Meet Paul Whelan: Driving Efficiency in Bartelt’s Parts Department

Paul Whelan and the World of Packaging Machinery

Step into the world of packaging machinery and meet the man behind Bartelt’s seamless parts operations – Paul Whelan, our dedicated Parts Manager. With years of experience and a deep understanding of the industry, Paul plays a vital role in ensuring that our customers have access to the right parts at the right time. Join us as we dive into Paul’s expertise and the crucial role he plays in keeping our operations running smoothly.

The Role of the Parts Department in Packaging Machinery Operations

Question: How would you describe the role of the Parts department in supporting the overall operations of the packaging machinery?

The parts department plays a critical role by providing high-quality parts, on-time delivery, competitive pricing, and ensuring optimal performance of our customers’ machinery.

The Team Behind the Scenes

Question: How many people are in the parts department, and what are their roles?

Our parts department consists of two dedicated customer service representatives, Debbie and Suerita. Debbie focuses on research, including locating part numbers and drawings, while Suerita manages orders, particularly for international customers, and handles quoting.

Setting Goals for Customer Satisfaction

Question: What are the Parts department goals?

Our primary goal in the parts department is to consistently deliver high-quality parts to our customers in a timely manner, ensuring their satisfaction and operational efficiency.

Key Responsibilities for Smooth Machinery Operations

Question: What are the key responsibilities of the Parts department in ensuring the smooth functioning of the machinery?

Our core responsibilities include ensuring the smooth operation of customer machinery by providing accurate parts and ensuring they are promptly delivered. We maintain meticulous records of customer serial numbers to facilitate efficient parts management.

Inventory Management and Customer Prioritization

Question: How do you prioritize and manage parts inventory to meet the needs of customers?

We manage inventory dynamically, responding to daily fluctuations in customer demands. Some require immediate pricing inquiries, while others have urgent operational needs. Our goal is to meet every customer’s needs promptly.

Responding to Urgent Requests and Minimizing Downtime

Question: How do you handle urgent requests for parts and ensure timely delivery to minimize downtime for customers?

Urgent requests are prioritized based on severity, whether received by email or phone. We expedite orders to ensure next-day shipping, minimizing downtime and maximizing customer satisfaction.

Collaboration Across Departments

Question: How do you collaborate with other departments, such as Service, to meet customer requirements?

Collaboration with our service department is crucial. Service technicians rely on us for timely parts delivery to maintain customer equipment. Effective communication ensures we meet customer requirements accurately and promptly.

Success Stories: Going the Extra Mile

Question: Can you share an example of a challenging situation or customer request that the Parts department successfully handled?

We had a customer who received the wrong part. Fortunately, we had the part he required in stock. As it was late in the afternoon and UPS had left the building, Debbie personally took the part to her local UPS store and shipped it overnight to the extreme satisfaction of the customer.

Managing Backorders and Communication

Question: How do you handle backorders and ensure timely communication with customers?

Managing backorders involves close coordination with our purchasing department to track overdue parts. We maintain open communication with customers, updating them on expected shipment dates to manage expectations effectively.

Building Customer Satisfaction and Long-Term Relationships

Question: How does the Parts department contribute to customer satisfaction and build long-term relationships with clients?

We prioritize on-time parts delivery, rapid response times for estimates and orders, and consistently high service standards. These efforts cultivate long-term relationships and ensure customer satisfaction.

Efficiency Through Streamlined Processes

Question: Can you describe any initiatives taken by the department to improve efficiency or streamline processes?

Recently, we implemented an email-to-case system, enhancing efficiency in processing and shipping parts. This streamlined approach allows us to track requests seamlessly from initial inquiry to delivery.

The Heart of Bartelt’s Machinery Support

Paul Whelan and the Parts department at Bartelt Packaging serve as the backbone of our machinery support operations. Their commitment to providing high-quality parts, rapid response times, and innovative solutions ensures that our customers’ packaging machinery runs smoothly and efficiently. With a focus on customer satisfaction and operational excellence, Paul and his team play a pivotal role in fostering long-term client relationships and contributing to the overall success of Bartelt Packaging.

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