Customer service expansion supports growth at Pall-Ex Group


Pall-Ex Group is driving into 2022 with an expanded customer service team following a department restructure and a number of new appointments.

The team has expanded with the addition of four new hires and the merger of the Pall-Ex and Fortec Distribution Network customer service personnel.

Recently appointed Group Customer Service Manager, Rachel Coe, is taking the department up a gear at Pall-Ex Group’s central hub in Leicestershire to support on-going growth and staff development.

With over 20 years’ experience in customer service and HR, Rachel is helping to deliver Pall-Ex’s investments in its workforce, working to enhance knowledge, skills and progression opportunities.

Rachel comments: “Investing in staff development is a core belief at Pall-Ex Group and we’ve implemented cross-departmental training across operations and the whole pallet network to support the team with their own personal development, from problem solving to leadership skills.

“We are also committed to providing quick and efficient resolutions to customer issues via innovation and collaboration, and our training programme will enable us to continue developing solutions.

“Our aims for the next 12 months are to work with customers to make their processes more efficient and with our network members to share customer feedback in order to improve the Pall-Ex and Fortec services.”

To ensure first-class customer service for its corporate clients, which include large ecommerce retailers, Pall-Ex also provides customer service implants who are permanently based at client sites.

Pall-Ex Group’s multi-million investment in a new transport management system Nexus and tracking technology MyNexus, has improved the customer experience and changed the role of the team.

Rachel comments: “We want our customers to get the most out of the technology we’ve built, so we’re training our customers to use MyNexus to the best of its ability and we find this collaborative approach is valuable for our large corporate clients.

“Our role is now much more focused on delivering training and problem-solving; residential pallet deliveries continue to increase, which also increases the need for customer support.

“Most consumers are unfamiliar with this method of delivery and there might be restricted access so we have to be more proactive with solving issues before they occur.”

Kevin Buchanan, Group CEO, comments: “Providing first-class customer service is always top of the agenda at Pall-Ex and we are committed to improving that experience for every customer.

“There has been significant growth in residential pallet deliveries in the last couple of years, so it is vital we adapt and develop to meet these changing needs.

“As a pallet network, we believe that working together is the key to success and it is this collaborative approach across the business that helps us to put our customers first.”

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Pall-Ex Group is an award-winning network of hauliers comprising two leading UK pallet networks (Fortec Distribution Network and Pall-Ex (UK) Ltd) plus four subsidiary depots. Pall-Ex is a renowned name in logistics, delivering an efficient and reliable service backed by innovative technology and a first-class network of established shareholder SMEs. With its headquarters and central UK hub located in the Midlands, Pall-Ex is the beating heart of the logistics industry, transporting more than 35,000 pallets across the globe every day with support from its carefully selected international logistics partners.