Sometimes it takes a crisis for a customer to fully recognize the excellent value and service that comes from working with Greif.
In the middle of December 2017, a global key account customer in the lubricant segment had an urgent request for tight head steel drums. The customer’s alternative supplier was experiencing quality issues, thus affecting their ability to fulfil orders. The request was for Greif to provide two times as many drums as they usually order, and to deliver as soon as possible to prevent the customer from having to shut down their line. Miki, the Key Account Manager based in Singapore, immediately respond to the call. She gathered a team from Operations, Supply Chain and Logistics to coordinate all functions to support this customer request.
Supply Chain ensured sufficient materials for immediate support and made adjustments to the planning and purchasing of raw materials. Operations immediately arranged for the materials and manpower resources and also made changes to the production schedule to support this request. Lastly, logistics arranged for additional support and trucks for the delivery. The added challenge to meet this request was the required flexibility in delivery time as the filling of drums is dependent on the customer’s internal production control affecting the requested delivery timing.
“From the efforts put in by everyone and the teamwork displayed to fulfil this urgent request, this is truly an example of us achieving our vision of becoming the best performing customer service company”, said Miki.
As a result of seeing the supply issue being resolved seamlessly, the customer was impressed with Greif’s excellent service and quick execution. Greif earned 100% of this customer’s industrial packaging business and is their sole supplier.