Welcome to SMC Global’s EMPLOYEE SPOTLIGHT, where we shine a light on our exceptional employees, delve into their roles within SMC, and engage in a quick Q&A session to get to know them better!
Today, we had the pleasure of interviewing Tina Macaulay, a Senior Customer Service Representative who plays a crucial role in our team. Tina works remotely from her home in upstate New York and has been a valuable member of our team since September 2021. During her time with SMC, Tina’s responsibilities have evolved, particularly in terms of the products she now oversees compared to when she first started. She has successfully transitioned to managing a new line of products in addition to her existing ones, all of which have experienced significant growth under her guidance.
Tina Macaulay
Senior Customer Service Rep
Q: WHAT DOES YOUR DAILY ROUTINE LOOK LIKE?
A: My day starts with reviewing emails. I then prioritize my emails, responding to urgent matters first. I review any orders that were delayed from the day prior and notify customers. I review new orders/changed orders from customers and process them accordingly. I collaborate with supply chain team members for new/changed orders. Work closely with logistics to ship orders and meet customers’ requests.
Each day is very different in my role. In addition to working with supply chain and logistics throughout the day, we may also work with quality, regulatory, finance, and warehouses- depending on situations that arise.
I support several business managers within the organization. We work closely with our business managers regarding pricing, forecasting, supply, new customer set up, quality, samples, etc.
A non-negotiable for myself throughout each day is to stay as organized as possible. I have processes in place as each day is different and falling behind can have negative impacts.
Q: FAVORITE PART OF YOUR JOB?
A: I truly enjoy my role in customer service and providing world class customer service. No situation is the same, and we do not always provide good news. However, we have an opportunity and obligation to provide great customer service to each customer and make each interaction a positive experience. My philosophy is that we are all customers and would expect the same with every interaction we have with businesses.
Q: WHAT’S UNIQUE ABOUT WORKING FOR OUR ORGANIZATION?
A: SMC employees wear several hats each day. We all work as a team, and we do whatever it takes. Whether it be customer service, supply chain, logistics, warehouse- we do what it takes to meet the end goal.
Q: WHAT’S SOMETHING SURPRISING THAT NOT MANY PEOPLE KNOW ABOUT YOU?
A: I have run many road races. My most proud achievements are completing 2 half marathons.
CURRENT BINGE-WATCHING SHOW?
A: Blacklist
Q: NAME ONE THING ON YOUR BUCKET LIST.
A: Take a trip to Italy.
When Tina isn’t crushing it with her awesome customer service skills, you’ll find her outside with her friends and family. She loves hiking, snowshoeing, paddleboarding and more!
Thank you, Tina, for letting us get to know you a little better. We look forward to watching your career here at SMC Global.
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