Meet the Maker, Ross Marriott

After joining the Verallia team 7 years ago, Customer Service Director, Ross Marriott, has worked across many areas of the business, learning lots about the process of glass container manufacturing. We sat down with him to learn about how his job ensures that Verallia’s core value of ‘care for customer’ is delivered.

Hi Ross! Before we start, can you tell us a little bit about yourself?

“Hello! My name is Ross Marriott, and I am the Customer Service Director here at Verallia UK. I started at the company in 2017, as part of the sales department. In this role I not only got to learn so much about our partner brands, but I also got to manage a large portfolio across multiple sectors which gave me a good grounding for my future roles.

 

I then moved into operational roles, developing and learning new skills from a wide range of talented and experienced colleagues. I have been able to apply these learnings in my role as Customer Service Director.”

What does your role as Customer Service Director include?

“My job sits in between our sales and technical account management teams, my team represents the voice of the customer at Verallia UK, ensuring that our customer’s expectations and challenges are met through proactive technical account management.

This can include line audits when supporting new product development, product and pack optimisation right through to post-delivery aftercare, utilising my team’s wide range of skills including glass manufacture, quality management tools, and bottling hall knowledge.

‘Care for customer’  is a core value within our business, and ensuring that our customers have a positive experience is fundamental, the role that the Technical account managers have in delivering this value-added service is key.”

What are some of the main customer challenges you and your team are focussing on in 2024?

“One of the biggest challenges is to ensure that our business evolves with the ever-changing landscape of customer expectations, Verallia UK recognised the need to establish the role of Customer Service Director. This strategic decision underscores our commitment to prioritising ‘Care For Customer’, by delivering service excellence, quality assurance, and consistency.

CSR (corporate social responsibility) is also becoming increasingly important to our customers. Our purpose as a business is to re-imagine glass for a sustainable future, my team plays an instrumental part in this journey with our customers, working with our customers to ensure we optimise product and supply chain to ensure we deliver glass utilising the most up-to-date sustainable practices available.”

What are some of the main challenges you and your team face when trying to achieve these goals?

“One of the biggest challenges is ensuring that the challenges our customers face are understood throughout our business. That is why this  position is key, it serves as a bridge between Verallia UK and the ever-changing demands of our customers and the market. It’s a proactive step towards ensuring that our customers feel valued, heard, and supported throughout their journey with us.

In regards to CSR  the main challenge has been the speed at which we can make impactful changes regarding sustainability and decarbonisation, becoming part of a larger group has significantly accelerated our business’ sustainability plan through the power of knowledge sharing and investment. Within the group network, we have access to a wealth of diverse ideas and experiences, allowing us to learn and implement sustainable practices at a rapid pace.

This approach allows us to have a higher level of engagement and dialogue with our customers, enabling us to collaborate on a sustainability journey with our customers.”

 What do you enjoy most about working at Verallia?

“Something important to me is living the values of our business,  for example, ‘Empowerment and Accountability’, this allows me to drive meaningful change within our business and to cultivate strong relationships with our customers. By empowering myself and my team with the autonomy to make decisions and take ownership of our actions, we not only enhance our effectiveness but also foster a culture of trust and responsibility. This empowerment enables me to implement innovative solutions and adapt swiftly to meet customer needs, strengthening our bond with them.”

Last but not least, what is your favourite drink?

“While I do love a good pint, my all-time favourite drink is an espresso martini made with Chase vodka. It always hits the spot. “

 

If you’re looking to work with a glass bottle manufacturer who can support you to deliver you quality glass packaging whilst minimising your impact on the environment, get in touch with our team today.