A day in the life of Lilla Horvath, Fulfilment Services Analyst at Fullers

We chatted to Lilla about how her background in hospitality gave her the ideal grounding for a customer-facing job in fulfilment and how her career has evolved over the last eight years, and what being a fulfilment services analyst actually entails.

Q How long have you worked for Fullers?

A Since 2017. I started as a customer service advisor and moved into an outbound co-ordinator role. Then in 2020 I moved into a more central role, moving away from operations and focusing more on essential management.

Q What does a fulfilment services analyst do?

A The role is quite a diverse one and covers everything that falls outside of your day-to-day operational tasks. It includes supporting customer service teams with sorting out issues with couriers or troubleshooting IT, helping customers with specific IT problems or invoicing, and onboarding. I also do courier management in terms of looking at rates, optimising what we have at the moment, seeing what other solutions are on the market and how we can make improvements that will benefit our customers.

Q What do you like about working in fulfilment?

A No one day is the same! And working in fulfilment really opened my eyes to how everything works – it’s having that glimpse behind the curtain and understanding the intricacies involved when you buy a product online.

Q What three characteristics are vital for your role

A You need a problem-solving mindset, patience and you need to be open-minded. By that, I mean you need to go beyond the usual answers to things. This ties back to problem solving; you need to sometimes think a bit differently and be willing to learn in order to fix those challenges.

Q What’s the best part of your job?

A For me, it’s the flexibility and trust. There’s no micromanaging and you’re able to get on with what you need to. It’s a really great environment.

Q What advice would you give to someone starting a career in fulfilment?

A Depending on which role you’re stepping into, you’ll obviously need different skills. In the office, for example, you need to be a people person. But overall, you need to be willing to put the work in. The industry is always changing so you need to keep up with those changes and be willing to learn. Along with that, you need to be a problem solver because there will be issues that you need to fix.

Q What do you like doing outside of work?

A I’m a keen ultra-marathon runner so a lot of my spare time is spent training for that. Whether that’s running, Pilates or going to the gym. I also like spending time with my dog, Gizmo and partner! And my partner and I also like to travel to exotic destinations that are off the beaten track, like Uganda, less touristy parts of Costa Rica and Socotra, a group of islands off the coast of Yemen. And finally, once a year I return to my home country of Hungary and volunteer for an organisation that is part of the international SeriousFun Children’s Network (originally founded by Paul Newman). They organise camps throughout the year for children with serious illnesses and their families.

Back to News