A day in the life of…Katie-Louise Hopkins, Customer Service Operative at Leamington Spa

How does a wedding seamstress make the transition to fulfilment? We chatted to Katie-Louise Hopkins to find out and learn more about her role as a customer service operative at our Leamington Spa facility.

Q What does a customer service operative do?

A Like the name suggests I work closely with our customers, answering queries, resolving complaints and relaying information about inventory, couriers, orders, etc. I work with a specific set of customers across industries, including pet supplies, health and beauty, and education. This also means that I work with the warehouse teams to solve any issues related to orders or stock.

Q How long have you worked with Fullers?

A I’ve been with Fullers just over a year. Before that I worked for a wedding dress company in their warehouse as a seamstress and doing quality control on all the dresses. When I started with Fullers I got a crash course in how warehouses run, because here they are much bigger, with more processes to keep them running smoothly. I began as a warehouse operative before moving into customer service.

Q What does a typical day look like?

A First thing we have a team meeting with everyone down in the warehouse. We get briefed on order levels, which customers will be busy, and anything else relevant to the day. Then I move upstairs where I check if there is anything that I need to address straight away. I also send reports to our managers to let them know what is happening on the day, and I monitor Zendesk which is how we communicate with our clients.

Then I keep an eye on the orders that need to go out – for example, one of my clients sends their products to retailers like Boots, M&S and John Lewis so I need to make sure they are going out at the right times for specific slots, which I’ll communicate to the warehouse team so they can prioritise picking and packing, and I’ll also create the labels for the orders.

Then I’ll monitor things for the rest of the day to make sure everything is running smoothly, and communicate with clients if needed.

Q What do you enjoy most about working in the industry?

A I love the fact that each day is different and that it’s so fast paced. I love being busy so I like that there is always something to do, somewhere to help. In customer service I like talking to customers and seeing another side of fulfilment outside of the warehouse.

Q What’s the best part of your job?

A Definitely the people! We get on well in the office and have a good laugh, and my customers are lovely.

Q What three characteristics are vital for your role

A You have to be positive and friendly because you’re building relationships and helping people who might be upset about something. You also need to be organised because there will always be a lot going on. And finally, you need an eye for detail because you have to ensure that the information you’re sharing is accurate and correct.

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

A Pay attention to what you’re doing! I think it’s a great industry to be in, it’s busy and fast moving. So be prepared to be busy!

Q What do you like doing outside of work?

A I like walking my two dogs – they’re pugs! And I like paddleboarding, yoga, sewing and spending time with family and friends.

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