Whenever you have a question or concern about our products, or prefer placing your order over the phone, our Premier Service team is only a phone call away. In 2014 alone, our friendly team helped just over 34,500 guests with refunds, replacements, product questions, product orders and Cooking School reservations. The month with the most calls? December, of course! Just shy of 8,000 of those calls come during the months of November and December when we are helping guests with their orders for the holiday season.
If you’ve been one of those calls, you may have been lucky enough to chat with Ellen, one of our Guest Service Representatives. Ellen has spent 8 years with us, and is a wealth of knowledge when it comes to remembering products from the past. Her first role at Stonewall Kitchen was in our Merchandising department as a Control Buyer.
Q: Can you tell me a little bit about your previous role in Merchandising?
A: The position was new for Stonewall Kitchen, which was great because I was able to mold it to best suit Stonewall Kitchen’s needs. My first challenge was to build a process to forecast sales and inventory for non-food items (referred to here as “hard goods”) that we sell in our retail stores and on the web. The key to this process was to maximize sales without being overstocked in inventory. Once that was accomplished, I turned my attention to our resale foods with the same goal in mind. I also worked very closely with our vendors to ensure on time delivery and work through minimum quantity requirements.
Q: No wonder you’re so familiar with our products from over the years! With your current role in Premier Services as a Guest Service Representative, you must talk to a lot of guests, especially during our peak season. Do you have any memorable moments that stand out to you?
A: We get many calls from our older guests and I really enjoy helping them because they are so gracious and appreciative. It’s such a nice feeling. Over the years I have even received flowers and gifts from some of them.
Q: You’ve seen a lot of products come and go over the years – do you have a favorite?
Q: What do you like to do in your free time?
A: I love to shop! I have been in retail for 40 years so I always love to see what’s going on out there for trends. I am also a HUGE fan of the beach. Any sunny day in the summer that I’m not working, I will always be at the beach in Rye.
Q: Why did you choose to work for Stonewall Kitchen?
A: I chose to work for Stonewall Kitchen because I love a challenge and I love to make a difference. Little did I know at the time, I’d also be joining a wonderful “family.” Out of the six corporations I have worked for over the years, Stonewall Kitchen has a work ethic and comradery like no other. It’s a privilege to be a part of the magic here.