Quality and customer satisfaction are at the core of Simons Halal Food. From the initial need to a satisfied customer experience at the very end, our Customer Service department plays an essential role. In this article, Alaydin Bahtiri, International Sales Manager, takes you through the daily operations, the team, and the developments surrounding this department.
The process involves a combination of dedicated employees, the right machinery, and timely and accurate communication of customer needs to departments. The CS department oversees this process and ensures its smooth operation. The department serves as the first point of contact with the client and ensures efficient order processing and meticulous checking of each order. After they input, check, and schedule the orders, the production process begins. The department closely collaborates with other teams such as Production, Labeling, Quality Control, and Logistics to ensure seamless progress of the order.
Once the orders are ready, the Customer Service department keeps an eye on things. They ensure thorough checking and preparation for delivery to the customer. And thus, the process repeats itself time and time again. One thing is certain: the Customer Service department ensures quality throughout the entire process.
Alaydin enthusiastically describes how his calendar is never the same from one day to the next.
"One day, I focus on order processing, and the next day, you'll find me meeting with clients in Dubai or Scandinavia."
Collaboration is crucial in his team. Alaydin and his team are constantly in touch, coordinating order processing and monitoring the mailbox. Additionally, they ensure the correct documentation per order and provide all orders with the appropriate certificates and export documentation. Given the significant status of the halal certificate in the Islamic world, it's essential that all paperwork is in order before shipments are dispatched.
One day, they assist their clients in French, the next day in Arabic or German, ensuring "there is never a dull moment."
At Simons Halal Food, maintaining a good relationship with the client is always paramount. The Customer Service team strives not only to meet but exceed customer expectations. This is reflected in recent improvements, such as the implementation of the ERP system, which streamlines order entry processes.
The team is proud of the progress and success, visible not only within our own organisation but also in the growth of their clients. Alaydin observes small clients growing into professional players. This 'growing with the customer' makes him proud.
"What I find most rewarding is seeing smaller clients grow through our efforts, especially when I see the products back on the shelves of my homeland, Kosovo."
These developments underscore the dedication and success of Simons Halal Food.
Alaydin has no intention of leaving this department anytime soon. His journey began six years ago as a junior salesperson at Simons Halal Food, and today he stands at the helm as International Sales Manager. His own professional growth fills him with pride, and his dedication to the company is evident in everything he does. Alaydin works closely with director John Seegers and has plenty of ambition to continue growing.
"For me, Simons Halal Food doesn't feel like work; it feels like coming home."
The values and principles Alaydin shares with customers regarding Halal create a professional as well as a personal bond. He also emphasizes, "It's fantastic to work with customers who share the same background as me. As a Muslim, it's important for me to deliver products that meet halal certification, and seeing satisfaction in all customers always brings a smile to my face."
— This year, we take a behind-the-scenes look at Simons Halal Food. We will regularly write about the various departments and the activities within the entire process. We'll let the employees speak and share their experiences with you.
