The best logistics pros know that providing exceptional service requires having a solid plan, but also knowing when and how to quickly adapt that plan. At Shaker Logistics, the steady nature of our operations team allows them to handle routine shipments and repeat lanes with aplomb. But it’s when unexpected situations arise that we really get inventive to address challenges before the client is even aware of them.
We caught up with a leader from our logistics team, Sean DeRosa, to learn more about the operational mindset the team brings to the office daily to tackle logistics projects.
Anticipate & Collaborate
Most logistics puzzles Shaker handles involve multiple team members, each with their own critical role to play. With several sets of well-trained eyes on one problem, our team can invent solutions that anticipate challenges a shipper may be having. When Sean noticed that a shipper was frequently contacting us for spot freight services in the same lane, he rallied the team for a brainstorming session.
“What we want to do is save our customers time and money,” Sean said. “If this shipper regularly moves freight in a particular lane, a contracted rate will be more efficient for them. They won’t have to spend time reaching out to us every morning looking for trucks, and having a rate on file that works for their budget is more stable than a rapidly fluctuating carrier market.”
With this solution identified, the team sprang into action. Sydney, a member of Sean’s logistics team, researched the history of that shipper’s particular lane to analyze and compare rate fluctuations. Joe, our resident expert in straight truck and dry van rates, collaborated with Chris in carrier services to identify carrier pricing and availability that suited the shipper’s needs and budget. Keeping the customer’s needs top of mind and working together as a team to find a more efficient solution – a contracted rate – saved the customer an average of 15% per shipment and streamlined the process of finding capacity for this frequent shipment.
Communicate & Take Ownership
A strong operational mindset helps our team identify opportunities for our customers. It also helps us execute with excellence on existing projects. Staying attuned to details and communicating frequently with customers is a big part of any logistics associate’s day – but it’s especially true for our team that works on international shipments.
“We handle daily shipments from the US into Canada for a customer,” said Sean. “It requires us to pay close attention to the proper paperwork. We haul the load on one of our own company trucks, cross the border, and relay the freight to a partner carrier for the rest of the journey.”
Documents and paperwork must be exchanged and validated at several points before the freight is cleared. Jenny, Shaker’s international logistics specialist, maintains regular contact with our Canadian carrier partners to ensure everything goes smoothly. Jenny closely monitors notifications each morning for cross-border shipments so that she can push the paperwork on to the next level. She keeps Sean up to date so he can inform the customer of the load’s progress.
“Flexibility, communication, ownership,” Sean said. “That’s how we make the magic happen.”
Think Ahead & Ask Questions
For high-stakes shipments of high-value freight or demanding deadlines, a well-seasoned logistics specialist knows what questions to ask to set the shipment up for success before it’s even loaded onto the truck. This helps the customer avoid costly extra fees, delays, and damages. Sean’s years of specialized logistics experience prepared him to plan ahead for an incredibly involved delivery.
“To do a white-glove delivery at a high-security facility, you have to ask tons of questions. Our team needs to get inside with the product, drop it in the right room, unpackage it, set it up, and clear out the debris. But we need to be thinking beyond those basic requirements. Does the delivery team need a security clearance? What kind of flooring does the building have, and what protective measures do we need to take to make sure we don’t damage the surrounding area while we work?”
Getting answers to these critical questions well in advance is what differentiates good service from great service. In calling ahead, Sean discovered that Shaker needed to order custom protective equipment and fill out insurance forms in order to complete the delivery safely. He also submitted the proper information to get our laborer’s security clearance for delivery, so it was all taken care of by the time the shipper asked what was required for the delivery.
“To be able to tell a customer that we took care of it before they even asked is the value we provide at Shaker,” Sean said. “Without these preparations, the delivery would have been delayed, adding on costs for the shipper. We work hard to earn every customer’s business, and shipments like this one show our customers that they can count on us over and over again.”
Find a Quality Partnership with Shaker Logistics
Anticipating barriers to service, inventing solutions, communicating, and collaborating – these behaviors are built into the operational mindset of a high-quality logistics partner. Whether you need white-glove delivery, a last-minute spot cover, or steady lane service, Shaker’s team has you covered. Contact us for a free quote today!