Customer Service is at the forefront of the NYK Logistics culture and is delivered in two components:

1. On the operational front through our “Operational Excellence” Project and
2. Through the Customer Service teams and their responsiveness to Customer queries

Both components receive extensive investment from NYK Logistics through ongoing training initiatives and technological solutions, ensuring the NYK Logistics staff are fully equipped to pre-empt and/or resolve any customer service issues.

• NYK Logistics has established National Customer Service Teams with points of presence in each State
• Dedicated 1st Response Teams to resolve operational service issues
• Focussed Customer Service agents to deal with Customer generated queries
• Integrated Customer Service system providing National access and resolution
• Query resolution tracking and escalation procedures to ensure completion and Customer feedback
• Performance measured to deliver superior Customer Response experiences and report back to Customers on service standard
• Internet based access allows Customers to access job enquiries - Query by Con Note, Date Range or Customer reference.
• Drill down into Consignment detail, detailing tracking status through to online POD image retrieval