Of the nearly 20 years that he has worked with CBC, Steve Moran has worked for approximately seven years as Branch Manager with CBC’s Bayswater branch in Melbourne. He spoke to Let’s Roll about how the branch, part of Motion Asia Pacific’s network of over 65 branches in Australia (including CBC, BSC and WebsterBSC), is instrumental to supporting the local manufacturing businesses and industries.
Q: Can you please introduce the team at CBC Bayswater?
Steve: The team at CBC Bayswater includes Aaron Moss, who is the assistance manager with over 14 years’ experience in the industry, as well as account managers, David Mills and Lachlan Laine. Together, the team has a combined experience of over 20 years in the industrial space. Additionally, all of CBC’s staff undergo professional and hands-on training by CBC itself, as well as by some of our Premium Partners on a range of different industrial applications such as power transmission, bearings, lubrications, etc. so that they can help customers with all of their industrial service requirements. Where necessary, we coordinate with our suppliers to offer specialised services to our clients.
Q: In your opinion what are some of the key strengths of CBC-Bayswater team?
Steve: I would say their attention to detail, their quick response time and the fact that they treat every customer with the same value, regardless of the value of their order or enquiry. We have always been proud of our customer service and going out of our way to help our customers in times when urgent response has been needed.
Q: Can you recall any examples of this?
Steve: Yes, there have been many instances when a client has called us in the afterhours and we have jumped to help them with urgent requirements. During those early months of the COVID-19 pandemic when there was a shortage of toilet paper in the market, one of our clients, which is a paper production company, was running extended hours to commission a new production line to keep up with the increased market demand. It was not uncommon for one of us to rush to the store at ten o’clock at night to open the shop and organise a taxi to deliver the product they needed to them urgently.
Also, in the mining space, although as a metropolitan branch the CBC Bayswater branch does not have many mining clients, we do have many clients who service the mining industry. As such, we understand the level of customer service and product reliability that these companies need. So, when one of our clients, who manufactures rubber products for conveying belts, contacted us on a late Friday afternoon with an urgent requirement for a tapered roller bearing, we quickly identified the bearing using images provided by the client. We then contacted our Premium Partner, NSK, who helped us deliver the bearing to our client in time. Had we not responded with a sense of urgency, the manufacturer would have lost over $70,000 worth of production over the weekend.
Q:How would you describe your relationship with your suppliers such as NSK?
Steve: We generally have a very good working relationship with all of our suppliers, which enables us to always source reliable products for our customers within the required timeframe. In this instance, we share a close relationship with the NSK sales team, who in turn assisted us in getting the order ready in time for our customer.
Q: Any last words?
CBC is a value-based company and we put a lot of emphasis on serving our clients to the best of our abilities. We never hesitate from going above and beyond to get our clients out of trouble and their operations back to service. It is great to be working with suppliers such as NSK who share similar values as us when it comes to customer service.