Scaling Without Slipping: How One Global Delivery Leader Rebuilt Customer Support
Context
Logistics never stops. Neither can customer service.
For a fast-moving international 3PL, partnering with over 10,000 carriers and backed by a major U.S. LTL network, the demand for customer support surged beyond what internal teams could handle. Teams faced burnout. Customers felt the delay. Operations needed immediate reinforcement. But headcount alone wouldn't solve the challenge. Precision mattered.
The Shift? Structure Over Speed.
Leadership activated a workforce strategy rooted in long-term scale, not short-term fixes. That meant:
- Role-specific recruiting
- KPI-driven onboarding
- Custom training documents
- Retention programs built to last
Lean Solutions Group implemented a phased rollout, adding roles in Tracking, Pricing, Customer Care, Returns, and Truck Control. Within months, performance stabilized, and within a few years, capacity doubled.
This case study breaks down:
- The five-step model behind rapid team activation
- How Colombia became a hub, not a backup
- Why quality improved even as demand grew