Getting it right the first time is a top priority and we take that very seriously. We record and monitor every order to track on-time and in-full status, with a concentrated focus on credits. We like to think of credits as “rework” – more paperwork, more job site interruptions, just unnecessary time and energy spent versus getting it right the first time.
With our teamwork and communication systems in place, have confidence that the product you ordered will arrive in full to your job when you expect it. From the moment your order is placed, you are able to track its status when logged into WebTrack. When a special order product arrives in our yard, you are immediately notified of its arrival through our Special Order Notification System that triggers an email sent to you. Upon receiving your product, our Logistics Manager will schedule the order to ship to your job site and you will receive an advanced shipment communication indicating the day, the time zone and what products will arrive. When our drivers are en route to the job site, they will call ahead to give you a heads up on their timing so you can prepare the job site and crew for the delivery.
We measure the capacity of our fleet, drivers and hours in the day to plan our delivery routes and leave with fully freighted trucks. Our logistics managers coordinate their location’s fleet and drivers to maximize efficiencies, best utilize our resources gain capacity to better serve our customers. With fewer deliveries and full trucks, we decrease job site interruptions, paper work, risk of error and injury, and our environmental footprint!
Formerly called “shippers,” our logistics managers are responsible for day-to-day activities in the yard (including equipment and inventory), scheduling of deliveries, coordinating schedules and overall yard/asset protection. Their role is to ensure safety and improve the company’s logistics performance as measured by efficiency, accuracy, OTIF and customer perception. This management team focuses on data analysis and ways to eliminate waste in our processes so we can better serve our customers.
We work hard to create dialogue on key topics, informing customers each step of the way. Builders are the core of what we do and why we exist. Whether through our online WebTrack system that gives you 24/7 account access to orders, invoices, statements, credits, pricing and quotes or through our notification tools designed to communicate with you throughout the order cycle, know that we are on your team and here to service you!
Our drivers play a critical role in our logistics success, customer service and communication. In an effort to best coordinate with the crew on the job site, our drivers call ahead before every delivery with a time estimate and a heads up for what is coming. This communication allows for better planning; and, less time wasted means more time building!
SPECIAL ORDER NOTIFICATION SYSTEM
Our special order notification system is designed to notify the customer the moment his/her special order arrives at the lumberyard. Whether by email or phone call, it’s your choice on how we communicate this information. No need to call to check on specific products and their estimated arrival dates – we’ll let you know as soon as the special order arrives!
ADVANCED SHIPPING NOTIFICATION SYSTEM
Our “Advanced shipment notification” system is designed to send an email communication to let customers know when an order is scheduled to be delivered to the job site. Our sellers work hard to get the appropriate contact name, cell phone and email address for the right person during the current phase of the job and our logistics managers promise to send these emails within 30 minutes of scheduling the delivery in our system.
JOINT BUSINESS PLANNING
The only thing we love more than the data we collect is having the opportunity to share it with customers! At the beginning of each year we meet with customers to say thank you, review the previous year metrics, ask about builder priorities and issues and discuss how to continue the successful partnership in the year ahead. Hancock Lumber is committed to its customers as a building materials supplier, but also as a business partner!