Nick knows the transportation industry well. He’s worked at Otis Spunkmeyer for more than 10 years as the Assistant Transportation Manager. 

About 5 years ago Nick remembers a phone call from Total Quality Logistics. It was Logistics Account Executive, Blake Niemeyer.  Nick says that since then he’s been using TQL and it’s helped tackle his biggest challenge.

“The biggest challenge we have is getting the product to the customer in the most efficient, cost effective way,” says Nick. “It needs to be delivered on time no matter how delayed we might receive the order from the customer.”

“Blake Niemeyer is an amazing representative and provides exceptional customer service. I know that if I give him a load, and he accepts it, no questions asked, it will be shipped and delivered as promised, with great communication throughout! He is by far the best rep I have worked with from any transportation company.”

At first, Nick recalls only using Blake when he was in a pinch or when a customer gave him an emergency last minute order.

“Blake was the only one that would consistently deliver in those stressful situations.” Nick says. “We were really impressed with the service and rates we got and have since substantially increased the load volume we give to TQL.”

Nick is proud to work for Otis Spunkmeyer. Not only for creating his favorite flavor muffin in the whole world: Strawberry Shortcake-but also because his company supports many different charities.

“We do a lot for Make-A-Wish Foundation, Toys for Tots and Ride to Recovery supporting wounded veterans,” Nick says. “We also give thousands of pink muffins and cookies to Susan G. Komen Race for the Cure.”

More fun facts about Otis Spunkmeyer:

• More than 3 billion Otis Spunkmeyer cookies are enjoyed every year. That’s enough
  cookies to wrap around the world 19 times!
• Otis Spunkmeyer is not the name of a real person. It is a name the founder’s 12-year-old daughter came up with back in 1977.
• Otis Spunkmeyer products are served in over 56 countries worldwide.

Karen has been connected to the transportation industry practically all her life. Both her dad and brother have spent time behind the wheel and she’s worked in the industry for over 25 years. The last 10 have been spent at Total Refreshments where she currently serves as the company’s National Sales Manager.

“My biggest challenge right now is just finding equipment,” said Karen. “In all my years of working with freight, I have never seen [the number of] trucks as limited as it is now. The economy has affected our business like it has many others. Our customer base is smaller, but we still try and service them to the best of our ability.”

Total Refreshments, based out of Washington, Missouri, ships approximately 15-20 loads of beverages each month all over the Midwest. The loads are very fragile. The pallets used during loading are narrow and can knock over easily during transit. So, while finding an available truck is important to Karen, so too is hiring a soft handed driver that will drive easy from pick-up to delivery.

A little over three years ago, Karen was in search for such a driver when she received a call from TQL Logistics Account Executive Yosef.

During that first conversation, Yosef told Karen that TQL took customer service seriously and that at the heart of this commitment was a policy to always stay honest and forthcoming with customers and to provide them with 24/7 availability.

“This is the one point that sold me on TQL,” said Karen. And, it appears, Yosef is delivering on his promise.

“Yosef always has our best interest in mind,” said Karen. “I feel like when I give him the load, I have no worries. I know he will communicate with my customers and that the trucks will arrive and deliver when he says they will. We work well together, we laugh together and we always place the customer first.  That is the key to staying in business during these times.”

Chris first began working with his client in April of 2009, arranging approximately 20-30 truckload shipments each week. By September, one particular lane was causing Chris and his client some trouble. The truck would hit bumps along the way causing the product to “jump” up and down off the pallet.  After 800+ miles, the product would often fall completely off the pallet, causing damage.

In an attempt to solve the problem, Chris took it upon himself to do some research.  He first monitored the carriers he was hiring for the loads to be sure it wasn’t erratic driving causing the problems.  Then, he asked a few of his regular drivers to watch while the product was being wrapped and loaded.

