Robern is committed to designing, engineering, manufacturing and delivering products and services that do more than meet expectations. Throughout the pandemic Robern has continued to be a trusted partner to you and our customers. For the most part Robern has managed to maintain our lead times very close to pre-pandemic levels. There aren’t too many manufactures that can make that statement.
However, our partnership with Mainfreight (MF) and their recent challenges have impacted our commitment to exceed the expectations of our distributor partners and ultimately our customers. This is unacceptable. Robern’s Supply Chain team recently met with Mainfreight and have implemented corrective actions to earn back the trust we may have lost over the past couple of months.
Below are some of those actions:
QUALITY
· MF has appointed new position, a Key Account Manager, who starting on Monday the 11th. This will add additional set of eyes monitoring Robern’s shipments.
· Weekly calls – Weekly calls have been set up with MF to review performance and progress made on action plans.
COMMUNICATION
· Exception Report – let’s Robern Customer Service know proactively what shipments that are late / expected to be late so that our customer can be called with a heads up.
· Training will be set up for Robern Customer Service team later this month to access MF portal. This portal will allow CS to track and view all Robern shipments and should enable CS Team to better service customer queries.
DAY TO DAY MITIGATION EFFORTS
· Eliminating the use of the Boston Terminal – This terminal was backed up due to equipment and driver shortages. MF quality team camped at this terminal and dispositioned all Robern shipments that were stuck at this terminal. Going forward all shipments are rerouted to make sure shipments are in and out of this terminal.
· Mitigation at the Chicago Terminal – MF have their Quality Team working at the Chicago terminal over the next few days to remove the bottleneck of Robern shipments passing through this terminal.
As you can see Robern and Mainfreight continue to listen and take the necessary action to deliver on our promise to exceed expectations. Your feedback is an important part of that promise. I appreciate your feedback and your trust in Robern to act.
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