Each year Guaranteed Returns selects three recipients for the Top Service Representative Award. Recipients are chosen based on their ability to provide excellent service and quality of work. This is the third and final blog introducing our Top Service Representatives.
Carmelo Declet joined Guaranteed Returns in February 2005 and provides onsite service for Puerto Rico. GRx is privileged to have Carmelo on our team and we wrote this blog article to give you the opportunity to learn more about Carmelo and what makes him a Top Service Representative at Guaranteed Returns.
1. Tell us a little bit about your background and why you think it helped you become one of GRx’s top Service Representative.
After I received my Bachelor’s degree in economy and finance from the University of Puerto Rico, I had the opportunity to become department managers at several well-known retailors. I used my department store management experience to transition to sales representative positions for consumer and commercial products organizations like Intercraft and Newell Rubbermaid. The experience, skills and knowledge I gained throughout these years undeniably prepared me for my position with Guaranteed Returns. My wide variety of positions has allowed me to gain customer knowledge from all different perspectives and has greatly benefitted me as a Service Representative.
2. If you could offer one piece of advice for the other Service Representatives in the field, what would it be?
My one piece of advice would be to understand both your customer and the service you provide to your fullest ability; create connections with your customers so you become a valuable resource to them and their pharmacy operations. Once you create this connection of deep understanding with your customers, you are able to provide your best service based on what they need and want.
3. How would you describe your service strategy?
My strategy as a Service Representative focuses on becoming a part of my customer’s success as a pharmacist, pharmacy owner or pharmacy director. Getting to know my customers by understanding what is important to them and what their level of expectations are, is an integral part of my strategy. I aim to be a valuable part of their operation and exceed their expectations. I want my customers to have a pleasant and satisfactory experience each and every time I am there.
4. What traits do you think make up the most successful Service Reps?
Successful Service Representatives need to be self-disciplined, communicative and adaptable. As a GRx Service Rep, we work independently in the field. Even though we have a great support system we must be able to self-motivate everyday. Communication is vital to me as I provide service in Puerto Rico and I am speaking a different language. I make sure my communication with our corporate team regarding my customers and service is clear and consistent. I have learned that every customer and pharmacy is different. Whether it’s the amount of space you have to operate or the way they like their service completed. I have learned to adapt to each situation and environment while providing the same level of great service.
5. What is your favorite part of being a GRx Service Rep?
I love arriving to my accounts everyday and knowing I am a positive part of their operations. Over the years, I have created not only business relationships but personal ones with each of my customers. They are always happy to see me, which makes my job fun and exciting.
6. What motivates you?
My work as a Service Representative is highly rewarding. Besides working for a great company, my motivation lies in the feeling that I have when I come home from work everyday. I have the opportunity to meet and develop relationships with a wide variety of people and I learn from each experience how I can improve and better my service. I take pleasure knowing that I contributed to my customer’s success as well as the success of Guaranteed Returns.