Monday, 24 August 2015

MOL (America) Inc. Establishes Shipment Management Center

Dear MOL Customer:


MOL (America) Inc. is pleased to introduce the creation of our new Shipment Management Center (SMC). The new SMC functions will take effect on August 31, 2015 and are spread throughout existing office locations in Atlanta, Georgia and Lombard, Illinois. The SMC will be the single entry for customer service or shipment management within the United States and Canada.


We are launching the new Shipment Management Center to produce a greater level of reliability, consistency and transparency within our transportation services. Although the two locations will provide the same high-quality services which customers have grown accustomed from MOL, the launch of the SMC is a reemphasized commitment to delivering a superior shipping product that customers can count on.


The Shipment Management organization will consist of:


  • Export Services. Dedicated to providing customers with superior services for export shipments including booking, documentation and service escalation.


  • Import Services. Dedicated to providing customers with superior services for import shipments including cargo clearance, documentation, coordination of inland transport, and escalation.


  • Integration Services. Dedicated to providing new and improved services for customer on-boarding, eCommerce and escalation management.


In addition to the creation of the Shipment Management Center, MOL (America) Inc. will also modernize its Sales Services team and launch a new Contract Services team.


The Sales Services organization will consist of:


  • Sales Solutions. Dedicated to providing traditional sales support service with a focus on producing value-added solutions and relationship management.


  • Strategic Sales. Dedicated to introducing new specialized product offerings and services to targeted markets.


  • Quote Management. Dedicated to producing timely rate quotations and contract amendments.


The Contract Services organization will consist of:


  • Tender Management. Dedicated to managing and completing requests for tenders.

  • Contract Management. Dedicated to streamlining contract development and the conclusion of the contracting process.




To underscore our ambition to produce a highly reliable and consistent shipping product, MOL will continue to offer the highest degree of performance transparency in the industry. Therefore, MOL (America) Inc. is pleased to introduce six renewed customer commitments that will become a regular part of performance reporting on Inherent to this initiative is our continued commitment to accessibility, and providing a reliable and consistent shipping experience.


The Shipment Management Center Customer Commitments are:


  1. Less Waiting. We will answer the phone within 90 seconds.


  1. The Two Hour Booking. We will confirm bookings for space/equipment within two hours.


  1. The Prompt Response. We will respond to all customer emails within four business hours.


  1. The 24 Hour B/L. We will issue all proofs within 24 hours of shipping instruction receipt.


  1. Service Escalation. We will assign an escalation analyst within four hours for all containers, bookings or B/Ls known to deviate from proforma service.


  1. The 24 Hour Quote. We will produce rate quotes within 24 hours.


Please take note of the following contact information for the Shipment Management Center.


Effective August 31, 2015, the current MOL (America) Inc. customer service number (1-800-449-7575) will provide customers with access to the Shipment Management Center.


There are some minor changes to email addresses as stated below:



Service Area

Export Services (New bookings)

Export Services (Changes/cancellations/inquiries)

Documentation Services (Dry booking)

Documentation Services (Refrigerated/hazardous booking)

Import Services (Service exceptions)

Sales Services (Sales Solutions)

Sales Services (Quote Management)


After many months of planning and preparation, we anticipate a smooth transition. We are confident that the Shipment Management Center and the modernization of our sales and contract services will provide you with exceptional service.


If you have any questions, please contact your MOL sales representative. As always, we appreciate your business.






MOL (America) Inc.