Lincoln Industries

Two years ago this month Lincoln Industries introduced a new model for serving customers, including a new customer service team charged with the responsibility of managing the service needs of customers.

The team includes account representatives who work with operations and production planners to meet the day-to-day service needs of customers. As a result, customer satisfaction feedback scores have risen, especially scores for availability and responsiveness.

Bagher Tarkian, with more than 12 years of leadership experience at Lincoln Industries, was chosen to lead the team.

“Our team is the voice of the customer,” said Tarkian. “We are responsible for managing day-to-day quality and delivery activities, voicing customer concerns, improving customer relationships, and leading internal improvements that betters our service to customers.”

Strong communication is the driving force behind outstanding service, Tarkian said.

“Being responsive means we address our customers service needs quickly and then provide immediate feedback. The bottom line is that customers, when properly informed, can articulate their service needs. Our job is to continuously communicate between our planners, our operations people and customers to make sure those needs are being met.”

As a result, Lincoln Industries customer service people are not only expected to understand customers’ requirements; they are expected to lead teams that address improvements.

“Building stronger customer relations means knowing how to get things done for the customer,” said Tarkian.

“It requires an understanding of plating, logistics and quality. Our customer service people serve as a quarterback – people required to lead our Lincoln Industries team in a way that provides our customers with the best service possible.

Bagher Tarkian, Director of Customer Service and Material Management; Terry Dolan, Shipping & Receiving Area Lead; Ed Marek, Account Representative; Zach Becker, Account Representative; Luke Sanders, Sr. Account Representative; Farshid Sabetrasekh, Account Representative; Trevor Hanson, Account Representative; Bryan Fralin, Materials Manager and Production Planner; and Joel Sturgeon, Sr. Account Representative