While a month in Australia sounds like a dream task for most people, Gihen was not the other side of the world merely for her own amusement. Sales Support tasks consist of calculations, writing offers, and coming up with ideas of how to creatively and flexibly meet customer needs – and she performed all of these with Sebastian Moerl, Managing Director of the Service Centre Australia. “In fact, it is largely down to Gihen that we successfully signed a five year long-term service agreement with Fortescue Metals Group (FMG),” he says.
“He’s kind,” Gihen is quick to interject. “I did a lot of the calculations and the reworking of offers. I also accompanied him on a trip to the customer and did background research.” For instance, discovering that FMG “owns land that is three times the size of Switzerland!”
The ethos of the Service Centre Australia is to view customers as long-term partners by building relationships, adapting to and changing with their market and operational needs. In the case of FMG, this means offering alternatives such as flexible contract types and workscopes. “Also, due to their 24/7 operations, reliability and, in turn, remote monitoring is really important to them. They simply can’t afford any downtime,” Sebastian explains. “It was great to have Gihen involved in this customer relationship from the beginning.”