When asked to describe his team in three words, Dispatch Team Lead Jesse Pottage said: agile, hardworking, and personable. It's this combination of qualities that ensures the Hill Labs Hamilton Dispatch Team gets testing kits and sample containers where they need to be, when they need to be. The team is central to the logistics of the Hamilton Lab, with eight members working efficiently to dispatch orders to customers across New Zealand.
The Team Behind the Process
The Hill Labs’ Hamilton Dispatch team plays a crucial role in the company’s day-to-day operations. Their responsibilities include picking, packing, and sending out sample containers, kits, and supplies to clients. This role is critical, as those items are essential for clients to collect samples that Hill Labs later tests. The team also coordinates the return of samples from clients by providing return courier tickets and liaises with couriers to ensure everything arrives on time, a process that requires meticulous attention to detail and organisation.
"Every day, we are working with courier companies, lab teams, and clients to ensure that kits are sent out and samples come back efficiently," says Jesse. "Our work is fast paced, but it’s rewarding knowing that what we do directly impacts our customers’ ability to perform testing, whether that’s in food production or environmental monitoring."
Adapting to Growth and New Challenges
In recent times, the team has implemented several changes to accommodate growing demand. "When I started, the team was only working Monday to Friday," Jesse recalls. "But as the volume of orders increased, we extended our operations to seven days a week, and we now have part-timers working afternoons to manage the workload more efficiently."
This shift in scheduling has been a game-changer for both the team and Hill Labs' customers. "With more flexible hours, the team feels less pressure during their shifts, knowing that additional team members can pick up tasks later in the day or over the weekend," Jesse explains. This change has reduced the risk of delays for customers, allowing orders to go out faster.
The Dispatch team handles a steady stream of urgent orders daily. Whether it's a time-sensitive shipment to a remote location like the Chatham Islands or packing thousands of COVID-19 testing kits during the pandemic, the team consistently rises to the occasion.
"Our biggest challenge was during COVID," Jesse shares. "We had to keep our operations running with a reduced crew and ensure social distancing. At the same time, we were dispatching critical medical supplies. We overcame it with grit and good communication.
"What makes our team special is that they trust and support each other," Jesse notes. "If anyone needs help, the team always steps up to support them."
Looking Ahead
With systems evolving, the Hamilton Dispatch team is working towards making their operations even more efficient. One of the goals is to improve the tracking of outgoing and returning sample kits to ensure nothing gets lost in transit. "We’re looking at ways to streamline our processes further and increase our capacity," Jesse explains. With Hill Labs continuing to grow, the team’s adaptability will be crucial in keeping pace with demand.
At the end of the day, the team is proud of the work they do. "We play a vital role in ensuring our customers can do their jobs," Jesse says. "From environmental monitoring to supporting food growers, we know that every order we pack contributes to New Zealand’s economy and keeping our environment clean."
The Dispatch team may work behind the scenes, but their efforts are essential to keeping the wheels turning at Hill Labs.
Pictured from left: Jesse Pottage, Dreshaymol Nidhin, Ivy Matenga, Endah Rohayana, Allan Richard
