Our History

Charles R. Carlin has extensive business experience. He has owned and operated many types of businesses, the courier industry being his preference.

Mr. Carlin formed Carlin Messenger Service, LLC in 1989 as an independent contractor for several local courier companies. In 1994, he was asked to become the South Central Pennsylvania agent by one of America’s largest delivery companies.

Mr. Carlin started with two vans and another employee. He opened a warehouse in 1995 and has been growing very steadily. The Company now has 4 tractors, 6 trailers, 50 vans, and 21 box trucks (ranging from 15’ to 26’).

Carlin Messenger Service, LLC now occupies 45,000 square feet of warehouse with 14 loading docks and 2 drive-in doors at the Harrisburg, PA facility; 10,000 square feet of warehouse with 2 loading docks and 1 drive-in door at the shared facility in Allentown, PA; 10,000 square feet of warehouse with 3 loading docks and 2 drive-in doors at the Deptford, NJ facility.

Customer Challenges

Communication - The establishment of a structured communication process that allows for CMS to continually understand our customers changing needs and ensure that our resources are organized to meet those needs.

Process Improvement - Joint initiatives custom designed to develop solutions to improve service performance and increase process efficiency.

Technology - Utilization of transportation technologies that enhance the secure transfer of customer shipments, reducing inaccuracies and automate the process of providing performance reporting data through bar code scanning and various other methods.

Account management plan

Account Manager:
Single Point of Contact

Multi-layered Approach:
Local, representation
Front-line, senior management interface

Cross functional teams:
Operations personnel, customer service, and CMS representation

Performance Reviews:
Scheduled weekly during first 30 days of service, then monthly (or as requested)
Conducted locally
Focus on service metrics and delivery process improvement

Dedicated route drivers

Immediate POD’s

Flexible Billing Options
Credit Card payments accepted. (VISA and Master Card).

Communication

Weekly CMS Conference Call.
Review and track progress on account initiatives and delivery performance.

Monthly CMS Operations Meeting.
CMS Operations Managers will constantly coordinate the mutual improvement of our valued customers initiatives.

Monthly CMS/Customer Meeting.
Managers and customer contact review progress on initiatives and discuss monthly performance results

Branch visits with CMS Managers and Customer Contact.
CMS will meet with the customer personnel to discuss delivery performance and service needs.

Quarterly CMS/Customer Team Meeting.
CMS Operations Manager and customer team review partnership initiatives.

Quality Control Program

Operations Database
Implementation of a database where pertinent customer account information is collected, updated, and easily accessible in order to better maximize operational performance.

Performance review meetings scheduled quarterly

Key components of QC Program reviewed:
Timeliness Report
Customer Satisfaction Surveys
Quality Control Action Report

Partnership Initiatives People

Recruit top flight route drivers
Criminal background checks
Drug tested
MVR’s

Service First - ATTITUDE A MUST!!

Safety trained/certified

Thorough knowledge of customer requirements and procedures.

Professional route drivers
Non-confrontational - POSITIVE ATTITUDE
Well Groomed
Uniformed
All with picture ID Badges

Chain of Custody - Training
Chain of Custody training is given to all CMS personnel.

This includes training on procedures for:
Parking and Unloading
Securing Customer Shipments
Delivery and Pick-up
Customer Relations
Required Signatures
Verification of Shipment
HUB Collection Points
General Safety and Awareness

Chain of Custody Random Field Audits

Audits are designed to ensure proper Chain of Custody procedures are utilized by our drivers.

Examples of Elements Reviewed:
Vehicles locked and secured.
I.D. Badges
Paperwork completed correctly.
Two-way communication compliance

Unannounced and random field audits are conducted on all drivers handling all work.

Results of audit are tracked and reviewed at performance recap meetings.