Our Order Fulfillment Manager, Teri Edgell

A seasoned business professional with a reputation for customer service, Teri Edgell studied merchandising and started her career at a paper and chemical company in Maryland. 

 

As, Order Fulfillment Manager, Teri is responsible for reviewing online orders, correcting invoices, training and overseeing shipping clerks, and handling all postal mail and phone orders. 

Teri Edgell is one of those one-of-a-kind personalities that make each day a better experience.  Quick-witted, disciplined in follow-through, and caring, Teri has a fan club equal to that of the "kat's!"  Many members forego the discounts online, just to talk to Teri live! 

Some tell her their latest (usually bad) jokes.  Some ask her about her personal life.  Teri's pretty relaxed about life, so nothing is really off limits.  Whatever the topic, callers typically leave their conversations with Teri in a lighter mood, with a smile on their faces. 

Anyone who has ever had to hire for order fulfillment positions knows that Teri's capacity to connect is not run-of-the-mill.  Kids out of school dream about being somewhere else.  Many experienced on call lines get jaded and impatient.  None of which adds up to customer happiness!

Teri's way comes from a natural focus on the present.  When it's time to teach a new shipping clerk how to do the job, that's where Teri's attention is -- fully.  When she's on the phone with a caller, that's where her attention is -- completely.  And wherever Teri's attention rests, her sense of humor prevails, in a disarming way, like a secret antidote to stress and crankiness! 

Here's a classic story from the orders line:

"Sir, you sound cranky."  (said Teri, quite matter-of-factly and with compassion)

"I am cranky." (said an elderly caller)

"Well, you'll have to call back when we 'do' cranky calls." (Teri)

"When is that?" (he asked, surprised)

"On Fridays after 4 p.m. and through Mondays at 10 a.m. (said Teri, quite cheerfully)

"Aren't you closed then?" (he asked quizzically)

"Yep. But I'll have my answering phone on!" (said Teri, even more cheerfully)

By the end of the call, this man was laughing easily and it's easy to imagine his day being just a little better than it would have been had he not talked with Teri! 

And, Teri acknowledges members for sharing their knowledge with her, noting that the ones with kind words and a willingness to share are also a bright spot in her day. 

Teri grew up in upstate New York, has lived in Florida for 17 years, loves rock and roll and race cars, works out, and also practices yoga and meditation, an unusual combination, always! 

She has worked with Stephen (our Chief Operating Officer) for so many years, she's practically lost count, but is quick to add that "she's never known a finer person" and could not imagine working anywhere else.   

Teri is life-long Golden Retriever owner and her current dog's name is Zak, who is well-known to and loved by postal workers (who carry treats for Zak on their daily routes!).  Zak takes Joint Complex each day, disguised in a spoonful of peanut butter, of course!

If you are interested in contacting Teri Edgell, you may write to her at teri@ourhealthcoop.com.