Vol. 23, Issue 2 Issue 23, Vol. December 2015 for professionals cargo magazine resource The WINGS potential customersof both companies whonow practices. sales and culture foreign tips about tives sharing representa Lynden and Hermes with way under are meetings sales cross-company and Mexico) and U.S. (Canada, America North and Germany develop customer groupsandnewroutesin ing potential about set already have They market. logistics stronger contendersintheinternational trans- their strengthen atlantic cooperation, Lynden and Hermes are to each September in ment agree exclusive cooperative, a signing By year. to teamupthis decided these twopowerhouses and customerbase. and equallyimpressiveinbreadth,IT capabilities companies, of family Lynden larger the to nected freight forwarder, isaglobal den International con and more than 12,500 employees worldwide. Lyn German Post – withapresencein22countries provider basedinGermany–secondonlytothe companies. den International would be the first pick of German would be the first pick of U.S. companies and Lyn I Lynden-Hermes agreement adds new European capabilities But the real winners here are customers and customers are here winners real the But of then,thattheleaders How serendipitous, supply chain The HermesGroupisaleading team, Hermes or basketball TransportGroup captain picksthebestplayersforasoftball a team like players choose could f companies BEYOND BORDERS ------

wants to do more business in North America. We North America. in business more do to wants distributor for goods coming from the Far East and to be known as more thanjust a Germanretail wants Hermes Germany. in business more do to set up a winning strategy,” he says. “Lynden wants both have “We excellence.” of moment “unique a Center, referredtoasLynden InternationalBE. Service Brussels Lynden’s manages who Luyten forViceopportunities European PresidentMarco new up opening already is Lynden mid-size with home delivery throughout the region. Hermes’ link and fulfillment services, chain supply retail in ties Germany, Hermes’ of presents Lynden with enhanced capabili FedEx the as known and Europe gether onbothsidesofthe Atlantic.” to business infrastructure, andwecandevelop its own of building the burden without in Europe Lyndenpartnership, knowledge our to access has this “Through explains. he only,”Lynden with ica is Europe’s strongest economy – and North Amer will developbusinessbetweenGermany– which “Hermes markets. home respective their in ners part both for exclusivity on based is agreement aging Director of Sea & Air Freight in Hamburg, the receive moreservicesinlocations. utn al te emsLne agreement Hermes-Lynden the calls Luyten As one of the top 20logisticscompanies in Man Hermes Schiller, Stephan to According Continued onpage3 - - - - - www.laf.lynden.com

Executive can think of no better way to end my 35 years focuses on our customers and continually pro- at Lynden than celebrating the news that vides service that is “best in class.” Over that time Perspective Lynden International was named the Top For- we’ve developed unmatched service capabilities Iwarder in the 2015 Quest for Quality Awards. This to offshore markets of , Hawaii and Puerto is an outstanding achievement and a credit to all Rico and for Lower 48 clients with unique ser- of our dedicated employees who take customer vice requirements. Our international capabilities service a step beyond every day. I am retiring on continue to grow through an expanding network this high note and leaving the company in the very of company owned Service Centers in Canada, capable hands of John Kaloper. Just as I followed Mexico, Belgium, Russia, and key strategic part- the course set by my predecessor Dennis Patrick, ners in China, Brazil, Scandinavia, Germany and I know John will guide Lynden International to con- the United Kingdom. tinued long-term success and profitability. My Lynden years have been challenging, John has been part of the Lynden team for exciting and always fulfilling. For that I have my over 30 years. He began his career as an account colleagues and customers to John Kaloper executive in 1984 and he has taken on ever-in- thank. I am proud of all that we creasing responsibility up to his most recent role achieved together, and I am as Vice President of Lynden International’s Ameri- confident that Lynden will con- ca Division. Like John, I worked my way up at what tinue to provide leadership in was then called Lynden Air Freight. I was hired as our industry and outstanding assistant controller in 1980 and later served as service to customers for many vice president and Chief Financial Officer (CFO) years to come. while developing international project business. For the past seven years, I have been fortu- David Richardson nate to be at the helm of an organization that truly President

