Interview: Jim O’Brien is ALL IN on Customer Service

February 13, 2024

Jim O'Brien

We sat down with Director of Commercial Operations, Jim O’Brien, to discuss how FUJIFILM Irvine Scientific is ALL IN on delivering quality service to our customers. We cover organizational changes, goal realignment, and finding inspiration in the assisted reproductive technology (ART) industry.

Q: Can you share some changes over the past year that have helped FUJIFILM Irvine Scientific be ALL IN?

One of the biggest changes we’ve made is building the Commercial Operations Department. Although this unit was established a couple of years ago, we have doubled-down and expanded it this past year after seeing the considerable benefits it brought to our customers. Investing in new roles within our organization is just one example of how we are deepening our business at a structural level to support our customers, and how we are ALL IN at FUJIFILM Irvine Scientific.

Q: What are the main priorities of the Commercial Operations Department?

The fundamental goal of the Commercial Operations Department is to improve the customer experience and promote supply chain continuity. When the department was first started, it inherited a broad customer service model that saw representatives supporting different business units besides ART clients, leaving it up to them to help with all customer and order types. In the past year, we’ve narrowed down their role and assigned customer service representatives to a select region and territory. Doing this allows our representatives to get to know their regions’ customers better, anticipating needs such as ordering patterns and standing orders, and most importantly, it allows them to better understand the customers themselves.

Since this change, our zero-error environment goal has gotten closer to reality—with just one customer service mistake in the month of October 2023. With the combined dynamic of personalized communication and revamped performance metrics, we believe a zero-error environment can be sustainable in the long term.

The Customer Service team is ALL IN on making a zero-error environment a reality. Their hard work is a testament to the dedication FUJIFILM Irvine Scientific has to providing our customers with incomparable service and support.

Lastly, in an effort to maximize our Commercial Operations Department, we wanted someone that could translate operational and planning demands into customer requirements and needs. This led us to add an Inventory Analyst to the team. The addition of this role has allowed for our customer service and sales teams to stay up to date on our supply chain, which in turn allows for faster reactions when there are changes in demand. Because product availability, ultimately, corresponds to customer satisfaction.

Q: What does ALL IN mean to you?

ALL IN means creating an elite level of service for our customers across all FUJIFILM Irvine Scientific entities. In particular, I am really proud of our Customer Service team—everyone there wants to do their best and will lend a helping hand to ensure that an exceptional level of service is maintained throughout the department. They are not working just to see improvement, but to achieve excellence. Which is the total embodiment of ALL IN.

Q: What is your favorite part about working in the ART industry?

The positive impact our products have on families around the world. It is amazing how important media can be in creating a life and starting a family. That’s why we are so motivated to uphold our culture of accountability and maintain a zero-error environment. We want to make sure our customers have what they need to make their patients dreams come true.

Q: What is your favorite part about working for FUJIFILM Irvine Scientific?

My favorite part of working at FUJIFILM Irvine Scientific is the people and the commitment to teamwork. Everyone is doing their best to make things happen and are willing to step up to help people in need. The whole organization from top to bottom understands the importance our products have and the responsibility entrusted in us to deliver them timely and consistently. It truly takes all of us to make a positive impact.

For more information on ALL IN, check out the service landing page to learn more.