Jenni – Customer Service Team Leader

Customer Service Team Lead Jenni Rapp heads a three-person customer service team. A couple of years ago, Jenni joined LAPP in search of new challenges and is pleased with her career development—just as LAPP’s customers are satisfied with the company’s level of customer service.

Jenni is originally from Lahti, where she studied to become a Business School Graduate. She has nearly 15 years of experience in customer service and order processing roles at various companies, including Fiskars and L’Oréal. Before joining LAPP, she worked as a Sales Assistant at a company specializing in store displays. Jenni applied to LAPP a couple of years ago.

"LAPP seemed like a company with plenty of opportunities for advancement and new challenges. I first joined as a Sales Coordinator, handling order processing, customer service, inquiries, and complaints," Jenni recalls.

Just six months later, Jenni was offered a temporary position as Team Lead, coordinating the work of a three-person customer service team.

"It went really well, and I enjoyed it, so I was made permanent in this role."

A Versatile Role Requires Prioritization Skills

As Team Lead, Jenni runs weekly customer service meetings and plans team schedules and coverage during holidays and sick leave.

"Each week, we review the most pressing topics, new work instructions, and changes related to customers," Jenni explains.

Jenni is also closely involved in daily customer service tasks and maintains strong connections with all stakeholders in logistics, finance, and sales—not to mention customers. She notes that LAPP’s customer satisfaction is at a good level, with the latest survey conducted at the end of 2023.

"Our customer service and technical sales teams received excellent scores. We handle inquiries and feedback carefully. Complaints are rare, and when they occur, we resolve them quickly. Our goal is always to ensure the end customer is satisfied," Jenni says.

In addition to her Team Lead role, Jenni assists with travel, event, and meeting arrangements. She also substitutes for the logistics coordinator at the Hyvinkää office and occasionally helps with export-related tasks.

"Prioritization is essential in my work—I often need to think carefully about the order in which tasks are handled. Still, it’s been great to take on new challenges and add variety to my role."

A Warm Work Community Where You Can Be Yourself

For Jenni, the best part of her job is her colleagues.

"We have a great team spirit and a friendly atmosphere. You can truly be yourself at work because the environment is so open. We work together as a team for the common good," Jenni sums up.

Jenni values being able to share personal moments with her coworkers.

"You spend a big part of your life with colleagues, so it’s nice to have people you can talk to and share your life with. I’m also very happy with my manager—they’ve given me opportunities to grow and expand my role."

Her favorite work memories include team events, such as the international football tournament in summer 2023 and a recent trade fair.

"In February, I spent three days at the Electricity Fair in Jyväskylä. It was fantastic to meet customers face-to-face, as I usually interact with them via email and phone. The fair had a great vibe and a record number of visitors. Overall, it was an amazing event!" Jenni says enthusiastically.

Family Comes First in Free Time

After work, Jenni focuses on family and hobbies.

"Work stays behind when I shut down my laptop, and my other life begins with my 4-year-old child. We do all sorts of activities together—sledding, visiting HopLop, going to the movies, and exploring animal parks."

Jenni names kickboxing as her favorite sport and also enjoys traveling. In addition to domestic destinations, she loves the warmth of southern Europe, and her winter holiday in spring 2024 will take her to Turkey.

Still, everyday life with her child is her top priority.

"LAPP is a great company and employer. They take care of their people, and it’s a pleasure to work here. Flexibility in both directions and the possibility of remote work make balancing family life so much easier," Jenni says.

If you have any questions, Jenni will be happy to answer at jenni.rapp@lapp.com