I oversee a vibrant team of customer service professionals. We assist our customers with a wide range of activities, including quoting new projects, technical issues, solubility assistance, general production, and shipping questions. Our staff has lab experience as well as process and production knowledge.
My adventure with the company started 23 years ago, when I was the first employee hired after the owners. I took a chance when I came here, but since have helped to grow the site to where it is today. I have worn many hats over the last two decades, from my ‘first love’ of purifying peptides, to production management, sales, and service.
How does your department influence the customer experience?
My team is often the first exposure that a new customer has to the company. We make sure we are helpful, knowledgeable, and timely with all responses when assisting customers with their needs. We provide support and visibility to projects and help keep things running smoothly. I lead my team with integrity and always strive for fairness for both the customer and the company.
What is the goal of customer service?
Our goal is to be the extended manufacturing arm for customers, and we achieve that through partnership in every interaction. A customer will come to us when they need honest and accurate information. Our work helps deliver top quality peptides to customers by ensuring that projects are quoted accurately, and the customer receives exactly what is needed.
What is the highlight of your job?
I enjoy always learning and growing. Every customer is unique, and every interaction is a chance to understand our customers’ needs better. I also see every challenge as an opportunity to find creative solutions to potentially difficult problems. Finally, knowing that I have been able to contribute to the success of our customers’ research is very gratifying.
What do you do when you are not helping customers?
I am the mother of three witty teenagers, which keeps my husband and I quite busy. I also enjoy my Peloton (# boocrew) and taking our big, sweet mutt Stella for walks.