“It means understanding the differences between pounds and kilograms, litres and gallons, and prices quoted in pounds, euros and US dollars, and making sure that the customer understands too so there are no misunderstandings which could lead to disappointment. It also takes incredible concentration: one minute I can be working on an Excel file of prices, and the next answering as technical question about a coating!”
Maryline says that the key to delivering exceptional customer service is having a good understanding of the customer’s business: “Having worked for the business for so long, you understand the role that OEMs and MROs play in the supply chain – the people who make or repair the seats, the arm rests, the assemblies etc – and you understand why a delivery may be so urgent in meeting AOG targets.
“Typically, orders are dispatched within five days of receipt, but sometimes a customer may want a special finish or metal effect that may take longer, and by understanding lead times and being clear in our communications we can manage expectations accordingly.”
As well as managing external customers, Maryline says she also has to manage internal expectations: “It can sometimes be a fine balancing act to keep everyone happy,” she jokes, “but there is a great sense of family, even in a much larger group, and we are all focused on delivering customer satisfaction.”
What Maryline particularly enjoys about her job is that it is never routine and she is always ready for a challenge: “It is a huge irony that while I never got to become cabin crew, I now know more than I ever thought I would about cabin interiors!”