One driver pointed out that while the product was being wrapped to the carton, the carton was not being wrapped to the pallet.  It was merely sitting on top of the pallet. Based on this feedback, Chris suggested two things to his client:

1. Wrapping the product and then subsequently wrapping it to the pallet to make one whole unit.
2. Wrapping it at a tighter setting at the bottom and loosening it on the way up.  This would allow some wiggle room for the product to move without falling off the pallet.

The shipping manager took Chris’ advice and the product hasn’t been damaged since.

Expressing her appreciation to Chris, the client stated, “You have become a valuable asset to our company.  Thanks for going well above and beyond to move freight that delivers free and clear.”

Marc Bybee, president of Fiesta Farms, does just about everything on a day-to-day basis, from sales to food safety to managing the packing shed. In his “free” time, he serves as the President of the Idaho-Eastern Oregon Fruit & Vegetable Association as well as a member of the organization’s promotion committee. With all of his responsibilities, it’s no wonder he relies on TQL Logistics Account Executive Kris Fowler for a little help in arranging the transportation of his shipments.

Kris started working with Marc in early 2008 and today he arranges approximately four loads a week for the company.  “A good portion of their loads go to Florida and sending refrigerated trailers down there is rarely easy,” says Kris.  “Often, it’s important for me to have a reload coming out, before the carrier will take my load of onions.”    

“He finds trucks no matter what the current situation,” adds Marc, “and when it comes down to it, that’s all that matters.”

This ability to find trucks when needed is exactly why Marc and many other companies choose to work with TQL. While the task may seem easy in today’s loose truck market, that will likely not be the case for long. According to Transport Capital Partners, over the last 36 months the transportation industry has seen a 33% decline in truckload volume and thousands of carrier companies have exited the market. Given these dynamics, many predict that when demand picks back up later this year and in early 2010, a severe capacity crunch will hit the US.

To help insulate ourselves and our clients when the market tightens, TQL has taken a number of steps over the last several months to strengthen our relationships with carriers and help them run profitable businesses. In addition to proactively searching for reloads, we’ve provided information on regulation changes like the TWIC and CARB programs, maintained our commitment to speedy payment and invited them to participate in company contests and promotions.

Of course, for Marc and Fiesta Farms, as well as many other TQL clients, it’s not just a numbers game. Any broker can find an empty truck, but a true commitment to account service is something many clients only find at TQL.

When asked why he trusts Kris and TQL with his loads, Marc replies, “I place a very high importance on honesty and I believe he feels the same. He is almost always my first call or e-mail. I don’t mind paying a little more and knowing someone is going to back me up when I really need them.”

Bob Lucy and Del Rey Avocado are one of the most well-known and respected packers, shippers and importers of fresh avocados in the industry. Bob’s loved the little green fruit for more than 35 years and the company is celebrating its 40th anniversary this year. Del Rey sells more than $50 million each year and supplies 10% of the California avocado market and between 25-30% of California’s organic avocados.

Avocados are an expensive commodity; each box costs around $30, making a full truckload shipment as much as $50,000. In addition to monitoring the reefer temp so the fruit doesn’t ripen before arrival, the driver needs to pay special attention to how the product is loaded on the truck. Avocados are heavy and unless they are packed properly, could tip over while on the road. So, in addition to properly securing the load locks, the driver must be mindful that he’s not overweight before taking off.

Because of these special details, Kevin looks for a driver that is experienced in hauling fresh fruit. In fact, he follows TQL’s recommend 10 & 10 guidelines: at least 10 power units and a minimum of 10 loads completed with TQL in the past year. These guidelines are recommended for commodities of certain values and ensures that the carrier selected is reliable and established.

“I’ve been very impressed with Kevin,” says Bob. “I know that things can happen when it comes to transportation, but he’s always been up front and honest. This allows me to keep my customers informed and manage their expectations. Del Rey is known for our great customer service and reliability. Kevin’s helped us keep that reputation. He’s one of the most reliable brokers around.”