5 Questions with Customer Service’s Shanisa Trotman
Loaner/Return Customer Service Analyst Shanisa Trotman is driven by her coworkers, family members and the Arthrex core value of Making People Better. Since joining the Arthrex team in 2016 as Warehouse Associate I, Shanisa has advanced twice and transitioned into her current role in April 2019. Read on to learn about Shanisa’s position and the advice that helped contribute to her professional development.
What does a typical day at work look like for you?
My role is still new, but a typical day consists of coordinating shipping and returns of loaner sets of instruments for surgeries. We refer to them as “cases.” (Some Arthrex instrumentation sets are available as loans to surgery centers and hospitals who return the kits after use to be properly sanitized, inspected and shared with the next recipient). Typically, the agency or the hospital that needs a loaner instrument set will call in or email their request when they have a surgery scheduled. That’s when Loaners Customer Service will coordinate with the Loaners Logistics team to see if we have those sets available to ship for the surgery. We determine when each set should be returned based on when it was shipped.
What do you enjoy most about your job?
I enjoy the investigative, fast-paced, deadline-oriented aspects of the job most. It makes me feel a sense of accomplishment at the end of the day! Plus, I work with an awesome group where most of the employees have more than 10 years’ experience with Arthrex. I feel lucky to be part of the team.
What has been a highlight during your time at Arthrex?
A highlight during my time here was helping with the Voice-Pick Collect project in December 2018. Voice-Pick Collect is a system that we currently use in the Warehouse Shipping department to help make the product picking process faster and more efficient. The new process uses voice commands and scanners to streamline picking products to ship. I was able to help make this project come to life by assisting with the system implementation and appearing in the training video. It was very exciting!
Our core value is Making People Better. How has Arthrex made you better?
Arthrex has made me better by providing meaningful work that I can feel personally connected to and helped me tap into and fulfill my own inner purpose. This company allowed me to leave my comfort zones. You can’t move forward if you don’t grow, and you can’t grow if you never leave your comfort zones.
Arthrex helped me to develop by trusting me to do my job. The managers and leads here have always let me know what their expectations were by modeling the behavior they expected. I was always given the tools and guidance to know what I needed to succeed and that gave me greater ownership, but it also showed me that credibility and trust are important in this organization.
I received the best advice of my career while working here at Arthrex. [Loaner Returns Customer Service Analyst] Katrina Page, an Arthrex employee of 13 years, told me, “Never be afraid to ask questions.”
Even if I need to ask a member of another department to find the answer, it helps me learn more about Arthrex’s operation system in the warehouse.
What do you do in your downtime?
I’m a big family person and pride myself on spending every Sunday with my family. Football season is an especially fun time for us. In my household, we are huge New Orleans Saints fans! When it’s not football season, we like to have family game nights on Sundays. I firmly believe that life is better when you’re laughing, and our game nights are great for that.