Elevating Customer Experience in Shipping

In this episode, Andrew welcomes three seasoned logistics leaders with a unique perspective, having all started on the brokerage world before transitioning to the shipper side: Nicole Schuman, transportation procurement manager at Reser’s Fine Foods; Marco Vargas-Avila, director of U.S. logistics at Dole Packaged Foods; and Andrew Dafnos, director of supply chain at KeHE Distributors.

Andrew and the panel cover:

• Balancing cost vs. service, the importance of understanding different provider models (asset vs. non-asset), and strategic bid cycle planning.
• How shippers evaluate potential partners, the critical role of transparency, and why understanding a shipper's specific network needs (not just offering a truck) is key.
• Direct feedback on what makes cold outreach successful, common pitfalls to avoid, and the power of demonstrating genuine understanding before pitching.
• Perspectives on how the logistics landscape is changing and preparing for future trends.