Quality Excellence

Standard Operating Procedures

Standard Operating Procedures (SOP's) are customized documents designed to record the receiving, warehousing and distribution requirements of each of our customers. Once completed, SOP's are used to train each Brook employee on the specifics of each of those requirements and the activities and resources necessary to perform them.

Customer Service Staff

With strategic warehousing facilities in NJ and the surrounding areas,our commitment to world class customer service results in extraordinary service to our clients, which our company prides itself on. Every customer is assigned a Customer Service Representative(s). All CSRs and managers are cross-trained to handle all aspects of a client's account, ranging from warehousing to distribution. This is how we create depth to our organization, so that labor outages do not result in customer service failures.

Training

Training is an on-going process in all service areas of Brook Warehousing & Distribution LLC. Customer Account training is held at the building in which the customer's products are stored and shipped. Each customer's Standard Operating Procedures are reviewed by Warehousemen and Customer Service Representatives, and training is periodically updated as a customer's requirements change. Computer training is also provided when software upgrades and system changes take place. Additional training includes D.O.T. Hazardous Materials Training, IATA, IMO, and OSHA in accordance with local, state and federal regulations.

Root Cause and Corrective Action

Brook Warehousing & Distribution LLC uses Customer Feedback Reports (CFR) as one method of evaluating accuracy of performance. CFRs are filed by customers or by our employees. The CFR initiates investigation into an issue, followed by root cause analysis and corrective action.