Team Nutrinova - Hamburg, BDP Germany

Outstanding Customer Service -
Team Dedication Award Winners

One of BDP Germany’s customers, Nutrinova, submitted a well noted Service Excellence testimonial on behalf of the BDP Nutrinova Team based in Hamburg, Germany.

BDP Hamburg Nutrinova Team
First Row, Left: Marion Jürgens, Denise Ulber, Katja Sporn, Steffen Rese

Second Row, Left: Jonas Büttner, Katharina Keller, Andre Köhler, Tatjana Wolf

"In the name of our Ocean Export / Nutrinova Team, I would like to say
thank you for this award. From my opinion it was the absolute right choice.
The whole team and especially Steffen Rese and Denise Ulber made a great job
and built up a unique relationship with our customer Nutrinova. Also from my
side; thanks to all for the great job!"

Volker Reinhartz, Hamburg Branch Manager
BDP International GmbH

The testimonial was provided by Birte Weinstein, Koordinator Logistik - Nutrinova (Nutrinova Nutrition Specialties & Food Ingredients GmBH) and translated in English, including a few words of thanks in the opening and closing paragraphs, by BDP’s Anton Harjung, Managing Director, Central & Eastern Europe.

Nutrinova Team,

You have demonstrated a strong commitment to our customers with the service you deliver every day. I have often heard what great work you all do for our customers and I would like to share with you one customer’s comments about your commitments to their daily business. The following comments were made by Birte Weinstein at Nutrinova.

¨ End of the month adjustment: Without his flexibility, his adjustments, and arrangements we would have certainly suffered financial penalties

¨ Document processing: We thank Steffen Rese and Mrs. Ulber for the smooth transactions and operational readiness, with which we were able to process documents faster. At the same time, we would also like to express our regrets in Mrs. Ulber leaving. They were a good team.

¨ Contact to carrier: On a daily basis Mr. Rese has had very good contacts to the carriers and therefore, we have received good rates. He is always able to implement flexibility demands, especially in regards to our product’s requirements.

¨ Processing US-Business: He has been the most important link to BDP Chicago as we started processing everything from Germany in May 2008. He always knows who to contact in order for our requirement to be fulfilled. This is a very important matter for us.

On behalf of BDP Europe, I would like to thank you all as a team and recognize you for your hard work and outstanding commitment to delivering first class results.

Anton Harjung - Managing Director CCE (Central & Eastern Europe)
BDP International, Inc.

Eugene Lillis, BDP/Project Logistics - Philadelphia, USA

Project Manager

Outstanding Customer Service Award Winner

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Dennis Devlin - Director, Global Projects & Energy, BDP/Project Logistics (USA) nominated Eugene with an Outstanding Customer Service Award based on his Service Excellence solutions to a complex global trade issue and for his role as a leading intermediary between the Order Party and the USPPI.

Service Excellence Testimonial

Eugene Lillis, Project Manager – BDP/Project Logistics (Philadelphia, USA) will be presented with an Outstanding Customer Service Award on March 31 for his contributions to jointly resolve an export compliance issue at the “11th hour – a problem not encountered in all of our previous shipments” as noted by one of DuPont’s suppliers in the US.

Eugene received unsolicited, complimentary comments regarding his “terrific analysis” and for explaining the [compliance] situation in a way that finally makes some sense” commented Albert Hanks, Executive Buyer, DuPont Sourcing & Logistics - E.I. DuPont de Nemours and Company.

In short, the elevated issue was between the Order Party and the legal US Principal Party of Interest (USPPI). The supplier, also the USPPI for the original two exports, had challenged the USPPI party on the third and final export. All parties, including BDP, were closely communicating with US Census to determine the final ruling of the legal, USPPI party for the third export shipment.

Previous shipments were also at stake for AES submission amendments by BDP and the Order Party to the U.S. Census Bureau / Foreign Trade Division contingent on the final ruling for the third shipment.

Final Outcome
Eugene summarized the situation and offered recommendations to address to the USPPI issue and liabilities of each. As it turned out, Census determined that the original supplier, as stated on the previous two shipments, was indeed the legal, USPPI.

"I still appreciates all [Eugene] did to line up an alternative solution for us and pursue the details of this situation. I also think this favorable outcome probably had to do with your contacts with the vendor, and so further, to that work we all really appreciate your help and support in reconciling this situation.”

Albert Hanks - DuPont Sourcing & Logistics

DuPont Project Engineering Center

Eugene’s consultative approach to DuPont and its supplier, in addition to sharing his shipment knowledge on several conference calls with the supplier and Census, was one part of the approach that resulted in a favorable outcome for all parties.

