Supply Chain Now Radio
Episode 186

Episode Summary

In partnership with the Reverse Logistics Association, Scott and Greg welcomed Tony Sciarrotta and Trish Boehm to SCNR to discuss how the Home Depot is driving reverse logistics excellence.

“I joke when I give people tours of our buildings. It’s like Christmas morning. We never know what we’re going to get. There is no great analysis on when are people going to return things and why. So when we open up a trailer, it’s kind of a mess of all sorts of different things. We deal with all types of different products at our facilities.”

-Trish Boehm, Director of Operations at The Home Depot

When you consider the number of Home Depot locations nationally, about 2,200, it doesn’t take much imagination to realize the scale and cost associated with customer returns. These returns used to be handled in store, by individual employees across departments. The Home Depot operations team suspected – and then confirmed through research and benchmarking – that they were handling returns in the most inefficient, costly way possible.

With the rollout of centralized return centers, The Home Depot has managed to reduce their logistics costs and keep employees out on the floor where they can assist customers. The most interesting insights of all, however, are those that can help ensure that less returns are created in the first place, regardless of which buying channel a customer prefers.

In this conversation, Host Scott Luton speaks with Tony Sciarrotta, Executive Director of the Reverse Logistics Association, and Trish Boehm, Director of Operations at The Home Depot, about how The Home Depot is driving reverse logistics excellence.

eCommerce may allow consumers to shop online from a myriad of devices, but at some point, the goods they have purchased still have to make it physically into their hands. And in cases where the purchase doesn’t meet their expectations (for whatever reason), there has to be a way to return it.

Trish and Tony also provide insight into:

-The alphabet soup of eCommerce acronyms, including BOPIS (buy online pickup in store) and BORIS (buy online return in store)

-The importance of communicating with and educating retail customers without asking too much of them

-The most frequently cites reason for returns in retail

-How automation is being tested as a way to expedite the labor-intensive process associated with turning retail returns back onto saleable product

Episode Transcript

[00:00:05] It’s time for Supply Chain Now Radio. Broadcasting live from the Supply chain capital of the country, Atlanta, Georgia. Supply Chain Now Radio spotlights the best in all things supply chain the people, the technology’s the best practices and the critical issues of the day. And now here are your hosts.


[00:00:29] Hey, good morning. Scott Luton here with you, Live on Supply Chain Now Radio.


[00:00:32] Welcome back to the show. So in today’s show, we’re continuing our reverse Logistics series here where we partnered with the Reverse Logistics Association to dove into a variety of topics impacting the space. So looking forward to the conversation today. Got a great one teed up. Quick programing note like all of our series on Supply Chain Now Radio, you can find our replays on a variety of channels podcasts, SoundCloud, YouTube, where really wherever you get your podcast from is always glad to have you subscribe so you don’t miss anything. Let’s quickly thank all of our sponsors for allowing us to bring best practices and innovative ideas to you. Our audience. Verusen. The Effective syndicate. Spend Management Experts. And many more. You can check out our sponsors on the show notes of this episode. OK, so let’s bring in our featured guest today. Again, we’ve got a great conversation teed up once again. Tony Shroder, executive director with the Reverse Logistics Association. How you doing, Tony? Doing great today, Scott. We are so glad to have you back into the studio. I think this is our third episode of the reverse Logistics series here. Yes, it is. And each one has been really neat and kind of unique. Right. Absolutely. With different aspects, different perspectives on it. That’s really important is what we’re after. And today is not in this point as well. We we also want to welcome and Tricia Bean, director of operations at the Home Depot Trust. How you doing? I’m great. Good morning. Good morning to you. Glad to have you here. Hopefully you’ve had a good week and a great week. Weather is getting cooler and cooler, right? Absolutely. And what’s going to be able to give me like this weekend, Tony?


[00:02:05] It’s going to be great. There’s a great music festival going on nearby us in Alpharetta. Catch some there.


[00:02:11] Who’s, you know, some of the band’s headlining or who you look?


[00:02:14] And Alvin Youngblood Hart, great blues old blues guitarist. And Maggie Rose is tonight’s headliner downtown Alpharetta.


[00:02:22] Really? Yeah, man. FreeBee to the best guy. He can’t beat that. So that does make things happen. Alpharetta. And interestingly, you’ve got your work cut out. You’ve got a guest, a friend with upcoming wedding, right?


[00:02:34] I do. So it’s our wedding weekend for me. I also am a huge Colts fan being from Indianapolis by cell.


[00:02:42] Ok, well, you know, the Colts after Lucke retired. Seems like they’ve really shuffled the deck quickly. Kate Maureen, the name, the quarterback, the gate, the Falcons. It’s a hard time down here, but galban playing well, it seems it has.


[00:02:56] We have Ben Jacoby pass that.


[00:02:57] Yes, that is who that is. That game one of the Falcons. Four losses thus far. But hey, we digress. Moving right along. So today, again, today is all about the reverse. Logistics, you know, returns that aspect of the in Supply chain. So, Tony, that, you know, you’ve been developing a cult following as we’re talking about in the warm up. But just to refresh our listeners memory. Tell us about yourself in a nutshell here.


[00:03:25] Well, I spent a few years in sales and marketing at companies like Sony and Philips. And then one day at Philips, they decided somebody should do something about returns. And they pulled my name out of a hat or out of a stack of resumes and said, Tony is somehow the best qualified. And it turned into a passion in the last 20 years have been focused on what is going on in the returns world. It’s growing. It keeps growing. What are we going to do to kind of help offset that? It’s it’s the bane now of the retailers and the manufacturers and especially with the growing e-commerce aspects. So there’s a lot of factors from the manufacturers side. And we’ll bring one of those in. At some point, one of manufacturers from the supply chain side of people coming up with solutions and all kinds of solutions, because there’s not one silver bullet. There’s many. And then from the retail side with Tricia J, we get to talk about just the side note that the association is a members driven association. It’s focused on the members who are retailers and manufacturers, who are the ones who now who have to deal with the problems. And the other side of the of the aisle are the third party solutions partners who come up with as many possible creative ways they can to help reduce returns, reduce their costs, improve acid recovery. And really, it’s all driven by that customer experience.


[00:04:45] You know, one thing that I’ve noticed since I’ve been collaborating with RLA is that really the industry, the global in and supply chain industry is really I don’t know if it’s fair to say struggling, but they are really hungry for. More best practices and proven best practices as relates to reverse Logistics in this e-commerce age where you’ve got to have a plan B to execute on it, right? Yeah, absolutely. So that’s a great why behind RLA. And you know, while it’s based here in Atlanta, you are a global organization serving global companies.


