Spotlight on Consumer Relations! - You just bought an Amy's product and you want to tell us how great it is, ask us a question or (gulp) make a complaint. Who are you gonna call? Amy's Customer Relations Department.

Susan Shimm works as a Customer Relations Representative for Amy's. She is responsible for answering phone calls, letters and emails from Amy's customers in the United States and Canada. Every person who calls, writes or emails gets a personal response from Susan or another member of the Customer Relations team. In addition, Amy's mom, Rachel and her mother Eleanor read every letter and email that comes in. Susan may have a lot of work now, but Amy's Customer Relations Department wasn't always this big or this busy.

Susan Shimm - Customer Relations Representative

Nine years ago Susan Shimm started her second career. After she and her family moved from Marin County to Sonoma County, she found it difficult to find a part time teaching job. It was then that Rachel Berliner suggested that Susan come work for Amy's part time in the Consumer Relations Department. That was 1995 and Susan began her job handling incoming letters and writing personal responses. With Amy's expansion, especially into mass market grocery stores, Susan was soon asked to answer phone calls too.

"I like to deal with the public," says Susan. While many people find her line of work difficult, Susan enjoys talking to people on the phone and writing personal responses to each Amy's customer. She also enjoys Amy's newest technology: Email. She likes that email is quicker and easier to answer, less formal and she feels she builds camaraderie with the customer.

Susan is committed to Amy's. She has been a family friend of the Berliners for 25 years and has seen Amy's go from one Pot Pie to over 80 products. A vegetarian herself for 29 years, she believes in the products and the philosophy of the company. Most of all, Susan enjoys the people she works with at Amy's, especially her brother Fred, who is Amy's Head Chef and her nephew Fred Jr., who is also in Product Development.

Susan has a very special place in her heart for several Amy's products. Several recipes for Amy's products were taken from her grandmother's recipe collection and made vegetarian. Amy's Stuffed Pasta Shells are her family's most recent contribution to the Amy's line.
When asked what her favorite Amy's product is she says, "Black Bean Enchilada, that's easy."