In my conversation with Gavin Williams, the Deep Sea Manager at Kukla UK, he shared some of the changes in the industry since his return after a break. Gavin discussed several aspects of his key role, emphasising customer and stakeholder relationships. Let’s dive in!
Gavin, tell us a little bit about yourself.
Hi Chris, sure. I’ve been married to Emma for 28 years and am a father of three daughters. I didn’t have much free time for a while, it was more family time. Although they all still live at home, they are grown up, so I now have more time for myself. I enjoy playing golf, although it would be nice to be able to play more consistently. I watch most sports on the TV when I have the chance. However, it’s not always easy in a house of four women in particular, as I follow Formula One.
What have been the most significant changes and developments you’ve noticed in the sector?
When I originally left the industry in 2005, most Deep Sea shipments were made in 20ft containers loose-loaded to maximise the case count. However, this did cause frequent issues with the warehouses devanning. Now the majority of shipments are palletised in either 20ft or 40 ft containers.
Emails have been a big change. Nowadays, everything is done by email and there is less contact by telephone with customers and shipping lines.
Tell us about your involvement with the BWS (Beer, Wine and Spirits) sector.
I haven’t had any involvement with the BWS sector other than the shipping and consumption, in moderation.
What does your role as Deep Sea Manager involve?
My role involves overseeing the department and arranging shipments from all non-European countries. The main regions are Australia/New Zealand, South Africa, Chile/Argentina and USA, as well as less popular areas such as Georgia, Lebanon and Japan, to name a few.
Within the Deep Sea department, we also handle non-European exports of both BWS and general cargo.
What are the essential skills that you believe are required for this role?
Not really a skill but old age, commonly known as experience. Since I started in the BWS industry 30 years ago, I’ve always tried to learn and remember as much as possible, always asking questions to further my knowledge. Even for areas that were not within my department. When I returned after a 15+ year break, I was surprised at how much I still actually remembered.
It’s also good to understand what the stakeholders require. A supplier may have an order ready, but the customer may not require it. Likewise, the customer may not understand the sailing schedules or transit times. As freight forwarders, we are in the middle of handling things and hopefully taking the pressure off the customers.
I like to think as a logical person, which I feel helps in resolving problems as they arise.
Describe what a typical workday looks like for you.
I always start with coffee, specifically white and without sugar, within the department. My first task is checking the scheduled deliveries for the upcoming days and resolving any issues that may occur. I am also updating the system and informing the customers of vessel bookings for their orders as they become ready.
I engage with suppliers, chasing them for ready dates on late orders and then informing customers accordingly. Also, we are monitoring the departure of vessels and ensuring that the expected arrival dates remain unchanged. Additionally, I book in deliveries with the warehouses to ensure timely and efficient delivery within the free period at the port.
To facilitate smooth customs clearance, I follow up on any outstanding documents required and check them before sending them off for clearance. Ensuring the file has been completed with the correct costings and sales figures.
Lastly, I always strive to offer assistance and support whenever possible. Collaboration and teamwork are key to achieving success in any role.
Can you share some experiences or examples of interactions you and your department have had with customers and how you have successfully addressed their needs and requirements?
We had a recent situation where a customer needed to delay orders that had already been shipped and were on route. We looked at the arrival dates and the new delivery dates and worked out the most cost-effective way for the orders to be delayed to meet their new requirements. Either cross-docking or leaving on the quay and handling on the last possible free day to reduce the costs incurred.
Can you discuss any successful projects or initiatives you and your department have undertaken to improve customer satisfaction?
Aside from our usual values, maximising cost and service, I try to encourage my team to telephone our customers, build relations and get feedback to see how we can best dovetail with what they are looking for. As we all know, communicating over email can, on occasions this can lead to misinterpretation and misunderstanding, especially when things are busy and working at pace.
How do you manage relationships with stakeholders, such as suppliers and partners, to ensure seamless operations and customer satisfaction?
Within the department, we consistently communicate with suppliers through our overseas agents to stay updated on ready dates and any potential delays. We ensure that customers are kept informed throughout the process and make arrangements to pre-book vessel slots on suitable sailings to meet the specified delivery dates.
What do you enjoy most about your work as a Deep Sea Manager at Kukla UK?
Payday is quite enjoyable. Joking aside, I’ve always enjoyed knowing that when I see a bottle of wine on a supermarket shelf or in a restaurant or pub, there’s a possibility that I was involved in getting it into the country.
It’s good to arrange the shipment of multiple containers on a weekly basis. Typically, 3 to 7 weeks later, depending on the origin, we make arrangements for the delivery to the customers’ warehouse.
Plan ahead
Kukla UK Deep Sea team is diligently planning to ensure timely delivery and has already begun taking orders for Christmas. Our goal is to avoid any last-minute inconvenience and provide you with a seamless experience.
We can guide you, offer recommendations and ensure your order meets your specifications.
Please feel free to contact us at kukla.uk.DS@kukla-spedition.com. Providing you with outstanding service is our top priority.