[00:05:20] We are, Scott. You might remember that this year alone I’ve had a conference summit for the reverse Logistics in Europe and one in Singapore that kind of threw me for a wrench being 12 hours ahead of the rest of the world that I knew was an experience. But but the issues are the same. People recognize that this is a growing problem. We have to do something. And ultimately, it really does affect the consumer as well. We started to see more and more stories about landfills are filling up. E-waste is showing up in countries all over the world. It’s doing bad things to people who were there. And yet it drives some of their economies in Africa and some other third world nations. So it’s it’s a very complicated end to end kind of an issue. And what really helps pull us together now is, is the concept of the circular economy. Right. We’ve talked about that a little bit. This entire circular economy where the manufacture starts out by designing products for life and for re-use, the retailers find ways to take care of customers and then that product is returned, can find a new home and a new life and not end up in a landfill in it in a in a pile of garbage somewhere. These are expensive, valuable products, and most of them do not have anything wrong with them. I think Tricia talked to that a little bit. So it’s really about finding solutions that can help everybody and ultimately whether you’re a tree hugger or not. And we recognize there’s planetary issues, too. We cannot keep using resources till we run out. So finding ways actually the way we say it is that reverse Logistics is the cornerstone of the circular economy. That’s where it starts. That’s where things come back and have to be dealt with.


[00:07:00] And we’ll put you know, we had Deborah Dull with GE Digital on the show. We’ll be publishing her per podcast shortly. Phenomenal. She said her focus and her passion is around the circular economy. In fact, they’re hosting a circular economy focused event in Paris at they’re at I think it’s a g.d innovation center.


[00:07:21] And she yes, she’s leading on like a tough job. I wish I was the head. Your udub, though. She fascinating, fascinating love. If you get a chance to meet Deborah.


[00:07:29] I’ve not. But I had that conversation this week with the Ellen MacArthur Foundation, which is recognized around the world as beginning and promoting this circular economy concept. And let’s not scare people. Let’s make sure we tell people circular economy is nothing more than sustainability on steroids. That’s really what it’s about, is how do we keep using the stuff we’ve got instead of building more and throwing it away?


[00:07:52] That’s right. Yeah. Okay. So shifting gears, Trish, first some on the show here. Thanks for taking time out. I know you probably have several full plates at the Home Depot in your role, a bit listless. Paint a picture about who you are with our listeners. So let’s start with. Well, my favorite question is where are you from?


[00:08:09] Sheer. Absolutely. I’m from a little suburb of Muncie, Indiana, called Yorktown, Indiana. I went to Ball State University, but yeah, I lived most of my life in in Muncie, in Yorktown, Indiana. I graduated from Ball State with the Operation Supply chain management degree. And then from there I went to work for J.B. Hunt. Transportation in Chicago area worked as several different accounts Office Depot and then went to the Home Depot account, actually. And after several years there, you know, they knocked on my door and said, hey, we’ve got this thing. It’s called reverse Logistics. We need and we need a facility manager, a general manager to open up our very first warehouse and run this facility. And my first question was, what is reverse Logistics? And, you know, I took the leap and and moved back to my home state in Indiana and started up the first reverse Logistics facility for Home Depot.


[00:09:07] Wow. OK. I didn’t know that that is. And now I think Hundy Bill has at least three. Correct?


[00:09:12] Right now we have three throughout the US.


[00:09:14] First one an IV and turning out both of toward the one in Georgia, which is fascinating. It really is fascinating to see what goes into processing. Well, what comes back. But what was it like setting up the first woman? Did. Did you have a plan? And then that plan evolved dramatically. Tell us more about how you set that up.


[00:09:34] Yeah, the name of the game was redesign and reconfigure. And so we set it up with some very high level statistics, obviously not having ever done this before. And quite frankly, not a lot of folks in retail had done this internally either. And so we partnered with a lot of different benchmarking opportunities and really learned a lot. We split we had a gradual rollout so that we were able to learn quite a bit. But really have evolved over the years. I mean, that that was back in 2011. So we we’ve been at this game for quite a long time.


[00:10:09] And I would say it based on what we heard when we toured the one here in Georgetown and kind of behind the scenes, it seems like a lot of companies would would crave that a lot of the best practices that the Home Depot has developed over the years.


[00:10:21] Yeah, absolutely. We get a lot of folks that reach out to us and we’re more than happy to, you know, talk to folks kind of lessons learned. You know, at the end of the day, we’re all in this together. And, you know, Tony mentioned or we’re all about customer service. That’s that’s one aspect that most folks I think don’t realize is in the reverse space is just, as, you know, customer focused as we are on a sales side. We also need to make returns easy for the customers so that they continue to come back and that we can make sure that they’re satisfied from a full experience.


[00:10:52] It’s table stakes these days. Right, in ways that it never has been. I mean. You know, back in 80s, I think, you know, Christmas and track and receipts and all the stuff, you never knew what return policy was based on what gift you got these days. Cash it. It’s just it’s just a customer expectation. So it’s been really neat to see in kind of an inside look at it at the world class approach you’ll take to returns and reverse Logistics. OK, so let’s shift gears a little bit here and talk more about your current role at the Home Depot Sheer.


[00:11:24] Absolutely. Currently, I’m the director of operations for our reverse Logistics support facility. So he as you mentioned, we have three facilities throughout the U.S. that my team handles everything from transportation of how to get it in and out of their most cost effectively to building services. How do we keep the equipment running? How do we plan the labor that’s needed for the associates to be able to process the returns? Engineering what are the new automation available available out in the network along with software and systems? Right. Interesting is that, you know, not a lot of software companies have a reverse space or piece of them. And so it’s it’s very interesting to kind of customize and have to work through even this. The system side of things for returns. Mm hmm. Yeah.


[00:12:14] Tony, the sheer scale, I think one of the things as I started to understand the last few years and better understand and learn reverse Logistics and retail space, working with you and your team is just the vast scale. You know, it’s like touring the ports that you’ve never until you’ve toured a port like Venice, surveying the ports they have down there. So you’ve seen it. You can’t appreciate just the vast sheer scale of it. And I think they’re very in a very similar way. Retail returns came. Same thing we said there, too.


[00:12:44] Well, we have to think back to the fact that Home Depot with 2000 plus stores and the Wal-Marts of the world and Targets Lu with these multiple stores, they used to have a process that trist just explain moving away from where every store handled their returns individually. They had the entire staff in the back room to put things in a box and ship them somewhere. I mean, think about the inefficiency of that. And so it’s very, very critical that retailers pick up that best practice of centralize return centers. And and I did that. Want to miss a chance to suggest that trist. You’ve got one in Arizona, one down here in the Georgia area. And, of course, one in your old hometown of Indianapolis. What a coincidence. You have to have quarterly meetings there when there’s maybe particular home games.


