Interview for the length of your coffee.
Thierry
Deroose
Saloodo’s digital freight forwarder platform is growing and simplyfing peoples life. But who are the people behind the start-up, for example in Customer Support? Get to know in this little interview.
Saloodo!’s getting busier and busier every day as we constantly grow. Now offering even transports to Switzerland our platform is taking huge steps into a digitalized future of logistics. But no growth is valid without happy customers. That’s where our passionate, funny and overall kind Deputy Team Lead Customer Support, Thierry Deroose comes into the game. He works at the heart of Saloodo! and takes deeply care of our most treasurable value: Our clients; shippers as well as carriers.
Who are you? Tell us a bit about yourself.
It’s me, Thierry, born in Belgium, but raised in Germany. My father was a soldier and based near Cologne. After I finished hotel management school I worked at the once famous “Club Astoria” here in Cologne, which was Belgium territory. After nearly 17 years in hospitality I changed to a big assistence company to improve my Work-/Life-balance. There I got in touch with logistics and found pleasure in knowledge transfer by holding international workshops.
What brought you to Saloodo!?
Health aspects were responsible to have a Sabbatical and after being back on track I joined Saloodo!, which was just 18 months on the market. Although everybody who knows Customer Support in general, is aware of a certain overwhelmence from time to time. But I like the drive that we have at Saloodo!.
What makes you love
Customer Support?
I am born to be a host and I really like to make people feeling welcome, and care for their needs. In private I love cooking for my friends and family and setting up a nice atmosphere for them. In work life it’s not soo much about the product or problem, rather about finding the right solution. I always ask myself during my calls: “What can be improved to make this person happy?”.
What kind of challenges do you face in your daily work?
First the good thing: At Saloodo! I am the oldest, or let’s say most experienced colleague. I bring along hands-on-knowledge of how to care with customers and their needs. I really like this challenge although it means to give a lot of input and energy. As long as people stay kind – that’s most important for me – we can solve everything!
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How is it to work for a Start-up the first time?
Customer Support is often organized very structured, handbook-style. But at Saloodo! we continously try to improve and stay agile. The short hierarchy that we have is super helpful. On the other hand, we, as a market place for logistics, are highly dependent on third parties, who need immaculate organization. This narrow line is often a challenge in customer service. But I always say and act: Stay straightforward, be honest with your clients, be open and tell the facts. Being proactive and trying to anticipate future questions while seeing the whole picture can be the most helpful advice I can give.
What is your super-power?
Some people might not know that I have an outstanding memory. I am a very visual person; I never forget a face, even after 20 years. That’s why I also never watch a movie twice – it’s too boring for me.
And: I never read a manual first! Since I was a child I have always had this hands-on-mentality and it works out. But nonetheless everytime I buy something new with a manual I imagine my father saying: Je moet het boekse lezen! (Read the manual!) Â
