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Canada - New Commercial Structure and Customer Service Contact Reminder

As a reminder to this CustomerNEWS dated November 13, 2020.

Providing efficient and smooth customer service with high responsiveness and fast issue resolution is at the top of our agenda. Our Strategy 2023 has set us on a clear path towards becoming number one for quality in the industry and this means placing a high priority on what matters most to us: You.
Since January 2020, we have launched four quality promises: Fast Booking Response, Correct Bill of Lading, Accurate Invoicing and Loaded as Booked. Effective from December 7 2020, we will take further steps to improve our service performance by:

  • Establishing specialized and dedicated team members just for your business. This aims to increase the quality of the answers you receive from us and we will be able to assist you with any inquiries you might have in a more efficient manner. We will be sending you a separate message with the details of your new contacts later, so stay tuned!
  • To ease the way you communicate with us, we will implement one mailbox [email protected] for all customer service related inquiries. This means that you will only have to go to one place for all your questions, simply send your inquiry to the central email address – and we will help you!
  • Upon your initial email to the central mailbox, you will receive a confirmation message that includes a Case Number and Quick Link to send us follow up messages or connect to our Customer Service Representative who is working on your case via phone call.
  • Re-activating our mainline number to reach our Contact Centre: 1-877-893-4421

Following the prompts and inputting your Case Number or Shipment Number, the call will be quickly routed to the corresponding agent or team. Using this one phone number for all will bring more transparency and accessibility for both you as a valued customer and for us to deliver on our Quality Promises.

Manual Shipping Instructions and requests for Bill of Lading draft amendments should continue to be sent to [email protected].
Import Delivery Order instructions for coordination of your door moves should continue to be sent to [email protected].
All other customer service email addresses and direct lines will be discontinued as of December 7, 2020.

We believe our Strategy 2023 will be a strong differentiator from our competitors, so we invite you on this voyage as we set the benchmark of the container shipping industry, raising the quality standard and thereby offering you unrivalled levels of reliability and quality service.
 

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