Thank you, Eugene, for clearly communicating the obstacles and liabilities for each party to reach an agreeable and legally sound resolution that would keep the time sensitive and high profile export moving along as scheduled.

Michael Sauerwald - BDP Philadelphia Airport, USA

Import Coordinator - Lanxess Team

Outstanding Customer Service Award Winner

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BDP Testimonial
We'd like to recognize Mike Sauerwald for his exceptional customer service displayed on the Lanxess import team. We received email communications with Lorie Donnelly of Lanxess praising Mike's efforts. Mike is making great strides with his progression and consistently goes above and beyond to help accommodate the needs of Lanxess. It's nice to see that Lanxess has noticed as well!

Dan Keane - Regional Account Executive
BDP Philadelphia Airport, USA

LANXESS Testimonials 1 and 2
(a)

I could not ask for better service Mike - you do an excellent job in staying on top of our shipments and working towards resolving issues that come up unexpectedly. Thank you for your efforts on this shipment and taking the initiative to be proactive with the unexpected issues with this shipment. Will wait to hear news tomorrow as to how this is progressing. Again, thank you!

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(b)

I just wanted to pass along the below email from our Leather Business Unit. There have been many positive comments made from the business units I deal with for the appreciation towards the extra efforts and work that Mike Sauerwald puts into handling their shipments. He really does an excellent job and I could not ask for a better partner to work with in this business. Please be sure to pass along LANXESS' appreciation for Mike's extra efforts and dedication. Thank you.

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Lorie Donnelly - LANXESS Corporation

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LANXESS Testimonial 3

I wanted to thank you for all your assistance with this shipment. Your extra efforts are greatly appreciated.

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Heidi Houser - LANXESS Corporation

Erin Joyce - BDP Philadelphia Airport, USA

Air Import Logistics Coordinator
Outstanding Customer Service Award Winner

BDP's Erin Joyce - Dentsply's best supplier representative!

BDP Testimonial
During a customer visit today [March, 20, 2009] with Dentsply, our customer wanted to express his thanks to the outstanding service that we give them and has named his account representative, Erin Joyce. As a result, this customer who used two brokers inquired to his management his desire to give all of his business to BDP, which all parties agreed to. This buyer also involved another buyer who will be giving us an opportunity to get involved in some inter-company transfers to/from Mexico.

These opportunities are a direct result of the outstanding customer service being giving to Dentsply by Erin Joyce, and as such, I am recommending her for our Outstanding Customer Service award.

John Wright - Director of Operations
BDP Philadelphia Airport, USA

Dentsply Testimonial
Email to Lena DeFazio, Product Leader, Mid-Atlantic Region - Philadelphia Airport with Copy to John Wright

I wanted to send a note commenting on the customer service that I have received from Erin Joyce. I am extremely pleased with how quickly and proficiently she responds to questions and issues. I have complete comfort knowing that Erin is handling my shipments and am always kept in the loop if any issues arise. Erin is one of the best supplier representatives that I deal with and I have over 100 suppliers. She is doing a great job!

Michael Brant - Dentsply International Inc.

BDP New York, USA Recognition (Croda Inc.)

Wendy Odle-Harvey (Croda Import Account Manager) - 18 Years of Service in August 2009
Ngozy Vancooten (Croda Import Account Coordinator) - 2 Years of Service in July 2009
Outstanding Customer Service Award Winners

Wendy and Ngozy go the extra mile for Service Excellence!

BDP Word of Thanks - A very happy customer
Good Morning Wendy and Ngozy,

I am sure you may have seen below already this morning, but I wanted to personally Thank You on behalf of BDP for your untiring efforts in making Croda a very happy customer. If not for the type of service that you provide, we would not be getting the additional opportunities that are currently in front of us with them. We very much appreciate all that you represent to BDP. We need more like you.
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All in all, this has been a true team effort all around. Wendy and Ngozy are part of a larger BDP team, but recognized individually at this point. And yes, they do one heck of a job!

Bill Skroskis, Director - Global Strategic Accounts
BDP International, Inc.

Croda, Inc. Letter of Thanks
I just wanted to take a second to let you know that Wendy and Ngozy are doing a wonderful job for me. Sometimes it is just expected that everything goes smoothly, but it seems that Wendy and Ngozy go the extra mile for Croda. I just thought you should know that I appreciate all that they do for me. Please let them both know that they are doing a wonderful job! Thanks.

Trent Muthler, Croda Inc.

BDP Philadelphia Airport Office, USA Recognition (Puratos Corporation)

Outstanding Customer Service - Team Dedication Award Winners

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Each award winner contributes to the BDP/Puratos import account and is based in the Philadelphia Airport Office, USA. The team will be presented with individual awards to recognize each contributor's exemplary customer service and commitment to teamwork.

