When a customer has a question or needs a solution, their first point of contact is often Tamro’s customer service – specifically the Etulinja team (Frontline team). These frontline professionals are the most visible part of our customer service, and their mission is clear: to ensure excellent customer satisfaction amidst thousands of monthly enquiries.
Their work is diverse and carries great responsibility. It includes direct communication with customers, problem-solving, order processing, investigating various issues, and providing accurate answers. Information must flow quickly and reliably. Working in Etulinja requires precision, expertise, and the ability to retain a vast amount of detail. While regulations and operational guidelines steer the work, the customer is always at the heart of everything.
But Etulinja doesn’t work alone. Tamro’s customer service is made up of four specialised teams, each responsible for key tasks such as onboarding new customers, maintaining customer data, sending out customer bulletins, creating user credentials for systems, and ensuring promotional pricing accuracy in our ordering systems.
Together, the teams serve not only our customers but also other Tamro departments – collaboration is the key to ensuring a seamless customer experience and successful deliveries.
Justus Mäyrälä, Team Lead for Etulinja, describes working in customer service as independent individual work within a team. Everyone has their own areas of responsibility, but support is always available when needed. In Etulinja, strong customer service skills, collaboration, and a genuine desire to help are essential.
What unites the team is a shared motivation: everyone wants the best for the customer,” he says.
Kaija Koskusoja, a member of the team, enjoys the human interaction her role offers. For her, the most rewarding moments come when a challenging customer situation is turned into a positive experience.
A satisfied customer gives all of us a real sense of achievement.”
Tamro is celebrating its 130th anniversary this year. Throughout the year, we will share stories from Tamro’s rich history and introduce the dedicated teams who work with determination, expertise, and heart.
Read more about Tamro's roots and follow our Linked in -account.
