Stronger integration of sales and supply
Regional sales organisation
The Americas, Middle East and Africa
Asia-Pacific
Sales and the supply chain now operate within a joint regional sales organisation. The integrated service chain is quick, efficient, and flexible.
KUSTAA LAINE Vice President, Sales, Americas & MEA
HARRI VERTANEN Vice President, Sales, APAC
MARKKU RIMPILÄINEN
Europe
Metsä Fibre now has four sales regions: Europe, APAC (Asia-Pacific), MEA (Middle East and Africa) and the Americas (North and South America). The sales regions are independently responsible for the sales of pulp, sawn timber and biochemicals. “Each region is responsible for its own business and fo- cuses on providing the best possible customer service,” says Mikael Lagerblom , Vice President, Sales, Europe. SALES CLOSE TO CUSTOMERS The new regional organisation structure brings sales closer to our customers. “The needs and challenges of our customers vary ac- cording to the region. This is why we have experts who can provide sales insight into the local markets. We aim at very close interaction with our customers,” Lagerblom explains. “We want to provide added value to customers throug- hout the supply chain. Our technical customer service managers are well acquainted with the products and their origin, but they also can support the customer’s production.” Sales is supported by regional customer service, which coordinates information to customers and the supply chain. SEAMLESS COLLABORATION WITH SUPPLY CHAIN The supply chain organisation has also been updated to match and support the sales operation model.
“We wanted to create a seamless, uniform service chain that is quick, efficient and flexible”, says Timi Hyppänen , Vice President, Supply Chain. In practice, the service chain starts with the sales team who conclude the agreements and submit orders to the supply chain. Then, the supply chain forwards the or- ders to production, plans logistics, places orders for the required transport, and finally handles invoicing. As part of the supply chain, customer service answers questions and coordinates matters related to customer orders. “Our customer-driven operating model builds on the idea of assigning responsibility to regional sales organ isations which are responsible for deliveries in that region,” Hyppänen says. HARMONISED OPERATING METHODS To operate both pulp and sawn timber sales in a joint regional sales organisation is a new approach for Metsä Fibre. “The aim was to increase the efficiency and stream- line the operating model for sales. Even though pulp and sawn timber are separate business operations, we strive to harmonise our operating methods in sales,” says Lagerblom. “In each region, the regional vice presidents for sales are responsible for the sales of pulp, sawn timber and biochemicals”. •
MIKAEL LAGERBLOM Vice President, Sales, Europe
ALEXANDER KOEBERL Sales Director
BERTRAND LAMARQUE Sales Director
ANDERS WESTERHOLM Sales Director
LAURA ROTATORI Sales Manager
KATJA SALMENKIVI Sales Manager, Biochemicals
Account teams – Key tasks:
Account managers
Technical customer service
Customer service
• Sales • Account management • Customer relationship management
• Solutions for customers • Sustainability and product safety • Trial runs • Service projects with customers • Feedback related to product quality
• Handling customer queries • Order preparation and fulfilment • Delivery monitoring • Customer feedback monitoring
72
73
Powered by FlippingBook