Ready Logistics Customer Service — Professional Playbook

Overview and objectives

Ready logistics customer service is the operational backbone that converts shipping reliability into customer loyalty. The objective is measurable: achieve an on-time delivery (OTD) rate of ≥98%, maintain Customer Satisfaction (CSAT) ≥4.3/5, and keep claims ratio below 0.5% of shipments. These targets are consistent with best-in-class 3PLs and enterprise shippers in North America from 2020–2025 as digital tracking and exception management matured.

Practical objectives for a service team should be translated into SLAs, staffing and tooling budgets. For example, a mid-market operation serving 1,000 monthly shipments typically budgets $3,500–$6,000 in monthly customer service spend (FTEs, helpdesk software, phone costs) plus a one-time onboarding fee of $2,000–$5,000 to integrate a Transportation Management System (TMS) and customer portals.

Operational model and staffing

Design the contact center around volume and complexity, not just headcount. Use a simple rule-of-thumb: 1 full-time customer-service FTE per 80–120 active daily shipments for standard LTL/parcel flows; increase to 1 per 40–60 shipments when door-to-door white-glove or cross-border customs support is required. Expect average handle time (AHT) of 6–12 minutes for calls and 10–20 minutes for exception emails that require coordination with carriers.

Plan for shrinkage (holidays, training, breaks) at 25–35% and maintain occupancy targets of 75–85%. For 24/7 coverage, structure three shifts with overlap windows for daily handoffs. Define Tier 1 (frontline), Tier 2 (operations/capacity/claims specialists), and Tier 3 (escalation, legal, or executive liaison) roles with clear escalation SLAs and contact matrices.

SLA and response targets

Well-defined SLAs reduce friction and set customer expectations: initial acknowledgement for critical shipment exceptions within 15 minutes, standard inbound inquiries acknowledged within 2 hours, and resolution for most exceptions within 24–72 hours. For premium customers, offer a 24/7 emergency SLA with guaranteed response in 30 minutes and an assigned account manager (example premium price: $1,500/month).

Document financial remedies for missed SLAs (credit percentages, service credits) and the conditions that void credits (force majeure, carrier-caused delays outside contractual control). Include performance review cadence — monthly operational reviews and quarterly business reviews (QBRs) with scorecards that track SLA attainment, root cause trends and continuous improvement actions.

Processes: inquiry, exception, claims and returns

Map repeatable processes for common workflows: new booking, pickup confirmation, in-transit exception, delivery attempt failure, damage/delivery claims, and returns. For claims, require the claimant to submit notice within 7 business days for visible damage and within 21 days for concealed damage, include at minimum: bill of lading (BOL), proof of delivery (POD), photos timestamped, and third-party estimates. Standard reclaim windows and documentation reduce average claims cycle time from 45 days to 14–21 days.

Exception management should use an event-driven approach: automated alerts (SMS/email) to customers at milestones (pickup, departure, crossing point, 1st/2nd/3rd mile to delivery) and a manual escalation when an exception is active longer than 4 hours. For returns, set a cost-recovery schedule and restocking fees (typical restock 10–20% or minimum $25) and define prepaid vs. collect return authorizations in the contract.

Maintain a centralized knowledge base and a ticketing taxonomy to ensure consistent resolution codes for analytics. Typical taxonomy fields: shipment ID, carrier, mode, exception code, root cause, corrective action, financial impact. This data drives weekly RCA (root cause analysis) for repeat incidents and informs carrier performance scorecards.

Technology, integration and vendor stack

Integrate TMS, WMS, CRM and carrier APIs to eliminate manual status checks. Expect integration timelines of 4–12 weeks depending on API maturity and custom mapping. Budget examples: cloud TMS licenses $1,000–$7,500/month; middleware/API integration projects $5,000–$30,000 one-time depending on complexity. SLA for API uptime should be 99.95% with real-time webhooks for critical events.

• TMS (example): ShipReady TMS — core features: rate shopping, tendering, ETA visibility. Licensing: $1,500–$6,000/month. Integrations: EDI 204/210, REST APIs.
• Customer Portal: branded tracking and chat widget. Implementation: $3,000–$12,000; maintenance: $200–$800/month.
• Helpdesk/CRM: Zendesk/Freshdesk — omnichannel ticketing, CSAT surveys. Cost: $50–$150/user/month.
• Telemetry/IoT: GPS/temperature sensors for high-value freight. Per device cost: $25–$100 plus $5–$15/month connectivity.
• Analytics: BI dashboards (Power BI/Tableau). Setup: $4,000–$15,000; recurring licenses $20–$70/user/month.

Prioritize integrations that deliver ETA accuracy, proof-of-delivery ingestion, and automated claims creation. Set a roadmap that phases in automation: phase 1 (tracking and ticketing), phase 2 (proactive alerts and chatbots), phase 3 (predictive exceptions and autonomous carrier rerouting).

KPIs, measurement and continuous improvement

Track a concise KPI set weekly and monthly: CSAT (target ≥4.3/5), NPS (target ≥+30), First Response Time (target ≤15 minutes for critical), First Contact Resolution (FCR target 82–90%), average resolution time (target ≤24–72 hours), claims ratio (<0.5% of shipments), and OTD (target ≥98%). Use these metrics in QBRs and tie a portion of account manager compensation (10–20%) to SLA attainment and CSAT improvements.

Implement a closed-loop feedback process: monthly RCA, process-change tickets with owners and deadlines, and training refreshers every 90 days. A disciplined continuous improvement program typically reduces repeat exceptions by 20–40% within a year.

Customer communication templates and channels

Offer omnichannel access: phone, email, SMS, chat, and portal. Example frontline phone greeting: “Ready Logistics Support, this is Maria. How can I help with your shipment today? May I have your shipment ID and delivery postcode?” Keep scripts brief, gather key data (shipment ID, PO, customer account, delivery contact), and confirm next steps and ETA within the first two minutes.

Email and SMS templates should include direct links to the shipment detail page and a ticket ID. For escalation emails to executive sponsors, include a one-paragraph summary, timeline of events, root cause, remediation actions, and projected resolution time. This level of detail reduces repeat follow-ups and increases customer trust.

Sample contact and implementation details (examples)

Sample support center (example): Ready Logistics Customer Support Center, 123 Logistics Way, Suite 400, Chicago, IL 60601. Main phone: +1 (312) 555-0199. Emergency 24/7 line: +1 (855) 555-0199. Portal/KB: https://portal.readylogistics.example. These are templates; replace with live account-level contacts during onboarding.

Suggested commercial terms (example): onboarding fee $3,500, monthly platform & account management $750, per-shipment handling fee $8–$25 depending on mode and complexity, premium 24/7 support $1,500/month. Contract terms typically run 12–36 months with performance-based service credits for SLA shortfalls.