What
is logistics customer service? Well,
traditionally it has meant logistics companies focused on providing great
service to their paying customers. But
lately 3PL providers are taking a vested interest in the end customer – for
consumer product companies, that would be the retailer – to make sure all delivery compliance rules
are met and to learn how to make the receiving process more efficient.
logistics
customer serviceFor instance, in conversation with a 3PL, one retail chain
asked if the following improvements could be made:
·
Punch holes in the
sides of heavier boxes for easier maneuverability from dock to shelf.
·
Pick and pack orders according to category,
with multiple products packed according to each aisle in the retail store.
Experienced
3PLs who deliver to retailers on behalf of their client are making sure that
all expectations are met for their deliveries.
This includes shipments from manufacturers to the retailer’s
distribution center and from the distribution center to the retail store.
Feedback from the retailer at both levels is a critical factor to ensure good
retailer scorecards and to reduce chargebacks for the shippers. For information on how to reduce chargebacks,
download our white paper on vendor compliance.
How
can 3PLs help the retailer?
It’s
simple. Meet face to face with the
retailer to understand any idiosyncrasies involved when shipments are delivered
to both the DC and the retail store.
Corporations are adopting a leaner logistics approach and sometimes
there is a breakdown in the communication between manufacturer and
retailer.
3PLs
have the know-how to bridge that gap and provide solutions where
necessary. Their experience comes from
daily communication with the end customer as deliveries are made.
What
are the barriers to closer 3PL-retailer communication?
Well,
some manufacturers may have concerns about what the 3PL will say. Will they make a commitment on their behalf
that may not be feasible? Here are a
few ways to overcome this concern:
·
Have a discussion
between manufacturer and 3PL prior to any 3PL meetings with a retailer to
establish ground rules.
·
Have face to face
visits between the 3PL and the retailer end with a report to the manufacturer
before any promises are made.
·
hoose an
experienced, reputable 3PL that you can rely on to represent your company’s
interests.
·
Trust your 3PL to
provide logistics customer service that will be an extension of your own logistics
team.
At
the end of the day, manufacturers want to be sure that their customers are
happy with their entire supply chain, especially the final delivery. Problems that recur without acknowledgment
can fester over time. Close 3PL
communication with the end customer is the solution.
http://www.weberlogistics.com/blog/california-logistics-blog/bid/347498/Logistics-Customer-Service-The-Shift-From-Paying-to-End-Customer