The steel industry doesn’t stand still. Supply chains stretch across borders, customer demands shift overnight, and production schedules change at the drop of a hat. From the moment an order is placed to when the steel leaves our site, there are countless moving parts that need to align, and lots can change along the way.
That’s where strong customer service comes in. When challenges arise, it’s the people behind the orders who make the difference. At Ovako, our customer service teams are the steady hand guiding customers through every twist and turn.
I’m part of the sales support team at Ovako Imatra, and across my 29 years with the company, I’ve learned that this job is about responsiveness, clear communication, and doing what we can within a complex industry to make sure we can say “yes” with confidence. In my case, that’s across four different languages: English, Swedish, French and Finnish.
Here are the five most common questions we get from customers, and how we work to answer them.
1. Can you speed up my delivery or change the delivery date?
This is easily one of the most frequent requests. Customers want to know if we can move their delivery earlier or change their option date, usually because their own production timelines have shifted.
Sometimes we can. It depends on where we are in the production process. If the order hasn’t been rolled yet, there might be some flexibility. But if production has already started, or even finished, we’ll need to coordinate with both production planning and logistics to see what’s actually possible. If we can’t meet the original request, I make sure to come back with the best alternative.
2. Can I cancel or adjust the order (quantities or dates)?
This comes a close second. Our goal is to support our customers, but we also need to manage our operations responsibly. Timing is very important, and the sooner we hear about adjustment needs, the better. Sometimes we can find a solution and sometimes it's much more difficult, even impossible. Every time we still try to find the best possible solution together with the customer.
3. How soon can I get a response or confirmation?
We know timing matters. That’s why we prioritize quick confirmations, ideally same day if the order information is complete. But to do that, we need accurate details from the start: dimensions, quantities, max bundle weights, specs, and who the order is for.
When all the information is clear, we move very fast. I’m in direct daily contact with my customers without any intermediaries, so information flows quickly.
4. What can I do to help make the ordering and confirmation process smoother?
A clear and complete order sheet is key. The more accurate the input we receive, the easier it is to process and confirm.
Missing information like unspecified bundle weights or unclear specs slows everything down. It means more back-and-forth, and delays in getting a confirmation out. So, I always advise customers: please include every technical detail, every time. It really does make a difference.
5. Who should I speak to if I have technical questions about steel grades?
I will always help direct customers to the right person. But if you’re asking about steel grades, chemical specs, or special applications, our Technical Customer Service team is your best contact.
Our technical experts are incredibly knowledgeable and trusted by customers across the world. Often, customers will come to me asking which steel to use in a certain part or product. My role is to connect them with the right specialist who can guide them forward.
And sometimes, we get unexpected questions too…
One of the more unusual moments was a few years back, when we got a very urgent request for a special steel grade used in suspension arms — for a presidential vehicle in France. The customer needed it ASAP. Fortunately we happened to have the material in stock and were able to deliver it immediately. A rare case, but a good example of what proactive service can mean.
I often get asked about "biggest orders," and that's easy: 1,500 tonnes, about 25 full charges at Imatra. But honestly, what matters most to me isn’t quantity. It’s the relationship. Whether it’s five tonnes or five hundred, every customer deserves our full attention, clear communication, and reliable support.
After all these years, that’s still what I enjoy most: helping customers succeed, one conversation at a time.
Ulla Kaski, Executive Assistant & Sales Assistant, Ovako Imatra