[00:13:32] Exactly. Just when the Colts are in town, you know, things like that happen.


[00:13:37] Well, that’s that shift from in-store to kind of a similar centralized. But that was such a well-received move that that streamlined a lot of things for your associates across the country, right?


[00:13:51] It did. And what we took the approach of, you know, we took all of the hours that were being spent in the stores. To Tony’s point, you know, think of everything that got returned, got shipped single item back to the vendor or got disposed of in the trash compactor. And, you know, we took all of that labor that that that stores were spending. And we put it back on the sales floor, really, again, trying to focus that time on getting associates out on the floor to meet customers demands and needs. And so what that also did was from a sustainability perspective, you know, we got a lot less packages coming from 2000 stores going to different ways with centralized returns, were able to, you know, utilize less transportation and less overall footprint in the economy. Just to centralize the returns and one in three facilities, I’m sure, eliminating empty miles back.


[00:14:44] Outstanding. OK. One last question. Before we were going to dove into a variety of things. Opus and Borse and to our listeners that may be unfamiliar with that. That is not the latest cartoon on Nickelodeon. But let’s talk about how. Morton I mean, to be in transportation in the metro Chicago area. Chicago land or where are they refer to that? I bet that really prepped you well, moving into the role you’re in now.


[00:15:10] I could imagine. It absolutely did. You know, it gives you a lot of perspective on, you know, we focused up on that side was obviously the delivery to the stores and making sure that we had the inventory in the stores that was needed as much as possible. But it also gave me a good avenue and understanding of what was needed on the return side. So from a reverse side, how do you go pick up from 2000 stores at the cheapest option and most effective way for the company? And so it definitely laid the groundwork for us being able to set up a really good process to minimize the cost in just shipping our returns back to central locations.


[00:15:48] All right. So let’s see what we’re going to change gears here and talk more about some of the leading methodology related to returns, I believe are really a variety aspects of our retail, the retail experience. And let’s define subtopics and Borse. Let’s let’s assume much like, yeah, I was not I am still not never will be the expert in many of these acronyms and and what’s behind them. But for our listeners, let’s define what we mean with the bonus in the Borse acronym. Start there and then we’ll learn more about how the really neat stuff Home Depot is doing in these areas. So John, Deonna start Sheer.


[00:16:26] The e-commerce world has brought a ton of new acronyms and I swear someday somebody has to create an acronym dictionary and just try it out. But it’ll be ongoing because the new terminology through the e-commerce world, of course, and it only occurs when you’ve got store fronts and we all think of e-commerce as one way shipping out of a warehouse to somebodies home. And that’s by and large, true. Then the pickup is at somebody’s home or dropped off. Back to that same facility. And it’s really not the most efficient method. What’s happening now is the bocas and Borers refers to buy online pickup in store, and that’s the one aspect of Bumpus. Then buy online return in the store. And that’s where companies like Home Depot have have struck a real advantage that the customer who sees the product online. And I think we’ve told stories about this as well, Scott, that so many people today are buying based on that little screen on their phone. They take a look at that and they say, oh, that looks good. And then when it gets to their house, they open the box and say, oh, it doesn’t look like that at all. And unfortunately, that happens a lot. And is that the resolution? Is it the way the pictures are taken? Just there’s no way to set expectations on a phone that don’t create sometimes a disconnect. And that disconnect is really what drives the returns. Now, for most consumers, getting things that the home is kind of cool and it’s it’s there when they get home and stuff like that. But if they do run into the problem and we’re talking about 20 to 30 to 40 percent of e-commerce purchases result in a return depending on the product category, those people are inconvenienced when they have to deal with the return many days.


[00:18:10] Many of them nowadays don’t even have a printer to print an army label. They just want to have a convenient opportunity. And if it didn’t meet their expectations, but they really wanted to buy something. And I’m I’m one of those people who thinks consumers don’t just water online just for fun. It’s really it’s not a fun experience to order something to have to send it back. Take it back. Deal with it. So now you talk about the experience of people buying online. It comes to the door. They open the package. It oh, this isn’t quite it. Now they have an opportunity with over 2000 outlets of Home Depot to go back to their return it in the store, but have an experience improvement by saying I really wanted this and this isn’t quite it. And at that point, I think Tricia will give part of the story there, because those are the new terms going on. You can also pick up in the store that that’s that’s an easy one. It just it’s ready for you and you get to touch it. You get to handle it yourself. And it’s it’s it’s a real tactile experience versus a non tactile experience. When you’re looking at your phone and saying push the button, add to cart, get it to my house. It’s a very different experience and we’ll see what wins out in the end. But right now, Home Depot offers both sides of that equation. Chris, what else with Jennifer?


[00:19:27] Yeah, I would agree on that. The BOPE side, the buy online and pick up in-store. We do that in a lot of different kind of facets. You know, you can come in and we’ve got your order picked. We also offer in select stores different lockers where you have been emailed or texted a code. And so you can walk up to the locker at your own convenience and get it yourself and not even have to go into the store. But what we find, I mean, to Tony’s point from a from a purchasing side of things is that the customer likes it, they see it. And right away they’re able to say, OK, this is what I want. And we also. And they’re like, oh, I forgot, I also need this. So then they have the avenue to just be able to go right into the store and continue shopping with some of the other things now that they know that what they bought online was what they want. Now they can get some accessories to go with it.


[00:20:12] Love that. Well, you know, Gartner added the Home Depot to its top 25 supply chain rankings last year. And I believe I’m not mistaken, some of that rationale were somebody that really neat things are doing to make it easier. You know, there’s the supply chain is being leveraged. Retail processes are being leveraged to make it even easier for four to save consumers time. Right. And convenience.


[00:20:37] Absolutely. We’re really trying to cater to the new generation and kind of keep up with technology. You know, it’s a fast paced life. Technology is out there. People wanted the drop of a hat. So, you know, we’re trying to accommodate that.


[00:20:49] So I got to share something here. And not sure Klay is listening, but Klay is member art team and he does an incredible job. He is also a current college students. He’s a little younger than than the rest of us. So we’re walking through. I’m sharing with him one of the technology platforms we use here at Supply Chain Now Radio and probably overexplain. And it finally got to Clay. Clay told me so. He said, Scott, I grew up in technology. I can figure this out really quick. It kind of dawned on me as a father of three kids. These kids have access to technology and are learning and they’re just accustomed to kind of having it from them, figuring it out much easier maybe than than are our generation. So and as you would expect, consumers want to take advantage of those trends and those technology platforms make it easier and can save their time as well.