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1. Jasmine Rodriguez - Team Lead
2. Angela Graham - Entry Coordinator
3. Joleen Bauer - Entry Coordinator
4. Raffelina Giove - Entry Coordinator
5. Kristy Ramirez - Entry Coordinator

John Wright (Director of Operations, Philadelphia Airport Office) submitted Jasmine Rodriguez and her team as candidates for BDP's Outstanding Customer Service - Team Dedication awards mentioning, “This letter is not just for Jasmine but for those within her team who also provide service to Puratos.”

A team approach to Excellence

Each BDP/Puratos team member is very familiar with and plays a very important role in the process of clearance, transportation, tracking and, of course, Customer Service. We initiated this team to make sure that the business requirements, the customer's processes and historical data -such as Standard Operating Procedures (SOPs), the account profile, and training needs- are known and used by each. It works very well! Jasmine leads the team and the practices the team concept extremely well.

Lena DeFazio - Product Leader, Mid-Atlantic Region
BDP Philadelphia Airport Office – USA

Puratos Corporation – Letter of Thanks
I wanted to say a few words about Jasmine Rodriguez and what she means to Puratos. It is easy to point out the things we don’t do on a daily basis and it is rare that we ever receive positive feedback, so I really enjoy when I have the opportunity to say some good things about someone. Where Jasmine is concerned, it is very easy!

I work with many vendors in my job and I can truly say that there is no one more proactive or responsive to the needs of Puratos like Jasmine. She is ahead of the curve on all of our shipments and has a very definite “feel” for the sense of urgency required when we need it. If I call Jasmine for assistance, I always feel like I am the most important call she received in spite of what may be on her plate. She gets right on the issue at hand and I never have to ask twice for feedback. That is great for Puratos and me personally because I know that if Jasmine is on it I have no worries and I can move on to something else. In addition, I think it’s also a testament to her group as well. You should be very proud!

Anthony Lombardo, Puratos Corporation

BDP Los Angeles, USA Recognition (China Vitamins, LLC)

Belinda Munoz (Warehouse/Distribution & Logistics Coordinator)
Eduardo Javier Centeno (Warehouse Associate)
Outstanding Customer Service Award Winners

Thanks to Joy Posadas and Orlando Blandon for sharing a BDP Experience.

China Vitamins, LLC recently approached BDP to warehouse and re-distribute 2 x 40’ containers of Vitamin E, packed in drums. The containers were cleared by another broker who also arranged inland delivery to BDP’s dock.

The end-user sent the meticulous re-distribution instructions, or guidelines, outlining the packaging and distribution requirements. For example, detailing how the drums were to be palletized, what size pallets to use, if pallets were to be shrink wrapped, and how the drums were to be labeled, etc. The supplier could reject deliveries if the specs were off in any way. In Orlando Blandon's words, “We [in the warehouse] were scared not to perform what the client needed. This end-supplier -compared to a prominent, national retailer- wanted everything in order, no exceptions. There were so many little details to meet.”

Vantage Point - BDP
BDP received the containers one week earlier than originally planned, which allowed the warehouse to “take care” of the process ahead of schedule. China Vitamins delivered the shipment earlier to by-pass potential storage fees at the carrier’s facility. The client was concerned that BDP would pass on additional storage fees to hold the product ahead of schedule. Instead, Orlando took the advanced schedule as an opportunity to gain back the business. The BDP warehouse team used the additional time to their advantage to review the requirements in advance and to work through any potential obstacles.

In the end, Orlando stated that, “Everyone was impressed with BDP’s service. We want China Vitamins to know that they could count on BDP outside of the brokerage services. BDP can do more.”

The best compliment
Belinda and Javier were moving ahead from the time the containers hit the docks. “They’re awesome” remarked Orlando. Although Orlando’s name was specifically mentioned in the client testimonial, he was pulled away from this specific job to handle another warehouse issue. “They didn’t need another cat in the warehouse. They didn’t need me, because they’re good at what they do. They fully understood what needed to be done.”

Orlando commented that “We will do what needs to be done for BDP and the customer. I can never praise these guys enough. Belinda and Eduardo delivered far above and beyond customer service and will continue to work side by side with them. They took responsibility; they were in charge; and they did an amazing job.”

One box at a time
“Service Excellence is what we do. We pass along great customer service no matter how big or small the customer or the business need. Times are tough right now, and we take care of our customer whether it’s handling one or 2000 boxes. Belinda and Javier have a devotion to their work and a loyalty to me. We are fortunate for BDP taking the time to acknowledge their efforts. BDP employees need something to relate to – that they’re doing the right thing. This kind of recognition fits the bill.”

