Operations and Support

Lisa Roberts

Customer Service Director, North America

Areas of expertise

+ Process improvement
+ Cross-functional team leadership
+ Business processes
+ Operations management/sales
+ Customer relationship management
+ Team building

Specialties

+ Customer advocacy
+ Customer service
+ Project management
+ Logistical management
+ Transportation outsourcing

What are your responsibilities at Envigo?

I am responsible for ensuring our customer service teams throughout North America are meeting the daily needs of our customers, both internal and external. I liken our work to a bicycle wheel. Customer service is at the center. All the spokes are the different departments throughout Envigo and the customers are on the outside, where the rubber meets the road. It’s our job to make sure everything stays connected and that we communicate well with all departments within the organization and our customers.

I also keep our senior leadership team apprised of anything good, bad, or indifferent — making judgements on what they need to know at that level. I look ahead to what customer expectations may be in the next year, five years, or 10 years. I analyze the short and long range forecasts to make sure they are on the appropriate team leader’s radar to better help us prepare for the future. For instance, switching from email to instant chat or texting orders versus faxing them. Always being on the cutting edge of what is expected from our customers.

What inspired you to pursue a career in science?

I started out as an animal care technician because I needed a job. I then realized what we actually did as an organization and fell in love with being a small part of making people’s lives better. Both of my parents had medical conditions. Working here makes me feel like I’ve done something to help them and others. It’s always fascinating to me to think pharmaceutical and biotech companies are working on drug discoveries, etc. and we play a small role in that process. Our customers rely on us to make sure we give them what they need so they can do their jobs effectively to help further mankind and science. This work quickly became, and continues to be, a passion of mine.

What are some key attributes to being successful in your role?

I think longevity. It’s no longer common to be in a job for 30+ years. Those who’ve done it have the advantage of developing and growing within the organization and are a part of a company’s history. You know what has worked, what has not, and can use that to plan a successful future. Having a wide knowledge base of how different departments work in a variety of scenarios also gives you the ability to make quick decisions. Longevity has also afforded me the opportunity to build relationships with our customers. I’ve worked with some of the same people for decades. That builds trust and overall success with our customers and ultimately for our business.

What are the best parts of your job?

Serving the customers. I think I am a servant at heart. I tell those in my department you’re either born with the service gene or you're not. Customer service is my passion. I love working with our customers and solving any issues they may have. It can be challenging at times, but solving problems and making our customers feel appreciated and valued makes my job so rewarding. You have to trust and believe in the product you’re selling or service you’re providing and have faith in in your organization’s values. It’s not only about the revenue we process, but the relationships and trust we build with our customers. They are our partners in solving the scientific needs of our world. We may only play a small role in the medical discoveries that occur, but we are focused on our customers’ success in all we do.

Which career achievements make you proud?

There are many major projects that I have participated in over the years, to pick just one is difficult. Each had a significant impact on who I am today. A few, however, do stand out. First, the initial implementation of our order processing and fulfillment management system across the United States and Europe. This was one of my first, major project undertakings. It was also my first trip out of the country. At this time I travelled to six different countries in less than a year.

I also helped develop and implement standardized processes and best practices for our global customer service groups as Global Customer Service Manager. I’m most recently proud of how quickly and seamlessly we set up equipment, systems, and practices to transition our customer service teams to safely work from home during the COVID-19 crisis and global pandemic.

What are some of your favorite things to do outside of Envigo?

I have become a health nut — in terms of both mental and physical health. I like being active and love to cycle. I enjoy being outdoors, landscaping, and working on home improvement projects. I also love spending time with my grandbabies. I have a new puppy named Princess Fiona. She is my world. I enjoy Jeeping, though I’m not sure that’s a word. I have a very “pinked-out” Jeep and love taking the top off, the doors off, and just enjoy driving on the weekends.

Please contact us if you have a question for Lisa or would like to learn more about our customer service systems and practices. 

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