LOGISTICS

Logistics /supply Chain Customer Service Goals

Abstract

In the current competitive era, well planned customer service strategies and appropriate accomplishment of customer service goals is highly required for successful progression of a logistics services company. This research paper has examined that how Auslog logistics Services has approached the planning and implementation of their logistics/supply chain customer service goals. The paper discusses the Auslog's customer service strategies and important elements of Auslog's customer services. The paper has also elaborated the proactive improvements made by Auslog in its customer services spectrum in accordance with the transforming requirements of the customers.

Table of Contents

Introduction1

Auslog Logistic Services2

Logistics/Supply Chain Strategy and Planning3

Auslog's Planning and Implementation of Customer Services4

Fulfillment Process4

Order Processing5

Managing Payment5

Packing the Goods6

Shipping the Package6

Delivering the Package7

Providing Customer Service for End User7

Handling Possible Return of the Goods8

Elements of Customer Service8

Pre-Transaction8

Transaction9

Post-Transaction10

Order Cycle Time10

Order Condition Standards11

Adjustments to order cycle time11

Sales-service relationship11

Customer Relationship Management12

Proactive Improvement12

Conclusion13

References14

Logistics /supply Chain Customer Service Goals

Introduction

Logistics services have overwhelmed the corporate arena of the current world with the exceptional set of services and ease they offer to their relative customers. In the globalized arena of business operations, every corporate entity somehow requires an authentic service for the movement of different materials rather that be an industrial unit, educational institution, corporate entity or even a private citizen.

Logistics is the function tackling all aspects of the movement and sustainability of materials and products ranging from their collection from the host destination to their delivery to the final destination (Davis & Manrodt, 1994, p60). The most comprehensive definition of logistics has been given by the Council of Logistics Management as Logistics is the process of planning, executing and controlling the efficient, cost-effective flow and storage of raw materials, inventory in use, finalized products and associated information from the point of origin to point of consumption in order to comply with the customers' requirements(Ballou, 2004, p133).

Customer services are equally important for every type of business but for logistics services it lies at the base of their success because they operate in complete customer-oriented criteria. Customer service mainly refers to the strategies used by the businesses to keep product or service unique from the competitors, enhance the customers' loyalty, elevate sales, and maximize revenue generation along with curbing down the operational costs( Carol & Curtis, 1998, p17).

The main objective of all logistics services is structured around ensuring the in

time delivery of goods at the specified destination in a very good condition to elevate the customer satisfaction so that the customer's loyalty with concerned logistics services can be sustained in the long run (John, 1994, p230). The quality customer service is also aimed at maximizing the corporate revenues at minimal investment.

Customer logistics service may denote diverse things to different organizations. Heavy importance in one organization may be placed on getting a product available at the specified time, at the correct place, and in the desired form. For another logistics company, it may be enviable to conserve the relative liberty in the mode and timing related with the receipt of ...