Purchasing Agent Nadine Weiss Promoted to Customer Service Representative
When an employee with more than 50 years of experience in one function decides to leave his post, the organization he works for can take a collective gasp. That’s what happened when Tom Kubacki, PMP’s longtime Customer Service Manager, announced his retirement.
Luckily, the company had a fully capable replacement waiting in the wings. In early May, Nadine Weiss moved into the role of Customer Service Representative, bringing 18 years of experience at PMP with her.
“Tom had a great rapport with customers,” Weiss observed. “And a few may be anxious that they’ll have to deal with someone new. I definitely have some big shoes to fill, but I’m looking forward to the challenge.”
Bill Ruth, PMP’s Director of Sales and Marketing, is also eager to get Weiss up and running as the new face of customer service. “We want to recognize Tom’s contribution to the organization,” he noted, “and we wish him all the best as he starts the next phase of his life. But we are also excited to welcome Nadine to her new role. We’re confident that she brings all of the right tools and knowledge to perform at a high level.”
Weiss began as a receptionist with PMP in 2000 before moving into a purchasing role in 2005. Eventually, she became the company’s purchasing agent in charge of Maintenance, Repair and Operations (MRO) — purchases that are necessary to keep the business running. In this role, Weiss oversaw a significant number of different types of purchases, as well as a large percentage of total purchases.
As Customer Service Representative, Weiss will direct, coordinate and analyze all aspects of customer service activity, including sales forecasting, order solicitation, order entry, order follow-up and fulfillment. She will serve as the primary interface between PMP’s production staff and customers, receiving and reviewing new orders, acknowledging receipt of orders and communicating any changes.
Weiss won’t be the only change occurring to PMP’s customer service function. “In the previous system, customers would email and fax orders directly to Tom,” explained Weiss. “New orders will come into a shared email account at firstname.lastname@example.org that Bill and I will be monitoring daily.”
“We saw this as a great opportunity,” Ruth said, “to refine our internal systems, to remove dependency on any single individual and to reinforce our customer-first commitment.”
Some employees might find this level of change disquieting, but Weiss is comfortable with change. Prior to PMP, as a former military spouse, she lived and worked all over the world, including Germany, Italy and Hawaii, and held a variety of positions. This prepared her well to handle the ever-shifting world of customer service in a complex manufacturing environment.
“Every day at PMP is different,” Weiss said. “You never know exactly what’s going to happen. But I really enjoy coming to work and tackling something new. It helps that we work in such a nice atmosphere and that all employees are treated like family.”