Taking the Total Team Approach
Killer Brownie® works across departments to deliver premium service to customers.
At Killer Brownie®, we are dedicated to providing exceptional service. When customers place an order with us, our team is with you every step of the way to answer questions, share updates, and offer support.
We understand the challenges you face, such as slow response times, impersonal service, and feeling that your needs aren’t being met. We aim to solve these problems with our Total Team Approach.
“Customer service doesn’t just belong to one department in a company,” Jessica Uttinger, Director of Marketing and Creative Services, said. “It’s a responsibility that falls on all of our shoulders.”
In this blog post, we’ll explain our Total Team Approach to customer service and discuss how it benefits you—our customers.
The Total Team Approach
The Total Team Approach leverages our sales, marketing, research and development (R&D), food safety/quality assurance (FS/QA), and customer service teams to meet our customers' needs.
“[With] the Total Team approach, [customers] know what all of our departments are working on, they know us by name, and they know they’re going to get a response quickly,” Chimene Mayne-Ross, President and COO of Killer Brownie®, explained.
The sales, marketing, R&D, FS/QA and customer service teams constantly communicate, working together at different phases of the ordering process to ensure customers have what they need to succeed with Killer Brownie®. Our goal is to exceed your expectations through high-quality service that is timely and approachable; we are all in alignment with our customer success goals, and that allows us to work seamlessly together.
The Team Players
Communication between teams is vital to ensuring timely and efficient customer service.
“When you’re talking to someone at Killer Brownie®, you may only be talking to an individual, but behind the scenes, you’re talking to all of us because we are all connected,” Katie Hartman, Customer Service Manager, said.
In our Total Team Approach, we constantly communicate, looping in team members across departments and working together on orders, customer support, and seasonal campaigns.
Sales
The Killer Brownie® sales team is here to help you discover the best brownie program for you and your customers. We’ll ensure that you’re aware of all of our product offerings, from bulk Foodservice slabs to various retail-ready options. Not seeing a program that fits? We’ll happily work with you to create a special program that fits your unique needs.
Additionally, the sales team works closely with the marketing and customer service teams on customer follow-ups, sample fulfillment, and digital marketing collaborations—all of which support you and your success with Killer Brownie®.
Research & Development
The R&D team members are the geniuses behind our innovative flavors. They’ll work with you to create an amazing product that best fits you and your customers’ needs.
Customer Service
The customer service specialists provide top-notch sales support throughout the entire ordering process. The team is in constant contact with sales and R&D, providing consistent updates on customer orders and answering your questions.
Food Safety/Quality Assurance
The FS/QA team upholds our high standards of food safety and quality and our customers’ standards. The team will work tirelessly with customers to ensure that the product complies with their quality standards through routine testing, documentation, and food safety and quality procedures. Alongside customer service, we also investigate and resolve complaints about products and orders.
Marketing
At Killer Brownie®, we want to ensure that our customers are successful with our products, and the marketing team assists in this goal through campaigns, social media promotions, and point-of-sale materials. We’ll work with you to craft campaigns to increase brand awareness and push consumers to shop with you. Additionally, we’ll happily provide marketing materials to promote the product in your stores and make merchandising a breeze.
Exceeding Customer Expectations
We don’t just want to meet customer expectations; we want to exceed them. The Total Team Approach uses all our teams to create a smooth customer experience through excellent service, transparent communication, and prompt responses to queries and concerns.
“We want [customers] to feel like they’re right here with us,” Chimene said. “So, we’re approachable, we want them to know our names, and we want them to feel heard with their requests and needs in a timely manner.”
With this approach, customers will receive well-rounded support. Due to our open communication between teams, we can work on problem-solving together, resulting in faster response times.
“When we’re all able to bring our minds together, we come up with the best possible solutions,” Sarah Mooney, Senior Product Development Specialist, said.
With the Total Team Approach, we are with you through every step of the ordering process. Through fast and effective communication, teamwork, and a desire to see customers succeed, we provide an elevated customer service experience that breeds success long after the product arrives at your stores.
“[Customers] can trust every day that when [Killer Brownie®] shows up, we’re going to do it right, and we’re going to exceed their expectations,” Jessica said.