Driving supply chain wins with Lauren Ruttley
At Stockwells, exceptional and personable customer service lies at the heart of everything we do. But what truly makes this possible? It’s our people.
From the first enquiry to the friendly voice on the phone, and the trusted face you meet in person – they’re your right-hand support every step of the way. That’s why we’re excited to sit down with Lauren Ruttley, our Key Account Manager, to share insights about her career, her role at Stockwells, and a little glimpse into her life outside of work (spoiler alert: she’s a passionate GWS Giants and a Swans supporter).
Q: Can you tell us about your role as Key Account Manager at Stockwells?
Lauren: As a Key Account Manager at Stockwells, I look after a portfolio of clients, making sure they get the support they need. I handle quotes, run meetings, and carry out quarterly business reviews to keep everything on track. I also provide industry training, especially around Incoterms, to help clients stay informed. Building and maintaining strong relationships with clients is a big part of what I do.
Q: What are your main responsibilities?
Lauren: My main responsibilities include preparing and managing quotes, handling any escalations that come through, and maintaining strong relationships between our clients and Stockwells. I make sure everything runs smoothly and that clients feel supported at every stage.
Q: Your career spans over 20 years in imports, exports and customer service. How does this inform your current role?
Lauren: Having worked across various areas of the industry, including forwarding, manufacturing and purchasing, I have a strong understanding of our clients’ needs and expectations. Being on both sides of the forwarding role has given me valuable insight and experience, which I now use to better support our clients.
Q: What are the most common challenges clients face with sea freight, and how do you handle them?
Lauren: Often it’s delays and unexpected costs. We handle this by keeping them informed as early and clearly as possible, and by continuously looking for ways to improve our processes to reduce the impact where we can.
Q: How do you collaborate with other departments, such as sales and logistics?
Lauren: At Stockwells, we work closely as a team. Being based in our Sydney head office, the open-plan layout means I’m always across what’s happening in transport and customer service. It allows me to quickly step in and support my colleagues whenever a situation arises.
Q: What customer service experience do you strive to create?
Lauren: I aim to create a customer experience that’s smooth, reliable and supportive. I put a strong focus on keeping clients informed and always strive to deliver the highest level of service.
Stockwells: Has there been any recent advancements in technology that have changed your role?
Lauren: We’ve recently launched our track and trace portal, giving customers easy access to our system so they can view shipment updates and download any documents they need.
Q: How do you build strong relationships with your clients?
Lauren: I draw on the knowledge and experience I’ve gained in the industry, along with the strong rapport I’ve built with clients, to earn their trust and provide reliable support.
Q: What’s your favourite thing about your role as Key Account Manager?
Lauren: Finally meeting in person the clients I’ve collaborated with closely for years — it makes the connection much more meaningful. Plus, the variety keeps things exciting — no two days are ever the same, and there’s always something new to tackle.
Q: What do you enjoy outside of work?
Outside of work, I enjoy camping and spending quality time with my family. I’m also a big fan of AFL! My dad had taken me to watch the Swans since I was 2 years old. We now also support GWS due to my husband and eldest son, my favourite players at GWS are Jesse Hogan, and Jake Riccardi.
It’s clear that Lauren’s passion and experience make all the difference in creating the trusted, supportive service our clients value. We’re lucky to have her driving success at Stockwells and making every day a little more dynamic.
Want a logistics partner where exceptional service comes first? Get in touch today.