Global Supply Chains are Growing Increasingly Complex — Here’s How Your Logistics Provider’s Customer Service Can Make All the Difference.
It wasn’t long ago that supply chain and logistics focused on delivering products on-time, in-full, and to the right place. Today, these functions cover a much broader range of objectives, all of which are centered on enhancing organizational growth and competitiveness. As the world’s supply chains have become lengthier and more intertwined, shippers are feeling the pressure. In fact, 70% of companies consider their supply chains “very complex” or “extremely complex,” according to Geodis’ 2017 Supply Chain Worldwide Survey.
“The supply chain function has started its mutation to position itself as a crucial lever for business performance,” Geodis reports, noting that companies must also effectively cope with the challenges of a dynamic market environment, adapt to changeable customer expectations on quality, and improve their capability to reduce delivery times to customers. “As a consequence,” the company concludes, “respondents also position the need to develop a reliable logistics infrastructure as a major business requirement.”
At DB Schenker, we keep our finger on the pulse of the industry, and we are continually honing our offerings to accommodate the dynamic changes taking place in today’s supply chain environment. “It all starts with the customer experience, and improving that experience,” says Dan Craghead, Vice President of DB Schenker’s Central Customer Operations. “At its very core, this mission is rooted in staffing, ensuring that we have the right individuals with the proper skills sets and attitudes to manage our phone and electronic communications.”With customer service professionals properly aligned with the right processes and directions for servicing clients, greater attention can be given to enhancing customer service offerings.
Here, Craghead breaks down the five things your logistics provider’s customer service can do to help you facilitate better supply chain management in a dynamic environment.
Your logistics provider’s Customer Service should:
Now more than ever, the supply chain industry is dynamic, constantly changing. But when you work with a logistics provider focused on improving customer experience in these five key areas, the result is better supply chain management – and a better bottom line.
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