In the fast-paced world of shipping, the best customer experience comes from experience.
Wintry Norway appreciates a sunny visitor. This time we have two: Donna Pallonetti and Elke Freisens – office managers for our US and German departments respectively.
We figured it was time we put the spotlight on them and their indispensable contributions to our company’s evolution. After all, it is thanks to our local champions Hatteland Technology has become a global brand. And since the two are in Norway for a sales meeting, the stage is set for a sit-down with two of our most experienced colleagues.
Global companies need local stewardship
Curious to know what their roles entail, and how they go about their work, we invite the pair for lunch. The first thing that strikes us is the humorous tone between them.
It is clear the two know each other well and have plenty in common. If nothing else, they’ve both been on board the same ship for a long time.
- I was hired to help Hatteland Technology set up shop in the US, Donna begins. – Can you believe 16 years have gone by?
Starting with a blank canvas, the New-Jersey-girl-turned-San-Diego-resident proved instrumental in giving Hatteland Technology a foothold in the United States. Thanks to a talent for customer support – she had become the first female Director of Sales Administration at her former company in New Jersey – Donna knew how to bridge customer needs with business realities.
– I’ve worked in customer service since I was a teenager
and always loved it.
Bit by bit, she and her team helped build Hatteland Technology’s name and reputation in North America and beyond.
- I’ve worked in customer service since I was a teenager and always loved it. I’m an outgoing person, which I believe is crucial for a role like mine, because so much of my day is connecting with customers and colleagues, she explains.
A natural for her role: Donna Pallonetti has always enjoyed
connecting with customers and colleagues.
After all these years in the business, few scenarios are completely new to Donna. Yet the shipping industry has a way of serving up plot twists and unique challenges. The upside is you never get bored.
- There are no two identical days. I handle orders and set things in motion internally. It can be fairly straightforward, but occasionally you have to get more creative. For instance, we sometimes get last-minute requests for products that might not be available, she says.
You would think customers would get the thumbs down in such cases, but not necessarily. Elke explains how hers and Donna’s long careers at the company have given them the experience needed to come through for the customer, almost without exception.
- Marine hardware takes time to produce, and we can’t magically make it appear. But when you know the organization as well as we do, you know who to call, what locations might have spare units, and so forth. Instead of “sorry, out of stock” we try to tell the customer “Let me see what I can do”, she says.
"Let me see what I can do": Even for last-minute requests,
Elke has an ability to come through for her customers.
As our Office Manager in Germany, Elke has a similar role to Donna’s, except she is also a Senior Sales rep. She had a degree in Industrial Business when she started out in Hatteland Technology, something that proved a solid foundation for her combined role.
– I'm working for Hatteland Technology,
but I'm also working with the customer.
Along the way, she has developed skills in finance, marketing, production, and even procurement. It’s a varied job that seems to suit her perfectly.
- I have an affinity for ERP systems, she says and laughs. – And I like working with people, I like conversation. In my job, you need empathy, so that you're able to see the situation from the customer's perspective. I'm working for Hatteland Technology, but I'm also working with the customer. I’ve actually been here since 2003, so even longer than Donna.
Seasoned multitaskers
Elke came into Hatteland Technology through an online job ad – something of a novelty back then – for what to her was a “completely unknown Norwegian company”.
- Somehow, I was drawn to it; I couldn’t quite make sense of a maritime supplier establishing an office in the middle of Germany, but it got me interested. So, I applied and before I knew it found myself in Nedre Vats*, touring the factory and learning the ropes, Elke says.
- When you flew into Haugesund, were you too picked up at the airport by Torhild?
Donna asks. - Oh my, yes! All I had to help me pick her out of the crowd was a small picture in a company brochure, Elke says and gestures.
As office managers and sales reps, Donna and Elke must be on top of internal and external matters alike. That means dealing with everything from industry events, company cars, budgets, sales, support, HR, and more. Over the years, the two colleagues have become masters of multitasking.
- What we do is a balancing act. Everything that happens in the company, at least speaking for the US branch, lands at my desk at some point, Donna explains, drawing nods from her German colleague.
- You are in many ways the central touch point for all inquiries, be it from co-workers, customers, or suppliers. And as a global company, you also work with people on the other side of the world. Sometimes you wake up to Japan calling, Elke says with a smile.
