Newsletter - Denso-am.eu
Newsletter - Denso-am.eu
Newsletter - Denso-am.eu
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Mr. Yoshikazu Makino<br />
www.denso-<strong>am</strong>.<strong>eu</strong><br />
<strong>Newsletter</strong><br />
| Your update on what’s new from DENSO Aftermarket Sales<br />
Issue number 03 | July 2011<br />
Menu<br />
> Follow the links below!<br />
Inside this issue…<br />
> New rear wiper blade progr<strong>am</strong>me<br />
> Full speed ahead for DENSO!<br />
> Events across Europe<br />
> Success of UK stock<br />
incentive tour<br />
> Insight into Customer Services<br />
> New staff appointments<br />
New President and CEO<br />
for European Region<br />
DENSO is pleased to<br />
announce the appointment<br />
of Mr. Yoshikazu Makino to<br />
President and CEO of DENSO<br />
International Europe B.V.<br />
Makino-san is Executive Director of<br />
DENSO Corporation and replaces Mr.<br />
Shigehiro Nishimura, who moves to a<br />
new role in charge of DENSO’s Asia/<br />
Pacific region.<br />
Prior to being appointed in his new<br />
position, Makino-san oversaw the<br />
Global Business Planning Division at<br />
DENSO Corporation, Kariya, Japan.<br />
In this role, Makino-san contributed<br />
to the strengthening of DENSO’s<br />
regional management capabilities in<br />
growing markets such as China, India<br />
and Brazil.<br />
For more information, go to<br />
www.globaldenso.com, or visit<br />
our media website at www.<br />
densomediacenter.com.
2 DENSO <strong>Newsletter</strong>: Your update on what’s new from DENSO Aftermarket Sales Issue number 03 | July 2011 3<br />
DENSO announces<br />
new Rear Wiper<br />
Blade progr<strong>am</strong>me<br />
DENSO aftermarket customers will soon be able to benefit<br />
from the outstanding wiping performance and high quality<br />
of DENSO Rear Wiper Blades.<br />
DENSO Europe’s Aftermarket Business<br />
Unit is soon to introduce a brand new Rear<br />
Wiper Blade progr<strong>am</strong>me including six part<br />
numbers covering 20 applications. The<br />
new range will be available from September<br />
2011.<br />
At the cutting edge of wiper blade<br />
technology, DENSO’s OEM specification<br />
rear wiper blades add a further technology<br />
to DENSO’s comprehensive Wiper Blade<br />
progr<strong>am</strong>me. Applications covered include the<br />
Chevrolet Matiz from 2005, Hyundai i20 from<br />
2008, Kia Picanto (BA), Opel AstraH GTC from<br />
2005, Opel AstraJ from 2009 and Toyota Auris<br />
from 2007.<br />
Varying in length from 305mm (12 inch)<br />
and 350mm (14 inch) to 400mm (16 inch)<br />
the blades are manufactured using durable,<br />
non corrosive materials, including a natural,<br />
high compression rubber which delivers<br />
an exceptional wiping edge. Two types of<br />
connectors will be made available for each<br />
part number.<br />
DENSO blades deliver clearer visibility and<br />
safer driving. Their quality and durability also<br />
gives them an extended lifetime; and they are<br />
easy to install.<br />
For more information please contact your<br />
DENSO Aftermarket Sales Representative.<br />
> Two types of connectors are available<br />
Events across Europe<br />
The KOSSER Expo 2011<br />
Organised by DENSO distributor KOSSER,<br />
the KOSSER Expo took place on 14 May,<br />
in Gabrovo, Bulgaria. Around 1,500 visitors<br />
attended the show including distributors,<br />
wholesalers and garages.<br />
Andre Huisstede, DENSO Sales<br />
Executive, was onstand to showcase<br />
the full DENSO product range – and<br />
specifically to promote TT Spark plugs to<br />
visiting customers.<br />
“The show was a great success for us,<br />
with many visitors to our stand interested<br />
in DENSO’s Diesel systems and the<br />
newly launched Engine Management<br />
System progr<strong>am</strong>me,” commented Andre<br />
Huisstede.<br />
InterCars<br />
Around 2,000 visitors attended the<br />
InterCars event in Zagreb, Croatia in<br />
June which was organised by DENSO<br />
distributor IC-Croatia.<br />
> InterCars show, Zagrab<br />
Distributors and wholesalers were<br />
<strong>am</strong>ongst the visitors to the DENSO stand;<br />
