From Joensuu to the world: Customer service is the heart of Exel
They call themselves “the Minions”: a name to capture their collaborative spirit and dedication to keeping Exel Composites’ global operations running smoothly. The eight-woman customer service team, spanning seven languages and drawing on backgrounds from tourism to social media, serves as the vital link between Exel and customers across Europe, the Americas, and Asia.
“Our main mission is to communicate the customers’ messages to our Exel colleagues to best serve their needs,” explains Paulina Holma, customer service manager. “We’re usually the first encounter for customers; sometimes, it’s almost like working for the customer to get things done with Exel.”
Pauliina leads the team, which also stars Hanne Tuomisto, Mirva Heikkinen, Marja Kääpä, Jaana Saalasti, Laura Pesonen, Marianne Mutanen and Célia Perkkiöf. Their efficiency and professionalism is paired with a warmth and chemistry that belies the supportive, united culture they have created together.
Beyond customer queries
The team’s responsibilities go far deeper than handling customer queries. Main tasks include all different phases of the order-to-delivery process, like customer management, order handling, freight arrangements, and invoicing. The team plays an enormous role in the final step in Exel’s logistical chain, coordinating shipment deliveries from Joensuu and Mäntyharju to customers around the world. Customer service also includes providing order forecasting figures for the production team, handling customer feedback and potential claims, and coordinating communication across the company, including the sales, technical, and manufacturing departments.
This internal communication is the lubrication that keeps the Exel machine running; without strong links between the different functions that we perform, our ‘One Exel’ philosophy would be impossible. It’s reflective of one of the team’s greatest assets: their trust and reliance on each other allows communication when it gets chaotic.
“The production planner must provide the production schedule, the technical experts must identify the optimal technology, the warehouse must inform about the packaging details for transportation,” explains Hanne, customer service specialist. “We help these things happen at the right time in customers’ schedules, opening doors for conversations between them and our co-workers.”
Masters of logistics
Arranging timely and efficient transportation requires deep expertise from the team. For smaller customers especially, navigating the complexities of international logistics can be daunting. The customer service team’s relationships with and understanding of forwarding companies, shipping markets, and delivery options allow them to support any and every shipment.
Exel’s wide production range, from tiny tubes to bigger profiles and reeled products, means every shipment presents its own challenge. Products can be fragile, complex in shape, or require specialized handling. Working closely with technical experts and the warehouse team, customer service determines the optimal shipping method, balancing price, delivery time, safety, and reliability across air, road, and sea options.
This expertise becomes critical when customers face urgent needs. Many operate continuous manufacturing processes where delays can trigger sanctions from their own customers, creating a domino effect that could impact entire businesses and relationships.
“We do that every day,” says Mirva Heikkinen, customer service specialist, when asked about making a real difference for customers. “Urgent deliveries, on which their business depends, are called for frequently. The level of reliability that Exel delivers is vital for our customer relationships.”
As with all parts of Exel’s production pathway, sustainability is an important part of the team’s considerations. Every decision from material selection to production to end-of-life disposal should factor in sustainability. The method of transportation to the customer is no different.
The challenge of quick answers
The customer service team’s success depends on timely collaboration with colleagues across the organization. Each member has built knowledge and experience through their career. For the niche, specialized answers that customers need, they often rely on experts throughout Exel.
“We receive many questions from customers, and we need answers to do our job properly and fast,” Marja explains. “When we get that support from our colleagues quickly, the message to the customer is that they’re truly cared for.”
It reminds us that supporting the customer service team equates to protecting the customer relationships Exel has built.
People, people, people
When asked to describe their team culture, the answer is immediate: “People, people, and people. Their ability to work together to get the job done. Mutual support.”
That collaboration takes many forms. Team members with different language abilities step in to help each other communicate. Those with specialized knowledge of certain markets or products share their expertise. The seven languages spoken within the team — Finnish, Swedish, English, German, Russian, French, and Italian — become tools for collective success rather than individual advantages.
“Coming to work in the team is like being among a second family,” says Jaana, customer support specialist. “Why continue your working life somewhere you don’t feel valued, accepted, and supported? At least in Joensuu, few companies provide the opportunity to connect with such diverse cultures and viewpoints daily.”
These relationships extend beyond the immediate team. Some of Exel’s customer relationships span years and decades, with family-owned businesses where the contacts remain constant. The customer service team helps nurture these partnerships, building trust that becomes more valuable to all parties.
Through their coordination, expertise, and unwavering commitment to both customers and colleagues, Exel’s self-proclaimed Minions prove that behind every successful global operation stands a team that truly understands the power of people working together.
Got questions or want to learn more about our composites? Get in touch with us here.