LYNDEN AT THE TOP IN QUEST FOR QUALITY AWARDS

ynden International and sister company Lynden International President David Richardson. Lynden Transport received the ultimate “I am proud of our employees and the quality ser- vote of confidence from customers by vice we provide to customers day after day, year Lbeing named the best of the best in the 2015 after year.” Quest for Quality awards. Lynden International Each year, Logistics Management magazine was ranked No. 1 overall among 23 air freight for- asks thousands of transportation and logistics cus- warders and highest in the value and equipment & tomers to evaluate service providers in the follow- operations categories. ing categories: on-time performance, equipment Lynden Transport earned the top spot for the & operations, value, information technology and third consecutive year in the Less-Than-Truckload customer service. To be a “winner,” a company (LTL) regional category and received the highest had to receive at least five percent of the category rankings in the customer service, information tech- vote. The results provide customers with a defini- nology and equipment & operations categories. tive ranking of companies by category and those “The Quest for Quality Awards give us a real that finished above average. sense of how our customers perceive us. It is an Since its creation in 1985, the Quest for Quality award based strictly on service quality and is the Awards program is widely recognized as the trans- only survey of its kind in the market. This makes portation industry’s most important measure of cus- our No. 1 ranking even more meaningful,” says tomer satisfaction and performance excellence.

