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What are the most effective ways to build and maintain a positive relationship with your freight forwarder?

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If you are involved in import/export operations, you know how important it is to have a reliable and trustworthy freight forwarder. A freight forwarder is a company that arranges the transportation of goods from one place to another, using different modes and carriers. They can also handle customs clearance, documentation, insurance, and other logistics services. But how do you build and maintain a positive relationship with your freight forwarder, so that you can benefit from their expertise, network, and rates? Here are some tips to help you.

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David Aguye

Helping FREIGHT FORWARDERS to achieve results.
Cinthia S.

International Trade Advisor | Comércio Exterior | Importa??o e Exporta??o | Customer Service | Legisla??o Aduaneira |…
Linlay Soulange

Group International Logistics Manager at AFRITEX VENTURES MAURITIUS

1 Communicate your needs and expectations

One of the key factors for a successful relationship with your freight forwarder is clear and frequent communication. You should communicate your needs and expectations to your freight forwarder, such as the type, quantity, and value of your goods, the origin and destination, the delivery time and terms, the budget and payment terms, and any special requirements or risks. You should also ask your freight forwarder about their services, capabilities, and limitations, and how they can meet your needs and expectations. By communicating openly and honestly, you can avoid misunderstandings, delays, and disputes, and ensure that both parties are on the same page.

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David Aguye

Helping FREIGHT FORWARDERS to achieve results.
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Respect Their Expertise: Value your forwarder's market knowledge and experience. Be open to their suggestions for optimization and cost-savings. Be a Reliable Partner: Always pay invoices promptly and be clear about your commitment to the relationship. This fosters loyalty. Problem-Solving as a Team: When issues arise (and they will!), communicate quickly and collaborate on solutions. Avoid blame games and focus on finding the best path forward.

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Cinthia S.

International Trade Advisor | Comércio Exterior | Importa??o e Exporta??o | Customer Service | Legisla??o Aduaneira | KPI'S | Classifica??o Fiscal | International Business| Ex-tarifários |Drawback
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Construir e manter um relacionamento positivo com seu agente de carga é essencial para o sucesso no comércio internacional. Aqui est?o algumas dicas que considero importantes: Seja claro(a) sobre suas expectativas e necessidades. Isso ajuda a evitar mal-entendidos e garante que ambos estejam na mesma página. Forne?a feedback regularmente. Isso ajuda o agente a entender o que está funcionando e onde podem ser feitas melhorias. Trate seu agente com respeito e profissionalismo. Isso ajuda a construir um relacionamento de longo prazo baseado na confian?a. Lembre-se, um bom relacionamento com seu agente de carga pode fazer uma grande diferen?a na eficiência e eficácia de suas opera??es de comércio internacional.

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Linlay Soulange

Group International Logistics Manager at AFRITEX VENTURES MAURITIUS
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Friendly / business partnership with your customers heading to full mutual trust and confidence to exactly meet the customer's requirements / expectations

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Martin Dukart

Project Manager & SMB Consultant | Strategic Planning & Policy Analysis | Intl. Affairs for Buenos Aires Governor (2012-2015) | Former Advisor to Angola’s Minister of Trade (2018-2020)
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Building a positive rapport with your freight forwarder is vital for smooth import/export operations. Effective strategies include: 1-Clear Communication: Keep Updates Regular: Inform your forwarder of shipment schedules, changes, and special requests promptly. Detailed Instructions: Clearly communicate your needs, preferences, and expectations for each shipment. 2-Collaborative Planning: Early Involvement: Engage your forwarder in planning for new shipments or projects to align strategies. 3-Long-Term Partnership: Relationship Investment: See your forwarder as a strategic ally, not just a service provider. Invest in nurturing this partnership for mutual benefit.

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Alejandro Delgado????

| Experienced Import-Export Manager | President ANFABASA | Seafood International Trade Expert | Marine Protein Supplier| Worlwide Seafood & Fisheries Network Provider | Sustainable Seafood | Driving Global Tuna Trade |
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Building and maintaining a positive relationship with your freight forwarder requires clear communication, mutual trust, and proactive collaboration. Establish transparent expectations, communicate shipment details promptly, and provide timely feedback to foster trust. Prioritize open dialogue and constructive problem-solving to overcome challenges together. Regular performance reviews and incentives for exceptional service encourage long-term commitment and partnership. Prioritizing transparency, communication, and collaboration cultivates strong and enduring relationships.

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2 Choose a compatible freight forwarder

Another important factor for a positive relationship with your freight forwarder is compatibility. You should choose a freight forwarder that has experience and expertise in your industry, product, and market, and that can handle the volume and complexity of your shipments. You should also choose a freight forwarder that has a good reputation, a strong network of agents and carriers, and a high level of customer service and responsiveness. You can research and compare different freight forwarders online, or ask for referrals from your peers or industry associations. You can also request quotes, references, and testimonials from potential freight forwarders, and evaluate their performance and quality.

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Suzanne Natsheh

Demand Planner | Supply Chain Expert | Logistics & Clearance | Pharma & Medical Supplies | IMD Leadership | BZU (Accounting)
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Review the freight forwarder's portfolio to assess the sectors and companies they're engaged with. This provides insight into the quality of service they offer, gauged by the confidence placed in them by businesses entrusting them with their shipments.

