Orders and deliveries in good hands

All team members have strengths and areas of responsibility in addition to their daily order processing tasks: Riikka Menna creates customer accounts in the system and maintains customer data, Päivi Anttila serves in the occupational safety committee, and Lotta Vuorjoki and Oksana Rikkinen are in charge of projects that require special project management. The educational backgrounds of the team members range from sales and marketing to financial administration and law.

– This work requires precision and the ability to organize, solve problems and perform under pressure, Menna explains.

The team still remembers last winter’s situation where a warm transport method had to be found for the frost-sensitive sensors to be delivered to Northern Finland. Special arrangements are also required for the transport and permit arrangements of radiometric measurements containing a radiation source.

– The benefit of a large company is that expertise is available from local colleagues and other Endress+Hauser subsidiaries. Assistance and experience-based knowledge are actively shared through the available networks, Menna says.

– You never know what a day will be like. Still, that keeps you interested and motivated, Vuorjoki adds.

Sometimes customers have special requests regarding deliveries, such as wanting all products to be included in a single delivery.

– Where possible, we strive to fulfill our customers’ special requests, Huhta says.

In the context of urgent orders, it may be possible to speed up the schedule by choosing a faster delivery method. Other wishes can include special packaging, photographs of the packaging, attaching the customer’s own packaging labels, and customer inspections.

– The aim is to automate processes to require as little manual work as possible. This enables us to steer resources toward serving customers and resolving these kinds of extraordinary situations, Huhta describes.

Automation improves transparency and speeds up processes. Now customers can make orders directly from the online shop available on the Endress+Hauser website. All orders placed through endress.com are sent directly to the factory without order processing, which accelerates the lead-time and, by extension, the delivery. Customers registered for the online shop also have access to the documentation for their ordered products, along with an offer, order and delivery history.

The cooperation of the team is a joy to behold – conversation flows naturally and is occasionally interrupted by cheerful laughter. The excellent work atmosphere is also mirrored by the team members’ long work careers and the great results of work satisfaction surveys among the team.

– It is a wonderful thing that some of our people have been with us for almost 20 years. Satisfied workers and efficient team work also give a positive impression to customers, Huhta says, praising the team.

Even during the coronavirus restrictions, communication and cooperation within the team has been ensured. The team members are in daily contact through remote coffee breaks and calls.

– I think I grab the phone to call another team member even more frequently than before, describes Anttila, who works at Endress+Hauser’s Tampere facility, separate from the other order handlers.

In day-to-day work, the team is delighted by successful projects and resolved challenges. In addition to this, the team is always happy to receive positive feedback.

– Customer orders are in very good hands, Rikkinen says.

Text: Eveliina Miettunen