2019 CSR All-Stars: Andrea LosKamp, Label Art, a Div. of WS Packaging Group Inc.
Customer Service Representative
Label Art, a Div. of WS Packaging Group Inc., Wilton, N.H.
Andrea LosKamp lives for labels. She understands the business, knows the presses and enjoys coming up with solutions that can save customers time and margin. Her husband doesn’t even think twice when he sees her peeling the label off any given item to examine it. Labels weren’t supposed to be the final stop on LosKamp’s professional journey. But, in spite of a few detours, customer service has always been the uniting factor between her experiences, which made her the perfect candidate for a job at Label Art. Interestingly enough, LosKamp studied history during college, and her first job after graduating was working at a history museum in western Colorado. When she decided to return to her native Massachusetts, she became a service planner at an industrial air compressor company—a position that required a lot of customer interaction and scheduling. “I loved figuring out how to solve the puzzle of piecing together customer needs/parts/technicians, so that we were more efficient, and the customer was serviced quickly and correctly,” LosKamp said. From there, she managed a state-of-the-art storage facility and enjoyed talking to people about why they were moving or storing. When the storage facility changed ownership, LosKamp wanted a job that involved working with people and wasn’t too far from the New Hampshire area, so she applied for an opening at Label Art. Learning about the industry was the biggest challenge, she admitted, though “fascinating,” nevertheless. It also helps that she loves her coworkers, many of whom have been with the trade printer for more than 20 years. LosKamp hopes to use the wisdom gained from her esteemed colleagues to become a mentor in her own right, as she delights in training new CSRs. Roughly 20 of Label Art’s larger accounts are specifically assigned to her, but she assists anyone that calls into the phone queue, or emails her directly or the general quotes inbox.
A typical day: One thing that I love about this job is that every day is a little different. On any given day, I am working with different departments to facilitate labels going out correctly or expediting an order. I could be working with a customer on a new project or a repeat order. Anything that helps the customer—from a complex task to getting their order moving forward or working up a quote for them—I’m always happy to [assist].
Her approach to customer service: I just attempt to be friendly and helpful. I also think that it is a good idea to remember to have the same friendly, helpful approach to your internal customers as well, since fostering good work relationships is beneficial all around.
How she keeps calm and stays inspired: I try to think of how I would want to be helped if I was the customer. I would want someone to stay calm, take my issue seriously, offer solutions or empathy, and explain things in a clear, concise manner.
Why she loves her job and the industry: There is always something new to learn. I almost never say “no” when a customer asks if we can do something that I haven’t heard of before, because often we can accommodate and I get to learn something. I also enjoy talking to people from all over the country.
Her proudest career achievement: I received Employee of the Month, which was pretty exciting. I have also recently had the opportunity to travel to our Rochester, N.Y. facility to help with training.
Her best advice: I think it’s always a good idea to remember that the customer is the reason that you have a job.
What she does for fun: I love to travel (anywhere and everywhere), hike and hang out with my nieces and nephews.