Maintaining continuity in a business support team during transition
Temporary leadership cover kept customer service, complaints handling, inventory management and food safety processes running while new permanent staff were onboarded at GXO Logistics in Mechelen.
Sector
Contract logistics
Approach
Interim leadership
Location
On-site
GXO Logistics operates in a demanding contract logistics environment where continuity in customer service, reporting, inventory management and food safety is essential. At the Mechelen site, the departure of a supervisor created a gap in the business support team before the new management structure was fully in place.
That gap could not easily be absorbed internally. The team needed someone who could step in immediately, keep day-to-day operations running and support the transition to the permanent team.
The challenge
GXO needed temporary leadership capacity that could take over customer contact, complaints handling, WMS reporting, inventory-related activities and food safety processes from day one. At the same time, new permanent team members had to be onboarded without disrupting ongoing operations.
Blackbear's role
Blackbear helped define the assignment around the business support operation in Mechelen, keeping broader project management, WMS development and other GXO locations outside scope. A specialist with logistics customer service experience, WMS knowledge and familiarity with food safety standards was then matched to the team. Alongside running the live operation, the specialist prepared documentation and supported the handover to the permanent team.
Result
Customer service, complaints handling, inventory management and food safety activities continued without interruption during the transition. The incoming management team was onboarded step by step with clear process documentation and work instructions, allowing GXO to maintain continuity for both customers and the internal team.
