Employee Stories

The People Who Care For People: Bridget Mattson, Customer Solutions Manager

Bridget Mattson is a talented team member in job transition right now: she’s slowly picking up more responsibilities as a Customer Solutions Manager for the Label Division and Retail Packaging Division, while she leaves behind her role as a Project Estimator for the same division. Bridget is bright, curious, kind, and full of life, and we know she’s going to be so appreciated by Customer Solutions Specialists (CSCs) in Labels.

Bridget Mattson – Job Transition – From Estimator to Customer Solutions Manager

Where are you at in your GLBC job transition?

It’s going to be a gradual transition. I’m going to be just learning customer service, the flow of things, the finer nuances. A lot of those finer things are what the CSCs want to change. I know I’m going to be a hands on manager as our team has a lot of senior staff with a lot of vacation.  A lot of the time, I may be jumping into a CSC’s desk. When I’m occupied with that, I’ll be trying to implement a new process or create a new website for team members, etc. By the end of the year, things will look a lot different. I just want to help the Labels team in whatever way I can. There’s nothing I absolutely won’t do or absolutely need to do.

What challenges do you foresee?

I think that in any customer service role, the biggest things that you can’t prepare for are the reactions of other people, like customer complaints or internal complaints. Customer service is about being able to recognize where someone else is coming from and defusing and solving the situation as best as you can. It’s definitely a skill and I see how the CSCs on my team have that skill of talking people down and dealing with problems very professionally. And that’s why GLBC has the reputation it does. That’s why people buy from us.

How long have you worked in customer service?

Except for working as the Project Estimator and Scheduler, I’ve been customer-facing since I was 16 years old. I was just a server at a restaurant and moved into management at that restaurant. Then I went into a senior’s home and managed their kitchen and was there for two years. That was a different kind of customer but very rewarding! In October, it will be five years I’ve been with GLBC! Team Labels for life.

How did you get the job at GLBC?

When I started, I went to university with the KBA operator at GLBC at the time. We studied financial services together. When I graduated, I decided I didn’t want to have that typical job at a bank. My colleague said, “Great Little Box…you would fit there. So, until you figure out what you want to do, you should go there.” So, I came in and had the seven interviews with everyone under the sun, and they picked someone else! But I got a call a week later and they asked me to be the Labels Scheduler, and I’m so glad I was asked to be in that division because I love it so much. I did that until Feb 2020.

When I said I was moving to Montreal because my partner got into school there, they suggested I step into Estimating and Purchasing, because I could do those things remotely. It was supposed to be a short-term thing. But it lasted. And GLBC is a big reason I came back to BC once my partner finished school.

I’ve gone so introverted in my role as an estimator that I have to pull myself out of that. During COVID I got less social too. It’s going to take some time, but I’m going to transition into working with customers again!

Why did you agree to be in customer service again?

During this job transition, I see an opportunity for there to be more knowledge within the team about production. If we could build the processes so that everything flows more easily in the department, that would be great. Who knows where I could take that knowledge? I love estimating, but you never regret making yourself uncomfortable and learning something new. I know I’m going to write a lot of SOP’s and learn a lot. Being a manager is thinking about your team’s success, not your individual success. As an estimator, it was different; I was just on my own. The CSCs have such a hard job and anything I can do to understand their pain points and make things better, I’ll do. I hope I can come up with solutions that suit everyone.

What do you find the most rewarding about being at GLBC?

There’s a lot. I find it rewarding to be part of a new product. Or let’s say we’re trying to implement a process, or a system and we eventually get to see how it benefits everyone, making us better. For example, when I was in scheduling, we implemented a new system that made us faster. That’s rewarding. I like being part of the change.

What advice would you have given yourself starting out at GLBC? 

You’re not ever going to want to leave! There’s always something new.

What’s your favourite memory of working at GLBC?

I hope that if you ask me that question in a few months it will be Mexico. I haven’t been to a Box Trip yet! So, my favourite memory is probably when we all did Tough Mudder together. I went up with Production guys and ran with the Sales team. It was really fun. I really love all the Halloween stuff we do too, the costumes and everything. It gets everyone involved.

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