*) The town where Hatteland Technology’s former headquarters and production facility was located.
A love for challenges
Observing the two, you see joy and genuine care for the job and the people they work with. They mention how they get plenty of curveballs at work, but it doesn’t seem to bother them. On the contrary.
- Do you know something – and I think Donna agrees with me – those extra challenging cases are also the most fun, Elke says and looks over at Donna.
- Oh absolutely, Donna confirms.
– (...) you can really move the needle for a lot of people.
We’re curious to know why that is. Donna explains how their customers are on the clock, and frequently under a lot of pressure.
- Remember, shipping is an intricate industry with huge sums and dependencies involved. If you deliver, you can really move the needle for a lot of people. That’s why it’s so satisfying to pull something out of the hat against the odds, she says.
Elke concurs.
- My favorite update to send a customer is “Your shipment is dispatched and on its way,”. They always get so excited, it feels good to know how much it means to them.
Eager problem solvers: Donna and Elke face plenty of challenges in their roles,
but insist it only makes work more fun.
An appreciation for Norwegian company culture
– Since day one, Hatteland Technology has felt like
an inclusive environment.
We ask if the customer engagement is part of the reason why they’ve both stayed at the company for so many years. And they both agree that good customer relations is an important factor. But they also point to a company culture markedly different from the norm in their respective home countries.
- Things are much more hierarchal in the US. At Hatteland Technology I have a direct line to any one of my colleagues, including the CEO. It is a very professional company, but relaxed. I want to express my sincere gratitude for the excellent training and ongoing support I've received, as well as the wonderful friendships I've built with my colleagues, Donna says.
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| Donna with Norwegian colleagues Ona Elin Eikeskog (leftmost), Torhild Ø. Skrunes, and Bente Stene (bottom right). |
Elke and Mario Largana-Domberg make up our German Team. |
- Since day one, Hatteland Technology has felt like an inclusive environment. I not only know my colleagues well, but in many cases their spouses too. That says a lot. Frankfurt is a long way from San Diego or Aksdal, but there’s a strong sense of unity here, Elke chimes in.
Behind the front desk
Though their careers are big parts of who they are, both Donna and Elke very much have personal lives as well. We ask them if they can tell us a little bit about who they are when they’re off duty.
- I was born in New Jersey to Ukranian parents. Growing up, that heritage was a big part of me, celebrating holidays the Ukrainian way, Donna says.
Though she moved to San Diego with daughter and son years ago, Donna says her roots are still deeply embedded in her. She often goes back to New Jersey to spend time with family and friends. And, true to her love for cooking, baking and hosting dinner parties, she has another surefire way to reconnect with her maiden culture:
- Pierogies. I make them exactly the same way that my Mother taught me, she says and smiles.
Tight lines: Donna enjoys deep-sea fishing.
Here from a visit to Aruba.
Elke lives in Langen, a small town close to Frankfurt, with her husband and two cats. She grew up in Germany but actually lived a number of years in the US, something her impeccable English is testament to. And when she switches to Norwegian(!) we realize Elke truly has knack for languages.
- I learned my first two words in Norwegian from my colleague Torhild's three-year-old son, in Nedre Vats. Gravemaskin and fiskestang, she giggles. – But I promise you I have picked up more useful phrases over the years.
As for hobbies, Elke’s big passion is running. She and her husband go to Austria each year to go trail running. If you think that sounds like hard work on top of everything else she does, don’t worry: She has the perfect remedy.
Above: Elke and her husband love outdoor running.
- I’m also a devout hobby-chocolatier. I take it quite seriously, too! I really get into zone, particularly around Christmas. Everyone knows not to disturb me when I’m at it – but I’m much more friendly when it comes to sharing the finished product, she says and laughs.
We bring up the movie Wonka and almost take it for granted that she has seen it.
- No, sir – we don’t even have any streaming services. We have too much other stuff to do!
Apparently, our office managers aren’t just busy at work. They’re busy off work, too. ∎
Part of the team: Donna and Elke are both part of Hatteland Technology’s international team.
Here from a meeting at Fornebu, Norway.
To learn more about Hatteland Technology and how we can assist your project, please visit our home on the web.
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