As part of our focus on those of our associates who work with our customers on a day to day basis, here is the latest instalment of our 'Day in the Life Of' series from Emma Cox, Senior Team Leader in our Internal Sales department.
What is your role and how long have you worked at Kohler Mira?
I joined Kohler Mira 16 years ago, as an Account Handler within the Internal Sales Team based at our Cheltenham Head Office. As an Internal Sales, team we work alongside our external field based Sales Team and manage the Order Fulfilment process to our direct business account holders across the Kohler, Mira & Rada branded products.
During my 16 years, I have worked consistently within Internal Sales and have progressed from being an Account Handler to Team Leader, responsible for 8 direct reports.
What’s your typical day?
A significant part of my role involves coaching and training my team, from initial induction and on-going, to continually develop their knowledge and skills to ensure they provide a positive customer experience.
I support and work collaboratively with cross functional areas throughout the business including External Sales, Marketing, Supply Chain and Logistics to ensure that we are working as effectively as possible, sharing best practices and meeting the needs of our customers throughout the order process.
I also provide guidance and support to my team and our customers with process & product queries.
To summarise, no two days are the same – everything is varied, which is why I love my job!
What’s the favourite part of your job?
I would have to say People Management and Customer Interaction! These are intrinsically linked, because the training and development we provide to our team ensures that they are equipped to provide excellent service to our external customers.
What’s the most challenging aspect of your job?
Managing the expectations of our customers as well as the needs of the business. As a team, we are continually adapt to these changing needs.
How does your role involve interacting with our Customers?
We have a team of dedicated account handlers who manage the typical day to day interactions with our business customers. However, there are times when I need to support our customers by helping to resolve more complex queries, hear their feedback or attend meetings with them, alongside our Account Manager
Can you sum up working at Kohler Mira in 3 words?
Varied, Engaging, Rewarding
Would you recommend working at Kohler Mira?
I would absolutely recommend someone coming to work here – it’s ever-changing and we are a business that doesn’t stand still. Plus, the people are fantastic! We are all working towards the same vision and that makes it a great place to work!
