Caring For the Customer Care
There are many things I like about Ensto. One of them is that there are endless opportunities for development. I started at Ensto as Team Leader in the Swedish Customer Service Team in 2015, and after moving to Finland in 2016, continued working in the Customer Care Organization in Porvoo. It was great to be able to move within a company to work in a neighboring country as it is not possible everywhere!
Living a Bit in the Future
So, I have worked at Ensto for a long time in various customer service positions, and in November 2019 I started as Customer Care Manager. Today, I lead the global Group Customer Care team, i.e. I am responsible for customer service functions in Finland, Estonia, Sweden, and Poland, as well as order handling processes. I am happy with my work, because I get to genuinely develop things and my own professional skills. Every day offers opportunities for that! In my work, I must be able to anticipate, always live a little in the future, so that I can think about how customer service should be developed to meet future needs.
Development is the Spice of Life
For me, development is really the Spice of Life, I live from it! I have constantly strived to become more and more familiar with the processes and related instructions, teach the processes and develop them. My background is actually quite diverse, as I am a Doctor of Naprapathy by education. I moved to Sweden at the age of 19 to study and somehow ended up in the recycling industry, where I worked in various managerial positions for 14 years. The collection and transport of environmentally hazardous waste was very interesting, and while working with them, I became interested in processes – I even started to like them.
People First is a Global Feeling
Ensto's values, and especially one of our strategic themes, People First, are important to me. The well-being of my team members is close to my heart: when they are happy, it shows in the results. I have intentionally created an open atmosphere where people dare to speak up and support others. We have no hierarchy; our goals are common, and we are equal. If anything, not daring to make mistakes kills development. We learn from mistakes and develop things based on the learnings together. Ensto is the first family business I work for. Here, I genuinely feel that we are one family, and everyone wants good for each other and our customers. This feeling is global.
Trust Capital as a True Wow
I have learned so much during my years at Ensto! The understanding of how important Trust Capital is has grown even further. It is absolutely wonderful that we and our expertise are trusted; that we get to develop and realize our ideas. It's a real wow which doesn't exist in many places. I also think it's wonderful that the team members trust me and think that my ideas are also good. I want the changes to make everyday life easier.
Development for the Customers’ Best
I am proud of my achievements. Together with the IFS team, we have developed the EDI ordering process for wholesalers in Finland so that orders are processed automatically in the system, including confirmation sent to the customer – as long as all the requirements are fulfilled. In this way, we can allocate our resources in the team where they are needed. We truly want to succeed together for the benefit of our customers and have a genuine desire and enthusiasm to serve them. We have also worked a lot on not having artificial team boundaries, which allows us to help each other, for example,bsences. This way everything goes smoothly on our end for the customer. When I came to this position, our team spirit was on the bottom, but within six months I was able to turn it to a positive side and from that on it has been on top level.
Irina Sågbom
The writer of the blog works as the Customer Care Manager at Ensto. She is responsible for the global Group Customer Care team and the order handling process.
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