Anatomic Global, U.S. manufacturer of memory foam mattresses, announced that Elaine Sink, a 15-year veteran of the hospitality industry, has joined the company as director of customer service. Sink will oversee Anatomic Global’s “Incredible Support” initiative, a program based on providing customers with service that exceeds expectations and delivers 100 percent customer satisfaction.
Sink served as guest services manager and customer service manager for Marriott International, Inc. for more than 14 years, overseeing the company’s western region and Hawaii hotel and timeshare properties. Additionally, Sink’s duties included handling customer service requests directly from Marriott chairman and CEO John Willard "Bill" Marriott, Jr.
“Coming from a background in the hospitality industry, which is known to uphold the highest standards in customer service of any industry, we knew Elaine was a perfect fit for our ‘incredible support” directive, which we believe will set a new standard for the industry,” said David Farley, CEO of Anatomic Global.
Currently Sink supervises a team of five customer services representatives who staff a call center that receives more than 200 calls per day. The call center operates under a stringent 24-hour response timeline to respond to all customer requests.
“Our team understands that outstanding service is about building relationships with our customers and working together with them to satisfy their needs,” said Sink. “Even if it is something like a preference for emailing rather than faxing invoices, we get to know what our customers want, and we deliver on our promises.”
Along with the Incredible Support program’s quality control measures that Sink has put in place, she also has implemented a One Voice initiative in which all levels of employees, from associates to upper management, receive uniform training so that they all communicate the same product knowledge internally and externally.
Anatomic Global’s Incredible Support program began in 2010 in conjunction with the manufacturer’s roll out of its Comfort by Design collection of premium memory foam mattresses. The line features the patent-pending Comfort Support Architecture of progressive layering of visco foam layers to accommodate a range of customer preferences.
Sink’s hiring and the development of the customer service department follow a year of record growth and expansion. After adding 140,000 square feet of production and distribution space to its Southern California facility earlier this year, the company increased its workforce 30 percent as well.
Anatomic Global offers a broad range of proprietary plant-based EcoMemoryFoam™ and conventional foam products that appeal to a diverse consumer base, including mattresses, toppers and pillows. Its earth-friendly products use less energy to process and are vacuum-compressed and rolled for easy, fuel-efficient delivery.
Founded in 1989, Anatomic Global is a fully integrated, EDI capable globally positioned distribution, logistics and fulfillment-company that today incorporates the brand development and marketing insight of bedding industry leaders to meet the needs of its customers. Deeply rooted in the medical mattress industry, in 2008 the company applied its medical manufacturing expertise and launched the Ecomfort Mattress brand featuring its signature, exclusive EcoMemoryFoam™ extreme open-cell plant-based memory foam. For more information, visit www.ecomfortmattress.com.
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