Newly-acquired Mascot Truck Parts Canada, Ltd – a major remanufacturer of heavy-duty truck components – has announced the first steps of its strategic plan to increase remanufactured product availability across Canada and to lower delivery lead times for the critical components its Canadian wholesale customer base desires to serve the end-users.
Since the purchase of Mascot from Meritor 30 days ago, Mascot has been increasing production levels to fully execute on a customer-focused plan that will see sustained and increased inventory levels across an expanded Canadian distribution network.
“The strategy has to change. Customers no longer want to wait for their most popular major drivetrain components to be repaired and returned,” says Bill Statham, president of Mascot Truck Parts. “Our business model is largely based on opening multiple new logistics warehouses across Canada, strategically selected to complement existing logistics locations and to better mirror the expanding needs of our wholesale customer base.”
Mascot says it also has stepped up its customer service by improving the response rate and measuring its own support of customers’ needs.
“By centralizing and standardizing our customer service in one Canadian location, we can maximize upon the technical skills of our service experts,” says Statham. “We must ensure that when our customers call, we have the right inventory in the right location at the right time. When we do not, it’s critical we capture that information so we can consistently improve our customer experience.”
“The legacy of this company is tremendous,” adds Tony Mack, Mascot’s Canadian operations manager. “Our strong brand position and traditionally outstanding customer service is unrivaled, and all of us are excited to return to our roots of serving our customers with robust inventory and a flexible, committed workforce.”
Mascot continues to operate from its current network of 17 third party logistics locations across the United States and expects the customer service level and response time to remain unchanged as a result of these changes in Canada, the company says. Mascot’s field representation will remain unchanged. Mascot anticipates moving its Canadian production activities out of the location it currently shares with its previous owner in Brampton, Ontario, to a larger independent location in the Greater Toronto Area in the upcoming months, the company says.
