Customer background:
Jenny is doing a building material, and apartment and home improvement business on Victoria Island, Canada. The customer's product categories are miscellaneous, and the goods are consolidated for multiple suppliers. She needed our company to load the container from the factory and ship it to her address by sea.
Difficulties with this shipping order:
1. 10 suppliers consolidate containers. There are many factories, and many things need to be confirmed, so the requirements for coordination are relatively high.
2. The categories are complex, and the customs declaration and clearance documents are cumbersome.
3. The customer's address is on Victoria Island, and overseas delivery is more troublesome than traditional delivery methods. The container needs to be picked up from the port of Vancouver, and then sent to the island by ferry.
4. The overseas delivery address is a construction site, so it cannot be unloaded at any time, and it takes 2-3 days for container drop. In the tense situation of trucks in Vancouver, it is difficult for many truck companies to cooperate.
The whole service process of this order:
After sending the first development letter to the customer on August 9, 2022, the customer responded very quickly and was very interested in our services.
Shenzhen Senghor Logistics focuses on sea and air door-to-door services exported from China to Europe, America, Canada, and Australia. We are proficient in overseas customs clearance, tax declaration, and delivery processes, and provide customers with a one-stop full DDP/DDU/DAP logistics transportation experience.
Two days later, the customer called, and we had the first comprehensive communication and mutual understanding. I learned that the customer was preparing for the next container order, and multiple suppliers consolidate the container, which was expected to be shipped in August.
I added WeChat with the customer, and according to the needs of the customer in the communication, I made a complete quotation form for the customer. The customer confirmed that there is no problem, then I would start to follow up on the order. In the end, the goods from all suppliers were delivered between September 5th and September 7th, the ship was launched on September 16th, finally arrived at the port on October 17th, delivered on October 21st, and the container was returned on October 24th. The whole process was very fast and smooth. The customer was very satisfied with my service, and she was also very worry-free throughout the process. So, how do I do it?
Let customers save worry:
1 - The customer only needed to give me a PI with the supplier or the contact information of a new supplier, and I would contact each supplier as soon as possible to confirm all the details I need to know, summarize and give feedback to the customer.
Suppliers’ contact info chart
2 - Considering that the packaging of the customer's multiple suppliers is not standard, and the outer box marks are not clear, it would be difficult for the customer to sort the goods and find the goods, so I asked all suppliers to stick the mark according to the specified mark, which must include: Supplier company name, the name of the goods and the number of packages.
3 - Help the customer to collect all packing lists and invoice details, and I would summarize them. I completed all the information required for customs clearance and sent it back to the customer. The customer only needs to review and confirm whether it is OK. In the end, the packing list and invoice I made were not changed by the customer at all, and they were directly used for customs clearance!
Customs clearance information
Loading container
4 - Due to the irregular packaging of the goods in this container, the number of squares is large, and I was worried that it would not be filled. So I followed up the whole process of loading the container in the warehouse and took photos in real-time to give feedback to the customer until the container loading was completed.
5 - Due to the complexity of delivery at the destination port, I closely followed up on the customs clearance and delivery situation at the destination port after the goods arrived. After 12 pm, I kept communicating with our overseas agent about the progress and gave timely feedback to the customer until the delivery was completed and the empty container was returned to the wharf.
Help customers save money:
1- When inspecting the customer's products, I noticed some fragile items, and based on thanking the customer for their trust in me, I offered the customer cargo insurance for free.
2- Considering that the customer needs to drop 2-3 days for unloading cargo, in order to avoid additional container rent in Canada (generally USD150-USD250 per container per day after the rent-free period), after applying for the longest rent-free period, I purchased additional 2-day extension of free container rental, costing our company USD 120, but it was also given to customer for free.
3- Because the customer has many suppliers to consolidate the container, the delivery time of each supplier is inconsistent, and some of them wanted to deliver the goods earlier. Our company has cooperative large-scale warehouses near the basic domestic ports, providing collection, warehousing, and interior loading services. In order to save warehouse rent for the customer, we were also negotiating with suppliers throughout the process, and the suppliers were only allowed to deliver to the warehouse 3 days before loading to minimize costs.
Reassure customers:
I have been in the industry for 10 years, and I know that what many customers hate the most is that after the freight forwarder quotes the price and the customer has made a budget, new expenses are continuously generated later, so that the customer's budget is not enough, resulting in losses. And Shenzhen Senghor Logistics’ quotation: the whole process is transparent and detailed, and there are no hidden costs. The possible expenses will also be notified in advance to help customers make sufficient budgets and avoid losses.
Here is the original quotation form I gave to the customer for reference.
Here is the cost incurred during the shipment because the customer needs to add more services. I will also inform the customer as soon as possible and update the quotation.
Of course, there are many details in this order that I cannot express in short words, such as looking for new suppliers for Jenny in the middle, etc. Many of them may exceed the scope of duties of general freight forwarders, and we will do our best to help our customers. Just like our company's slogan: Deliver Our Promise, Support Your Success!
We say that we are good, which is not as convincing as the praise of our customers. The following is a screenshot of the praise of a supplier.
At the same time, the good news is that we are already negotiating the details of a new cooperation order with this customer. We are very grateful to the customer for their trust in Senghor Logistics.
I hope more people can read our customer service stories, and I hope more people can become the protagonists in our stories! Welcome!
Post time: Jan-30-2023