[00:21:43] Right now, every shopping experience absolutely we act are also going into just to throw another acronym out in case everybody is keeping count to BOD fists, which is by on line deliver from store so you can buy something online. And we will actually it could be something that’s in the stores stock as well. And we deliver it to your house from our store. So, you know, Uber’s out there, right? Everybody wants everything brought right to my burritos. And everything’s this is kind of, you know, art aspect of that.


[00:22:12] Ok, so, you know, I’ve mentioned some of both of Orbitz and some of the advantages over pure online business. However, what else is there anything else that know? I’d like to point out as it relates to some of these things where you’re using you’re really using the enterprise and flexing that muscle so that it’s not so dependent on that one store? Yeah. What else would you add in terms of those advantages?


[00:22:38] Yeah, I mean, this kind of goes back to the buy online and returning in-store aspect of things from our side of things. The because so much is available online at the drop of a hat. It is definitely changed the returns industry inside of things because you know, online sales in general comp at a higher rate than some of your core brick and mortar type stores. And so we’ve had to really challenge ourselves of how do we get those online returns that are taken into the store or even to your point, if the customer wants to try and print out the label themselves, you know, how do we optimize that? And so we we offer Duff a lot of different options where we can you can call a call center, you can use a prepaid prepaid label, you can bring it in store. So we’re really trying to do that. But the online sales piece has really challenged us because a lot of buyers are buying multiple of the same thing and maybe just different colors. And so you end up with a lot of. No, I know. I mean, I myself excluded, of course, but. Yeah. And so what happens is, is now we’re dealing with a lot of what we call non-effective returns. Right. Product that there is is nothing wrong with. And so now we have to kind of play the game and figure out disposition wise, how do we keep it out of the landfill? How do we make sure that we either get get it back to the vendor and get it back to one of our distribution centers for for resale? How do we do all that?


[00:24:00] You know, I’d love to see it. And we want Domino’s to now love to see some of the the data behind just the returns world. I’ll tell you. And one reason that really I’ve been thinking more about this is I’m getting prepared to return my first. We bought some extra lights and that didn’t happen to work with the current lights we have. So for the first time since I’ve ever been a certain dominant e-commerce retailer out there, I’m returning. I’m making a return for the first time ever. Wow. I was having to ask my wife how to do it. She’s the expert, of course. She’s also the balls. And maybe I’m thinking, Mack, mama, maybe the reason I’ve been holding out is because I’ve just been leery of just the whole process or when she has shown me how easy it is where you basically you click a button online and then drop it off at a carrier. Holy cow. You know, but I wonder how many folks are like me. Out there that maybe aren’t embracing some of these modern buying trends that you identified. Yeah, I don’t know. Joe Hurley was.


[00:25:07] It was great that Tricia referred to the different colors that people buy things that and just decide which one they like and the other two, because the comparison we talked about in the retail world, the clothing world, the bracketing experience, right, where people buy a size above a size below that they think they’ll need in one of the three all fit. But that’s a two thirds return rate automatically. Now, the advantage for Home Depot, of course, is outside of the aprons. They don’t really sell a lot of clothing. So it’s not a fit issue as much as a color issue, which is still interesting that that and and it’s unfortunately true because again, they’re looking at it on their phone. They think it’s blue. They pick it up. It’s not the blue that they thought it would be. And they turn it down or they run it, bring it back of it’s shipped to them. So. And I didn’t think about it in relation to Home Depot, but that’s that’s its own little nightmare. Right. People tried different colors just to see. And of course, you do have some of the issues with very specialized product that they’re not sure it’ll be exactly what they need. So there’s all kinds of challenges that you have. Oh, gosh.


[00:26:09] Okay. So so let’s shift gears a little bit here. Let’s talk more about retailers and the customer and what the retailer would love the customer to do with the return and how and really how that’s communicated. I think one of my observations as we have certainly, you know, our active e-commerce customers is that we’ve seen more more communications in the box of what to do if some sort of missing or something’s wrong in a lot of third parties are wanting to keep that rather than send everyone back to the retailer.


[00:26:40] But what are your thoughts there? What what how do retailers effectively communicate? How well, how customers are a product act that they need to return something?


[00:26:53] Yeah, I think it’s a great call out because, you know, we can do everything possible and put it on the package in. But quite frankly, as soon as you get something and you install it, the package is gone. All right. I didn’t keep the package unless you like my dad and you’re just hoarding it in the garage somewhere. But, you know, no. So that so we don’t really keep the packaging. And that’s where some of the key information is. What we really try to push to is, is at the point of register is, you know, some of our particularly our outdoor power equipment that we sell. You know, there are LSH, you know, our lifetime service agreements that we really encourage customers to sign up for, because that that will really take you and get you online support, get you you can literally pick up the phone and call and say, hey, I’m having a problem with this. And usually we can take care of it right away as as well there. We also try to really get them. A lot of our stuff is like combo kits or accessory type things. And so really trying to drive the message of, you know, maybe you don’t need to return the entire thing, maybe you just need a replacement battery, for example. So so really trying to drive that message. But it is difficult because, you know, again, at its fast pace and if it doesn’t work, you’re frustrated. You’ve already had a bad customer experience. And so at the end of the day, we still try to take the customers, you know, satisfaction into play. And we will tell them we’ll take it back. Quite frankly, you know, we want you to be a satisfied customer.


[00:28:18] Yeah. So going back Libyan’s something Sheer there a bit. You know, we all don’t know. We don’t know. And then especially consumers. But I bet there is an education. I mean, I know for I mean, and I’ve just shared my whole return history. If I thought that I could just get one thing replace and I didn’t have to go through and send everything back and then reorder, you know, maybe much easier for me. Right. So but education is part of making sure that the consumer understands, you know, how how they how it can make the whole process easier is part of the what we have to do, right?


[00:28:53] It is. And typically we we put that on our store associates, our returns associates to kind of make sure. But it’s also a two way street. What we find in returns, quite frankly, is is a lot of folks are afraid that like they won’t be able to return it. And so they lie about what’s wrong with it. They say, oh, it’s broken or something like that. Right. Instead of just telling us what’s really wrong with it. So, I mean, I would I would suggest everybody be open. I mean, we’re all trying to make sure that you have a good experience so that can help us as well.


[00:29:20] Yeah, that was a good point you made about the reason codes. They will always be there in a long line for returns and they’re like all they start to sweat, they start to panic. They start to like, oh, they’re going to give me the third degree, they’re going to grill me. And it’s and it’s much easier experience than that. But but there’s also I don’t know, do you actually capture or try to capture recent codes on the register?


[00:29:40] We do, but they’re pretty generic reason codes. We also, though, offer comments. So our associates can actually handle type comments and for specific things that the customer has told them, that would be even better because we do a little testing of reason codes at retailers years ago.


