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Customer and Partner Experience with IP Logistics,Malaysia

Ensuring a high level of satisfaction among our customers and partners is a core component in Service Industries Line. Customer and Partner Experience is a company-wide strategy to increase customer satisfaction and improve experiences with our products, programs, and services. Through annual surveys and product feedback efforts like the Customer Experience Improvement Program, we continue to listen and respond to our customers and partners and are committed to improving their experiences with IP, Malaysia.

What a freight forwarder can do for you

The role of a freight forwarder is to help importers and exporters transport their goods. This page explains the responsibilities and services of forwarders and how they can help international traders.

The freight forwarder's core responsibilities

Most freight forwarders are likely to specialise in particular service areas, modes of transport or markets. Freight forwarders are often seen as the travel agents of international trading. If you have a consignment of goods you need to move from country A to country B, a forwarder will identify and book the best routes, modes of transport and specific carriers for you dependent on your requirements. Many transport and logistics operators also offer freight-forwarding services.

Using a forwarder can cut your costs. Because they arrange for the transport of huge numbers of consignments, they can consolidate loads going to a single destination to keep freight charges down for individual traders. However, as with most business transactions, you should compare prices from a range of suppliers to find the best level of cost and service for you.

Arrange your own transport or use a freight transporter

The factors you should consider when deciding if you should use a freight forwarder include:

  • the scale or complexity of your transport needs - the more complicated your requirements, the more likely you are to benefit from using a specialist service
  • whether you have the expertise or experience to arrange transport yourself - remember you also have to consider technical requirements such as customs clearance procedures
  • whether you have the time and expertise to manage the process yourself
  • cost - freight forwarders may be able to offer lower freight rates than you can negotiate with carriers, but you should be clear about all fees and surcharges you'll be liable for and about the level of service you'll receive
  • the possible convenience of using a freight forwarder to handle most or all of your trade-related services rather than having to manage multiple service providers

As with most business decisions, it's a matter of weighing up the costs and benefits. There is no simple answer. The cost-benefit equation will differ from business to business, and possibly also from transaction to transaction.

The costs of using a freight forwarder

The five main factors that influence cost are:

  • mode of transport, eg airfreight can be significantly more expensive than transit by road, rail or ship
  • distance/destination - the farther your goods have to travel, or the more unusual the destination, the higher costs are likely to be
  • weight and volume - charges are usually based on the weight of goods, but calculation switches to volume above a certain threshold (one cubic metre per tonne for shipping, three for road, and six for air)
  • value - in some instances, such as earthenware and woollen textiles, charges are calculated on the basis of goods' value per tonne
  • the type of contract you have with the freight forwarder - while most forwarders usually charge per shipment, some will agree an annual service contract, so you should weigh up the costs and benefits of each type

Extras for which there will be charges

  • dangerous goods
  • perishable goods and live animals
  • outsize goods that don't fit in standard containers
  • other irregular goods, eg a load that can't have anything stacked on top of it, or goods that require a special crane for loading


Some dangerous goods travelling by road, normally moving in large quantities, may be subject to legislation

Bear in mind that asking your freight forwarder to provide secondary services - such as arranging customs clearance or insurance cover - will obviously lead to higher charges.

Labelling and packaging your goods for export

One of the main tasks facing any exporter is to make sure that goods reach their buyers and their final consumers in perfect condition. The key is to get your export packaging and labelling right. There is a huge range of packaging options you can use - from cartons and drums to wooden pallets and metal containers. As well as making sure your goods are securely packaged, you also have to check that they're appropriately marked or labelled to ensure they're handled properly while in transit.