We speak to Adam Jones, Assistant Air Freight Manager, about his 22-year journey in the air freight industry, from working alongside his dad to overseeing PFE’s expanding air freight operations. Adam shares insights into PFE’s customer-focused approach, the challenges of tight deadlines, and the satisfaction of delivering exceptional service.
Number of years in the industry?
22 years.
What’s your journey been getting to PFE?
I finished college, where I did a photography and graphics course – though, that’s not really relevant to what I ended up doing! My journey into air freight started with a warehouse job at Allport, a company my dad worked at for over 30 years. That’s where I began, loading vehicles in the air freight warehouse. I spent 13 years there, starting in the warehouse and then moving into the office after about a year and a half.
After my time at Allport, I moved to another Freight Agent called Agility. The same time my dad started the air freight operation for PFE at London Heathrow. After about two years at Agility, my dad asked if I’d like to join him at PFE. I made the move in March 2016, so it was just me and my dad at first. We weren’t too busy at the start, just getting everything set up and transferred down from Manchester – building the operation, sorting the warehouse and transport side of things at Heathrow.
About a year later, Jacob Collins joined us, and the team grew. We were still in a really small office at the back of a Heathrow warehouse. Eventually, we moved to a larger office in Chalfont St Peter and brought Stephanie on board, so the team grew to four. It continued to expand, and a couple of years ago, we moved to the Watford office. Now we have a bigger team, including Gareth and Soon, who handles our air freight clearances on the customs side.
We handle everything from start to finish. The customer places the order, we arrange pick-up, get quotes, bring the goods across to the UK, and then deliver them around the country. So, we manage the whole process.
My dad retired almost two years ago now. (I just saw him earlier today, actually.) I try to keep him busy, especially since he hasn’t been too well. But, working with my dad was great. From the first day I joined the warehouse, we always worked alongside each other. A lot of people ask how I manage working with my dad, but we’ve always worked well together. He taught me the business, and now here I am. It’s been a great experience – we never had any major disagreements, so it worked out well.
What does your role at PFE entail?
I’ve been the Assistant Manager since I started at PFE, and my main responsibility is overseeing the air freight operation. I look after a number of regular customer accounts, and my role involves managing everything from quoting and making contact with overseas agents to agreeing on rates and ensuring the freight moves smoothly to the UK. Once it’s here, I work to get it cleared through customs and arrange delivery to the customer. In simple terms, I manage the whole air freight process from start to finish.
We have a diverse group of customers, some of whom have regular shipments, while others may only need us for one large job every six months. A lot of the time, we’re dealing with customers who need quick air freight to make up for delays in sea freight or at factories. Right now, sea freight is a bit of a challenge, suppliers are often making the products late, so more shipments are coming via air, which is good for us.
The business has definitely expanded over the years, and what started out as a team of just me and my dad has grown significantly. It’s been a lot of work, but it’s worked out really well. With the larger Watford office now, we definitely have space for more people if we need them, so we’re in a good position for future growth.
What do you enjoy most about your work?
I really enjoy supplying a service for our customers and meeting their demands. In air freight, everything is urgent, and we often have tight deadlines. So, getting the shipment across the line and delivered on time is a real achievement. When you can meet those deadlines, you build strong relationships with your customers, and that’s what keeps them coming back.
It can be stressful, though. You’ve got to work with airlines, who aren’t always reliable, and there are so many factors involved in hitting those cut-off times. For example, the supplier in China hands the freight over to a warehouse, it gets checked, then it heads to the airport and sometimes goes via Europe. So, there’s a lot going on behind the scenes to get it right. Delays can happen, and nothing is ever guaranteed, which I always tell the customers. But when it comes together and you meet the deadline, it’s incredibly rewarding.
You’ve got to be the right type of person to handle this job, someone who thrives on managing the pressure. It’s all about keeping track of every part of the process. You have to be proactive and stay on top of every step in the process.
It’s hands-on, and yes, it can be stressful, but I’m quite laid back about it. My dad would probably disagree and say I’m too laid back, but when something’s urgent, I’m there. It’s good to keep a calm head in this line of work, though – I think that helps.
What makes PFE different from the rest?
On the air freight side of things, I think what sets PFE apart is that each customer has a single representative dedicated to their account. We may not be as big as the likes of DHL, but that’s actually one of our strengths. With a large air company, if a customer needs something, they might end up speaking to multiple people, having to go through different channels to get the same information. At PFE, you’ve got one point of contact who knows everything about your account. Whether it’s the middle of the day or late in the evening, the customer can call me directly. I’ve got my mobile number, and I’m available whenever they need an update. That personal touch is a huge advantage for us. Even though we’re not the biggest team, the air freight team provides exceptional service.
PFE, as a whole, has been by far the best company I’ve worked for. Before I came here, I worked for two very large air freight companies. I feel, you get appreciated more, and because PFE is family-run, it’s a much nicer place to be and work for than one of the bigger air agents. I’d choose working here every time because the service levels provided are by far much better. It’s just a much more supportive and welcoming environment.
What are three words that describe PFE?
Customer-focused
Reliable
Growth
Do you have any future ambitions for PFE?
I’m excited to be taking over the Air Freight Manager role from Jacob in the next month or so. I’m looking forward to the added responsibility and the opportunity to have full control over the department. I’ve been working in air freight for so long that I know all the ins and outs of it, so it’s something I’m ready for.
PFE is going to support me with the process and have organised leadership and management training to help me step into the role. It’s reassuring to know that PFE is invested in my growth and success.
It’s also nice to feel recognised for the hard work I’ve put in over the years. I’ve been here a long time, and it’s great to see that effort being rewarded. I’ve built up a lot of knowledge and experience, and I’ve had the chance to work with some really good people, which has helped me grow. It’s a bit of a full-circle moment for me, too – I started working with my dad, who was the manager, and now I’m going to be taking over that role myself!
Who was your childhood hero and why?
My childhood hero was Robbie Fowler, the Liverpool football player. He was, without a doubt, the greatest finisher in the game. I’ve got many memories of watching him score incredible goals growing up. It reminded me of myself when I played for my school football team. He was a real inspiration back then!
If you could only eat one meal for the rest of your life, what would it be?
My love of food is well known here in the Watford office. I go to the gym most days to keep fit, and also used to box. I love toad in the hole; it’s probably my favourite. I also love pepperoni pizza. We sometimes order one for the office, we got one last week. I’ve got a pizza oven at home, so I also make pizza quite regularly. I love home-cooked, fresh pizza!
What’s your favourite movie?
I like The Book of Eli. That’s probably one of my favourite films. I really like Denzel Washington, for a start. He’s in it, and I really enjoy his performances. It’s a post-apocalyptic film. He’s carrying a book that everyone wants, and he travels on foot through the wasteland. He gets attacked along the way, but manages to fight them off. His goal is to get to Alcatraz. Great film!