China Vitamins Letter of Thanks

I would like to take this opportunity to tell you that we are very pleased with the service that was provided by your El Segundo, CA team. A tremendous amount of work had to be done to make a 20MT shipment deliver to our customer according to their special requirements. This team was led by Orlando Blandon and Belinda Munoz. Both handled all of our questions, concerns and requests expediently, professionally and accurately that at no time did we feel worried that something would go wrong or not according to our instructions. We appreciate their tremendous effort and hope you can relay our gratitude to all that took part. Thank you.

Renee Pologe - China Vitamins, LLC

Orlando Blandon - BDP Los Angeles, USA

Warehouse Manager
Employee Dedication Award Winner

Orlando Blandon demonstrated exceptional customer service by personally driving to OOCL's trucker's depot in Los Angeles, and during BDP's month-end operations, to attach four hazardous materials transportation placards -on behalf of the exporter- to an export container. Orlando's quick thinking and concern to make a difference kept the process moving along to prevent further delays and additional costs for the exporter.

The container included sporting goods equipment destined to a U.S. military base in Kuwait City. The container also included three small cartons of Ping-pong balls, made from celluloid, which is considered a Class 4.1, Flammable Solid, hazardous material. Cellulose based plastics contain properties that can sizzle and burn if set on fire (http://www.packagingtoday.com/introcelluloid.htm).

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The undeclared dangerous goods were overlooked by the exporter at the time the container was packed and released to the rail en route from Dallas, Texas to the West Coast. The dangerous goods issue was noticed when Denise Graham, Air Export Product Leader - BDP Dallas-US, questioned a commodity description on the commercial invoice during BDP's EEI (or AES) submission process to the U.S. Census Bureau. The exporter was aware that the balls were packed in the container, although unknowingly, did not alert BDP of the hazardous status. Fortunately, the Ping-pong ball shipment was a "limited quantity" where the outer packaging did not need to be marked and labeled as a hazardous material due to size, circumventing further delays to have the container unpacked and reloaded. Simultaneously, Denise secured the Dangerous Goods Declaration and Material Safety Data Sheet (MSDS) and updated the booking, submitted compliant export commodity data to BDP Transport and to Census, and dispatched a complete set of export documents to BDP's partner in Kuwait, who will arrange shipment clearance and delivery to the U.S. military base.

BDP Testimonial 1
On behalf of Sports Supply Group and the BDP Dallas office, I would like to say that we are extremely grateful for your dropping everything on Friday to do this for us. I know that just having to get into your car and drive to the OOCL truckers depot on a Friday afternoon, when you are already busy, to put these hazardous placards on all four sides of the container must have been extremely inconvenient. This was due to the exporter unknowingly moving hazardous cargo which resulted in a great deal of unexpected costs, including the fines and penalties imposed by the carrier. So your jumping in and handling this for us meant that this container did not have to be pulled into the BDP Los Angeles warehouse to be unpacked and reloaded. You personally saved our customer a great deal of money. We really appreciate your help with this situation.

Jane Zellers - BDP Dallas, USA

BDP Testimonial 2

Orlando saved the day!
Orlando - you are the best! I really appreciate you taking your time to do this for us. I know that we are all on the same team but you personify "team work"! Send me your vendor number and charges - whatever you charge me I'm going to add an additional amount for TEAM WORK. I hope the BDP Los Angeles team realizes what you have in Orlando - Above and beyond the call of duty to help.

Denise Graham - BDP Dallas, USA

A BDP TEAM Effort
It is always a pleasure to be able to help my team members, further more if it is to make BDP look and do good for our customers and partners. We are here to support and compliment each other to provide the best possible service to each and every one of our clients. Thank you for having come to me and allowing me to help you any way I can, and know that we are here for your needs any time, any day.

Orlando Blandon - BDP Los Angeles, USA

Frank Konieczny - BDP Chicago, USA

Logistics Coordinator, Air Export Operations

Outstanding Customer Service Award Winner

Service Excellence Testimonial
I just wanted to take the time to let you know that I have been working with Frank Konieczny very closely shipping twice a week to Hong Kong for quite awhile. The prompt and friendly service that I have received from him is phenomenal. I email him that the shipment is ready and he promptly emails me back to let me know the shipment has been scheduled with Towne Air.

Frank is very reliable, dependable and I can always count on him for a high level of quality customer service. I work with several freight forwarders and Frank is the top of my list. Frank has a welcoming smile in his voice and we can all take lessons from him. Keep up the good work Frank!

Judy Prout, D-M-E Company