Meet the Sinclair customer service team
Sinclair is more than just labels. We go above and beyond to provide support, service and create a lasting partnership with our customers. You tell us your objectives and we’ll customize an entire solution to fit your operational, geographic and business requirements.
Today we hear from our Customer Service Manager Natasha Newton and how her team contribute to this:
What does your team do?
All things Customer Service, which doesn’t only consist of customers placing orders! We are the forefront (sometimes battlefront) of Sinclair, fielding customer enquiries, artwork requests, item creation (SKU some say) and label order, label production coordination right through to invoicing and credits, we field and coordinate customer complaints and deal with compliance questions that is a ‘hot topic’ currently with the launch of our T55 material. No two days are the same. We have an excellent Customer Service European team, that includes, Spain, Italy and Poland. We are a close team that strives on helping each other and ensure our regional knowledge is European wide. Customer focus is our key core value.
How do you ensure customer inquiries are dealt with in a timely manner?
The expectation of the team is to prioritise workload, with labels orders always processed first. Each representative is assigned their own regions in which they build strong relationships with our customers directly and a sense of trust is built. Through experience and drive, each member will ensure that each email received is processed in a timely manner, always same day, unless we are relying on information from a different department. The important part of our process is sending a holding message. This ensures we are managing customer expectation in the right way. In this new era of communication, at least 95% of our comms are through email. We miss the days, where the phone used to ring!
What are your biggest challenges?
Our biggest challenge can be time zones, especially working with Australia and New Zealand. Also, understanding different cultures and styles of working. One of the key skills necessary for Customer Service is ‘Adaptability’. Global consistency is a key objective for 2025-2026, in which we must standardise our processes across the globe. Spending time in person with each of our entities and agents is paramount to training, building trust and formalising the benefits of global standardisation.
What is the best part about working at Sinclair?
There are so many great advantages and rewards working at Sinclair. I feel proud being part of such a unique and innovative company. After all, Sinclair is a pioneer in the development of patented technology in automatic high-speed fruit-labelling systems. I absolutely love having a small role in the development of new labels. So many amazing labels. I am also very lucky to work with fantastic people. The culture here at Sinclair is such a healthy and friendly one; and working alongside my colleagues (in my department but also any department) all day is such a privilege.