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Jens Christenhu?

Fractional Chief of Staff | Turning chaos into clarity for scaling founders and managers
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Experience and a credible reputation are essential. Also check if specific industries can be handled, especially if you have special requirements.

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3 Negotiate a fair and flexible contract

A third factor for a positive relationship with your freight forwarder is a fair and flexible contract. You should negotiate a contract that reflects your needs and expectations, and that covers the scope, terms, and conditions of the services provided by your freight forwarder. You should also include clauses that address the responsibilities, liabilities, and indemnities of both parties, as well as the dispute resolution mechanism, the force majeure events, and the termination options. You should review the contract carefully before signing it, and seek legal advice if necessary. You should also be open to renegotiate the contract if there are changes in the market conditions, the regulations, or your business needs.

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4 Provide accurate and timely information

A fourth factor for a positive relationship with your freight forwarder is accurate and timely information. You should provide your freight forwarder with all the necessary information and documentation for your shipments, such as the commercial invoice, the packing list, the bill of lading, the certificate of origin, and the customs declaration. You should also update your freight forwarder on any changes or issues that may affect your shipments, such as delays, damages, or losses. You should also verify and confirm the information and documentation provided by your freight forwarder, such as the freight quote, the shipment status, and the delivery confirmation. By providing accurate and timely information, you can facilitate the smooth and efficient execution of your shipments, and avoid errors, penalties, and claims.

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5 Give feedback and recognition

A fifth factor for a positive relationship with your freight forwarder is feedback and recognition. You should give your freight forwarder constructive feedback on their performance and quality, and suggest areas for improvement or innovation. You should also recognize and appreciate your freight forwarder for their achievements and contributions, and reward them with loyalty, referrals, or testimonials. You should also solicit feedback from your freight forwarder on your performance and quality, and listen to their suggestions and complaints. By giving feedback and recognition, you can strengthen the trust and satisfaction between you and your freight forwarder, and encourage continuous improvement and collaboration.

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Jean Baptiste FLECK ????????

Directeur des Opérations - Auditeur en Supply Chain - Conseil Supply Chain et Excellence opérationnelle
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After 7 years in freight forwarding management, I've found these strategies effective: KPI Reviews: Daily for distribution, weekly for others ??. Root Cause Analysis: Identify and address the core issues of underperformance ??. Incentive Penalties: Small fines to motivate improvements ??. Foster Competition: Share some market with competitors to boost performance in case of underperformance ??. Process Control: Use SOPs to maintain control, regardless of a freight forwarder's knowledge advantage ??. Forecast Sharing: Provide forecasts from S&OP for better planning ??. Partnership: Treat freight forwarders as allies, not enemies. Fair treatment ensures support when needed ??.

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6 Resolve issues and conflicts professionally

A sixth factor for a positive relationship with your freight forwarder is resolving issues and conflicts professionally. You should expect and prepare for some challenges and difficulties in your import/export operations, such as shipment delays, damages, losses, or disputes. You should also have a clear and effective communication channel with your freight forwarder, and report and address any issues or conflicts as soon as possible. You should also respect and understand the perspective and interests of your freight forwarder, and seek a mutually beneficial and amicable solution. You should also follow the contract terms and the dispute resolution mechanism, and escalate the matter to a higher authority or a third party if necessary. By resolving issues and conflicts professionally, you can preserve and restore the relationship with your freight forwarder, and prevent further damage or loss.

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Muhammad Umer Zahid

Experienced Finance Professional | Import Specialist | Driving Financial Success in Global Trade | ACMA | 7+ Years in Finance/Accounts & Import Management
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Communicate clearly, provide accurate shipment details, meet deadlines, establish trust through consistent collaboration, and stay informed about industry trends to build and maintain a strong relationship with your freight forwarder.

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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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Eric Makau

Operations Management | Commercial Analyst | Business Analyst
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Organizing collaborative problem-solving workshops with the freight forwarder team can also help in clearing gray areas. Representatives can be invited from both sides to participate in brainstorming sessions focused on identifying challenges in the logistics process and devising innovative solutions together. By fostering open communication and teamwork, issues can be addressed proactively and the partnership can be strengthened between your company and the freight forwarder.

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What are the most effective ways to build and maintain a positive relationship with your freight forwarder?

1

2

3

4

5

6

7

1 Communicate your needs and expectations

2 Choose a compatible freight forwarder

3 Negotiate a fair and flexible contract

4 Provide accurate and timely information

5 Give feedback and recognition

6 Resolve issues and conflicts professionally

7 Here’s what else to consider

Import/Export Operations

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What are the most effective ways to build and maintain a positive relationship with your freight forwarder?

1

2

3

4

5

6

7

1 Communicate your needs and expectations

2 Choose a compatible freight forwarder

3 Negotiate a fair and flexible contract

4 Provide accurate and timely information

5 Give feedback and recognition

6 Resolve issues and conflicts professionally

7 Here’s what else to consider

Import/Export Operations

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