Celebrating 20 Years of BDP Service in August 2009
Outstanding Customer Service Award Winner
"Your efforts are making an impact."
Service Excellence Overview
Steve Robertson, Materials Manager, is new to Lonza, Inc. - Riverside (USA). He came in and immediately asked BDP to track his shipments to location door, which is a bit complicated and time consuming process. John Cummings is chasing the tracking information early in the morning and late at night in order to satisfy our customer. We are working in “real time” not just Eastern Standard Time (EST) to meet Lonza’s requirements. Typically these are high-value containerized pharmaceutical shipments where Lonza will receive payment only when the customer receives the cargo. John has done a great job at not only satisfying the customer but increasing their ability to get paid as well.
The challenges surround obtaining accurate and timely container tracking data, John works with both our overseas partners and the ocean carriers to obtain this information. He will coordinate his efforts via telephone and email in addition to reviewing container tracking data on the carrier’s web site. John tracks an estimated 160 export containers per year.
We are utilizing BDPSmart as the repository of information; however, it is the work that goes into getting the dates in there that creates the challenge.
Todd Greene – Director of Operations
BDP Philadelphia, USA
Lonza Testimonial
John,
Thanks for your continued timely updates. This is great partnering and aids me tremendously. Keep up the good work. I’ll pass to you that I have received KUDOs from the Merck product team here for our on-time deliveries and open, timely communication. Your efforts are making an impact.
Steve Robertson – Lonza Inc., Riverside (USA)
