Introducing our first story in a series we’re calling 'Behind the Scenes at Mira'. We’ll take a look into the some of the different business areas, departments and the people that we have here at Kohler Mira.
A few months ago, Wayne Walker, VP Manufacturing - Global Faucets, visited the Internal Sales department to find out more about their day-to-day roles.
What is the role of Internal Sales?
Internal Sales look after our account holding customers such as Travis Perkins & B&Q, taking calls and processing orders. They also manage product delivery to our global customers across 5 continents.
In addition to external customers, the team also have a number of internal customers. These include all associates through the management of their staff sales requests, the Marketing team through supporting the supply of free of charge promotional and display products, and our logistics teams based in Barnwood and Hull who help us to deliver to the needs of our account customers.
Wayne was given an overview of the department and then spent 10-20 minutes in each area, hearing about the day-to-day intricacies of working with our trade, e-commerce and mass retail customers, getting to know the account handler, who then provided an overview of the order process for each customer.
“I really enjoyed my visit to Internal Sales – particularly spending time with the account handlers to learn more about their roles!”
Wayne Walker, VP Manufacturing - Global Faucet
Internal Sales by Numbers
- The current Internal Sales team has over 262 years of service between them!
- 90% of the calls that come into internal sales are answered within 10 seconds.
- 67% of orders placed now come through electronically.
- Internal Sales have been awarded 27 Bravos Awards (our internal associate recognition award scheme) to date – something the team are very proud of.
Emma Cox, Team Leader, Internal Sales
Why do you think a good customer relationship is important to a business?
“Our customers are at the forefront of everything we do in Internal Sales. Excellent customer service and the building of strong customer relationships are absolutely fundamental to our business in order to support our growth and vision. Our brands are strong and it is important that the service we provide is representative of them.”
What do you enjoy most about the job you do?
“I enjoy the variety, the daily interactions with many customers and internal cross-functional colleagues as well as the need to keep up with the ever-changing customer requirements through evolving new routes to market.”