For this month’s Spotlight On, we connected with United Trimen Account Manager, Moana Ho. Now one year into her role, Moana shares how being calm, clear, and customer-minded has helped her not only grow but excel at United Trimen. We thoroughly enjoyed getting to know her better, and we know you will too.
Out-and-Back to the True North
Prior to joining the team at United Trimen, Moana was an early bird. Like, really early. “I was working at night. It was like a 3:00 a.m. start so people could buy their produce and be ready to go to the shops when they open at 5 or 6 a.m.” She says this nonchalantly, and it’s pretty clear that six years spent working in the often unpredictable, pre-dawn produce markets of Melbourne, Australia, helped make her this way. “So, working in a nighttime environment that’s very hectic has built a very calm baseline for me. There might be chaos around me, but I can make sense of it.”
Although she left the night shift behind, Moana brings the same game adaptability to her role as United Trimen Account Manager. Having just celebrated one year in the role this month, Moana credits past experiences with her ability to thrive in unconventional settings. “I would say in terms of skills, being able to be adaptable and flexible and reprioritize your day as it goes is really important. And I honed all of that while working in the produce industry.”
After spending ten years away from family, Moana was eager to return to Toronto. “I came back to get some Canadian hospitality experience. So I was very, very lucky to land at United Trimen. It opened my eyes to the food service industry being so much more than just food and to how broad its scope is outside of just restaurants and chains.”
No Question Too Small
An average day for Moana involves keeping customers abreast of their order status, which means frequently following up with suppliers, buyers, and the warehouse team. “Besides quoting and providing ETAs, I’m also the customer’s go-to person to source smallwares and equipment.” Moana’s responsibilities include solving pressing needs in a snap. “Being in the food service industry, you work with a lot of people who are like, ‘I need this yesterday.’ I call those projects 911s.” Not one to shy away from a challenge, Moana says that last part with a capable smile. “My day involves a lot of prioritizing and reprioritizing.”
“When I came into United Trimen, I didn’t have any background in smallwares or heavy equipment, so I leaned on my comfortability in asking questions. I’m someone who, if I don’t know something, I’m not going to fake it. I’m very transparent about wanting to learn and my willingness to ask questions. And if that person doesn’t know the answer, then the next question is figuring out who does.”
Moana recalls a fond memory from her early days doing just that. “I used to work with somebody named Scott Moore. He just recently retired after 20 years with United Trimen. And his motto was always that, ‘If you don’t know the answer, someone under this roof will.’ Like, there will be an answer somewhere around here. And I really do believe that as well. People here are very willing to help.” That willingness of her teammates, combined with her own insatiable curiosity and interpersonal skills, helped Moana get to where she is today.
Building A Foundation for Success
When talking about stretching her skills and knowledge at United Trimen, Moana looks back over the past year’s experience. “When it came to my first heavy equipment project, I was very excited. It was such an amazing learning experience because you don’t know what you don’t know.” She reflects further on her feelings at the time: “I think heavy equipment was always a bit scarier than smallwares because of the price point. Of course, a case of plates or cups is not going to be equivalent to selling someone a heavy-duty range.”
Moana shares that this project involved many moving parts and was also the customer’s first time working with Canadian suppliers. “When we finally got to the point of being awarded the contract, we’d been talking for a year already. At that point, it’s almost like working with old friends before getting into the actual work of being their supplier. Being able to work with them for that long allowed me to build a relationship over time.” She emphasized the benefits of a long lead time and of being involved from the start, especially since it was her first time working with heavy equipment. “That project was personally very rewarding, not only because of the people I got to meet and work with on their side, but because I got to lay the groundwork for the relationship.”
Having accomplished something that daunted her only a year prior, Moana contemplates the huge difference that time, knowledge, and a supportive team can make. “It’s interesting looking back on that first experience and how I approached it. Now I know what I may do differently for future projects, or similarly, because it went so successfully.” Regardless of what lies ahead in her second year at United Trimen, one thing’s for certain: no question will go unanswered, or rock unturned, when Moana’s on the team.
