Wardle-based Boughey Distribution, lead operator in the UK’s ambient grocery distribution and storage sector, has appointed Bernard Murphy as Depot Operations Director, and Iain Lochrie as Customer Service Manager.

In the current climate, these appointments are significant, as Keith Forster, MD of Boughey explains: “This reorganisation signals commitment to the growth of the business. Boughey aim to provide the ultimate tailor made logistics package for clients, whatever their size, and the important investments we make in developing our staff and advancing our facilities, ensures we continue to deliver above and beyond our customers’ expectations.”

In the past year alone, Boughey has invested over £1 million in personnel development programmes, alongside staff facilities, driver training and recruitment. The new roles aim to enhance strategy toward customer servicing throughout the logistics business’ operation.

Bernard joins the team, having held senior positions at Princes Foods, Iceland, and S&A Foods, and consequently brings substantial experience of Boughey’s customers, their customers and their suppliers. On his new role, Bernard says: “I know first hand the difficulties to be faced in this business - and it’s all linked to the bottom line. Boughey recognises this and seeks to operate as much more than a haulage business. We need to offer 100% service level and give each customer what they need in order not to push any additional costs, or operational obstacles, along the chain. It’s all about pro-activity in every aspect, reading the market and anticipating and servicing immediately the expectations of the retailer – reactivity is not enough. ”

Keith Forster endorses this view: - “Retail strategy dictates how we develop. The move to de-stock is a case in point. Boughey benefits from a healthy customer spread - from large companies holding stock of up to 38,000 pallets, to smaller customers with just 20 pallets. Mutual benefits exist and everyone gains from the established consolidation expertise that Boughey offers.  All within the chain have their value and we must understand and focus on delivering excellence against their understandably varied demands. Bernard’s experience will shape a smarter customer interface and will be invaluable to the development of the Boughey business operations as a whole.”

Iain Lochrie’s new role as Customer Service Manager will encompass the administration, scheduling, quality control and returns functions – all of which have been amalgamated into a single department for more efficient, responsive customer servicing. Of the new approach, Iain says: - “Boughey has grown dramatically in the last 5 years and maintained good rapport with customers. But more can be done to monitor customer needs and build dialogue to sharpen the service we offer. The newly restructured department, with a Customer Service Advisor allocated to each customer, will guide customers through all aspects of the business, improve communications and ensure that satisfaction is a priority.”
One area of immediate change is with Boughey’s telephone priority system, ensuring all enquiries are handled efficiently. Additional training for Customer Service staff – involving immersion in all areas of the business, to broaden exposure to customer issues and expectations - aims to create a closer ‘team’ culture and promote more flexible, responsive customer servicing.

Forster concludes: “Boughey’s investment in people with industry foresight, new technologies and process improvements assists greatly in responding to the developing needs of customers and is key to success in our service offering. These new roles will help evolve the service to deliver against the rapidly-changing retail pressures and put more commitment toward working in tandem with our customers to provide a fully integrated logistics solution at all times.”