Logistics in the Function of Customer Service Relevance for the Engineering Management

While email and phone communication is something everyone offers, don’t shy away from using social media. With 1.73 billion daily active users on Facebook, it’s more convenient for them to find your company there and contact you with any questions or inquiries. If you are present on Twitter, Instagram, Telegram, and other networks – make sure you use them too. Meanwhile, SMS remains one of the most powerful ways of sending real-time notifications, service updates, changes in delivery, etc.

• Good customer service in logistics is about communicating with customers on a clear, regular basis.
• Now if your question is what is customer service in logistics management, then the answer would be providing constant updates to your customer about where his/her order is in the supply chain.
• Reverse logistics is a type of supply chain management that involves the flow of products from end users back to the manufacturer or retailer.
• A transportation provider that sees the importance of customer service in logistics should promptly communicate any issues with shipment.

If an order is delayed, they want to know why it was and whether the problem will happen again in the future. In these cases, it’s better to provide more details than less, so customers can trust that your business has handled the problem. If you provide vague information or don’t answer your customers’ questions, they’ll have a harder time trusting that this same delay won’t happen again. But, first, let’s start with a brief overview of business logistics and where customer service fits within this department.

The Role of Customer Support in Modern Logistics

It also explains the sales–service relation model and how to measure service level. Other topics include order cycle time, how to determine optimal service levels, and acceptable service variation in logistics. In the fast-paced e-commerce landscape, this intersection is a bustling hub of activity.

The logistics industry is also seeing an increase in players providing last-mile delivery. As competition increases, great customer service serves as a powerful differentiator, with retailers and suppliers likely to opt for providers going the extra mile to satisfy end customers’ needs. For companies looking to expand globally, excellent customer service accelerates their growth manifold.

How to Create Resource Centres for Customer Success?

8.3 summarizes the most important customer service elements as on-time delivery, order fill rate, product condition, and accurate documentation. An important concept within logistics transportation systems operations is logistics customer service. Traditionally it has been difficult for components of the supply chain to define their role in the overall customer service delivered to end-users. This is difficult when you consider that companies within the supply chain serve a dual role. They function as customers of the preceding entity within the supply chain then in turn serve as suppliers for the next link in the supply chain. This has resulted in companies planning strategically with the end-user in mind.

If this is not possible, there’s another way to teach from direct examples – organize an onboarding/team meeting led by experienced team members to help them have a fuller picture of how to make the client happy. Therefore, it’s important to make internal changes that will help achieve better results in sales, innovation, production, and profits. This level of productivity can be achieved by reviewing your turnover, logistics and customer service as high turnover can be financially costly and inconvenient for your business. Making your customers happy will be close to impossible if your staff are unhappy. Every contact made by an unqualified and unsatisfied employee can adversely affect your business. For your business to operate smoothly and productively, your staff needs to be well-organized, communicate properly, and implement effective strategies.

These technologies enable improved customer experience, reduce manual labor, and optimize reverse logistics operations. As a skilled gardener carefully tends to their garden, businesses must foster their brand loyalty with equal commitment. Undeniably, reverse logistics, the process of overseeing returns and exchanges, is a vital facet of e-commerce. Just like a two-sided coin, reverse logistics has the potential to either boost customer loyalty to unprecedented levels or, if inadequately managed, cause it to plummet. Implementing effective reverse logistics management can be the key to striking the right balance in the reverse supply chain.

You should be prepared to message customers even if, say, there’s a delay in order processing—or if there isn’t any news at all. In the latter case, tell them you’re looking into the matter and that you’ll get back to them as soon as possible. That’s the amount produced by an average of 1,000 cars per year in the Czech Republic, assuming each car travels 20,000 km. This is the amount by which the logistics and warehousing company HOPI will reduce its annual CO2 emissions.