Darmond Robinson
Customer Solutions Manager, North America, Husqvarna Construction Division
Four years ago, Darmond Robinson made the bold decision to leave the call center he had helped build in pursuit of a better work-life-balance and new challenges at Husqvarna Group.
The level of trust and accountability placed on the individual resonated with him from the start. Today he works as a Customer Solutions Manager for the Husqvarna Construction Division, a leading manufacturer of innovative equipment and diamond tools for both the light construction and natural stone processing industries.
Darmond is responsible for overseeing the success of the customer service department in North America by monitoring performance and addressing customer needs, including handling phone calls, responding to cases, and processing returns. A key aspect of his role is managing his teams and their day-to-day operations. For Darmond, the best part of working for Husqvarna Group is the people.
– What keeps me motivated and happy every day is seeing how we’re progressing towards our end goals. Whether we take small steps or big leaps, we’re always moving forward. And I love that. But at the end of the day, it's the people you work with, the relationships you build, and helping each other succeed that makes it all worthwhile.
When starting his employment in 2020, amid the challenges of a pandemic, Darmond was impressed by how driven his colleagues were. Not only in their commitment to success but also in their genuine care for Husqvarna Group’s customers and each other.
“I never get the feeling that anyone is just going through the motions. Everyone is striving to be better.”
Darmond believes that caring is at the heart of everything; that bold decisions are often driven by a deep sense of care. However, overemphasizing care can sometimes lead to decisions that aren’t sustainable, that’s why it is crucial to balance caring for customers and the needs of the business to ensure long-term success.
– From a discounts and credits standpoint, we have guidelines we adhere to when making those decisions. But when it comes to following up with our customers and handling every interaction like it’s the first call of the day, we can achieve that time and time again. My supervisor team and Customer Service Representatives are always brainstorming ways we can improve our interactions by identifying “what great looks like”, seeking additional product training, and ensure they stay connected with our sales team to address customer issues. These behaviors keep us focused on raising the bar daily, and this is where our care truly knows no limits.
Short facts about Darmond
Nationality: American
Where do you live now? Olathe, Kansas, USA
Division and position: Customer Solutions Manager, North America, Husqvarna Construction Division
What year did you join Husqvarna Group? 2020
