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Libbey Inc

Company: Libbey Inc, Toledo, OH
Company Description: Libbey is the leading producer of glass tableware products in the Western Hemisphere,supplying key markets throughout the world. Founded in 1818, we have the largest manufacturing, distribution and service network among North American glass tableware, ceramic dinnerware, metal flatware, hollowware and serveware, and plastic items serving customers in various markets.
Nomination Category: Customer Service Categories
Nomination Sub Category: Best Customer Service Organization/Department

Nomination Title: Libbey's Customer Service Department


  1. Tell the story about what this nominated organization/department achieved since January 1 2007 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

    Please review the following actual customer testimony:
    “Our service rep, Karen, is the reason we do business with Libbey! She is part
    of “our team” and even though in our hearts we know she also serves some of our
    competitors, we consider her to be our own, looking out for our best interests.”

    And from another customer:
    “Product quality, value and shipping accuracy will always be important to
    customers, but what sets companies apart are the people who make it easy to do
    business with them and who can be counted on to make things happen. You are
    one of those people Cindy. I know that once I make you aware of a need we
    have, I can forget about it, knowing that you will stay on top of it. That is
    what I define as Customer Service, not fill rate percentages. Libbey is
    successful because people like you.”

    Customer relationships are a core competency for Libbey Inc. We take pride in
    our high-quality, dependable service, and are the recognized leader for
    customer service in our industry. In that light, we are not a call center, but
    have dedicated customer relation representatives who personally service a
    specific customer base and work hard to develop a solid rapport with our
    customers. There are 50 customer relations employees who manage over ½
    billion dollars annually. Our reps specialize in specific trade areas,
    foodservice (hotel/restaurant industry), consumer (retail and industrial
    accounts) and international (export accounts), but all representatives manage
    multiple product lines.

    Libbey, Inc. is the premier provider of tabletop glassware and related product
    worldwide. Our corporate offices are located in Toledo, Ohio. Manufacturing
    facilities produce glassware in Louisiana, Ohio, Mexico, China, Portugal and
    Belgium. Libbey Inc also has facilities in New York, Wisconsin and Illinois,
    which produce or procure ceramic dinnerware, flatware, serveware, and related
    plastic items.

    In 2007 Libbey Inc. was awarded:
    · The “Best in Class 2007 by Foodservice Equipment & Supplies Magazine”
    where Libbey ranked Number 1 in every tabletop category
    · Top 100 Vendor to Sysco Corporation for the sixth straight year
    · The “GOLD” supplier for Tabletop by the Edward Don Company
    · The “Smallware Vendor of the Year” for the Next Day Gourmet Company
    · The “Purveyor of the Year” for OSI Restaurant Partners
    · Smallwares Vendor of the Year for Reinhart Foodservice Company

    Our service philosophy includes continuous training to improve our technical
    and interpersonal skills and constantly reinforce a customer focus. Customer
    Relations Representatives are required to attain a new service certification
    each year in addition to attending industry and product training. New
    employees are required to complete a 286 hour training course before owning
    customer accounts.

    Continuous improvement teams target processes to streamline and improve our
    internal barriers and/or technology applications. Ongoing initiatives include
    standardizing workstations and procedures. This standardization provides
    seamless service to our customers in the event of employee illness or vacation.

    Stellar service by our representatives is recognized and rewarded. We have
    a “Wall Of Service” which displays an employee’s photo with a few words
    detailing how they have earned special recognition. In addition to attaining a
    coveted place on the wall of service, the employee also spins an award wheel to
    collect a prize. This acknowledgement encourages constant and sustained
    superior service attitudes.

  2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

    http://www.sysco.com/supplier/supplier_awards.html

    http://www.fesmag.com/archives/2006/10/best-in-class-survey.asp

  3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

    Customer Relations Manager, Tate Wilson, graduated from the University of 
    Toledo with BA in Communications. She has been with Libbey for 29 years, and
    has held responsible positions in Marketing, Operations, and Supply Chain.
    Director of North American Supply Chain, Dale Fordham, has a BS in Business
    from Bowling Green State University. He has been with the company for 38
    years, with focus in Distribution, Materials Management and Operations.
    Together they have authored iniatives for the department such as standard
    operating procedures, positive recognition, improved morale and continuous
    education.