[00:29:57] And there were, I think, let’s say the. Five reason codes and we’d rotate them just to see and a number one reason code was always the winner no matter what the reason code was number one, number one. Number one, because the returns clerks are not always the highest paid in the store and they’re not the happiest. They’re little stressed out by those lines. So they do things quickly. But it’s great if they’ve actually been trained to capture comments that that’s so important. If that feedback can happen for your store owners, the store management and for the manufacturers, the whole ecosystem, the whole emphasis.


[00:30:29] Did you do that study at Home Depot? Because I’m pretty sure we’ve done the same thing. And the first one is always the given. So let’s just number one. Yeah.


[00:30:37] So let’s talk about the returns themselves. So what does the Home Depot want to do with the return? You mentioned the three centers and one in Arizona, one in Indianapolis and one of course, we’ve we’ve taken a peek in in Georgia. What’s how do you handle returns?


[00:30:51] Yeah, there is a lot of different avenues that can go. I will tell you right out of the gate, I joke when I give people or people tours of our buildings. It’s like Christmas morning. We never know what we’re gonna get. Right. There’s no no great kind of analysis on when are people going to return and why. And so we open up the trailer and it’s kind of a mess of all sorts of different things. We deal with all types of different products at our facilities. One other aspect we’ve done as a company is really tried to take anything that the stores were having to handle and throw away in the landfill and just send it to us as well to try to get some recycle capabilities and things like that. But so so when we get it, we really disposition it. We obviously have agreements with our vendors. And so our suppliers and vendors will basically have an agreed upon. Either they want to want it back. They may not want it back. You know, we kind of always follow whatever the agreement is and then pass that. It’s really on our team to figure out how to keep it out of the landfill. That that’s really the point blank for us is if we’re gonna send it back to the vendor, that’s a no brainer. We can make full truckloads and kind of, you know, keep that footprint down from a transportation perspective. But then, you know, selling it on the secondary market, we obviously can do that. But there’s some caveats to that as well. Some of the stuff doesn’t go great on the secondary market.


[00:32:13] And so what we then do is take it a level deeper and go into, well, how is this metal? Is this cardboard? Is this, you know, plastic? How do I recycle it? To keep it out of the landfill? That has become a very interesting challenge these days with everything that’s going on right now in the changing landscape. Absolutely. And so so it makes us get creative. There’s obviously a given take on how much labor do you put in to recycle versus how much you keep out of the landfill in regards to how much it’s going to cost you. But there’s also it’s the right thing to do. So with all of those different dispositions, you know, just Home Depot in the three RL CS last year, we were able to keep one hundred and two thousand tons out of the landfill just in one year. What was that? One hundred and two thousand tons of landfill avoidance because of our secondary market sales, our recycle capabilities. You know, you mentioned circular economy earlier. We do a really great program with our shrink wrap and stretch wrap, you know, throughout the company, Oliver’s two thousand stores. They don’t have mailers or anything like that to contain stretch wrap. And so they send it to our CRTC reverse Logistics centers. And we we Bayle that and send it actually back to our manufacturers of some of our plastic decking. And then they re utilize that to make new decking that we sell in our stores. So it’s a fun little full circular economy.


[00:33:40] And that is so cool because people don’t realize that the circular economy will actually generate more jobs in the future. It’s not just about taking jobs away from the people who used to throw this stuff away and and do those works. But it’s all about finding creative new ways to use that stuff. And keeping plastic out of the ocean is a big deal now and someone’s going to get more and more attention. Though it’s unfortunate that the quiet efforts like yours at Home Depot are not as recognized as the ones they caught throwing plastic straws away and things like that. It’s unfortunate that we don’t pay attention to the creativity and you just one hundred and two thousand tons is is staggering. And but you’ve also you’ve fed a secondary market that’s growing all over the country. And and that’s an important aspect of the economy as well. The secondary market, the the stores where those returns wind up being resold at a lower price. It also feeds another demographic of people who maybe the camp by the new ryobi power tools, but they can buy the refurbished ones and afford them a little bit better. So it’s it just continues to propagate in a growing marketplace in that secondary space. So it’s an important aspect. I would agree.


[00:34:53] It’s also interesting because you mentioned the secondary market is growing and that’s great. But now the. Our market gets just as competitive from a retail side of things as the, you know, the normal core sales, so. So it really it’s a fun business to be in. It makes me really think different strategies of how do you sell things differently, you know? How do you how do you get the edge even on the secondary market?


[00:35:16] So, you know, we didn’t talk about this this question, the warm up, but I love the pose it and get your both of your centeredness up. Yes, I heard that. So, you know that one of the topics that that is a common theme in. No, I think we just published up. So one eighty one this morning. And one of the huge common themes is talent. Right. Especially across and in Supply chain. And when I think about some of the huge accomplishments the Home Depot has made in the last 10 years or so, especially in, you know, 102 tons, I love this easy. That’s the easy factoid number to gravitate to. But there’s obviously a ton of work behind achieving those types of things and tons of hardworking people and leaders that are doing excellent work. What we think about talent coming in to the reverse Logistics the jobs at the circular economy is going to be creating. What are some of the skill sets you all think? Think of a short list, the top three or whatever and you want to be three. But what’s it could be? Singular igby. What’s the one big skill set? Do you think that the reverse Logistics industry really needs in, you know, as as a move into the years ahead?


[00:36:26] Well, I will tell you what I think what I look for. It is it isn’t even necessarily specific to the reverse Logistics, quite frankly, like I’m more look at things of, you know, are they open to change? Are they good at communicating and leading and and willing to change and to continue to think strategically on new initiatives? A lot of times, you know, we can say here this is you know, I’ve had a lot of, you know, experience in one thing. For example, like in transportation, that was most of my experience was reverse Logistics is such a knack. That like there’s not a huge amount of folks that have a lot of experience. And so so I personally, I steer closer to building my team of folks that have like knowledge in a field, but just are more open to kind of thinking broadly and developing things.


[00:37:15] Absolutely. And Scott, we can reference the fact that let’s make it clear Trish and Home Depot are part of the reverse Logistics Association Advisory Board. As is Tim Brown from Georgia Tech down here. And we recognize that there are no reverse Logistics programs in education. None. Zip, zero. Maybe an online course for one or two companies, but universities. But there there are no reverse Logistics graduates today and Supply chain is part of the background for reverse Logistics. But I would stress creativity because you have to come into this and understand it. It isn’t just about moving stuff. A return is a reverse sale. And the challenge is having been in that role at Philips and Tricia’s in that role. You actually have to act as an advocate inside your company and go across silos and say to some buyers, you’re buying a product that’s bad for the environment. We’re having to deal with it at the return centers and we’re getting a lot of them. And you have to advocate that. That is just a creativity. That’s a.. How do you want to say it? A conflict management issue. A in influencing skill. That’s critical. So there’s there’s more. Unfortunately, he can’t just hire somebody with an RL degree. They don’t exist. But that creativity. Not yet.


