Customer Relations Management
We create value by combining personalized expert service with complete, on-time deliveries and an internationally sourced product array. Providing 24/7/365 service round the clock, Alliance is your “One Stop Source”. Alliance creates processes, policies and a culture designed to support customers in their endeavors and to provide them with a great experience as they are working towards their goals. As a customer-centric organization, we anticipate customers’ needs and satisfy them with solutions the customer might not have thought of, yet immediately value. We want our customers to enjoy the experience that we, and our entire customer centric organization provide, and it all starts with communication. As supply chain customers ourselves to our extensive supplier network, we recognize when we’re interacting with a company that really values us and services us properly to support our business. Accordingly, we align ourselves with high performance vendors that bring consistent value to our supply chain.
Who should I contact when I have an important matter?
(1) If the matter is an important Operational matter, contact the assigned Customer Relations Manager (CRM). These office based individuals are responsible for handling customer requirements from inception to completion, including quotes, orders, logistics coordination and post supply matters. CRM’s are your single point contact. At Alliance there are 4 Customer Relations Managers: Team Adriatic, Team Baltic, Team Bering and Team Coral, all reporting to the Director of Customer Relations.
(2) If the matter requires higher escalation please contact your Sales Account Executive.
These individuals are routinely out of the office, traveling on business and visiting clients, however ALWAYS available by cell or email. Account Execs are responsible for the structure of commercial agreements and intervening when necessary to assist with any issue, regardless of magnitude. Simply tell your advocate what you require, provide a timeline and they will accommodate.
(3) If the issue is vessel based, contact the Onboard Service Representative
These individuals board vessels and assure vessel requirements are met and that the crew is satisfied before sailing. We guarantee that an onboard service representative will be in attendance at all onshore major storings. Our customers tell us repeatedly that our Service Representatives are amongst the best service ambassadors in the industry – try us and you will see for yourself!
If these individuals do not solve the issue, or the matter is a critical matter that requires Management intervention, please feel free to contact either:
Bruce Margolin – Chief Commercial Officer
How does Alliance provide economic benefit and value?
It is critical to manage costs to assure profitability and we within Alliance understand this all too well. Our focus is on the value we create for our clients and the total cost of ownership, not the product cost alone. We spend the customer’s money exactly the way we would spend our own.
Doing business with Alliance is efficient and accurate, after all our goal is to make doing business with Alliance easy. Once you place an order, leave the balance to us. We will take care of our responsibilities and deliver a clean invoice freeing our customers so they can concentrate on more important matters, perhaps with higher economic impact. Doing business with Alliance assures the Customer receives their orders complete and also achieve cost control.
How does Alliance provide competitive pricing?
Some time ago we changed our mindset and company structure to distinguish between order fulfillment (transactional) & strategic purchasing. Thru Strategic purchasing there is great emphasis on global source development & supplier diversification, expanding geographic horizons and distributorship establishment. At Alliance new products are frequently added to stock after an extensive vendor and product review including comparative sampling. International manufacturers are visited routinely for site visits and quality oversight before order placement and often during loading operations. The more business we do, economies of scale are improved. Equally important is inventory management that includes requirement forecasting, cost negotiation, freight optimization and lead time management. When it’s all said and done, this is transparent to the end user and another skill we possess. We simply deliver product of good commercial quality with a satisfied value/price proposition, thus assuring competitive pricing. The substantial Alliance physical inventory facilitates this approach.