What does your team do at On?
Like our names suggests, the happiness delivery team delivers happiness to our customers, dealers and partners. We aim to deliver the WOW every day by providing the industry’s best customer service. We talk to customers on the phone, through email, live chat and social media to ensure they have everything they need. We are proud to represent On as the human connection to our global fan base.

What On teams do you work closely with?
The great thing about delivering happiness is that we work closely with almost every team in the company. We are always seeking information for our customers so we need to interact with just about everyone!

How is your team different from counterparts in other companies?
Our team is made up of people who want to go above and beyond customer expectations. We have no phone automation system in place so, when you call On customer service, you get a real person with real information. We respond to each and every inquiry within 24 hours and we take pride in not only delivering necessary information but developing relationships with customers too.

What can you tell us about your team members?
We all have a passion for service and we all bring something unique to the team. We come from different walks of life and some of us have worked in the sports industry, others as receptionists or baristas or in retail and hospitality - even reality TV! People have migrated to Portland from all around North America to create a diverse team who all love helping people.

What is a typical day at work like?
The great thing is that every day is different. But, of course, we have tasks that require daily attention like scanning for new customer requests, processing orders, answering phone calls, speaking to our brand and products, helping our dealers order and communicating with our warehouse and shipping partners. Lastly, every day we make somebody else’s day so much better!

What is one thing your team achieved last year that you are proud of?
Our customer base and team grew so much last year that we decided to divide how we work into specific functionalities. Different teams now handle different customer bases but we are all responsible for delivering the WOW. It's worked well so far.

How do you celebrate success as a team? And how do you have fun as a team?
Different ways! Sometimes we share customer feedback with the company or highlight moments during team meetings. We have friendly competitions to achieve maximum results and often go for beers at the end of the week. Of course, we workout and run together too. We also have quarterly office bonding activities like watching the Portland Timbers, karaoke, bowling and brew bike tours! We like to work hard and play hard.

What is a must for someone who joins the team?
Every On employee needs a mindset that puts our customers first. Each member has the authority to make decisions that directly affect our customers. We don't want to just create transactions, we want positive customer experiences.

What is one piece of advice you'd give to a new team member?
There's no need to ask a manager or get permission to make things right. Just make them right!