WINGS 2 Continued from page 1 can be on each other’s teams, if you will, and become players in both coun- tries. We both have the people, equip- ment and contacts to grow business with common targets. Hermes is very eager to sell and we are eager to return the favor.” Germany remains the biggest ex- porter to the U.S. and the third largest in the world. Vehicles, machinery, chemi- cals, electronics, pharmaceutical – it all needs to move and Lynden and Hermes hope to capture a large portion of this export business. Developing strategic partnerships in countries around the world like In- dia and Brazil has worked very well for Lynden. It is part of the global busi- ness strategy to create a premier solutions-based security packaging that is removed before delivery experience for the customer. “We hand pick part- to the Nike destination. Germany ners we can count on for service excellence,” The Brussels team began another project this Luyten explains, “which is not always the case winter for Hawaiian Airlines. The airline is refur- remains for large network forwarders. Customers may be bishing 23 planes in its fleet with seats manufac- forced to work within a carrier’s network in differ- tured in Italy. The forwarder it was working with hit the biggest ent locations, often a local office with no onsite a logjam with the first shipment. After eight weeks control. We offer an alternative – the local hero with no movement, the airline called on Lynden’s who does the best job in the market. Hermes is Honolulu and Brussels team. Lynden stepped in exporter to now one of those heroes, and a part of that win- with one of its famous ‘out-of-the-box’ solutions, ning strategy.” cleared the shipment, identified cost savings in the U.S. and In just a few years, Luyten and his team have taxes and duties for the airline and was rewarded managed to grow the Lynden brand in Belgium, with the entire project through completion in 2017. the third attracting companies like Baxter (Baxalta), Nike “In Europe, it’s all about proving yourself,” and Hawaiian Airlines. Working out of an office Luyten says. “Gradually we are making a name for largest in in Brucargo Airport, Luyten enjoys demonstrat- ourselves with a new solutions-based way of ap- ing Lynden’s brand of customer service, so well- proaching business. With Hermes on the team, the the world. known in the U.S., to European customers. “We process will move faster and be bigger and better consider our office the action center, not only for than we could ever imagine.” Belgium, but for the rest of Europe,” he says. In cooperation with partner EFL, Lynden moves and handles air shipments of Nike mer- chandise from four international freight origins (Vietnam, Indonesia, Bangladesh and Sri Lan- ka) to the European continent where boxes are scanned, counted and palletized. Nike Belgium is the second largest global distribution center for the company. The merchandise requires strict Stephan Schiller, Marco Luyten, handling procedures. As sample merchandise for Hermes Managing Director Lynden Vice President the coming season, it is kept under wraps with Sea & Air Freight in Brussels 3 Collaborate. Communicate. Connect. WINGS www.laf.lynden.com 4 save timeand money. and better service provide departments, billing and processes, shrink customerservice mate manual to auto companies allowing systems andpeople, for ‘talking’ the does Network™ Logistics Global and software Descartes’ partners. trading and ers with custom to connectbusinesses ing technology and us has madeanameforitselfbydesigning that company Ontario-based Waterloo, a Group, with abarcodelabel,nopaperwork. pass action and,byusinganelectronicboarding and confirmed via data exchange. No human inter tle and currenttransportationwasallpre-arranged his departing flight from San Diego, arrival in Seat A AND TECHNOLOGYAND agtr ok fr ecre Systems Descartes for works Sangster meeting 30 minutes away,30 minutes meeting that heis aware take himtoa and boardsashuttlethatwill s Scott Sangster arrives at Sea-Tac airport UNITING PEOPLEUNITING DESCARTES: - - - - - applications to make the data more valuable to to makethedatamorevaluable applications started asadata networkbusinessthenadded Descartes 1981, industry.In transportation the in ered inacompletelynewway ofdoingbusiness ush it “but notes, Sangster messaging,” tronic rekeying. data and flow electroni paper eliminating completely cally, documents exchange to companies 1970s, early the since around been has which EDI, tion.” interven for human without theneed to another the transferofdatafromonecomputersystem allowed (EDI) Interchange Data Electronic fore be even true, been always has “This Descartes. at President Vice Sangster, says goods,” of flow is asimportantthephysical tween companies EI s omnlc nw n cle elec called and now commonplace is “EDI be data share and move to ability “The started the revolution by allowing multiple allowing by revolution the started ------customers.” In simple terms, the company is a translator of computer languages. Global Logis- tics Network (GLN) is a conduit of sorts, bringing various trading partners together and enabling them to share relevant documents and data elec- tronically. “You pick the protocol and message structure and we manage the communications between your business and another company or entity,” Sangster explains. “Our applications then provide capabilities for managing shipments – from planning, to booking transportation, to fi- nancial settlement and visibility – all the status milestones. You can use us to communicate with your customers and supply chain partners, from order to billing and everything in between, includ- ing shipment monitoring and regulatory filings.” evaluating transportation choices and easily ex- Although technology has reduced the need change information with their service providers. “…the for phone calls and other human interaction, Another widely used Descartes offering is Sangster asserts that the software advances now route planning and mobile software. It gives cus- company is available have actually improved the relationships tomers running their own trucking fleets the ability between companies. “Whether a service compa- to reduce costs and improve customer service by a translator ny, manufacturer or distributor, the technology you increasing route and dispatcher efficiency. It con- use will influence the way you do business. Our siders different business rules, asset parameters, solutions allow businesses to move from vendor- driver capabilities and geographic data to create of computer customer relationships to partnership-in-trade re- optimal routes across a variety of environments. lationships with vastly improved communication.” Todd Strickler, Logistics Manager for agri- languages.” Automating the flow of crucial information, foods recycling firm Sanimax, says the company’s such as customs and shipment forms, has simpli- use of Descartes’ Transportation Manager and fied coordination between multiple parties in the Route Planner software has helped simplify rout- transportation network and reduced shipment er- ing for the truck fleet, reduced miles driven and rors, such as misfiled or late paperwork that can streamlined global employee training. “All users cause delays in international shipments. can access the same software at all locations at Lynden International is one of many global any time,” he explains. “We’re on the same page companies using Descartes’ EDI services and oth- with staff training and scheduling, consolidating er software to improve productivity, performance loads and booking outbound transportation.” and security. It joins more than 200,000 connected Imagining creative uses for existing data and parties using Descartes’ Global Logistics Network making it easily accessible is how Descartes has and cloud-based services to complete tasks as grown into a global company with over 10,000 part of the world’s largest, collaborative multimod- customers in 160 countries. In the 34 years since al logistics community. it opened its doors in Waterloo, technology has Among the many services offered, Transpor- grown and evolved along with customer needs. Scott Sangster, tation Manager is one of Descartes’ most popu- Descartes will be asking customers to share feed- Vice President at Descartes lar. “There is a growing demand for collaboration back when it hosts the Evolution 2016: Global between companies up and down supply chains User & Partner Conference this April in West Palm as distribution channels become more complex,” Beach, FL. “This yearly event gives us a chance explains Chris Jones, Descartes Executive Vice to see how well our services are working for cus- President of Marketing. Transportation Manager tomers,” Sangster says. “It’s a great opportunity allows logistics managers, shippers and third par- to practice what we like to call the three C’s – ties to balance customer service and costs by connect, communicate and collaborate.” 5 WINGS www.probiztips.com visit information, For more advertising. and strategy marketing on internet businesses ProBizTips advises newsletter. She of editor and publisher the and president of HNB Resources Diane Hughes is the founder and information. of chain a creates media Social www.laf.lynden.com 6

