Customer Service Manager
Laura has been with Edge since 2014. After starting as an Admin Assistant, we quickly saw her potential and she’s now our Customer Service Manager.
Her role is to monitor the level of service for Edge customers and ensure that we’re always offering exceptional service. She is the main point of contact for our customers and goes out of her way to build great working relationships.
Her first task when she comes in each morning is to review our systems and work out what consignments need attention. With everything being consistently tracked and service alerts raising automatically, it’s easy for her to monitor service performance and identify the exceptions where everything hasn’t gone to plan. She’s an expert problem solver and makes sure that everything gets back on track.
Laura then keeps an eye on the progress of all our customer’s deliveries through the Palletline network, keeping customers up to date with ETA’s, liaising with customers and depots to resolve delivery point issues – like no one being in or access issues. She’s also found out on customer sites, demonstrating our online customer job entry portal and making sure that our key customer relationships are running smoothly.
Laura was a midwife before coming to join the Edge team so we knew she could handle pressured situations with a clear head. She’s now one of our main first aiders and has immense medical knowledge, which comes in very handy at times. After a couple of Team Edge found out they had high blood pressure, we purchased a blood pressure monitor for anyone to be able to use and Laura regularly encourages everyone to use it!
Laura probably has one of the most challenging roles with Edge as she is always presented with problems to solve day in, day out. She tackles them with a proactive approach, and gets a real sense of satisfaction from resolving each issue successfully.
Laura has also helped resolve a fair few tricky pallet mysteries, she is the Edge’s version of Jessica Fletcher, the character played by Angela Lansbury in Murder, She Wrote!
Laura is quite sporty; she completes the Rough Runner in 2016 to raise money for Edge’s chosen charity, Hospice of the Good Shepherd, and she loves training at the gym.
Quick fire questions...
How long have you worked at Edge?: Since 2014
Proudest achievements?: Becoming a midwife
As a child what did you want to be when you grew up?: Nurse
FavouriteTV show:: Housewives of Orange County/Cheshire
Favourite holiday destination:: South of France
Do you prefer tomato or brown sauce on you bacon butty?: Tomato