Milena Limacher is our LATAM Sales Manager, responsible for our Baby Care customers in Latin America. Born in Colombia, she not only speaks fluent Spanish but also has many years of experience in sales and customer care in various international companies. She has been looking after our HOCHDORF customers for over five years. We find out what makes selling infant formula so exciting, the challenges she faces on a daily basis and what kind of service HOCHDORF customers can expect.
What are your key responsibilities as LATAM Sales Manager?
Milena Limacher: My main task is to develop long-term customer relationships. HOCHDORF strives to be a partner, not just a supplier. We have a relationship with our customers that is based on partnership. This is very important in the infant formula business because we mostly work on long-term projects. If our customers are happy, HOCHDORF is in a good place. This is the only way we can develop sustainable growth and be successful.
My job is to convince both existing and potential customers that we are the best option for them.
I represent the HOCHDORF Group as the Sales Manager. My job is to convince both existing and potential customers that we are the best option for them. This might be due to our broad portfolio, our excellent Swiss quality or the value for money we offer. Once I have succeeded in persuading a customer that HOCHDORF and our products are the best fit for them, the entire order process then goes through me – from the first customer contact to the order and delivery, right up to export, commercial support and subsequent on-going customer care.
A lot of people don't realise what is involved in the production process for infant formula.
What challenges do you face at work?
Milena Limacher: It is really important to me that we meet all our customer requirements while acting in the company's best interest at the same time. Finding the balance between the two sides is a daily challenge. Another challenge is to show potential customers who are new to the infant formula business just how complex the products are. A lot of people don't realise what is involved in the production process for infant formula. We make products that require an intensive development phase. There are stringent legal requirements for infant formula and they vary from country to country. Together with our specialists, I advise our customers, explain the individual procedures to them and support then in the decision-making process.
What is your personal connection to Latin America?
Milena Limacher: South American blood flows through my veins. I was born in Colombia and I lived there until I completed my studies. The Latin American culture is a part of who I am. So I have a better understanding of my customers, both culturally and linguistically. I love speaking Spanish at work. As well as building closer relationships with my customers, it also continually takes me back to my roots.
We can develop long-term and stable relationships with our customers and forge a genuine partnership.
What makes your work so exciting and what do you find less enjoyable about it?
Milena Limacher: The infant formula product is at the core of my role. I like the fact that we make high-quality products thath require expertise and experience to sell. We can also develop long-term and stable relationships with our customers and forge a genuine partnership. It is not the typical, short-term buyer-seller relationship. At the same time, the complexity of the products places some restrictions on our work. The lengthy processes and stringent legal requirements make us inflexible in certain areas.
The complete, wrap-around relationship is only possible thanks to the specialists we have in various areas.
What kind of service can customers expect from you and HOCHDORF?
Milena Limacher: We provide our customers a 360° service, tailor-made to their requirements. We don't just sell a product; we advise and support our customers before, during and after sales. This complete, wrap-around relationship is only possible thanks to the specialists we have in various areas. From development to production and right up to the packaging and marketing of our infant formula – we have highly-qualified and experienced employees working at HOCHDORF.
Thank you for the interesting interview and insight into your work.