Read this blog to find out more about what goes on behind the scenes at SMM.
At Special Metric Materials (SMM), every day is shaped by teamwork, precision, and a shared commitment to getting things right. From the first order of the morning to the final dispatch of the afternoon, our people, systems, and stock all work together to deliver the fast, reliable service our customers expect.
“This year has been pivotal for us,” says Mark Hartley, Managing Director. “We’ve continued to grow, adapted to new opportunities, and strengthened our operations, but the energy in the office and warehouse has never wavered. I’m incredibly proud of what we’re building together.”
Morning: Setting the Day in Motion
As the doors open, Mark sets the tone for the day ahead. He checks in with team leads, reviews progress, and ensures operations across the new facility are running smoothly. The investment in this purpose-built site has allowed SMM to expand capacity and strengthen our promise of speed and reliability.
In sales, Ian Martingell begins coordinating the team’s priorities. Every enquiry is tracked, followed up, and handled with care. For Ian, customer service is more than a phrase; it’s a discipline that runs through everything the team does.
At the same time, Lee White, our Product Development Manager, reviews new product requirements, checks stock levels for specialist items, and ensures our stainless steel tubular systems remain fully aligned with customer needs. His focus keeps the product range competitive, comprehensive, and ready for rapid turnaround.
Mid-Morning: Orders in Motion
As the day gathers pace, the warehouse comes alive. Orders begin to flow through the system, supported by our extensive stock and well-organised storage. Because of this, SMM can process and dispatch most orders the very same day.
Under the guidance of Daniel Holmes, Warehouse Manager, the team works quickly and accurately. Picking lists are generated, products located, and packaging prepared. The stock control system is updated in real time to ensure every movement is tracked. This level of efficiency means orders are picked, packed, and ready for dispatch without delay.
Lunch & Team Energy
By midday, the energy across the facility is buzzing. The team gathers for a well-earned break, sharing updates and a few laughs before heading back to their stations. It’s a moment to reset and reconnect, but even over lunch, conversations naturally circle back to projects, deliveries, and customers.
There’s an easy sense of camaraderie here. The warehouse team might check in with sales about an urgent order, or the expediters might update Daniel on dispatch timings. Everyone looks out for each other, and that sense of togetherness is part of what makes the culture at SMM so strong.
The Expediting Team: Keeping Everything on Track
At the heart of this smooth operation is our expediting team — Gav, Olivia and Cheryl — who monitor the flow of orders from start to finish. They coordinate between sales and warehouse, track progress, and make sure customers receive up-to-date information. Their attention to detail ensures that nothing slips through the cracks, no matter how busy the day gets.
Afternoon: Focus and Follow-Through
By the afternoon, the warehouse team is deep into dispatch mode. Forklifts move with purpose, final checks are made, and shipments are signed off for collection. Daniel and his team maintain tight control of stock, ensuring every order leaves the building in perfect condition.
In sales, Ian’s team continues to liaise with customers, confirming delivery times and checking satisfaction. Meanwhile, Lee’s product team manages bespoke requests, liaising with suppliers and mills to meet specialist requirements quickly and efficiently.
The People Behind the Process
While systems and stock are important, it’s the people that make SMM stand out. Collaboration is at the heart of how we work. The sales team supports the warehouse, the expediters assist with urgent orders, and the managers stay closely connected to day-to-day operations. Everyone understands that success depends on working together.
That sense of teamwork runs throughout the building. There’s mutual respect, open communication, and a shared drive to deliver the best for our customers. It’s this atmosphere that keeps morale high and ensures the business continues to grow with confidence.
A Consistent Promise behind the scenes at SMM
Behind every shipment and every quick turnaround is the same promise: reliability, accuracy, and care. Whether it’s a standard order or a specialist request, SMM’s structure, systems, and people ensure the process is seamless from start to finish. The work that goes on behind the scenes at SMM is absolutely crucial to help us uphold the standards we all expect.
Our customers know they can depend on us, not just for our stock levels, but for the professionalism and attention that define every order.
