Customer Care at De Monchy Natural Products
Dedicated team based in Rotterdam and US
De Monchy Natural Products is established across America and Europe, this ensures that our dedicated teams are situated close to our customers. With a thriving business and a growing team, we recently moved our EU business offices to new facilities, near Rotterdam’s airport, in order to better serve our customers and work with our valuable business partners. This new facility in Rotterdam, located in a sustainable business park, has a dedicated warehouse for managing and supplying our vanilla products the best way possible.
In the US, our American business offices are located in Pennsylvania, on the East Coast. This location enables our American customers to benefit from the close proximity of an international airport and harbor for their raw material sourcing.
The fact that we have dedicated teams in the US and Europe allows us to manage specific local market conditions and unique logistical challenges with great expertise, flexibility and efficiency.
An experienced and diverse team
Our customers’ satisfaction relies not only on the service we provide as a supplier, but also on the advice we are able to provide regarding our raw materials. De Monchy Natural Product draws its strength from a multicultural team with individuals that have been in the raw material business for many years.
Our Customer Success team is composed of French, Dutch and American professionals located in the USA, Indonesia, Madagascar and the Netherlands. Each team member is, through their business experience and their field expertise, an asset for our customers’ success.
Serving our customers around the clock
Modern tools as instruments for customer success
Efficient use of technology is an important part of delivering an outstanding customer experience. Our quality, sales and customer care departments are seamlessly connected through a state-of-the-art CRM system to deliver a smooth customer experience. These powerful tools allow our teams to maintain a close relationship with our customers, with live updates and efficient response to any situation that may occur.
Customer Care process : The benefits for our customers
Understanding our customers’ needs through a virtuous feedback loop
Being in close contact with our customers throughout their sourcing journey is one of our key advantages on the market. It provides us with valuable insights into their needs and the market directions. Not only do we understand the expectations and wishes of our customers, but we are also able to anticipate the market’s fluctuations, allowing us to better serve our customer’s future needs and improve our quality of service. This virtuous loop is one of the main strengths in our customers’ success.
A reliable all-in-one point of contact
We understand that trust and reliability is a key element in any supplier-client relationship. The more convenient, hassle-free and reliable, from the source to the end-customers’ application, the better the experience is from end-to-end. At De Monchy Natural Products, we aim for strong relationships with our partners and farmers. We value reputation over short-term profits. Our financial strength, added to an end-to-end quality assurance allows us to build strong and mutually beneficial partnerships with our customers.
Being present at the source, providing key insights on the global market and understanding the international logistics situation makes us a reliable one-stop point of contact for managing customers’ order logistics & any need that may arise along their journey.