many of whom were interested in DENSO’s<br />
continually expanding Thermal Systems<br />
progr<strong>am</strong>me. DENSO Sales Executive<br />
Andre Huisstede attended, taking along<br />
the full DENSO product ranges.<br />
ProfiAuto<br />
Profi Auto, organised by DENSO<br />
distributor MotoProfil, took place on 11th<br />
and 12th June in Spodek, Katowice,<br />
Poland.<br />
> ProfiAuto: L-R Zbigniew Ruba, Elizaveta Kuznetsova, Richard<br />
Rybacek, Ad<strong>am</strong> Barski, and a representative from MotoProfil.<br />
Elizaveta Kuznetsova, Zbigniew Ruba,<br />
Richard Rybacek and Ad<strong>am</strong> Barski<br />
attended from DENSO Aftermarket<br />
Sales. During the two days they took the<br />
> KOSSER Expo 2011<br />
opportunity to speak to representatives<br />
from more than 100 companies from across<br />
the automotive industry. The DENSO te<strong>am</strong><br />
was able to present the advantages of the<br />
Iridium Power Spark Plug on a JP tester.<br />
Interest was also high in TT Spark Plugs,<br />
with many visitors taking a set away with<br />
them.<br />
“Visitors were also particularly interested<br />
in hearing about our Hybrid Wiper Blade<br />
range, Compressors, Starter & Alternators<br />
and the key technologies of L<strong>am</strong>bda<br />
Sensors. Many customers visited the<br />
stand specifically to get our new DENSO<br />
catalogues,” commented DENSO Sales<br />
Agent Ad<strong>am</strong> Barski.<br />
Around 30,000 visitors attended the show<br />
including wholesalers, retailers, garage<br />
owners, mechanics and end customers.
4<br />
DENSO <strong>Newsletter</strong>: Your update on what’s new from DENSO Aftermarket Sales<br />
Success of UK stock incentive tour<br />
A special DENSO stock incentive tour taken to aftermarket customers across the<br />
UK has been a great success during the first half of 2011.<br />
Introduced to arm motor factors with<br />
DENSO’s fastest moving stock, the stock<br />
incentive tour has been running for the<br />
past three months across the UK. DENSO<br />
Sales Support Executive, Alan Povey,<br />
accompanied by a DENSO promotional<br />
girl, have visited 14 motor factors so far this<br />
year to share the latest ranges, technical<br />
and promotional expertise available from<br />
DENSO. They also visited nearly 20 garage<br />
customers to communicate ‘the DENSO<br />
difference’; encouraging installers to take<br />
advantage of the increased availability<br />
of DENSO’s fast-moving, OE quality part<br />
progr<strong>am</strong>mes.<br />
Full speed<br />
ahead for<br />
DENSO<br />
To mark the launch of DENSO’s<br />
new Engine Management<br />
System (EMS) ranges for<br />
the aftermarket, DENSO<br />
Aftermarket in the UK took 20 of<br />
its UK motor factor customers<br />
to Monaco to enjoy the Grand<br />
Prix in May.<br />
The group enjoyed watching the<br />
qualifying stages and the race<br />
itself in some of Monaco’s most<br />
stunning locations, enjoying top<br />
quality hospitality and the hot<br />
French Riviera weather.<br />
Not only was it an enjoyable way<br />
to spend some leisure time with<br />
customers; it was also an ideal<br />
opportunity to introduce them to<br />
the new EMS progr<strong>am</strong>me, as well<br />
as discussing the benefits of TT<br />
Spark Plug technology.<br />
Paul Payne, Manager at DENSO<br />
Aftermarket in the UK, comments: “This<br />
new promotion has enabled our te<strong>am</strong><br />
to talk directly to customers, hear about<br />
any issues and help both installers and<br />
distributors to build their businesses in the<br />
most time efficient, cost effective way.”<br />
To find out more about DENSO<br />
Aftermarket’s UK stock incentive tour<br />
or to find a stockist near you, please call<br />
the UK Aftermarket te<strong>am</strong> on +44 (0)2476<br />
843 416 or email info.<strong>am</strong>sales@densosales.co.uk<br />
> DENSO promotional girl Portia Young visits<br />
Abergavenny Brake and Clutch
5<br />
DENSO <strong>Newsletter</strong>: Your update on what’s new from DENSO Aftermarket Sales Issue number 03 | July 2011 6<br />
INTERVIEW<br />
We talk to Linda Huisman, Te<strong>am</strong> Leader Customer Service IAM, about the vital<br />
