14 December 2020

Employee spotlight

At efm, our people are critical in enabling us to deliver our promise of no better experience. We sat down with Tim Raines, Lee Dornan and Mary Watkinson to ask two key questions.

Meet some of the people delivering no better experience

At efm, our people are critical in enabling us to deliver our promise of no better experience.

Each of our customers is partnered with an Account Manager, who is responsible for the day to day management of their account. Behind the scenes, Account Managers are supported by a diverse team whose experience and skills help to drive quality outcomes.

We sat down with three key team members across our Commercial, Service Delivery and Operations areas to ask two key questions:

1. How do you deliver on efm’s promise of no better experience?
2. What gets you out of bed in the morning?
Website images 08

Tim Raines

Regional Manager of Queensland and Western Australia

Tim Raines is the Regional Manager of Queensland and Western Australia. He supports a team of five account managers. With ten years’ experience at efm, Tim provides oversight of internal processes, operational and commercial outcomes and stakeholder engagement.

"We seamlessly implement solutions to a customer’s business."

How do you deliver on the promise of no better experience?

It comes down to good planning, availability and doing what we say we’ll do. If a customer needs us, we’re there. When we say we’ll deliver, we do, no excuses. After the fact, we review our performance and identify how we can improve further.

We recently had a retail customer whose distribution model was disrupted by COVID-19. The B2B business pivoted to sell direct to the consumer, however, their incumbent carrier didn’t have the delivery network, nor the customer service depth required. Within a fortnight, we’d identified and selected a carrier with the requisite capabilities and had seamlessly implemented the solution in the customer’s business.

What gets you out of bed in the morning?

There are two things that get me out of bed in the morning. The first is the opportunity to improve a customer’s business. Whether it be improving the speed of getting freight out the door, or delivery performance for a customer, I really enjoy the satisfaction of making a positive impact.

It’s also the people I work with. From account management to leadership, I am surrounded by people who strive to succeed every day, which makes for a very enjoyable place to work.

Connect with Tim on LinkedIn

Website images 10

Lee Dornan

General Manager, Finance and Commercial

After joining efm ten years ago as a graduate, Lee Dornan has proved a quick study. Her strong analytical skills and relentless customer focus has seen her add value across the business in areas as diverse as marketing, service delivery and finance.

"The people at efm are passionate, sophisticated and truly strive."

How do you deliver on the promise of no better experience?

Our average customer is quite significant in size and typically has quite a complex logistics requirement. This means that the overwhelming majority of our customers will have multiple carriers in their mix. These could include short-haul, long-haul, state-specialists, air and/or rail carriers.

From the perspective of the commercial team, it’s our responsibility to know the strengths and weaknesses of each carrier and find the right fit for our customer, always maintaining our independence. From a finance point of view, we amalgamate the carrier accounts so the customer receives one thoroughly reconciled and accurate invoice, along with supporting information to help inform their business decisions.

What gets you out of bed in the morning?

The people. The people at efm are passionate, sophisticated and truly strive to be the best and to provide the best experience. This means we operate at a high frequency, and everyone is aligned and operates in the same direction. You always need to be switched on and be ready to lean into a challenge. When you work hard to achieve a project or to solve a customer’s problem, and it pays off, it feels great.

Connect with Lee on LinkedIn

Website images 09

Mary Watkinson

General Manager of Customer Service and Operations

Mary Watkinson oversees a team of 70 and is responsible for the Customer Service and Operations functions. In this role she works closely with the carriers to ensure productive and positive carrier relationships are being developed.

“Understanding the nuances of our carriers and tailoring a solution."

How do you deliver on the promise of no better experience?

My role is to ensure the team understands the needs of our customers and identify which carriers provide the best operational fit. Our customers’ requirements are always changing and so too are our carriers’ capabilities.

It’s about understanding the nuances of our carriers and tailoring a custom, holistic solution for the customer. Once the solution is in place, we hold the carriers to the efm standard ongoing so we can continue to deliver an unparalleled experience to our customers.

What gets you out of bed in the morning?

The nature of the industry is such that it’s fast-moving, and unforeseen events arise that require our quick response. For me, it’s the challenge of seeing how quickly we can respond and get a positive result for our customers that keeps me going.

Whether it be medical freight needed for a “patient on the table” or an urgent part needed for a “truck on a hoist”, it is about how quickly we can reach into our carrier networks and provide a positive outcome for our customers.

Connect with Mary on LinkedIn

efm team walking to meeting

Arrange an audit of your logistics solution

Take the next step in optimising your supply chain. We will meet with you to understand your objectives and challenges, then review your existing solution to identify where we could add value.