Zoo Hardware’s new Customer Service and Internal Sales Director has stressed the importance of taking a customer first approach into 2026 as she moves into the role.

Sheena Kotecha, who brings more than 15 years of experience across commercial operations and customer success, working across UK, UAE and global markets, has taken on the position following the brand’s acquisition by Quanex.

As part of the Hardware Solutions division, Zoo Hardware, alongside ERA, Giesse and Reguitti, unites globally recognised brands within the Quanex group.

Sheena’s career has seen her lead large operational and customer-facing teams, specialising in transforming customer operations while optimising service processes and improving efficiency, retention and customer satisfaction.

Her focus for the Zoo Hardware product brand will be on ensuring the highest levels of customer satisfaction across the board, based on reviewing processes and implementing wider business plans to the benefit of customers.

She said: “It’s more important than ever to put the customer at the heart of your decision-making process.

“Our customers need our support in more ways than ever before and this presents us with an amazing opportunity to do things differently, in a way that allows us to stand out from the rest.

“Combining commercial ambition with customer-centric delivery is something I am proud to have built a track record for and at Zoo Hardware, we have a commitment to ensuring we are always doing the utmost to be at the top of our game on both counts.

“It’s so exciting for me to see that my philosophy and vision is share with the team here – we are all focused on the same goal.

The acquisition of Zoo Hardware, ERA, Giesse and Reguitti by Quanex is aimed at strengthening the diversified building products supplier with global reach and an expanded product portfolio.

On the positive impact this will bring to customers, Sheena said: “We are looking at a bright future ahead, with customers able to benefit from a team of knowledgeable and professional sales staff who are able to support with their goals.

“Whether that relates to preparing to hit sustainability targets, raising awareness on legislation or general product information, we have a team here who are ready to raise the bar for customer satisfaction.

“We are also looking with a wider view on the processes and mechanisms which allow us to do this in the most proactive and efficient way possible.”