Q&A with Federica
Federica is an Inside Sales Coordinator at Radiall Italy.
Q. When did you start working at Radiall and what did you do?
A. I began working at Radiall in 2019 as an Inside Sales Representative, and now I’m an Inside Sales Coordinator.
Q. Can you tell us more about your current role?
A. As an Inside Sales Coordinator, I support the sales team and facilitate seamless communication and operations between the company and its customers. Some of the responsibilities I have include:
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Customer Relationship Management (CRM)
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Sales support
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Order processing & administration
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Collaboration with other teams
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Problem resolution
Overall, I help connect sales, customer service and operations to ensure customers receive the best possible service while supporting the sales team in reaching their goals.
Q. What is a typical day like for you at Radiall?
A. No two days are alike, making my work dynamic and fast-paced. I juggle multiple tasks, including answering emails, managing customer orders, coordinating with teams and resolving customer issues–all while staying organized. I often face challenges that require quick thinking, such as inventory shortages, shipping delays and customer escalations.
Q. What's the best advice you have for people wanting to succeed in a customer service oriented position?
A. To succeed in a customer service role, focus on developing strong communication skills, including active listening, clear explanations and a positive, empathetic attitude. Adaptability and organization are key to handling changing situations and managing multiple tasks effectively. Be open to feedback, using it as an opportunity to grow and refine your approach.
Most importantly, maintain a positive and resilient mindset, even in difficult situations, to build trust and confidence with both customers and your team. By following these principles, you can foster strong relationships, earn customer loyalty and thrive in your role.
Q. What’s been your proudest moment in your career at Radiall?
A. One of my proudest moments at Radiall was when a long-term customer faced a major issue with a delayed order. By coordinating with multiple departments, I was able to resolve the problem and ensure the order arrived ahead of a critical deadline. The customer was extremely grateful, and our efforts not only strengthened the relationship but also led to an increase in repeat orders. It was incredibly rewarding to know that my work made a positive impact on both the customer and the company.
Q. How do you build relationships with customers and identify their needs?
A. Building strong customer relationships and understanding their needs are essential for success in customer service and inside sales. By being genuinely attentive, empathetic and proactive, you can better identify and address their needs, ensuring a positive experience. This approach not only enhances customer satisfaction but also fosters long-term loyalty.
Q. How would you define good customer service?
A. Good customer service means consistently meeting or exceeding customer expectations by providing helpful, responsive and personalized support throughout their journey. It’s more than just solving problems; it’s about creating positive experiences that build trust, loyalty and satisfaction. Ultimately, great customer service makes customers feel valued at every interaction, strengthening relationships and encouraging them to return and recommend the company to others.