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In our NORMAPeople series, employees around the world talk about their day-to-day work, how they came to the company and what they appreciate most about their jobs.
Paul Jensen has been with NORMA Group for more than twelve years. He started his career with the company working in the warehouse and is now a Customer Service Officer at our site in St. Marys, Australia. In this interview, he talks about his career at NORMA Group and his wishes for the future.
Paul, what were your tasks when you worked in a warehouse?
I was responsible for receiving deliveries as well as for picking, packing and invoicing customer orders. This work also involved operating a forklift and other equipment used for storing goods and taking stock to keep an overview of our warehouse.
How did you end up working as a Customer Service Officer?
About eight or nine years ago, I was asked to help with customer service at our St. Marys site. I was a little hesitant at first, but gradually as my knowledge of the product grew, I realized that there was no reason for me to be hesitant and my responsibilities became more and more fulfilling.
In what way?
As a Customer Service Officer, my job is very diverse: I support customers and our Sales Managers with any questions they might have. Sometimes this is done on the phone, by e-mail or in person, and I provide them with the product knowledge they need. Another part of my job is order processing – I provide customers with the information they need and help them to answer all inquiries, from questions about specific products to price-related questions.
Do you have certain routines in your daily work?
I like to get up early, have a coffee and listen to music. I try to get all the tasks that require a lot of concentration done first thing in the morning so that I’m not interrupted by incoming calls.
What do you like most about your job?
I make every effort to establish a positive, friendly relationship with our customers using good communication and a solution-oriented approach. Empathy and extensive knowledge of the products are essential for my daily work.
“It makes me really happy when I can support my colleagues and our customers.”
We are a strong team and my colleagues are great. We support each other in every way and can always count on each other.
What would you say was your fondest experience at NORMA Group?
It’s tough to say because I really enjoy most days, but I was very happy to receive the APAC Star Award. The APAC Star is an award that recognizes outstanding employees in the Asia-Pacific region who demonstrate NORMA Group’s values in their daily work – it was a tremendous honor for me.
What do you most look forward to every morning?
To my first cup of coffee.
And what do you like to do in your free time?
I go on long car trips with my family, watch sports and look after my garden.
Last but not least: What are your goals for the future?
I want to continue to do the best job I can do and help the company to grow further.