[00:38:34] Not yet. Correct. That’s that’s exactly an important point. But I mean, I came from sales and interest came from transportation. And the transportation world is very fragmented, very fragmented. And it’s just like the reverse world. It’s very fragmented. There’s such a huge amount of it being done dealt with. And no one owns a large share of it. I mean, you can talk about a number, I think. Home Depot is upwards of 80, 80 billion in sales. Oh, you need to keep rising that. Okay. And somewhere let’s be on the high side. Conservatively, eight to 10 percent of that is being processed back through. That’s a huge amount of product. And so it isn’t just about moving it because the other uniqueness about reverse Logistics is what Tricia referred to earlier. You open up a truck and oh my God, what is that? You open up a forward Logistics truck that’s delivering to the stores. They open it up to. Oh, cool. Let’s get the pallet loader and get these things off. And, you know, ten minutes later, the trucks unloaded at the return centers. I think it takes a little more than 10 minutes to get those things off. Then couple hours to figure out what to do with it. It sure does.


[00:39:45] And you bring up a really good point of just the overall in our facilities. You know, with the labor unemployment rate is is at an all time low. Right. And so, you know, how do you take a ceiling fan, for example, that may be returned with in the box or how many of you when you take put a ceiling fan together and the blades are all together and then you install it and it’s defective. How many of you take it all apart and try to fit it in the box like no one?


[00:40:10] My wife trying to call in and tell some stories on my last December jobs. I’m not getting back at it.


[00:40:15] So from our side of things, how do you, you know, automate things? And and it’s really difficult to automate it an installed ceiling fan and not put as much labor into it. And with the the labor market getting as constrained as it as it is, you know, it’s it’s our job on the reverse side to really kind of look at different types of things that we can do to streamline the process as much as possible.


[00:40:36] But let’s stress that about the education side, about the people, the development side. Again, we talked about the stores, the clerks at the front desk left to take returns, a little bit of stress involved, a little bit of patients required and so on. And so there’s a special talent already there. But really, if you talk to Tricia or any of the other Arly board members and you like, how did you decide to get into returns? I mean, what what possesses somebody? In my case, it was not about picking it. It was about being picked. And sometimes companies have to stand up and recognize that and say we need to pick some really talented people and put them in this area because it’s so important and it’s such a cost factor, the savings potential as well. When Trish talks about saving one hundred and 2000. Tons of products from landfill and recycle. A company needs to recognize that as an incredible achievement, you can sell 80 billion dollars with the product, but somebody who can save one hundred and two thousand tons from landfill, that needs to be recognized and valued at every company.


[00:41:44] And unfortunately, Home Depot does have a returns group. Reverse Logistics Lu. Unfortunately, a lot of retailers do not even pay attention to that. And the returns sit in the back room for a long time until somebody figures out. We have to do something with it. But it is about special breed of people and I’m really proud of being associated with so many of them over the years. Tricia refers to the fact that they weren’t centralized a few years ago and that changed the mind shift at Home Depot significantly. Now they do brag about the savings, about what products they are able to put into a secondary market and and some of those other great ideas that have come out. So there’s a lot of need for good people in this space, Anderson, that a lot of people jumping up and down to get into returns world.


[00:42:30] I agree. I also think that’s interesting. You know, we talked a lot about online sales. And as online sales are continuing to grow at all retailers, it’s really forcing a lot of retailers to get into the reverse Logistics space, whether they want to or not. All those non-directive returns, it’s very hard to say, OK, well, I don’t want to take returns back. Well, it’s not an option anymore. And so it’s it’s a growing industry as well. And I’m very lucky that Home Depot has started it early. And so we’ve got a lot of years under our belt.


[00:42:59] Absolutely. And appreciate y’all’s willingness to share. I like the arly event that we did here in Georgia, where we’re allowed folks from the outside to come in and kind of see what’s been working well, as well as some of the challenges that just are associated with returns. I mean, you know, I think if more and more consumers really put their eyes on some of these facilities, these things are coming back and all kinds of different shapes. And then to your point, great companies like the Home Depot are getting serious about, you know, reusing recycling. How can we, you know, 102 tons keeping that out of the out of the trash piles. Right. That’s that’s really important. And then there’s a lot of tough to your point, Technical creative people tell the people that are figuring out new ways of saving and recycling. I like the example you offered about coming what came back where. But you shipped to your the the the deck companies use as raw materials. I mean, the person that comes up with that kind of stuff, that is really that’s the cool thing about being a siplon Indian supply chain, I think. Right. Because there is no shortage of problems to solve. And it really that requires new solutions, not the same. More solutions.


[00:44:11] And I think you go back to your point you made the circular economy is absolutely going to create jobs. I mean, right now, today, there are a slew of firms that are doing really well because they’ve gatting. They’re helping companies uncover new ways to recycle in this shifting landscape. As Tricia, as you alluded to, your new ways of engineering, how to how to recycle and repurpose things and win. And the cool thing about this conversation will happen. The backdrop here is King Plow, which is a 19th century plow manufacturing facility. A nice a nice sized plants. Bless you for the time and was repurposing late 80s. And now it’s blossomed into an incubator and a co-working space, arts and into entertainment, podcasting, studio facilities. That that’s that’s a often one of the cool dynamics that’s taking place right now in the reverse Logistics and returns and sustainability space.


[00:45:10] So angry.


[00:45:13] So how can one of the things I think that is required to keep moving the industry forward and to keep pulling talent into eventually, sooner than later, create dedicated specific educational programs to build reverse Logistics leaders? Right. But part of that is, is putting a spotlight on what’s going on now. These big wins trist, you’re speaking to some of the people behind him, some of the companies behind them. Antonia, I don’t want speak for you, but it seems like with the awards program that you all have put together. I was on I was on the the site of the Dave Blay blatantly stealing some of your verbage for our Supply chain awards. But but I think spotlighting some of the really neat things and the critical work is being done is a big part of what’s needed right now.


[00:46:04] Is that right? Absolutely. I would go back about 20 years and there was no reverse Logistics. We talked about that. And. And so I join the RLA back then and I found a willingness by people there to share some of the best practices. I think there’s a different approach. There’s always competitiveness in the world. SALES, but on the reverse sales side, it’s less competitive. This is like how what do you do with this stuff? How do you deal with this stuff? And and there’s so much sharing that has gone on in the organization as has been built because of that. But I literally I mean, I was at Philips and I wasn’t the smartest person around. I wasn’t a rocket scientist. But I heard people. And when I did well is I listened to people and said, hey, if they do it like that, if Home Depot has that solution, then maybe we can do that. Here at Philips or what is the problem that they face in the store representing our product? How do we fix that? So I actually again, we cross all corners across every silo in a company because we get involved in a marketing, make sure the product is represented correctly on shelf.


