Meet the ASC Team – Laura Wilkinson - Customer Services Manager
15th May 2025
Good customer service is essential – when we need the answer to a query, or help making the right choice, we want to speak to someone helpful, friendly and knowledgeable. The customer service team at ASC Direct work tirelessly to take care of orders and answer questions to make sure customers get the best packaging for their products. We wanted to find out more, so we asked some questions of Laura Wilkinson - Customer Services Manager, who has been with ASC Direct for 8 years.
Where it started
Laura began her career at Wilkos in Bradford, initially as Shop Floor Assistant, and then moving into promotions. Laura confirms, “Initially I looked after Point of Sale displays – including the ones in the window and going up the escalator – and was responsible for changing the store layout and new products displays, with the correct pricing and ticketing. I’ve always been good with detail, and it was essential to make sure customers could find everything they were looking for.”
Move to an office environment
Laura then joined ASC Direct. This move gave Laura the chance to blend her customer service experience with admin and office work. “Initially I joined ASC Direct as a Customer Service Assistant, which meant processing a daily list of orders, checking they had been produced and then creating the relevant paperwork and booking the deliveries. It was great making sure orders had been fulfilled correctly.”
Laura also enjoyed communicating with customers. “I also had to let the customer know their order had been despatched and when they should receive it – answering any questions that came up.”
The role required attention to detail. “Once the order is created, I would pull the invoice and check it corresponded with the correct order. It was a kind of mini quality check – if I thought there were any issues, I could check the spec and query it.”
Laura carried out this role, continually learning about corrugated packaging and how to make sure customers got the right boxes for their products. During that time Laura also took maternity leave to have her daughter.
Promoted to Customer Sales Manager
When the opportunity arose, Laura was appointed Customer Sales Manager. “I was keen to progress and thrilled to be appointed Customer Sales Manager. I enjoy working at ASC Direct and really like the team I work with.” Laura is very much looking forward to her new role. “I will be onboarding new customers and supporting bulk orders in sales – a new challenge that I can’t wait to start. I will have a team of three and we will all be focused on providing the best customer service and sales advice.”
Planning for sales success
“I’ve put together a plan to help customers perhaps get a better price through buying in bulk, or adding value to their order, through printing their logos and information on their boxes. It’s great to be looking at how to help customers get an even better deal so their businesses continue to grow and thrive.”
Friendly, helpful, productive environment
Laura likes to get on with the job and values the support of her colleagues. “I enjoy working in a productive environment where everyone is friendly and focussed on the same goal. When anyone is particularly busy, another team member will jump in and offer to help, which is what a strong team is all about.”
Outside Work
Laura is very family-oriented and spends lots of time with her daughter, friends and family. “We like walking the dogs, either along the canal or at the park. Our town had a food and drink festival recently which was a great day and lots of fun.”
Laura also likes to get to the seaside. “We love a trip and often go to somewhere like Scarborough, Bridlington or Skegness for the day – it is a lovely way to enjoy the fresh air and spend time with loved ones.”
Laura recently celebrated a big birthday, “I went to Tenerife for my 30th which was brilliant. I am also planning to take my daughter on her first holiday abroad to Greece this year – we can’t wait!”
Laura looks after customer service and sales for all of our customers. When you need custom packaging for your high value products, then call our sales team at 0800 0731 126 or get in touch through our contact form here.