Getting ingredients to you 

Getting it right for our customers isn’t just about the quality of the product or ingredient, it’s also about the service. The right product in the right place at the right time and being a pleasure to work with – that’s what we aim for every time. When you come to us with your business, we want the quality of your experience to match our great product range.

Tate & Lyle rail car

By ship, by road, by rail, by air?  

Critical first steps
By ship, by road, by rail, by air? Whether you’re based in London, the West Coast of America, Singapore – or anywhere else, for that matter – the first thing we do is work out the best way to get your order to you in the form and at the time you want it, and in the most efficient way possible. Having agreed those parameters, we will follow that first delivery every step of the way to make sure it matches your expectations.

Delivering to our promise
And it doesn't stop there. While every customer is unique, there are four simple criteria that apply to every order:

  • on time;
  • in full;
  • no billing errors;
  • no cause for complaint.

We measure ourselves – and report our customer-facing delivery performance metrics on a monthly basis to our Board of Directors.

You may never notice our supply chain team – and that’s just as it should be. It means we have taken your order and delivered it – just as you wanted it.

 

 

Rail cars at plant

By road, rail and sea

Rail cars at plant

By road, rail and sea

“Logistics is essentially the glue that joins every part of the business together,” says Andy Haines, Supply Chain Director, Europe. “We get the product where it needs to be.”

Tate & Lyle’s logistics chain stretches from the customer’s order, to production planning, to sales and manufacturing. Add warehousing, transport, invoicing and after-sales service, and you have a variable system that has to work every time.

For our logistics people, faced with moving our products under strictly-controlled conditions by road, rail and sea, that means teamwork. “As well as focusing on cost – as we all are right now – one of our main priorities is environmental impact,” says Andy. “Our Single Ingredients business produces large volumes of starches and sweeteners from plants across Europe, and imports products – it requires a complex approach.”

Keeping our promises

Keeping our promises

We keep our promises to customers – and that means giving them what they want, when they want it, in full, with no mistakes. “Success requires excellent communication with customers and a collaborative attitude that has us all working together efficiently,” says Deb Bonds, who, as VP Customer Service, Warehousing and Distribution, oversees all US customer services from our base in Decatur.

“We are a centralised team, structured by customer, to provide each customer with one point of contact for all products. Meeting customers’ needs is more important than ever in the current economic environment.”

The Customer Service team is at the forefront of this effort, as Megan Clark, Senior Manager, Customer Service, knows. “Our team is the customer’s voice within Tate & Lyle,” she says. “It is important that our customers have confidence in our service. If we do not have the answer, we will find someone who does!”