Success Story: How DXP’s Exceptional Service in Lompoc Saved a Customer’s Operations
The hard work and exceptional customer service of the SCS team in Lompoc, CA, led by Site Manager Charlene “Charlie” Corn, have yielded positive results. Imerys, a mining company, relies on specialized parts for their equipment, and DXP is their go-to source for consumables and MRO spares. A critical chain was recently ordered for delivery by June 16, 2023, but an unforeseen delay pushed the estimated delivery to July 13, 2023.
Dedicated order specialist Jerome Bailey swiftly contacted the supplier to expedite the order. Recognizing the urgency, Charlie engaged with another contact at the manufacturer to stress the significance of timely delivery. Despite raw material delays affecting the production schedule, the customer’s needs were prioritized, as the given estimate was no longer acceptable due to plant downtime.
For Imerys, having the plant down meant slowing production for one of their major customers — so tensions were running high. Soon after, another failure occurred, making an already desperate situation worse. Charlie reached out to the manufacturer to let them know that the need for the chain had escalated to the point that the customer was willing to pay expedited fees, overtime pay, and airfreight to get the plant back online. Our customer was on edge and ready to fly to the manufacturing plant to see if they could add some pressure to get the chain made.
Charlie collaborated with Renold’s senior management team to explore solutions for Imerys. The following day brought positive developments: the last part, the attachment bars, had arrived at the manufacturing plant. The subsequent question was how swiftly we could facilitate production to assemble the chain for shipping. All parts were scheduled for welding that evening, expecting the chain to be ready for shipping on June 30, barring any unexpected obstacles.
As the ship date neared, two options emerged: dedicated truck or air freight. Opting for airfreight, the customer aimed to have the chain available for installation by July 1. The freight forwarder collaborated with manufacturing to prepare for an immediate shipment upon confirmation. However, a hitch emerged when the freight forwarder reported the unavailability of cargo planes to transport the 6,000 pounds of freight. While a dedicated team was the preferred solution, the extensive 51-hour drive time to reach the Lompoc site posed a challenge, projecting delivery for July 3. Through joint efforts, the chain arrived at the plant on July 2 at 8:10 PM.
Thanks to the exceptional customer service and dedicated efforts of the DXP SCS Lompoc team, our customer was spared significant production losses and the potential loss of business. Thank you to every member of our DXP team who contributed to safeguarding our customer’s time and financial resources. This success upholds DXPeople’s status as true Distribution Experts!