This is a story about delivering legendary customer service.
For more than 85-years, Dura-Fibre – a long-time Greif customer – has been manufacturing paperboard products in Menasha, Wisconsin USA. Today, the company purchases 1,000 tons of Uncoated Recycled Board (URB) from Greif’s Milwaukee Mill every month.
Moving this much material every month doesn’t come without its challenges. While not common, issues with delayed runs, incomplete paperwork, and missed trucks can and do happen.
Enter Megan Meneses-Lairy.
As a Greif Customer Experience Strategist, Megan was appointed to be the Customer Lead for Dura-Fibre. Working with their schedulers and purchasing agents, Megan’s first order of business was setting up weekly calls to make sure lines of communication were open and clear, and that everyone involved was on the same page. In addition to helping streamline Greif’s operations on the account, proactive communications guaranteed potential issues were addressed swiftly and resolved quickly.
From those calls, the team introduced a new, tailored stocking program for repeat items which helped reduce the need for weekly runs. Coordinating with logistics partners, Megan and the team assigned dedicated drivers and establish daily standing dock appointments which together, dramatically improved on-time delivery performance. Lisa Stephenson, Dura-Fibre’s Sourcing/Procurement Manager, went out of her way to praise Megan’s work, noting that in her 38 years in the business, Megan was among the best she has worked with.
At Greif, Megan is not the exception; she is the rule. In going above and beyond to deliver legendary customer service, Megan embodies the very best of Greif and the pursuit of our vision to be the best-performing customer service company in the world. Megan has moved us one step closer to that goal and so on behalf of everyone at Greif, we are proud to recognize her for her work.
Thanks for showing us what it means to #BeLegendary.
