Falcon focuses on customer service with new hire

Falcon Foodservice has appointed Ruby Hennessey as customer service manager.

Falcon Foodservice has appointed Ruby Hennessey as its new customer service manager, leading the company’s customer service team.

She began her career as a telesales operative at Youngs Seafood, before becoming account manager and national account manager.

Following that she moved to Mortara, a medical device manufacturer which specialises in patient monitoring and cardiology diagnostic equipment. Over her 17 years there she started in the human resources department before becoming the personal assistant to the MD. Five years ago she became customer service manager.

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At Falcon she’ll be tasked with overhauling the customer experience at every stage of the order process, from initial enquiry to product delivery and aftersales care.

Hennessey said: “Good customer service is a minimum requirement for any company these days.

“Customers expect products to perform. What makes the difference in terms of loyalty and repeat purchasing is the quality of service throughout the entire buying process and beyond.

“A big part of my role will be looking at how we communicate with our customers, including our distributor network, and looking at ways in which we can improve. I like helping people and solving problems. I’m really looking forward to interacting with Falcon customers old and new.”

Karen Wallace, Falcon’s finance director, commented: “It’s clear that Ruby has a real passion for sales and customer service.

“She’s got bags of enthusiasm and plenty of ideas about how to enhance the experience, not just of buying Falcon equipment, but of owning and operating it throughout its lifetime, too. This, combined with her experience and knowledge in her previous roles, convinced me that she’s the ideal person to lead, develop and enhance our customer service delivery.”

Lawrence Hughes, sales and marketing director added: “I’m delighted to have Ruby join our team, she’s got great experience and her people skills really do make her a good fit for the role. I look forward to working closely with her as we look at ways in which we can continue to improve our customer service.”

Hennessey lives in Stirling, has been married for 34 years and has one daughter.

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