Employee Stories

The People Who Care For People: Marica Krikler, Customer Solutions Coordinator

Marica Krikler is a GLBC Customer Solutions Coordinator in the Folding Carton, Retail Packaging Division. She joined GLBC during the height of the COVID-19 pandemic, a strange time for the entire team. But despite the restrictions that she and her teammates had to work within, she quickly established deep connections. Marica is a person who truly enjoys other people, and that kind of positivity is infectious. We love what she has brought to the group.

GLBC Customer Solutions Coordinator – Marica Krikler, all dressed up for 80s Day

How long have you worked in customer service?

Quite a while! My last job was similar to this job. Prior to that, I drove a tour bus and that’s just customer service all day. You have to be smiling, sure of yourself even when you’re not, and make people feel safe all the time. They have to trust you, or they won’t have a good time.

How did you come to be at GLBC?

I had always heard it was a great place to work, and I had print experience in my last job, a company that prints calendars. I had a lot of experience with all of the different layers of what it takes to get something printed and sent out the door. I also like talking to people and I didn’t get to do enough of that in my last job. But now I do!

What are your keys to success in customer service?

Come in each day with a fresh perspective. When you’re speaking to a customer, it needs to feel like they are the only one. I always have about twenty customers on the go, but they don’t know that. They all deserve to be treated like VIPs. It’s their world and we’re just visiting.

What’s the most interesting thing about the job?

No two days are the same. There’s always something new to learn. Every day I have a moment of “I didn’t know that”. Someone on the team will tell you or you just figure something out on your own. Some days you think you know where your day is going to go, and you get a call and everything changes. This work isn’t linear.

What’s the most rewarding thing about the job?

The relationships with customers. I have a few key accounts where they really know and like me. They show me pictures of their vacations. They trust me. Also, I love just being able to see when something goes out the door. It’s fulfilling. There are a lot of steps to getting that project finished. Every project has a finish line with visible results. Plus, a lot of the customers I have are local and I see their products everywhere. I work in all industries, food and beverage,  nutraceutical, distilleries, the list goes on and on.

What are the biggest challenges you face?

A lack of control. There are some extenuating factors, for example: COVID-related supply chain issues, that we couldn’t control but really affected our customers. Telling a customer that something is a few days behind is hard. But customers appreciate transparency. Make that phone call right away. There are so many moving parts, and we can only do our best.

What advice would you have given yourself going into this role?

Always be honest. We sometimes tend to dance around the answers to questions or put off sending an email because we’re worried about the response. But it’s always best to be very transparent and upfront. And don’t sweat the small stuff. It’s good to look at the bigger picture and know that it will all work out. In the moment, it’s stressful but you let go and move on.

What’s been your favourite experience at GLBC?

Because I was hired during COVID there were so many events I knew about that we weren’t able to have. The first event I got to go to was so great. I think it was a BBQ. I was able to talk to everyone in different departments and there was such a weight that was lifted off of everyone. Around that time, we also had an 80s day. Just to see everyone’s costumes and see how excited they all got was wonderful.

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