THE BENEFITS OF SOCIAL MARKETING SOCIAL OF BENEFITS THE W target audience. vices tobettersuittheneeds andwantsoftheir ser and products toprovide use theseinsights should businesses And sites. network social on dislikes, preferences, comments and suggestions and likes their state Customers needs. their to ter you knowyourcustomerswell,canbetterca When customers. about insight and knowledge Target Audience about Insight Greater through theuseofsocialmarketing. withcustomers cause connecting becomeseasier be happens This process. the potential during customers of attention the grab also They base. enjoy highlevelsof loyalty from their customer their targetaudience with platforms toengage dia Loyalty Brand Enhanced your websiteandproductsbywayoflinks. ties of discovery andvisibilitythat can leadbackto opportuni creating wide, farand that getsspread formation displayedintheirnewsfeed. in upon after stumbling business your brandand voice. Aor TwitterFacebook about learn can user and content brand’s a showcasing by awareness and recognition brand that increase channels Visibilityand Awareness Brand Increased social marketing: opment oftheirbusinessoperations. devel and success the enhance to and exposure to gain media social parts oftheworldareusing The keytosuccesswitheverybusinessis me social use that brands and Businesses information of chain a creates media Social communication are sites networking Social of benefits many the of few a are Following ouaiy Bsnse fo different from Businesses popularity. marketing isgainingmoreand ith eachpassingday, social media

------media presenceis a major factor in determining the only method of ensuring website traffic. Social with constantlychangingrequirementsthis is not method of capturing traffic via search engines, but Websiteand Traffic Rankings Engine Improved Search customers. into differentmore marketsegments,reaching tap to easier also is It cheaper. relatively is sites on socialmediaweb home media,advertising out-of- and print media television, through tising of Marketing Costs Decreased strong brandpresence. and stay a ahead of your competition bybuilding target youraudience ing, youcansuccessfully market social With to. cater you base customer ness nomatterwhatindustryyouoperateinorthe company. and worthofa goodwill and leadsto enhanced to customersthatthecompanycaresaboutthem relate responses Prompt services. and products can thankthem and alsorecommendadditional instantly.almost addressed and answered be You can sites networking social other and Facebook care providedbythebusinessorganization. and of customer service to themthelevel convey Interaction withcustomersisagreatopportunityto globe. the over all people connects it as core its Experiences Customer Enhanced generation ofwebsitetraffic. media isasimportantkeywordrankingsforthe social on presence brand’s a Therefore, thiness. trustwor and credibility brand’s a of strength the Search Engine Optimization (SEO) is the best adver of costs excessive the to opposed As Social marketing is beneficial for your busi your for beneficial is marketing Social on and queries Customer complaints Twitter, at channel communication a is media Social - - - - -