[00:47:09] That’s we just talked about it’s it’s the unmet expectations of people take things and it doesn’t do what they think it will do. Well, then make sure that they understand what it’s supposed to do. So when you talk about a reverse Logistics education, it’s it’s all aspects. It is the sales aspect. It’s the marketing aspect. It’s the supply chain aspect. It’s even a little bit of the financing aspect because Tricia Tricia alluded to. And I’ve learned financial has a big part of this. What you do with something is gonna cost you something or it’s going to save you something. Then you have to be careful. And we alluded to this on the last or other shows where some companies have made decisions to burn products because a finance person said, well, it’s cheaper to burn it than to give it away. And those companies to learn. When someone finds out about it and it becomes global news, you don’t want that to happen.


[00:48:00] I know that Trish Home Depot also doesn’t want to see, you know, news reports on anything that you’ve done wrong. And I don’t either. But for the record, you don’t want to get it.


[00:48:13] No, it’s not even a matter anymore of getting caught because ultimately Burberry has Howzat for brand and everyone respects around the world and they got caught. So it’s not about it’s not about getting caught. It’s about trying to do the right thing. And that’s where the reverse world where we live. We know that it’s more important to do the right thing. It may not always be the most cost effective, but ultimately it is. Because if it if it saves time and it saves product and it saves landfills, it is the right thing to do. And we want to focus on that. So I’m so proud of member companies like Home Depot and others they really care about. It’s not just caring about the environment. It’s caring about what’s going to happen with this stuff. And can we find something better to do with it? And that’s why we stress that creativity. And they’re just some of you have been through supply chain programs in schools. They’re not focused on that that much. So we do need some dedication to that. And that’s that’s on the roadmap for the Reverse Logistics Association in conjunction with the ACMD Association Supply chain Merchants, to put together a course that does cover all these aspects. Again, it’s it’s eye opening. And I think Tricia has been in those meetings where she’s had to deal with other departments in the company.


[00:49:27] Absolutely. I would agree. The other thing we’re doing as far as education goes is, you know, we host tours, obviously, for a lot of folks. It’s funny, we even internally, you know, every quarter I’m hosting tours just for our upcoming, you know, new leaders that they don’t know what a reverse Logistics even is within our own company. And we do it and we’ve been doing it for years. So we do that internally. We also partner with a lot of universities and host tours for actually just here in a few weeks. We’ve got, you know, I.U. because, of course, Indiana, you know, some IU grad students that we every year we walk them and kind of take them through the facilities, because some of them, even though they’ve graduated, they still don’t know what they want to be when they grow out. Right. And and so it’s good to open up their eyes for different opportunities. And a lot of them, even if they have a supply chain degree, even within the supply chain, that there’s a little bit of a myth still on the reverse side of things.


[00:50:28] And interest gets to be an evangelist. And that’s one of the things I enjoyed the most 20 years ago, is becoming that evangelist, for example. How often do you take a management team or a buying team into the return center? They need to see it. You should have a meeting once a year, at least, maybe once a quarter, and have the buyers come to the facility and sit there in middle of all of that that’s going on. There’s an education that that’s not offered in any university, but that’s an education. And again, it’s sometimes probably feels maybe not as much Dittrich. But back at Phillips was like a wolf crying in the darkness, just saying, hey, pay attention here. This is going on. What can we do to fix this? And and so there’s a real evangelistic role about being in reverse Logistics, because not a lot of people know what it is still. It’s just.


[00:51:17] I agree. And you’re right. It’s a culture shock within the company. When we first started, it was very like, you know, it was it was very. Hard and different to get some of our internal partners to understand what we were doing and the purpose and things like that. But you’re right, we take some of our buyers down to our facilities all the time. And it’s you see that some of our facility service over 800 stores and you can see 800 stores of returns of the product you’re buying and you’re like, okay, something must be going on here. So it’s definitely eye opening business for. For even our internal partners.


[00:51:49] Absolutely. So much to dove into, especially the scale that you represent with with the Home Depot. But there’s so many gains being made and we need more evangelists really for the industry, for the Indian sports industry, but certainly for the reversals, the reverse Logistics component that arguably in Toyota, how you feel, but that that seems to be one aspect of the Indian Supply chain community that that there is a less proliferation of best practices. Not is unlike, you know, think of procurement, best practices or, you know, certainly the man planning these days is getting that time. I mean, you’ve where you turn, you can get plenty of expertise there. But it seems like only lately in the last decade or so, we’re finally starting to serve this need. Is that.


[00:52:42] Oh, absolutely accurate? Absolutely. Because really reverse Logistics returns were the where the dark side stepchild. There’s no question about that. As in Star Wars. Absolutely. And when you visit a center and you see that stuff, that’s me. It is so completely opposite than the supply chain. Right. You just referred to. You can make dramatic gains in packaging and. Right. And brand procurement and supply movement and and transportation because it’s all standardized. It’s nice, neat. But the reverse world is is completely opposite. And that’s why it is a challenge. And it’s so great to have people like trash around who recognize it’s more than just supply chain. It involves these other aspects. So very proud to have them and participating and being active in trying to do something to move the needle forward. It’s just it’s it’s fortunate that. Absolutely.


[00:53:34] Some of my favorite things we do, we we at our leadership level, we even trying to get some of our forward distribution centers, you know, kind of cross-pollinate our talent. And in one of my favorite things is whenever we bring over a new leader from from the for distribution side and ICN RLC, because they’re like, oh, I’m going from one warehouse to another. It’s really the thought. And and just to see the look on their face. And we give them usually a couple weeks and then I’ll go back and say so. And they’re just their eyes bug out of their head. They’re just like, wow, this is this is a whole nother beast. Now it’s very it’s very different then. So I would also challenge if some of the folks that are in the forward distribution side, you know, reach out, think about, you know, it is Logistics, but it’s a little bit more of a different dynamic, too, to kind of come up with solutions.


[00:54:21] We can start documenting that on video. Saka is like a perfect reality show opportunity. OK. So let’s. Tricia, you’re going to happen between Spot, but I’m hoping folks with Home Depot can be out at the reverse Logistics conference next month in February. Absolutely. Yes. Fantastic. And so, you know, we’re kind of rass we kind of bring this episode to a close. Tony, we’re excited about not only broadcast live out there, but also the program you’re assembling in February and chock full of keynotes and learning opportunities that are that really mirrors what we’ve been talking about the last hour. Right?


