New Age Transportation Distribution & Warehousing Inc.

Company Name: New Age Transportation Distribution & Warehousing Inc.

Industry:  Third Party Logistics Provider

Number of Employees: 48

Contact Name and Information:
Carolyn Gable, President and CEO
1881 Rose Road
Lake Zurich, IL 60047
847-545-1894 x129
Fax: 847-290-8640
carolyng@newagetransportation.com

As a businesswoman, Carolyn Gable is no stranger to the importance of providing excellent customer service.  Working full time as a waitress while raising seven children, she was dependent on the tips she made from her restaurant job. Building on her early background as a waitress and then later experiences as a customer service representative with a trucking company, Gable branched out on her own in 1986 as an independent contractor in the shipping industry. Three years later, in 1989, she incorporated New Age Transportation Distribution & Warehousing Inc.

New Age Transportation is a successful third party logistics (3PL) business that coordinates transportation options — ground, sea, and air — for a range of companies having a variety of cargo loads. The ultimate goal is to move freight in the most efficient and cost effective manner as possible while ensuring the maximum customer service. 

The 3PL industry is fiercely competitive and companies must continually entice new customers with good prices and secure repeat business from regular customers. Carolyn Gable has managed to do both. In the past five years, New Age Transportation has experienced 20% growth with very low employee turnover. Gable credits the low turnover to supportive managers, innovative retention strategies, and an overarching philosophy of respect, dignity, and personal responsibility that permeates the corporate culture.


The Challenge

According to the findings of a 2002 survey of 3PL industry CEOs conducted by the College of Business Administration, Northeastern University, the industry faces a number of challenges. The most significant concerns of surveyed CEOs are balancing downward pricing pressures given the increasing technology demands of customers, and finding and keeping qualified workers. 

How Do They Do It?

New Age Transportation Distribution & Warehousing Inc. operates from
7 a.m. – 7 p.m. each day and has a 7 day-24 hour/round-the-clock emergency response team in place. To be a leader in the 3PL industry means that employees must provide the best customer service possible. Anticipating customer needs and following through is the job. Gable is well aware of the stress and intensity of the work and strives to help her employees maintain good mental and physical health.

Though flexible work schedules are difficult in the business, Gable's personal philosophies reject rigid, traditional management approaches. Managing flexibly makes it possible to implement programs that are designed to empower and encourage employees. The incentive programs are centered on individual self–improvement, giving back, and helping others, all while earning financial rewards. Programs are designed to both surprise and energize the employees. These are some of the strategies Gable has introduced.

• Upon returning to work from maternity leave, a new mother is encouraged to place a bassinette by her desk so that she can be close to her new infant.

• An onsite day care facility is available and parents are invited to bring their own nannies to care for their children.

• A self-improvement awards program catches employees in the act of random kindness and rewards them for doing good deeds.

• A company wide fitness challenge encourages staff to become more active.

• Mid morning "energy dances" get staff moving and laughing, releasing tensions and getting hearts pumping.

• The Expect a Miracle Foundation, founded by Gable, receives a $1.00 contribution from New Age Transportation for every mile an employee walks throughout the year.

• The "I Care Program" raises awareness of and demonstrates gratitude to staff who provide good service at work, in the community, and who do something to improve themselves.

• A bonus point reward system is in place that promotes work accuracy and an individual's level of excellence.

Carolyn Gable credits her management team with running an efficient and supportive workplace. The result is a company where committed employees are engaged in their work and want to stay.

Lessons Learned

Carolyn Gable offers the following lessons and admits that her purpose in life is not to move freight, but to help people who come in the door.

• A company leader has a responsibility to set the tone of a positive corporate culture by modeling good behavior and offering encouragement whenever and wherever possible.
• The key to great customer service is great employee attitude.
• Tap into each person's ability and acknowledge their strengths.
• Negative employee attitudes are a greater risk to a company than lack of skills.

Future Plans

Gable plans to continue enriching her employees' work and personal lives through innovative strategies. As she puts it, "my ideas are inspired," and she often doesn't know what the next great strategy will be.