Stephen Finch Email & Phone Number

Scotland, United Kingdom

We Re-Think Logistics was founded in November 2021 as a consulting business and in March 2022 we took the decision to take a change in direction and become storage / distribution / consulting / fulfilment. Rebranding to WRT Logistics, we offer and end-to-end logistics business that is local enough and small enough to understand the requirements, challenges and to care but also with enough contacts and partnerships to offer a worldwide service. Founded WRT Logistics & Tailored Delivery Solutions to support retailers & logistics companies with the distribution of stock/ products. We enable companies reach their desired logistics model through our approach and methodology. Our aim is to support, teach and share our experience via our consulting services.

United Kingdom

The aim in creating Tailored Delivery Solutions was simple. It was all about the customer. What does a business want and how can we best help them to do so. At Tailored Delivery Solutions, it is not about what we want. It is about using the experience and contacts available to help a customer achieve what they may not be able to achieve - you don't know what you don't know after all. It is more than carrier selection and cheap rates. It is about customer experience, operational efficiency, operational effectiveness, teamwork, co-operation, partnership, visibility, transparency and openness. A successful business will have every key stakeholder bought in - this will show in your end customer experience.We won't say "we can get you cheap rates" - a race to the bottom works for nobody.Tailored Delivery Solutions will simply say "we can bring your vision to reality". We will provide a solution to you that touches all of your business needs and will be an all round solution. New areas of business coming soon....

United Kingdom

Head of UK OperationsI was working for Caribou as Head of UK Operations on a short term contract. I was asked to move to Caribou to help oversee the parcel operations and then close the parcel side of the business and help work a plan to move into a different sector of logistics. My role has been to oversee 15 depots, the closure plan and reduction down to 8 and then 3 depots until the business has made a profitable plan to expand. My role has been to evaluate the depots, staff and processes and look at where the business had gone wrong, was losing revenue and make a plan to recover what it could.An entire overhaul is needed and currently the business is in the process of planning the processes, guides, policies and options available to build back into the logistics sector. Key areas have been the management of suppliers and contractors to ensure all time critical tasks are completed. Managing the project, building compliance, building detail of new processes and policies, checking the progress and content of all works on a weekly basis during scheduled updates, building “what good looks like” reporting frameworks for senior management and keeping the remaining team involved in all aspects of the re-building process. Managing the relationships with suppliers has been a huge challenge as the business was failing, the expectations were not being met, the SLA were not achieved and the agreements with customers breached. Relationship management has been a critical area and as the parcel business was wound down supporting a transition was key.

Livingston, Scotland, United Kingdom

A fast-paced role looking after the logistics related activity for the group. Working in conjunction with key stakeholders from across the business to ensure smooth change and adapting to market/ external influences. Responsibility for logistics change management and successful transition from Pre-Brexit distribution from 1 warehouse to Post-Brexit shipping from 2 with the addition of an EU distribution centre. Some of key areas of responsibility are as follows:• Manage day to day carrier performance, monitoring and building upon a KPIs and SLAs across a worldwide operation• Import / Export of all stock• Peak planning • Improving processes & supporting with global expansion whilst reviewing carrier proposition and cost• Review trends & challenges • Identify & undertake opportunities for change and improvement for short & long term cost benefits• Pre / Post Brexit planning• Post Brexit responsibility for splitting destinations between warehouses• Identify and undertake opportunities for service improvements within the delivery service offering• Oversee carrier tenders and strategic direction• Create and share carrier performance reports with senior management• Manage the carrier budget, identify room for savings and improvements• Liaise with relevant stakeholders on all delivery, operational and customer touchpoints across all websites• Creating and reviewing RFI/ RFQ processes• Carrier KPI, End-to-End Delivery performance, and service level reporting• Future proofing project of entire logistics agreements and processes• Sourcing, assessment and on-boarding of new carriers• Track distribution costs to support cost management• Hosting weekly, monthly and quarterly business reviews with strategic partners• Managing unforeseen circumstances and special events that can affect delivery times/customer expectation• Contingency planning• Forward planning on expansion areas of the business and logistics consequences

Glasgow, Glasgow City, United Kingdom

An expansive role that finds me based within the Head Office Support Centre, operating independently of our Distribution Centre, whilst working hand-in-hand with the DC management to ensure all orders are being processed, despatched and managed. This role involves me liaising with the admin teams and the Customer Care Manager to provide key updates and ensure all relevant tasks are actioned. Keys skills include: • Control and Management of a multi-million-pound budget • Managing the e-commerce operation behind 1.5 million outbound orders per year • Liaise with Digital Development Manager on all delivery, operational and customer touchpoints across all websites • Creating and reviewing RFI/ RFQ processes • Carrier KPI, End-to-End Delivery performance, and service level reporting• Order forecasting and breakdown of lanes, partners and carriers • Future proofing project of entire logistics agreements and processes • Development of strategy to use stores for returns and improve experience • Sourcing of packaging materials to include cost and environmental challenges• Ownership of layout and content on despatch notes• Sourcing, assessment and on-boarding of new carriers • Track distribution costs to support cost management • Hosting weekly, monthly and quarterly business reviews with strategic partners • Managing unforeseen circumstances and special events that can affect delivery times/customer expectation

Glasgow, United Kingdom

Managing several complaints teams including specialists complaints and Executive complaints.Specialist in process development and improving customer experience.Specialist in TFO/ADR process and liaising with numerous parties to reach amicable and suitable conclusions.Relationship management of internal and external stakeholders.SLA management and monitoring. Regularly review communication styles and methods to ensure all are customer friendly to improve customer feedback.

Glasgow, United Kingdom

Managing customer support team, managing vital support functions.Streamline processes to improve customer cycle.Ensure swift resolution to all payment queries.Ensure all revenue protection guidelines and processes are followed at all times.Capacity analysis.

Glasgow, United Kingdom

Contracting Team Manager tasked with re-training and recruitment of customer service team. Short term role to rebuild a struggling and under-performing team. Handling SLA of multiple concurrent telephone lines to include Engineers calling, customer queries and emergency calls. Device training plans.Review processes and training materials.

Glasgow, United Kingdom

Contracting Customer Services Team Manager working contracts for John Lewis and NS&I managing teams of 20+ to ensure all compliance and KPIs met.Review of quality matrix with regular calibration sessions. Appointed key stakeholders within the team to ensure all sessions fed back to specific quality team and trends spotted and analysed. All regulatory & compliance based processes regularly monitored to ensure business strategy met.

Glasgow, United Kingdom

Tele-sales role contacting SME market introducing the products and benefits to the decision makers. Appointment making, online tutorials and selling of website and Google Ad words

Glasgow, United Kingdom

Starting out as a collections agent and following the TCF guidelines to ensure that a resolution is met that suits both the client and the consumer.Completing detailed I&E to ensure accurate information taken and optimum collections made.Team leader roles to include dialler management and stringent SLA and abandon rates. Daily and weekly report to the client and ensure all energy complaint regulations followed.Reviews of calls and missed opportunities to find improvement in quality scoring.