Meet Kim Lillpop, A Director of Customer Experience

Q: What does Empowering Women mean to you?

Kim: Empowering women, to me, means embodying strength, leadership, and serving as a role model for other women in the industry and manufacturing world. It encompasses having a strong work ethic, leading through change, and setting an example of how to handle adversity, collaborate with others, and foster a dynamic and positive work environment. By being a beacon of change and a source of light for others, we can teach, mentor, and listen. This empowerment is something that is cultivated over time and inspired by the women who have paved the way before us.

Q: How did you get started working in your field?

Kim: I began my career in customer service at the age of 22, right after graduating from Millikin University. I wasn't actively seeking a job at the time, but as fate would have it, the head of Customer Service at Mueller Water Products reached out to my university looking for someone to fill a role they had open. They were provided with a copy of my resume, I went for the interview, and I got the job.

Starting out as a customer service representative, I quickly realized how much I loved the role. The opportunity to help others and achieve satisfaction from a job well done was incredibly fulfilling. I embraced every challenge and learning opportunity that came my way. I was determined to master all aspects of my job, so I would take our large catalog of products home each night, study it diligently, take notes, and ensure I followed up on everything I did.

This proactive approach and dedication to learning allowed me to grow and excel in my role. The experience has shaped me into the professional I am today, and I am grateful for the journey that brought me here.

Q: What do you love most about your job? / What are you most proud of?

Kim: Throughout the years, I have had the opportunity to work in various positions, starting as a customer service representative and eventually transitioning to the marketing department. Since 2009, I have had the privilege of leading our Customer Experience team, and it has been an incredibly rewarding role.

There are several aspects of my job that I absolutely love. Helping people and seeing a problem through to its resolution brings me immense satisfaction. I am deeply passionate about my team and the collective efforts we put in every day to support our customers, sales team, and manufacturing facilities.

Looking back on my career, I am proud of the accomplishments I've achieved along the way. From leading various projects and processes to implementing new strategies and merging divisions, each milestone has contributed to our success. My work ethic and unwavering drive for success have always been my guiding principles, and I am committed to giving 110% every day to ensure our team's and company's success.

Q: What advice would you give to someone considering this line of work?

Kim: First and foremost, it is crucial to immerse yourself in the job from top to bottom. Strive to become the go-to expert for your team. Knowing your subject matter inside out will not only boost your confidence but also earn you the respect and trust of your team members.

Leading with facts and knowledge is fundamental. The more you learn and study, the better equipped you'll be to make informed decisions and provide clear guidance. This commitment to continuous learning will also demonstrate your dedication and passion for the role.

Moreover, being present and available for your team every day is essential. Your consistent support and accessibility will build a strong foundation of trust and reliability. It is this daily presence that will truly make a difference in fostering a positive and productive team environment.

In conclusion, embrace the opportunity to learn, lead with knowledge, and be there for your team.

Connect with Kim on LinkedIn.