Inside Information News briefs from around the Lynden International system

Lynden’s John Schank delivers Manager Kirk Schweikart. Lynden Inter- U.S. Capitol national called on its sister companies Delivery of the U.S. Lynden Transport for assistance with Capitol the pickup in Tacoma and drop for the was entrusted to Lynden Friday flight, and Brown Line for the Sat- this year and it called urday morning drop for the second flight upon its most seasoned (right). The final deadline was met and veteran driver to transport the Coast Guard was very pleased with the tree from Alaska’s the service, according to Schweikart. to , D.C. – the longest journey ever Lynden acquires Haas Industries for a Capitol Christmas tree. Lynden Transport Lynden International purchased the assets Driver John Schank delivered the 74-foot Spruce of freight forwarder Haas Industries to enhance to Washington just before Thanksgiving and the its network and services throughout the Lower Dec. 2 annual tree lighting ceremony. After the tree 48 and Canada. The acquisition strengthens was cut in October, Schank drove it to Anchorage Lynden’s capabilities for home delivery, trade where it boarded a ship for the ride to Seattle. From show and specialized “white glove” delivery ser- Seattle, Schank drove the tree cross country, stop- vices. Haas is known for providing value added ping for community celebrations along the way, services for the medical and trade show indus- until he reached his destination. “I never thought tries. It now operates as Lynden International I would have an opportunity to drive such an in- and has transitioned its business to Lynden’s credible icon across the country,” Schank says. “It 16,000-foot facility in Hayward, CA. was an honor. Being involved with this project was the greatest I could ever receive.” In 2014, Schank was named Alaska’s Truck Driver of The Inside Scoop the Year for 37 years of accident-free driving over What customers are saying the treacherous Dalton Highway linking Fairbanks to Prudhoe Bay, AK. He has logged 5 million miles about Lynden International on the highway – more than any other driver in history. Lynden was a major sponsor of the Capitol Christmas Tree tour. “We are very

Coast Guard calls on Lynden team demanding. That’s why Earlier this year, Lynden International moved two charters out of Seattle for the U.S. Coast Guard we stick with Lynden.” in Kodiak, AK. “A shipment of 42,000 pounds of Shannon Knierim hydraulic fluid was deemed mission critical for Regional Sales Manager the vessel Waesche; it could not depart port GE Heat Exchangers until it was resupplied,” says District Operations Houston, TX 7 PRSRT STD U.S. POSTAGE Worldwide Headquarters PAID P.O. Box 84167 SEATTLE, WA Seattle, WA 98124 USA Permit No. 6781

RETURN SERVICE REQUESTED

Lynden MOVES AS SMOOTH AS GLASS in the Spotlight

ver the past two years, Lynden has used in the windshield lamination process. helped Fuyao Glass America, Inc. estab- Lynden Account Executive David Macey and lish a new glass factory in Dayton, OH Ocean Operations Manager Dave McGeath coor- Oand a U.S. presence. Lynden’s performance and dinated the shipments for the new project and the customer service won the loyalty of the Fuyao new customer which included driving from Chicago shipping department which announced this year to Dayton to hand deliver a quote to a Fuyao man- that Lynden would be the exclusive forwarder and ager at the plant site during the bidding process. Editor,

customs broker for the Chinese company. “To date, we have moved eight oversized au- Fuyao Glass is one of the largest automo- toclaves and roughly 500 ocean containers with WINGS tive and industrial glass manufacturers in the more scheduled in the months ahead. We also world. Lynden’s first project for the company was have secured new customers based on recom- coordinating the move of 60 containers from China mendations from Fuyao,” Macey explains. “Along to for construction of the company’s first U.S. with the success of the China imports, we are being plant. This fall, Lynden moved 33 ocean contain- offered new opportunities to move Fuyao’s finished ers and three oversized break-bulk pieces (above). products to Mexico, Russia, Canada and Europe.” The new Dayton plant opened in October and is published biannually by Lynden International. The autoclaves – measuring 50 feet long by 12 WINGS feet high at a weight of 95,000 pounds each – are is producing auto glass for Honda and Hyundai.

WINGS All rights reserved. Produced Beaumont by Tami Consulting. Correspondence should be directed to Lynden Seattle, International, 98124. Box WA 84167, P.O. Telephone (206) 777-5300. Email: [email protected] www.lynden.com/lint Website: