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What do you do if carriers and freight forwarders are unresponsive in logistics management?

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One of the most frustrating challenges in logistics management is dealing with unresponsive carriers and freight forwarders. Whether it is due to lack of communication, capacity issues, or service disruptions, you need to find ways to overcome this obstacle and ensure your shipments are delivered on time and within budget. In this article, you will learn some practical tips on how to handle unresponsive carriers and freight forwarders and improve your logistics performance.

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Givago Valente de Azevedo

Founder @ LOGMAPS
Subas, CSCP

Logistics | Supply Chain | Customer Service | Inventory Management
Manoel Ladistony

Eng.Opera??es | Top Logistics voice | Mecanica | Siderurgia | Porto/Navio-Opera??es-Projeto | Marítimo | Afretamento…

1 Identify the root cause

The first step is to understand why your carriers and freight forwarders are unresponsive. Is it a one-time incident or a recurring problem? Is it related to a specific shipment, route, or mode of transport? Is it caused by external factors, such as weather, regulations, or market conditions? Or is it due to internal factors, such as poor communication, lack of transparency, or low service quality? By identifying the root cause, you can determine the best course of action and avoid jumping to conclusions or making assumptions.

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Givago Valente de Azevedo

Founder @ LOGMAPS
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Antes de qualquer coisa, é importante fazer um trabalho interno na empresa para tentar mapear o que pode estar acontecendo. Em um segundo momento, n?o menos importante do que o primeiro, deve ser feita uma conversa diretamente com o fornecedor, visando entender os motivos e dificuldades encontradas. é muito comum que o prestador de servi?os, seja ele transportador ou agente de carga, tenha receio em abrir suas fragilidades ao cliente, porém, esse é o momento de entender e ajudar.

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Subas, CSCP

Logistics | Supply Chain | Customer Service | Inventory Management
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Here's how we tackle it. Firstly, persistence is key. Don't hesitate to follow up multiple times via email or phone, ensuring clarity on the urgency of the matter. If that doesn't work, escalate the issue within their organization. Sometimes, shifting to alternative carriers or forwarders might be necessary if the lack of responsiveness persists. Document all communication attempts for reference, and if all else fails, consider sourcing new partners who prioritize responsiveness. Remember, maintaining clear lines of communication is crucial for smooth logistics operations.

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2 Communicate clearly and proactively

The second step is to communicate clearly and proactively with your carriers and freight forwarders. Don't wait for them to update you on the status of your shipments or to respond to your inquiries. Instead, reach out to them regularly and use multiple channels, such as phone, email, or online platforms. Be polite and respectful, but also firm and assertive. State your expectations, deadlines, and requirements clearly and concisely. Ask for confirmation, feedback, and solutions. Document your communication and follow up on any issues or discrepancies.

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Manoel Ladistony

Eng.Opera??es | Top Logistics voice | Mecanica | Siderurgia | Porto/Navio-Opera??es-Projeto | Marítimo | Afretamento | Constru??o Naval | Ferrovia | Cabotagem | Logística e SC
(已编辑)
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Nenhum transportador vai estar pronto para o seu pacote logístico. Você precisa dedenvolvê-lo, treiná-lo e integrá-lo a sua equipe logística e nas particularidades. Esse é o primeiro e principal segredo.

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Danielle Goncalves

Gestora Senior de Comércio Exterior| Importa??o| Trade ComplianceI Exporta??ol SupplyChainl Logística Internacionall Especialista em Opera??es e Projetos Comexl Consultoria, Treinamento. Membro da Amecomex
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Temos que ser muito claros naquilo que precisamos, informar todos os detalhes, as expectativas e o que se espera da opera??o. Com o máximo de detalhes possíveis, a entrega de um prestador de servi?os é muito maior e tende a ser boa. As vezes, pre?o n?o é tudo, só faz parte do pacote!

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3 Escalate the issue if needed

The third step is to escalate the issue if needed. If your carriers and freight forwarders are still unresponsive or unable to meet your needs, you may need to involve higher-level managers or authorities. Depending on the severity and urgency of the situation, you may also need to consider legal actions or contractual penalties. However, before you resort to these measures, make sure you have exhausted all other options and have sufficient evidence and documentation to support your case.

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4 Seek alternative options

The fourth step is to seek alternative options. If your carriers and freight forwarders are unresponsive or unreliable, you may need to look for other service providers who can meet your logistics requirements. You can use online platforms, networks, or referrals to find and compare different carriers and freight forwarders. You can also negotiate better rates, terms, and conditions with them. However, before you switch to a new service provider, make sure you do your due diligence and check their reputation, track record, and capabilities.

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Tegan O'Keefe

Senior Account Manager @ Steam Logistics | Creative, Collaborative, and Data-Driven
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If unresponsiveness is a recurring issue, it's definitely time to explore other options. If they value your business, they will answer.

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5 Review and improve your logistics processes

The fifth step is to review and improve your logistics processes. Unresponsive carriers and freight forwarders may indicate that there are some inefficiencies or gaps in your logistics operations. You may need to revisit your logistics strategy, objectives, and KPIs. You may also need to optimize your logistics planning, execution, and control. You may also need to enhance your logistics technology, data, and analytics. By improving your logistics processes, you can reduce your dependency on external service providers and increase your logistics performance.

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Tegan O'Keefe

Senior Account Manager @ Steam Logistics | Creative, Collaborative, and Data-Driven
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If you are partnering with quality carriers and freight forwarders, and this issue is happening every time, you might need to consider your own role in the problem. Are your requests reasonable and within the scope of their services? Are you asking for many favors but not giving them business in return (for example, repeatedly asking for quotes but not sending any shipments)? Take time to evaluate your expectations. And if you really value your partner, ask them for their honest feedback.

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6 Build and maintain strong relationships

The sixth step is to build and maintain strong relationships with your carriers and freight forwarders. Unresponsive carriers and freight forwarders may also reflect that there are some issues or tensions in your logistics partnerships. You may need to foster a culture of trust, collaboration, and mutual benefit. You may also need to provide feedback, recognition, and incentives to your service providers. You may also need to resolve any conflicts or disputes in a constructive and respectful manner. By building and maintaining strong relationships, you can enhance your logistics communication and cooperation.

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John Slope

Field Sales Executive at Samskip
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Address immediate unresponsiveness with clear communication and escalation. Look for alternatives if needed. Build long-term resilience with tech solutions (tracking, communication platforms) for proactive monitoring and smoother info exchange. Implement contingency plans and monitor carrier responsiveness to be prepared for delays. Consider contractual safeguards like SLAs with clear communication expectations and performance incentives. Engage with industry groups to push for better communication standards. This creates a comprehensive approach for a more efficient and resilient logistics operation.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if carriers and freight forwarders are unresponsive in logistics management?

1

2

3

4

5

6

7

1 Identify the root cause

2 Communicate clearly and proactively

3 Escalate the issue if needed

4 Seek alternative options

5 Review and improve your logistics processes

6 Build and maintain strong relationships

7 Here’s what else to consider

Logistics Management

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What do you do if carriers and freight forwarders are unresponsive in logistics management?

1

2

3

4

5

6

7

1 Identify the root cause

2 Communicate clearly and proactively

3 Escalate the issue if needed

4 Seek alternative options

5 Review and improve your logistics processes

6 Build and maintain strong relationships

7 Here’s what else to consider

Logistics Management

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