In a logistics career that has spanned nearly 20 years, Casey Jones has never shied away from taking on new challenges. As Casey puts it, “People never stop moving in this industry. If you do stop, you get left behind.”
Early in Casey’s career he worked directly for carriers, the companies that own the trucks and hire the drivers. He then moved on to work directly for business shippers that shipped a high volume of freight. In March of 2018, Casey embraced a new challenge when he became Customer Care Manager at FreightCenter, joining a 3PL (3rd Party Logistics provider) for the first time in his career.
Casey’s wealth of experience has made him an expert in numerous logistics areas, including these:
- LTL & Truckload Planning
- Scheduling & Dispatch
- Budget/Cost Control
- Hazmat Compliance
- Accounts Payable/Account Receivable
- Domestic/International Transportation
- Customer Service & Billing
- Human Resources & Recruiting
His broad range of logistics know-how made Casey the perfect choice to manage FreightCenter’s Customer Care operation, which handles multiple customer interests including Tracking & Tracing, Resolutions and Processing of house accounts.
It’s been five months since Casey joined FreightCenter, and we thought this would be an ideal time to ask him to sit with us and share a few insights.
What was the Biggest Challenge You Faced When You Joined FreightCenter?
“When I arrived, we had a lot of generalists in Customer Care. Everyone tried to do everything, but that’s way too much responsibility to handle. I split up the tasks so that a given customer care agent would focus on one area, Tracking & Tracing, Resolutions or Processing.
“Limiting roles in that way meant we needed to add new members to the team. Finding good customer care agents is always a challenge in every industry. It took a little time, but we now have a very strong team with every member focusing on their specialty.”
What Is Customer Care’s Primary Goal?
“The #1 goal in customer care is to make the customer experience as easy and seamless as possible. Many of our customers are first-time shippers who aren’t familiar with the details of shipping freight. They may not realize that there is a world of difference between shipping parcels and shipping freight. So, we take it upon ourselves to try to educate the uninformed customer.
“The most important thing we can teach them is to call us for help when they need it—before their shipment is picked up—and to not wait until there is a problem. We are shipping experts. If you contact us as soon as you have a concern or realize that you need help with something, we can address your concern and help keep it from ever becoming a problem.”
Every Customer Care Operation Hears from Unhappy Customers. How Does FreightCenter Help Them?
“The most important thing a customer care agent can do is listen. First, last and always, we listen. Once we’ve listened thoroughly to the customer we can evaluate their situation and determine what solutions are available to us.
“One very big difference between working for a carrier and working for a 3PL is that a non-asset-based 3PL like FreightCenter is a middleman. We don’t own the trucks or hire the drivers. In many situations, there is little we can do. In those cases, we help the customer by explaining the actions they can take and directing them to the party that can help them best.”
What Changes Have You Seen in the Logistics Industry, and What Does the Future Hold in Store?
“Industry-wide, there has been quite a bit of consolidation in the industry. Both 3PLs and trucking companies have consolidated through mergers and acquisitions. The biggest difference between the two is that many new 3PLs have come online, but there are no new trucking companies. No wonder there’s a capacity shortage.
“There’s a lot good in store for FreightCenter customers, as we are less than six months away from launching the first phase of our new TMS (Transportation Management System). I don’t want to give away the details, but our customers are going to love it.”