Meet our polymer expert, Customer Relationship Coordinator, Maria Huff, who prides herself on getting to know individual customers and quickly identifying their needs and expectations.
Customer Relationship Coordinator
With the opening of its new polyethylene plant in Monaca, USA, on the horizon, Shell Polymers has been hiring a team of industry experts, aka. Polymer Pioneers and Polymer Pros, who have a proven track record in polyethylene. In this profile, Customer Relationship Coordinator (CRC) Maria Huff talks about the importance of working efficiently and communicating well with customers.
Shell Polymers’ unrivaled customer experience is largely thanks to CRCs like Maria who go out of their way to put customers first. They oversee the entire order-to-cash process, from initial customer setup all the way to invoicing and collections.
Maria has worked for Shell since 1989 and understands the value of having a strong relationship with each customer. With a background in account and sales management, Maria is acutely aware of the importance of earning and keeping customers’ trust. Her new role as a CRC means that she works directly with each customer to give the one-on-one support that makes Shell Polymers so reliable. Ensuring open two-way communication with her customers means that Maria is always ready to progress orders and act as soon as necessary.
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"I always urge my customers to let us know how we can make their life easier. They often want to know that their orders are confirmed, or that they have shipped on time, whether there are any delays or whether we are open to delivering rush orders, and it’s my job to know the answers to those questions."
Maria uses a dedicated CRC dashboard to monitor each customer order in real time. This enables her to communicate any changes to a customer as soon as they happen. She is also working with new tools and processes that make it more efficient for CRCs to set up new customers at the start of their business–customer relationship so that their first orders can be processed as quickly as possible.
Kickboxing is one of Maria’s favorite free-time activities!
