Since joining the James and James team in June 2020, Laurie grabbed every opportunity to learn about the world of eCommerce and is now applying that knowledge in her new role.
Laurie tells us a little more about her time whilst at James and James...
How long have you been at James and James?
I started in lockdown, June 2020.
What did you do before joining James and James?
I worked in a coffee shop, Bewiched Coffee (you may have heard of it).
Tell us a little about your promotion and what it will involve:
My promotion involves working with our clients on a daily basis and ensuring we are here for their every need to help them Scale Up and grow with us. As well as making sure we are offering the best service possible.
How did your previous role set you up for success in your new role?
Having the experience of working in Client Services in both the courier side and internal area’s it has really helped shape how I can empower as well as educate our clients. Not to mention my great team giving me the confidence and opportunity to grow as a person.
What lessons did you learn in your first few days and weeks at James and James?
There is a lot more to eCommerce than I thought! I learnt how to deliver a great client experience and build up client relationships that I still have to this day.
Your advice to new starters?
Believe in yourself and Challenge, Create, Deliver.
No fulfilment expertise? No problem. Dan Edwards proves that with sheer determination and focus, you can progress your career pretty quickly at James and James.
Dan, who had a decade of experience in Private Healthcare, moved to Northampton from Birmingham in search of something new. He felt it was time for a change.
He remembers seeing the job ad for Client Services Executive and after doing his James and James research, felt it was a company that was going through a period of fast pace growth and one that offered an exciting culture.
"It was the entertaining YouTube recruitment video that stood out and caught my attention!"
Being completely new to fulfilment, Dan knew he could use his existing skills but would need to put in the extra work to learn everything and anything about the industry. "It was a challenge, but definitely worth it," he said.
Dan explains how adapting to the pandemic and its impact on the industry - coupled with regular lockdowns, Christmas peak and Brexit - has presented huge challenges.
While there have been challenges, there have been successes. Dan's supported many ambitious online companies to reach their potential and grow. As a result, he quickly progressed from Executive to Manager.
Dan's advice to new starters?
"Being proactive and getting stuck into resolving client queries and issues was one of the biggest lessons for me. The nature of the business means that a lot of the work is often time-sensitive and requires you to be on top of the issues and queries.
"Also having an understanding of how each department in the business works is essential, especially from an operations point of view. The variety of companies we work with means we're closely aligned with every department, whether that's Goods In, Assemblies, Returns, Dispatch, Quality Control, etc."
"Oh, if you're looking to join Client Services, do not underestimate how much we enjoy food!"
Dan's promotion is evidence of his commitment to client care. He's demonstrated core skills of understanding his clients (their products, their customer base, future plans, and forecasts) as well as maintaining solid communication between clients, operations, couriers and his own team.
Dan says his role, team and department is still fairly new, so his focus over the next few years will be to play a key part in helping it grow and develop.
Assistant Carrier Manager
How long have you been working at James and James?
Two and a half years.
What lessons did you learn in your first few days and weeks at James and James?
Just throw yourself into the role. You will always find something new to learn about in eCommerce, even when you think you know it all. I’m still learning today.
How did your previous role at James and James set you up for success?
My previous role was within the Client Services Team, and I worked predominantly on carrier related enquiries. I really spent every minute learning everything I could!
That role taught me everything I needed to know, giving me a solid foundation of knowledge for my current position.
Can you give an overview of the different roles and responsibilities you’ve had since working at James and James?
I joined James and James’ Client Services Team during the second wave of Covid. I began in team Deliver focusing on carrier related enquiries.
I was in that role for a year when I noticed a gap in the company and pitched to the senior leadership team for the role of Carrier Manager, where I have been working since.
I look after 17 carrier accounts across four sites, so it is heavily operational. My responsibilities can vary from helping with Margins and metrics for the SLT, duties and taxes, IOSS, managing dangerous goods, carrier collections and resolving general queries from Sales, Onboarding and Client Services
What achievements are you most proud of since working at James and James?
Two months into my new role I took on my first solo project, I implemented IOSS across every client shipping into the EU.
This involved integrating new services with the technical support team and allowing the clients an option to hold their unique IOSS number within the system, which is then needed to be supplied within our commercial invoices.
What is your definition of success?
To follow your ambitions; success is always about what will bring you the most fulfilment.
What advice would you give to others looking to expedite their professional growth in 2023?
Think outside the box.
For example, the natural progression for my role was Team Deliver to Team Challenge, but I pitched my own job idea when I was at the crossroads. Don't be afraid to go against the grain with career development; don’t be afraid to challenge the norm.
Process Improvement Specialist
Hayley’s journey at James and James began in Client Services over 5 years ago. Learn how she became our Process Improvement Specialist.
How long have you been working at James and James?
Five and a half years.
What lessons did you learn in your first few days and weeks at James and James?
To not be afraid to ask questions to anyone you speak to, everyone’s got the time to sit down and explain, no matter how silly you think the question is.
How did your previous role at James and James set you up for success?
I worked in Client Services for many years so I got to understand client pain points, and learnt a lot about our clients’ operational perspectives. I use this knowledge to help with my work in improving and implementing processes.
Can you give an overview of the different roles and responsibilities you’ve had since working at James and James?
As mentioned, I started in Client Services and stayed there for nearly 4 years. When I joined, we were only a team of five!
Then I become the Process Improvement Specialist; in this role I help with global support in our US and EU sites. I also oversee process documentation, implementation, new tech releases, or any changes to our business processes.
What achievements are you most proud of since working at James and James?
I recently finished a project where I oversaw process improvement documentation for the whole business. I managed all departments to ensure all business documentation was updated, implemented, cohesive and approved.
I also managed the creation of new website pages to work as a platform for these documents to make them widely accessible.
What is your definition of success?
Accomplishing goals both personal and professional.
What advice would you give to others looking to expedite their professional growth in 2023?
Listen to everything, whether or not it’s relevant to your current role. Just from sitting in Client Services and listening to Operations, the more you absorb the better
VNA Driver
Not long after joining James and James as an agency worker, Adina impressed us with her work-ethic and attention to detail, and went from strength to strength. She soon became a permanent member of the James and James family as a VNA driver
How long have you been working at James and James?
Two years.
I started off as an agency worker but I am now employed by James and James and working full-time.
What achievements are you most proud of since working at James and James?
Definitely going from an agency worker to an official James and James employee. It was great to see my hard work be recognised by the company.
What is your definition of success?
Being able to do the things you enjoy, both professionally and personally.
What advice would you give to others looking to expedite their professional growth in 2023?
Success is going into everything with a smile, being positive in everything you do, and seeing the best in people.
What lessons did you learn in your first few days and weeks at James and James?
Try everything you can. Learn how to work in every department to fully understand how the fulfilment centre works. This will open up more opportunities for you further down the line, and unlock new doors
Fast Track 100 status, double-time Queen’s Award winners, year-on-year growth; our immense success as an eCommerce fulfilment partner to hundreds of online brands just wouldn’t be possible without our people.
While awards are lovely, our reason for being is so much more.
We’re here to create change with a team of brilliant individuals who share our ambition, to join in with the next, and most exciting, part of our journey.
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