A day in the life of…Monika Kocur, Order Fulfilment Administrator

Outgoing multitasker Monika Kocur is an Order Fulfilment Administrator at our Slough facility. We chatted to Monika, finding out how her time working in hospitality helped prepare her for a career in fulfilment, what her role entails and what she likes about the industry.

Q What does an order fulfilment administrator do?

A A bit of everything! But mostly focusing on customer service – acting as the central link between the client and our operations team. I deal with all customer enquiries mainly via the Zendesk platform, handling a wide range of enquiries. This includes everything from assisting with products, inbound and outbound, to transport related matters. I also occasionally support our customers with processing of manual orders.

A key element of delivering excellent customer service is being proactive. This means actively monitoring order shipment statuses through our Follow My Parcel platform, investigating courier exceptions or delays, and ensuring clients are informed promptly so they can communicate effectively with their end customers.

I also manage the returns processing – like the quality control checks, determining if a product needs to be sent back to our customer, fixed or returned to stock. As part of the quality control process, I take pictures of items when there’s an issue and send the evidence and findings back to our client clearly and promptly. And I deal with order shipping for pallet deliveries for our B2B customers.

And finally, I also co-ordinate pallet shipments to our B2B customers and support with other administrative tasks to help keep the daily operations running smoothly.

Q How did you get into fulfilment?

A I was a hotel receptionist before joining Fullers. I loved the role; getting to know guests, helping them solve any issues, taking bookings were just some of the things I did. However, the hotel catered mostly to corporate guests and during the pandemic we were placed on furlough. With such uncertainty all around, moving into fulfilment, learning new skills and developing my existing expertise just made sense.

So I joined Fullers towards the end of 2020, starting out as a warehouse operative and forklift operator, before developing into a new role as order fulfilment administrator which was the perfect combination of my hotel experience and the experience of working in the warehouse.

Q What is your favourite part of your job?

A I love the fact that it’s never boring and you’re busy all the time. There is also so much to learn and what I love about Fullers is that each time I’ve wanted to learn something, I’ve never been told no; I’ve always been encouraged. I also like the fact that there is always something new, like getting to know a new client or new products.

Q What three characteristics are vital for your role

A Being chatty! Seriously, communication skills are vital, whether I’m talking to clients or the warehouse team. Multitasking is also important considering how many things are on the go at the same time and making sure everything stays on track and is attended to. And organised. I guess that goes with multitasking, but I’d say it’s still important.

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

A Find a good company like Fullers where there are good paths for development and everyone finds what they are good at. You can really go in any direction!

Q What do you like doing outside of work?

A I love a good jigsaw puzzle! They keep me occupied for ages. I also enjoy swimming and taking my son swimming, walking and watching TV.

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