Leading our customer care division is Erik Paulson, the Operations Director at Micvac.
Erik and his team handle critical aspects of customer needs including supplying packaging materials, servicing and supporting customers’ Micvac machines, managing technical improvement projects, and ensuring the quality and reliability of all supplied products. They also oversee the production of the patented Micvac FlexTray®, Micvac FlexValve® and sealing films, along with sourcing and pricing materials.
Hamsa and Raey, our sales coordinators, handle inquiries and provide solutions.
“Every customer query is unique, and we strive to address each one with the utmost care and efficiency,” Hamsa explains.
Raey adds, “Our role is crucial in maintaining the trust our customers place in Micvac.”
The customer care team at Micvac operates with two clear perspectives: handling normal operational topics and addressing exploratory topics.
“Normal operational topics involve daily questions and responses related to supply planning and optimization of quantities and timings for shipments versus customer needs. This is the daily operational pulse to keep customers fully satisfied and never miss a delivery,” explains Erik.
Exploratory topics involve advising customers on technical production-related issues, market-related topics such as recipes and packing formats, and sharing success cases from other countries.
“It’s common to have direct contacts through calls, messaging, and digital meetings, depending on needs, preference, and customer location,” Erik adds.
The team’s dedication shines through continuously.
“Our customers are industrial producers of food and don’t stop producing. Micvac’s supply and support must continue. It’s as simple as that. Customer Care keeps working,” says Erik.
The customer care team’s efforts directly contribute to Micvac’s mission of excellence. Their ability to support customers within their influence is a key enabler for customers to reach their KPIs, ensuring the right cost and margins. A notable example of the team’s effectiveness was when they supported a customer facing technical issues during a significant volume increase.
“Customer Care engaged by establishing a series of ‘on the shop floor’ live teams meetings with the customer’s technical experts and Micvac’s technical experts. The effect of the right competencies meeting and being able to see situations live was a very effective way to address root causes and solve the problem with quite small adjustments and low cost,” Erik recounts.
Building on our long-standing commitment to food safety, Micvac has recently achieved recertification under the new FSSC 22000 Version 6 standard. While we’ve been FSSC certified since 2014, Version 6 introduces even stricter requirements, particularly in areas like quality control and the cultivation of a robust food safety and quality culture. This recertification ensures that our operations continue to meet the highest global standards, providing our customers with enhanced confidence in the safety and reliability of every product and service we offer.
Looking ahead, the team is excited about future initiatives.
“The success of our customers is key for the success of Micvac,” Erik states proudly.
“The rapid growth we’re experiencing was inevitable. When you combine innovative technology and high-quality post sales function the results are going to be there. Supporting our customers’ success is a huge focus that continually drives us. The team is great, we have the right skills, we love our customers, and we have fun,” Erik concludes.
At Micvac, we are committed to the success of our customers. Our Customer Care team is here to support you – whether it’s optimizing your spare parts inventory or addressing technical challenges.
Reach out to us today to learn how our technology can help you achieve greater efficiency, reduce downtime, and consistently deliver high-quality, safe food products to your customers. Our Customer Care team are happy to engage in a mapping of needs.