For Evelyn Knowles, one of the Customer Service employees specializing in Parts for NJM Packaging, it’s all about having the answers when she fields a customer phone call.
“The number one question I get is, ‘Do you have the part I need in stock?
How much will you charge me?
And how fast can you ship it?’” she says.
Evelyn begins by asking if the caller has the part number handy. If not, she asks for the machine model and serial number and goes from there. Sometimes she asks the customer if they can take a cell phone picture of the part, if they can’t identify it any other way. “If we can identify it right away they are given the price and lead time verbally and we ask if they need a hard copy quote sent to them via email,” she adds.
Other phone conversations begin with, “I have a new bottle or label I need to run, can you advise the change parts I need to order?” Concerning change parts, we advise the customer to send us sample bottles/labels. Once those are received, they will be evaluated by engineering and at that point we can go ahead and quote the necessary change parts out to them”, says Evelyn.
In addition to offering standard warranties for our equipment, NJM also offers extended warranties and preventative maintenance e-programs. Our Parts Departments stock thousands of different parts in the Lebanon & Montreal offices to assure fast, efficient fulfillment of all parts orders, minimizing downtime and loss of productivity. You may talk with Holly or Norm in our Lebanon office, or Sylvie, Rod, & Catherine in our Montreal office when you call to place an order for your parts.
Whomever you talk with, each one will bring a smile to your face. Being a friendly employee as well, Evelyn is also likely to ask about the weather and your family when you call. So don’t hesitate to contact her, or any of her colleagues in Customer Service, when you need help.
You can contact us for Parts whichever way is more convenient for you:
Call USA Office (603) 448-3940
Call Canada Office (514) 337-2289
Do you have a success story to tell about NJM’s Parts Department?
Coming next time: Service Calls!