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 data of the manufacturing course of she interprets technically complicated info to easy, clear communication. “The last word aim for all of us is to serve the client to the most effective of our means.”
Jeané is a Buyer Service Consultant at Shapeways’ Eindhoven facility, however her path to the function — and the perception she brings to it — is much 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 could be an ideal match for me. At the moment, a task 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, performing some planning. After which about three months in the past, the job alternative opened up in customer support. I believed it could be a superb 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 shopper reaches out, I perceive the processes. I can provide them a cause why one thing is occurring. I really feel it’s essential that when speaking to shoppers, not simply to offer them a solution however to offer them understanding.”
A bridge between the client and the manufacturing facility
To many people, ‘buyer providers’ is synonymous with individuals complaining, however that’s not true, defined Jeané. “Most of my time is spent behind the pc answering shoppers’ requests. However a variety of it’s also spent operating across the manufacturing facility, reaching out to workforce members relating to particular shopper inquiries or orders, which is type of enjoyable.”
Each morning at Shapeways begins with an all-hands manufacturing assembly the place the entire workforce can provide updates and spotlight any problems with be aware, which Jeané sees as essential to her function. “You recognize who to talk to, who’s doing what. It offers a extremely good overview of the entire day.” She additionally joins a short administration assembly to know what’s taking place in different elements of the enterprise. “I’m a really curious individual. It’s a superb excuse to know what’s taking place all over the place with everybody.” This curiosity and Jeané’s technical perception permits her to have a larger impression in her function.
Communication hub
Curiosity is only one a part of the job. Communication and empathy are additionally key. “Placing your self within the shopper’s sneakers and downside fixing is just not at all times straightforward. Some individuals need their elements as quickly as doable, however that’s not at all times possible… you wish to discover that candy spot to maintain your workforce completely happy but in addition the shopper.”
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. And so they have the persistence to clarify it in order that I can return to the client with clear, useful communication.”
Jeané’s expertise and understanding of the manufacturing flooring offers her a bonus, having the ability to flesh out solutions and supply higher context. Generally, by advising {that a} shopper makes a small change she will be able to present how the remainder of the method can be positively impacted.
That means to translate technical complexity into clear, useful steerage is what she sees as core to her function. “Lots of shoppers have their file, they submit it, they need their half, and so they 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 shopper’s request about what stage of knowledge they need. It’s about studying between the traces… what they’re asking won’t be precisely what they should know or there could also be further info that might be helpful for them.”
Group and human contact
“The factor I actually like most is whenever you help somebody and so they get it… if shoppers attain out to you relating to a particular challenge and say, ‘Due to you, our challenge was so successful’, that’s completely superior. When one thing like that occurs throughout my day, I am going dwelling and say I had such a superb day.”
Working at Shapeways, Jeané sees an organization the place everybody shares a mindset. “I’m in customer support, however the entire workforce actually has such a service mindset… everybody has the client’s finest pursuits at coronary heart. As a result of all of us work in the direction of the identical aim, it actually helps me in my job.”
And what retains her excited to come back to work day-after-day?
“Primarily, I’d say it’s the individuals. Each day there’s something new to debate. Persons are open, enjoyable and fascinating.” You may comply with together with the Shapeways Group Highlight sequence to seek out out extra concerning the workforce behind the scenes.
