Mari Jones, Customer Commercial Support

How long have you been with ForFarmers? Tell us a little bit about your background?

I’ve been with ForFarmers for nearly 11 years, starting in Customer Service before moving on to Sales Support and then into my current role in the Customer Commercial Support team. Having grown up on a farm, I’ve always had an interest in farming and so when I was looking for a job after university, ForFarmers felt like a natural fit.

What does your role in the Customer Commercial Support team involve?

In my role I liaise with both customers and Account Managers, to deal with any complaints and come to a timely resolution. We are also the first port of call for customers dealing with any issues around credit or when they have any queries about their invoice. To put it simply we provide a link between Account Managers and our customers to deal with any non-sales related problems.

What does the average day look like for you?

Most days normally start by looking at our CRM programme to check on the progress of complaints, and to see how many we can get solved that day. This usually involves spending a lot of time on the phone speaking to customers, as well as Account Managers and other members of the ForFarmers team.

We also handle any incoming queries and do a daily credits check. Each day as a team we also send out new account forms and process any incoming forms. Every week we have a review with production sites to see if there are any issues or patterns of complaints that we might need to look further into.

What do you like about working at ForFarmers?

I really enjoy being able to offer support to our customers and resolve any issues they are having. Offering this support means that in the long term we are able to continually improve the quality of our service.

On a personal level, ForFarmers have also offered me lots of support to develop and build my career. Moving into my current role I was given lots of training, as well as mentoring and help from the team. I always like to challenge myself to be the best I can be and so if there is a particular area I am interested in, ForFarmers are always keen to help and offer training wherever they can.

What do you do outside of work?

I’ve got four-year-old twins who tend to take up most of my spare time! However, I also like to engage my creative side and make jewellery. I find it’s a really good way for me to unwind and take some time for myself.