ALCAD Home's Commercial Administration area: personalised customer service for each order

Marga Balerdi, Marta Francés and Andrea Suárez (from left to right, in the picture) make up the Commercial Administration area of ALCAD Home. Their work is fundamental in the day-to-day running of the company, as they act as a connection between the client and the company in many aspects: order management and administrative documentation, coordination of transport, management of sales support...

ALCAD Home's commercial activity would not be possible without the correct functioning of the Commercial Administration area. Our team ensures that customers receive personalised attention every time they order an ALCAD product, coordinating a complex process that connects ALCAD with more than 60 countries on five continents:

• Order management.
• Global management of administrative documentation.
• Coordination of transport for export orders.
• Sales support management, in coordination with sales managers.
• Internal management of customer requests addressed to other areas.
• Etc.

Trust, close treatment, flexibility and speed of response are some of the characteristics that our clients value most, as Marga Balerdi, Marta Francés and Andrea Suárez explain.

Marga Balerdi: "We are close and empathetic with the client"

Marga Balerdi has been in the company for 25 years and is responsible for the French and Dubai markets, as well as some Spanish clients. She also supports the management of the Business Unit. "It is up to us to provide the best possible service to our customers, responding quickly and efficiently to their requests, as well as supporting the sales managers and, in my case, the management in their various needs," she explains.

What are our strongest points?
I think it is the good relationship with the customer and a good service that we are always trying to improve, while offering a quality product.

After such a long time, have you established a relationship of trust with your customers?
Yes, there are many customers who have been working with us for years. The relationship, as well as being professional, is very cordial and even fraternal.

In this sense, what do our clients value most in the service we offer?
I think that, in addition to the product, our customer-oriented value, reflected in the closeness and empathy we show with them, both in the factory and in the sales network.   

How have the processes changed since you arrived at ALCAD? Does the difference in culture or customs with foreign customers have any influence on the way you deal with them?
The processes have changed a lot, both in terms of the IT tools we now use and in terms of communication. We now use more emails, Whatsapp and other means, which makes it easier to contact clients from abroad despite the time difference. The cultures are different, but I think that the way we treat and do business is quite globalised, taking into account that each country has its own specific customs and needs.

Marta Francés: "Clients value our speed and flexibility"

Marta Francés has been with ALCAD for 22 years. She is responsible for the markets in Northern Spain, Africa, Southern Europe and Turkey. "Together with the sales team, we are the connection between the customer and the company. We are in charge of receiving all the orders, processing them, preparing them and organising the transport for their final shipment together, in some cases, with the Logistics department."

Moreover, "we also take care of answering any other technical or marketing questions that our clients may need, working with these departments to answer them."

What are our strongest points?
The fast service we provide to our customers.

After so long, have you established a relationship of trust with your customers?
Yes, of trust and friendship in some cases.

In this sense, what do our clients value most in the service we offer?
Speed, flexibility, quality in certain product ranges.

How have the processes changed since you joined ALCAD?
At the beginning, all the work was more manual, some customers sent orders by fax and so we did with the confirmations, which made the processes longer and more tedious.

Does the difference in culture or customs have any influence on the way you deal with foreign customers?
Yes, Europeans and Asians more or less keep up with us, but with other areas it is a bit more complicated.

Andrea Suárez: "The customer perceives our good internal functioning"

Andrea Suárez joined ALCAD only a few weeks ago, but she arrived with a solid background and extensive experience in multinational and/or international companies. Currently, her markets include Eastern Europe, Northern Europe, Czech Republic, Portugal, Asia, Oceania and the southern part of Spain.

How do you rate your first weeks in the company?
Very positively; the department has very professional people, with many years of experience, from whom I am learning a lot.

What has struck you most in ALCAD compared to previous experiences?
The good communication and coordination between the different areas of the company. I think that the client perceives this good internal functioning in the form of an efficient service. Our strong points are the speed and confidence in the service we offer our clients.

Any questions? Please contact us. We will be happy to help you.