Page 83 - Binder

Nomination Recognition 2017

Report by Individual Nominee

CATEGORY: CUSTOMER FOCUS

NOMINEE NOMINATOR DEPARTMENT
Robert Emens Nathan Luck Traffic 200350

Describe the situation or event related to the individual's or team's performance.

Rob has been a resource for special logistical requirements such as multiple phased dispenser installations
with unique challenges. For instance, hospitals in New York and New Jersey have very little storage and
staging space which requires a staged approach to shipping and installation preparation. This is especially true
when we are installing 4,000 or more dispensers in a single hospital. This type of coordination is very difficult,
especially when much of the project is outside of my control and lies on customer service, logistics, and the
various carriers we choose. Some special installation circumstances even required us to rent a mobile mini
storage unit and have it dropped off in the parking lot of a large hospital. Rob was instrumental in coordinating
this and working directly with the customer to coordinate on-time deliveries.

Rob continually pushes to ensure that customer needs are met, especially when carriers made mistakes that
would impact the customer. His persistence has helped solve numerous shipping and logistical problems that
would have negatively impacted the customer. He has immense knowledge of the logistics industry that he has
used to help keep our promises to our customers.

Rob's customer focus has been demonstrated by his persistence to see problems through to resolution,
regardless of his workload. Rob has been the primary resource in logistics on whom we can call directly and
get immediate assistance and a comprehensive plan of attack for any situation.

Describe in detail the individual's or team's notable behaviors.
Rob does what it takes, no matter how busy he is. He drops what he's doing to assist in any way he can. He
follows up until a problem is solved, regardless of who he is working with. Rob puts the best of his knowledge
into any answer to make sure he is helping out as much as he can.

What were the results of the individual’s or team’s behaviors?
Increasingly complex healthcare dispenser installations were made simple for customers because of Rob's
coordination with various transportation carriers. As a result, customers are more likely to have a favorable
impression of GOJO and continue doing business with us for years to come.

CONTRIBUTORS:
Jen Jackson in customer service was also an asset who helped Rob this year.

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