We learn a lot from each other Guy Paulin

Who are you? Can you briefly introduce yourself?

My name is Guy Paulin and I’m a support employee in the logistics area. I've been with INFORM since 2005. At that time, as a student assistant in the aviation department, I was responsible for translating technical manuals into French, among other things. I am originally from Cameroon and French is my mother tongue. My specialist knowledge in the field of IT was quickly asked for elsewhere, so it didn't take long before I was allowed to take on tasks in support. After graduating, I finally received an offer for a permanent position in support in the logistics area.

How have you settled in at INFORM?

Getting a foothold here wasn't too complicated. Even as a student assistant, I immediately felt like a full team member. I was able to gain experience quickly, I was given responsibility at an early stage and I was able to support my own customers fairly quickly. I’ve never felt like an outsider. In my environment I work with people of various origins. For me this is multicultural. Through the permanent exchange you encounter a wide variety of cultures, customs and traditions. It's great, we learn a lot from each other.

You and your team have to be available around the clock to take calls from all over the world. That certainly sounds stressful...

The on-call service is demanding: seven days, 24 hours. Sometimes I work through the night because customers in Mexico, America or Australia require assistance. And here's the best bit: In our team, most people talk about "we", not "I". We’re a team of seven. In addition to our own customers, we also serve those from the industrial logistics sector during the night. That makes around 180 customers. We help each other, regardless of what time it is. That's why I always feel supported and know that I can rely on my colleagues.

What if something goes wrong?

Sure, that happens now and then. But if something goes wrong, nobody points the finger at you, instead everyone pulls together to solve the problem again. So nobody tries to cover up when something has been botched. I think this is really what sets our working atmosphere apart.

What is the biggest challenge in your job?

The work can be quite hectic at times. Depending on the problem, it means a considerable loss for the customer if the system does not work as it should. Of course, he wants to be served quickly and professionally, which can put a lot of pressure on you as an employee. But you shouldn't let yourself be disturbed, because problems can only be solved efficiently with a clear mind. It is important to find the right words and to give the customer the feeling that a solution is being sought as quickly as possible. Ultimately, you will be rewarded with the good feeling that you have fixed the problem and satisfied the customer.

What is INFORM as an employer like for you?

It's very simple: I feel very comfortable here. The social aspects, the people, the flexibility with the work – I see that all as one unit. I’m able to develop because of the good balance between family and work. Thanks to the offer of the INFORM daycare center, I was able to bring children and work under one roof in a very relaxed manner for several years. Even if INFORM has grown enormously over the years, one thing has always remained the same: the personal and closeness to colleagues.