; that's more of a Christmassy place, but I really want to go there!
Q: Lastly, what would your perfect day look like?
A: Ooh, I'd probably go somewhere nice for brunch, go out for a few drinks and then maybe go to the cinema!