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Carriers 'takers, not makers', lack communication skills: big shipper
Carriers have lost sight of customer needs shown in non-existent communication and unreliability, said leading paper shipper.
Speaking at the Container Supply Chain Conference in London, Neville Scowen, transport manager for International Paper, said carriers were distancing themselves from shippers just as banks were perceived as "takers, not makers".
A lack of dialogue on schedule changes has left shippers at the mercy of a call-centre silo mentality where staff ask and answer questions from a predefined guidebook, which costs shippers in congestion charges.
"Sometimes shipping lines and terminals have forgotten the customer," Mr Scowen said, at a time when reliability is key as super-slow steaming makes for more inventory stored in warehouses increasing carbon footprint of many shippers.
"For a shipper, the focus by lines should be on improving service and the driving factor should be communication," he said.
Speaking at the Container Supply Chain Conference in London, Neville Scowen, transport manager for International Paper, said carriers were distancing themselves from shippers just as banks were perceived as "takers, not makers".
A lack of dialogue on schedule changes has left shippers at the mercy of a call-centre silo mentality where staff ask and answer questions from a predefined guidebook, which costs shippers in congestion charges.
"Sometimes shipping lines and terminals have forgotten the customer," Mr Scowen said, at a time when reliability is key as super-slow steaming makes for more inventory stored in warehouses increasing carbon footprint of many shippers.
"For a shipper, the focus by lines should be on improving service and the driving factor should be communication," he said.
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