Creación del Departamento de Servicio al Cliente en Internacional Logística

Abstract

This paper deals with the design process of Internacional Logistica’s Customer Service department, a freight company which is under an expansion process. The companies’ CEO developed a growth plan based on the relationship between the Operations, Commercial and Customer Service departments, with the purpose of warranting long terms relationships with clients and to star on focusing in all of their clients, not just two of them. The first part of the paper is an introduction which describes the main problem, objectives, a companies´ history and the state of the business relationship. The second part is about the theoretical foundation about customer´s service true meaning, latest trends, and strategies. The research process took about two months and priority was given to building strong and long term relationships, between strategic allies rather than buyer-supplier. Some of the topics were servuction, customer service culture, Belbin profiles among others. In the third part can be found the methods used to create the department are presented, based on the tools presented in the second part. Interviews were the principal tool used to find what the main needs to cover were. Within the annexes are the surveys made to the personnel, as well as the minutes of the meetings where several solutions were proposed. With the third part results, based on the second part theory research and fulling all the ISO 9001 requirements, the structure of the department was designed. In the fourth part are the characterization, the designed processes, indicators and formats made. And also, some of the first results are included. Finally there is a conclusion about the importance of the Customer Service are and some final suggestions to the company.