job done by the DENSO Europe Aftermarket customer services te<strong>am</strong>, based in<br />
Weesp, Netherlands.<br />
> How is the department<br />
organised, and what are your<br />
main responsibilities?<br />
The Customer Service IAM te<strong>am</strong> is<br />
part of DENSO Europe’s sales unit for<br />
the independent aftermarket. We are<br />
responsible for both aftersales and order<br />
handling across all 50 of our European<br />
countries of operation. Within my te<strong>am</strong><br />
each Customer Service Representative is<br />
responsible for a specific area or country,<br />
and forms a te<strong>am</strong> together with the Sales<br />
Executive.<br />
> What is your main goal?<br />
My main aim, and that of my te<strong>am</strong>, is to<br />
attain excellent customer satisfaction. This<br />
means we work as efficiently as possible<br />
to achieve the goals and objectives of our<br />
company, whilst maintaining our customer<br />
focus.<br />
One of the ways we engage with<br />
customers is through TecCom (www.<br />
teccom.<strong>eu</strong>). The use of this online system,<br />
available in 10 languages, has many<br />
benefits for both customers and DENSO<br />
Europe. With TecCom it is possible for our<br />
customers to place online orders (24 hours<br />
a day, 7 days a week), check the stock<br />
availability in our warehouse and prices.<br />
The orders can be placed manually, by<br />
uploading an Excel document, or TecCom<br />
can be fully integrated with the customer’s<br />
ERP system.<br />
Besides this DENSO Europe is aiming<br />
to introduce reverse messaging through<br />
TecCom in the near future. This will<br />
enable our customers to receive online<br />
order confirmations and updates, packing<br />
lists and invoices through their TecCom<br />
account.<br />
This type of communication is vital<br />
in helping my te<strong>am</strong> build a trusting,<br />
comfortable long term working relationship<br />
with customers; and it is currently an<br />
important objective within our te<strong>am</strong>.<br />
> How long have you worked at<br />
DENSO, and what do you enjoy<br />
about the job?<br />
This June I celebrated my 7th anniversary<br />
with DENSO. I really enjoy my job because it<br />
is very diverse - every day brings something<br />
different!<br />
> How many people are in your<br />
te<strong>am</strong> and what languages are<br />
spoken?<br />
There are currently six people in my te<strong>am</strong><br />
based at the head office in Weesp, and one<br />
person in the Coventry office for the UK<br />
aftermarket.<br />
Between us we speak several languages<br />
fluently including Dutch, English and<br />
Russian. We recognise the importance of<br />
addressing customers in their own language<br />
but this is not always possible – I wish we<br />
could speak all the languages of all our<br />
customers! We do however ensure that we<br />
can say “Good Morning” or “Thank you” in<br />
Hebrew, Polish and another 15 languages.<br />
Bokjer Tof! Dzien Dobry!<br />
From the Weesp office we cover 50<br />
countries so our objective is always to<br />
continue to improve communication with<br />
all our customers. The te<strong>am</strong> will continue<br />
to grow I <strong>am</strong> sure. For ex<strong>am</strong>ple we are<br />
currently looking at expanding our te<strong>am</strong><br />
to include a German speaking Customer<br />
Service Representative.<br />
> What volume and type of<br />
customer enquiries do you<br />
receive?<br />
We handle around 6,200 calls each year,<br />
plus more than double that number in emails<br />
and faxes – so around 20,000 enquiries a<br />
year in total! The most common questions<br />
received from customers are enquiries on<br />
price and availability of products, as well as<br />
tracking shipments.<br />
> What is a typical day<br />
for a customer service<br />
representative?<br />
First thing in the morning we start with<br />
checking our emails, fax messages and<br />
orders placed through TecCom. Our<br />
deadline for express orders is 11:00 <strong>am</strong>, so<br />
