Century Logistics act as the fulfilment and customer services arm for the world’s biggest nursery products company. Century started handling its UK operation five years ago and since then the client has outsourced to Century their complete fulfilment service including transferring all customer service contact across.

Century Logistics has managed the warehousing and distribution work for the past five years. During this time the Century team running the operation has grown from four to over forty staff and the warehousing area for baby products has expanded from 35,000sq ft to 110,000 sq ft.

As the working relationship between the two companies has grown Century Logistics has taken on additional responsibilities providing a customer call centre and dedicated workshop to manage all customer’s returns, repairs and spare parts.

Operating an open book policy system controls costs and helps each party to manage their budgets.

Warehousing

Prams. Pushchairs, car seat, baths, toys and a whole host of other baby products occupy 110,000 sq ft of Century’s warehouse space.

The warehouse uses the same computer system as the client. Orders are input and the shared computer system confirms if the product is in stock. The order is then picked up by the Century team and processed very quickly.

An Experience and dedicated Century team headed by an Operations Manager ensure a seamless process from receiving the customer order to delivery. Century Logistics deal with individual orders as well as bulk requirements of major customers such as Mothercare, Boots and John Lewis.

Repairs workshop
Unfortunately on occasions baby items can be faulty. When it does happen the Century repairs team picks up the problem and deals with it promptly.

The Century workshop is fully equipped with spares parts and all the necessary equipment to turn around repairs in the shortest possible time.

Customers return their faulty item either through the retail outlet where they purchased it or direct to Century. The item is repaired, with a guarantee placed on the remedial work, and sent out again as quickly as possible.

The service allows the client to control all their after sales service through one supplier with the assurance their customers receive a very satisfactory service. This has been confirmed through on going customer feedback ratings for after sales service.

Customer Service Centre
Century Logistics opened a customer services call centre in Thetford two years ago to compliment the existing warehousing operation, allowing the client to transfer their existing call centre operation from London. A close working relationship was paramount to ensure that the transfer was seamless in the eyes of retailers and the general public. Within months the feedback received from customers was of an improved and efficient service. This has continued and has now made the clients customer satisfaction rating one of the best in their marketplace.

Whether it is order processing, general customer questions, returns information or faulty goods enquiries the Century team work in a professional manner to deal with its clients customers, so much so that the purchaser will never know a third party is involved.