Our Service Model
Our high-touch engagement model, delivered and managed by Flexport’s dedicated team of experts, offers true reliability and a radically better customer experience.
Freight forwarders aren’t renowned for their customer service. Multiple representatives across each mode and multiple geographies. Endless games of telephone and email chains. Massive time and productivity lost. These are sadly the norms, typically resulting in dismal customer satisfaction scores. But with Flexport’s unique “Squad” model, you receive your own global team of operations, customs and data experts. Your Squad helps you manage your shipments every step of the way, and are on call 24/7/365 to help you navigate exceptions or answer questions, whenever you need.
Tracking shipping exceptions and updates via phone, email, and spreadsheets can take over your workday and result in unforeseen costs. With Flexport, you’ll have direct access to your Squad right through our platform at all times. Through integrated messaging and event tracking at the shipment level, your Squad can continually update you and your team, so there are no surprises.
With Flexport, you gain a driven, accountable partner committed to improving your business. From daily support to monthly and quarterly business reviews, we’re here to empower you with supply chain transparency, efficiency, and agility to grow your bottom line. It’s why 84% of surveyed clients consider their Flexport team to be an extension of their logistics team. (Source: 2018 TechValidate survey of 200 Flexport clients)
For everything from product and shipment data to transit times and exceptions, Flexport provides you with reliable data to identify the trends driving your business. In addition to on-demand reporting through the platform, your Squad tracks your supply chain over time, and offers insights and recommendations for optimizing the metrics that matter most.
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