we have to check if all parts are available<br />
and send out confirmations for the express<br />
orders as a priority in the morning.<br />
Other typical activities, besides daily<br />
calls and emails, might include uploading<br />
stock orders, issuing order confirmations,<br />
organising specific documents for customs<br />
clearance and instructing our warehouse to<br />
start picking and packing.<br />
We also function as a hub of information<br />
for internal departments such as logistics,<br />
product management and technical<br />
services.<br />
> Why do you think customers<br />
choose DENSO?<br />
In my experience customers choose<br />
DENSO because we are considered to<br />
offer high quality products. Even more<br />
importantly for me we also are known for<br />
the excellent long term relationships we<br />
build with customers.<br />
As a company we strive to go above and<br />
beyond the call of duty. For ex<strong>am</strong>ple, once<br />
a customer was in urgent need of racing<br />
plugs for a race - so we actually delivered<br />
the plugs to the race track itself!<br />
> Linda Huisman: Building a long term relationship with customers
7<br />
DENSO <strong>Newsletter</strong>: Your update on what’s new from DENSO Aftermarket Sales<br />
May we introduce…<br />
A warm welcome to the latest new<br />
faces to be added to DENSO Europe’s<br />
Aftermarket Business Unit te<strong>am</strong>. They<br />
look forward to working with you!<br />
Berry Luigjes has joined DENSO<br />
Aftermarket Sales in Weesp, Netherlands<br />
as the Product Manager for Wiper Blades<br />
and Cabin Air Filters. Bringing over 15<br />
years of experience in the automotive<br />
industry, Berry has previously worked<br />
as a Product Manager for accessory<br />
development & marketing.<br />
Berry’s main focus will be on the<br />
positioning of DENSO’s Cabin Air Filters<br />
and Wiper Blade progr<strong>am</strong>mes in the<br />
market.<br />
Zbigniew Ruba joined DENSO as<br />
Sales Representative in Poland on 1 st<br />
Regional sales expansion<br />
DENSO Aftermarket Sales is<br />
delighted to be expanding its<br />
local presence in a number of<br />
European regions.<br />
The aftermarket sales te<strong>am</strong>s in<br />
Ukraine, Siberia (Russia), and<br />
the UK will all be welcoming an<br />
extra area sales representative<br />
in the coming months; whilst the<br />
DENSO Aftermarket Sales te<strong>am</strong><br />
in Germany will be expanded by<br />
two more sales representatives.<br />
DENSO is also taking the first<br />
steps towards establishing<br />
a localised aftermarket sales<br />
presence in Scandinavia;<br />
planning to take on its first local<br />
representative in the near future.<br />
DENSO EUROPE B.V.<br />
Hogeweyselaan 165 | 1382 JL Weesp | The Netherlands<br />
Tel. +31 (0)294 - 493 493 | Fax. +31 (0)294 - 417 122<br />
www.denso-<strong>am</strong>.<strong>eu</strong><br />
June. Zbigniew will focus on developing<br />
demand from buying group branches and<br />
customers. He brings a vast aftermarket<br />
experience with him having managed a<br />
branch of a key parts distributor in Poland.<br />
Pavel Kalinov and Sergey Eltishchev<br />
have both joined the DENSO Aftermarket<br />
sales te<strong>am</strong> in Russia.<br />
Pavel was appointed as a sales<br />
representative in Russia earlier this year<br />
and brings with him six years’ experience in<br />
selling to Russian aftermarket distributors.<br />
Sergey joined DENSO at the beginning<br />
of June from his previous position with a<br />
IAM distributor. He will be working from<br />
Moscow and focussing on second level<br />
customer development.<br />
> Zbigniew Ruba > Pavel Kalinov<br />
˘<br />
> Sergey Eltishchev > Berry Luigjes<br />
Wiper Blade update on TecDoc<br />
A recent DENSO Wiper Blade range update to TecDoc has<br />
given customers online access to extra part numbers suitable<br />
for an extra 30 million cars. This update, which applies to the<br />
Standard Wiper Blade range, brings TecDoc up to date with<br />
the current DENSO Wiper Blades catalogue and existing range.<br />
For more information please contact your DENSO<br />
Aftermarket Sales Representative.