How customer services can set your logistics apart

In a fast-moving operation where visibility, reliability and consistency are key, customer service can be what sets one provider apart from another.

For larger businesses with complex supply chains, having a logistics partner that understands their unique requirements and those of its customers, can make all the difference.

At Pall-Ex, we tailor our corporate services to each of our customers, providing a solution built around more than simply moving pallets from A to B. Our dedicated account managers, direct communication and personalised customer service provide a tailored solution for corporate customers.

Sophie Adkins, Pall-Ex Group Customer Service Manager, shares her insight into the customer-focused service we provide and the role our Customer Services team plays in delivering a reliable and responsive service.

As Corporate Customer Service Manager at Pall-Ex, my role is focused on delivering an exceptional customer experience across all of our corporate accounts.

As head of the Customer Services team, I ensure consignments are closely monitored throughout the delivery journey, with a strong focus on achieving and maintaining high monthly KPI’s and consistently exceeding customer expectations.

A key priority for me is building strong, long-term relationships with our corporate customers. By understanding how their businesses operate, we can adapt our services to meet their requirements, delivering a proactive, timely and effective response to any issues which may arise.

Consistent communication is a key element in building these long-term relationships, ensuring that our customers have a clear and reliable point of contact whenever they require information or assistance for their own customers. Each corporate account at Pall-Ex has their own dedicated Customer Service agent, who works closely alongside our Corporate Account Managers to oversee the delivery of customer’s freight. If an issue arises, the dedicated agent can take ownership of the consignment, managing it from the initial enquiry right through to final delivery.

Our Customer Service team is encouraged to take a proactive approach across the portfolio of accounts under their care, ensuring customers are kept fully informed throughout the delivery process. This includes providing regular updates via email/Nexus live chat, even when there is no immediate resolution, so customers are never left uncertain about the status of an issue.

It is also essential that we clearly communicate the next steps and manage customer expectations effectively. By explaining what actions are being taken, providing realistic timescales and reassuring customers that we are actively working to resolve matters as quickly as possible, we maintain customer confidence and demonstrate our commitment to delivering a high standard of service for their customers.

By providing continuity, clear ownership and a familiar point of contact, we ensure our customers receive a reliable and seamless experience while strengthening their trust and confidence in Pall-Ex.

Alongside direct engagement with the Customer Service team, our customers have full visibility of their freight in Nexus, our online freight management platform.

Nexus provides customers with complete control over their consignments within the Pall-Ex network, enabling them to manage their deliveries effectively and keep their own customers informed. Through Nexus, our Customer Service agents can communicate directly with customer depots, provide real-time tracking updates and engage with the final delivery point. Automated two-hour ETAs provide an additional benefit, reducing administrative tasks whilst giving customers even greater visibility.

Having a Corporate Customer Service team in a pallet network is rare, and ultimately, our approach builds confidence, saves valuable time and provides the support needed to deliver a reliable service to the end customer.

To find out more about Pall-Ex and our corporate distribution services visit: https://www.pallex.co.uk/services/corporate-services