Your order journey

Video transcript

Hello, my name is Barry and my role is Customer Service Support Team Leader here in the Kattsafe family.

The Customer Service Team is really the hub of the business taking many calls, emails and requests for information throughout the day. Our team is split into a number of divisions, being our Phone Answering Team, our front line Support Team, and then we have our Special Operations Group and then finally our Order Processing Team and they do the pick lists, fabrication scheduling and complex project coordination.

A typical day in our team can be supplying product information to an architect, assisting a builder with Australian Standards information, helping our approved installers with complex designs and of course processing orders which come through 24/7 from Australia, New Zealand and our international partners.

Our ultimate goal of our team is to look after the coordinating of the materials, through our Procurement Team and Production Teams, and finally ensuring your goods are despatched on time, wrapped and packed like you want it.

Hello, my name is Sarah and I'm part of the Order Processing Team here at Kattsafe. Our team is responsible for getting each of your orders into our ERP system. We make sure each request is processed promptly and into our despatch schedule to meet your delivery requirements.

By ordering using the order form on your pricelist or using our system codes and providing clear delivery instructions for us helps us avoid any delays in getting orders from us to you.

G'day, my name is Matt. I'm the warehouse and Inwards Goods Coordinator here at Kattsafe. I manage the process of receiving goods into our inventory and coordinating the movement of these goods throughout the facility.

The three key functions that my team engages in can be best described as the inwards good process, which ensures that the correct items are being delivered to us by our suppliers, in the right quantities and free of defects.

The put away process which is the flow of inventory into our warehouse from Inwards Goods once it has been correctly accounted for, and finally, perhaps the most important aspect of my team's role, is to supply goods to the two main points of consumption, being Fabrication and Despatch. So, when a client's order pops up on our radar we have the right gear in the correct location and ready for despatch.

Our success is reliant on good communication and information flow between our Customer Service Team and the clients. This ensures that we fulfill orders correctly, in time, on time and every time.

G'day, my name's Ken McAlpin. I look after the production team here at Kattsafe, the Manufacturing Team.

So we run two shifts. We've got an AM shift and a PM shift. We run from about 5.00am and in the morning to about 10.00pm at night. We've got about 26 guys in the Fab Team and we produce about 86 orders per day per day, just to give you some idea. On the floor we have 22 or so work centres or operations that the products run through. As a customer we understand your frustrations sometimes when your custom item takes a long time to get through the production period.

Production is just one of the many goalposts in the cycle so we drafting beforehand, we have packing and shipping afterwards. The fabrication part of it, is critical we have sufficient leadtime so that we produce quality products for our customers. So what we can ask you as a customer is to give us a reasonable amount of leadtime to produce a quality product. The other thing that happens with customer fabrications is that there's small changes.

These changes are very difficult to manage when the product is in the middle of the fabrication cycle. So, that communication is critical. We do love a challenge in fabrication so bring it on. The other thing we love is feedback.

We love to see photos of completed fabrications so we can share with the team to see our quality products installed. Thanks for your custom. Have a great day.

Hello, my name is Richard and I'm the Quality Control Coordinator at Katsafe.

The Quality Team is responsible for putting procedures and control methods in place so that customers receive their products made to a consistent, high quality standard. Each job order has multiple quality checks performed by trained staff throughout the manufacturing and picking processes to ensure orders are received defect free. As a customer you can help the quality team by raising any issues you may come across. We are always looking for ways to improve and your feedback is valuable.

My name is Glenn. I'm the Manager of the Outwards Goods Department. We are responsible for caring for your order from when it is entered in our system to out the door. Our main responsibility is to ensure that we package it so that it arrives to you in full and on time.

We also would like to understand your site conditions and unloading facilities so that we can ensure that we meet all expectations.

Thank you.