If you've ever wondered how thousands of books make their way from publishers to our shelves - meet Duncan, the latest Hero to join the team - he makes it happen!
As Book Hero's Inwards Hero, he manages the constant flow of incoming stock arriving at our warehouse each day. He's the guy making sure every delivery is received, organised, and ready for shelving as quickly as possible!
We sat down to learn more about life behind the scenes in the inwards department, the challenges of managing a warehouse chocka with stock, his favourite board games, and why turning chaos into order is one of the most satisfying parts of the job.
What does the Inwards Hero at Book Hero do?
As the Inwards Hero, I look after all incoming stock arriving at our warehouse. That includes new releases, replenishment stock, and supplier deliveries. My role is to make sure stock is accurately tracked, prioritised, and received so it's available to customers as quickly as possible.
Why is getting stock received quickly so important for customers?
Stock needs to be received before allocated to customer orders. The faster we process incoming stock, the faster customers can access the books they're waiting for.
What happens behind the scenes when a shipment of books arrives at Book Hero?
When a shipment arrives, I first identify the stock and organise where it will be stored within the warehouse. I then update our inwards planner and schedule it for receipt based on our FIFO (First In, First Out) process, while also prioritising new releases and popular titles when needed. Once received and shelved, the books are ready for customers to order.
How does your team help make sure customers get their orders as quickly as possible?
Communication is everything. Every day we work together to identify priorities and overcome any bottlenecks, whether that's shelving, warehouse space, or urgent stock that needs to be pushed through. By staying aligned and supporting each other, we keep stock moving efficiently and get orders out the door faster.
What's the most satisfying part of your role?
Turning chaos into order. Warehouse operations can be unpredictable, so it's always satisfying to see a busy day come together through good planning, teamwork, and organisation.
What are some of the challenges that come with managing thousands of incoming books?
Space is always a challenge. We need to balance having enough variety on the shelves while also making room for new releases and popular titles. Prioritising what needs attention first is important
What's your secret to staying organised when hundreds or even thousands of books arrive at once?
Consistency. I focus on tackling the workload one step at a time. A large delivery can look overwhelming at first, but if you keep chipping away at it, the results speak for themselves.
What does a great day in the inwards department look like?
A great day starts with clear priorities, available space in the warehouse, and a solid plan for what needs to hit the shelves. When stock flows smoothly from arrival to shelf, it's a good day.
Books, Puzzles & Board Games
Do you enjoy playing Board Games? If so, what are your favourites?
Absolutely. I'll give almost any board game a go, but my all-time favourite is Exploding Kittens. I've played it so much that I've got a favourite setup too; the base game with the Imploding Kittens and Streaking Kittens expansions. Friendships will be broken!
What kind of books do you enjoy reading?
I tend to enjoy non-fiction books, two of my favourites are The Art of War by Sun Tzu and The Book of Five Rings by Miyamoto Musashi.
What's a book you'd recommend to every Book Hero customer?
If you're interested in non-fiction, I'd recommend The Book of Five Rings. Lessons on discipline, decision making and adaptation are still relevant today, taught by a samurai 400 years ago.
What are you reading right now?
I'm not reading anything right now please help 😅🙏
Personality and story
What drew you to Book Hero?
I love successful business stories! Watching a passionate business grow is exciting, but being part of that growth is even better!
What's something people might be surprised to learn about working in the inwards department?
People are often surprised by how much planning goes into receiving stock. It's not just unloading boxes; there's a lot of coordination, prioritisation, and communication happening behind the scenes before books ever reach the shelves.
What's something a customer might be surprised to learn about you?
I absolutely love Golden Retrievers but never owned one. Hopefully my gift for my birthday barks this year.🙏
When you're not at Book Hero, what do you enjoy doing?
You'll usually find me watching combat sports, especially UFC, or winning in ARPG video games.
What's one thing you've learned at Book Hero that customers probably never think about?
The little things matter. Whether it's a simple "good morning" to a teammate or replacing a damaged book because of a small crease, small actions can make a big difference to both customers and the people you work with.
