Article

Placed an order recently? Asked about a product or checked on a delivery? Then chances are, you’ve already experienced some of the changes we’ve made to improve your UES experience.

Behind the scenes, we’ve been building a smarter, more connected customer service team designed to make life easier for you.

One team, one system, better service

To deliver a smoother experience, we’ve streamlined the way we support you. Our central customer service team now manages all calls and emails across Australia and New Zealand, ensuring faster responses and more consistent service, wherever you are.

Working from one system, our team has shared access to stock, pricing, order history and customer info. The result?

Faster responses. More consistent service. Fewer delays or mistakes

Every order is confirmed with a clear follow-up email, including your customer number and sales order reference, so you always have what you need.

Same-day and next-day dispatch, every time

When timing matters, so do the details. Our support team follows clear, consistent timeframes for processing. That means more accurate processing, fewer hold-ups, and better visibility around when your goods will arrive.

Know your order. Track your delivery. Pay securely.

We've also made it easier to manage everything from payment to follow-up:

• Secure online or over-the-phone payments – no waiting for a branch to call you back
• Clear order tracking with sales and customer references
• Proactive confirmations for peace of mind

As we build stronger relationships with regular customers, we’re able to tailor our service and streamline repeat orders. 

“We know our customers by name, we know what they order, and we’re here to make life easier,” says Alexis Caspersen, UES’s National Customer Service Manager. “Even if we don’t know the answer straight away, we’ll always find it and follow up.”