[00:54:57] Well, that’s that’s a huge opportunity. He’ll be a strong venue, a strong event, because we had over 650 registrants this past February. We’re expecting at least that or more this next February. We do have a couple of keynote speakers already established, one of which is John Jonathan Gold Vise President Supply chain side of the National Retail Federation. So there’s a focus on retail because Trish and the other retail partners that are in this world facing the returns issues are learning that the manufacturers now prefer to dump the problem on them. And that requires even more skills and even more understanding of a secondary market liquidation returns processing because the vendors who used to take back maybe 75 percent now only take back about 25 percent. And it’s caused a shift in the retailers to fear what they’re doing. And you can throw money at it as they’re finding out, but that that’s not always the solution. So the focus at the conference will be best practices in these areas. What’s what are the new tools? Tricia referred to the fact that there are virtually no reverse Logistics software companies out there. They just don’t focus on it. It’s such a challenge. So there’s a little bit of focus on that. There’s a focus on the equity investing that’s going on in the secondary market because we’re running out of warehouse space because warehouses are getting full of returns.


[00:56:19] So that’s an aspect of the industry that gets explored at our event. One of the popular aspects of of of the agenda. Two of them will be the fireside chat where Trish and 12 11 colleagues who are on the advisory board are able to address the audience and talk about their experiences, what they’ve gone through, what they’re doing and what they see for the RLA. The other one is, again, the sharing aspect. We have these interactive champagne roundtables and Trish and the other board members sit at the table and allow the attendance to sit there with them and ask the questions. And it’s not being recorded. It’s a friendlier audience again. It’s a goal of sharing best practices, not learning how much money you’re losing, making trading and things like that. It’s not about that. It’s about what kind of best practices are out there. So the conference we have, I’m really proud of it. It is the flagship of the industry. Again, it’s the only real event focused on this completely. And we do it around the world as we talked about. But in Vegas. And I want backup for one moment, because in addition to that national conference or international, we also have those events.


[00:57:32] You referred to the Home Depot Onsite One Day seminar, including a tour we just did, the one in Florida recently with Encompass the parts and logistics provider, reverse logistics provider. We have one coming up October twenty eighth in Austin, and that is with Dell, another one of the board members. And not only is Dell co-hosting the seminar, sending some of their people to talk about fraudulent returns and best practices, they’re allowing a tour for our guests of their command center, the Dell Aftermarket Command Center. I may have mentioned it looks like NASA. It’s very cool. So we’ll see how companies like Home Depot and at that level, the DLC h.p.’s of the world. They are focused on everything that happens after the sale and trying to take care of it. And that’s what people like Tricia do. And so that’s coming up October 28. It’s a Monday in Austin. Great city to be in. We’ll have a board meeting the week before. Also in Austin with eight of the 12 board members attending and then in Vegas, that’s coming in February. So not only is it a conference and expo, but Supply Chain Now Radio will be there broadcasting live.


[00:58:43] We’re we’re really excited about that. You mentioned Dell. Next week, we are going to be featuring one of Dell’s newest members, former president of the Apex chapter at Georgia Tech, current ag rule. He joined Dell. I want to say within the last year or so and he’s going to come on the show and I’m looking forward to it because kind of cardsharp, he’s sharper than me. So he’s not one of the folks that you’re talking about. But, you know, the folks that kind of once they get out into it, they kind of have an awaking an epiphany. Right. And and so I’m really curious to see it kind of now that Carns on the other side and he’s the he’s leading things in the real world. I can’t wait to hear kind of some of his early lessons learned at the, you know, within his first year of being in Supply chain great company. And look forward to their leadership at the event in February as well. Okay. What I feel like we could talk for hours on these topics, but we’ve we’ve been a lot of ground in about an hour. And Tony, want to make sure folks that want to get reach out to you and get plugged in. RLA, what’s the best way to do that?


[00:59:53] The best way is the Web site RLA. Dot org. Very easy to find us. We’re very transparent on their Web site. There’s even a picture of me with a phone numbers. They can come right after me if you need to. The rest of the management team, the advisory board is featured on there. Again, some information is hidden to protect their their lives. And the mission, the committees, the events that we have. The education is now that file is open. We have a free download. You can go to the site. There’s a big blue button says join the community, you join the community. You can pick out a white paper or some research that might benefit you. There is no end to learning in in reverse Logistics space. We learn every day and the tours are important. Whitepapers, the case studies, the presentations, the shared stories, everything relates to it. You never know when you can get two ideas and another two ideas and wind up with more than four ideas to create some make a real difference. I also talk about the fact that I hope Trisha’s had this experience where the company starts to recognize the impact you’ve had and you get a chance to become a hero.


[01:01:02] Mean salespeople and I spent a lifetime there too. You get to be a hero once in a while when your company exceeds its quota. The companies you’re calling on, they purchased something big in one year, but the next year never works that way. So in in the reverse Logistics space, you get to be a hero every day in so many ways. And if there’s a if there’s a feeling in anyone that want the. That kind of reward and not just a recognition of you hit your numbers or you beat your numbers, but that you’re making a difference. And it’s a huge difference on the bottom line. And that’s something that we get to experience in a reverse space. So I tell everyone that comes to the conference, you have a chance to be a hero at your company, steal borrow lists and try to get every idea you can go back to your company. And we’ve done some very creative things. Tricia was there last year when we introduced a Professor Wereley talking about quantum computing for reverse Logistics.


[01:02:06] And again, you’d never a quantum computing at a reverse Logistics conference, right? It’s. And there’s no bounce. It knows no bounds. And you go back to your company. And when everyone else in the world is talking about quantum computing for reverse Logistics in year two, you will look like a genius. That’s a that’s a that’s an absolute win. So I think you have the conferences coming up and starting to load up the schedule.


[01:02:31] Looking forward to that. You know, I don’t have to that quantum computing is above my pay grade. So I might check out some of your other sessions there. All right. So and you don’t have to be a member to attend the conference X and Expo’s. That right, Tony? You must be a member.


[01:02:47] You do not need to be a member. You should join the community so that you start to get information about it. You do not have to be a member to attend. There’s a separate registration rate, retailers and manufacturers, their rate is a little bit lower because they recognize they are the ones with the problem. So that literally anyone can attend. We have students, we have patrons, we have committee members. We have all levels of membership, corporate memberships, which include vouchers to attend. And yes, a consultant or student can pick up a line and buy themselves a registration to the event. It’s in fabulous Las Vegas in February. It’s it’s 115 degrees at that time of the year. So it’s not a bad place to be. It’s at the Mirage Hotel, one of the main strip establishments. Great facility will be in a grand ballroom. And the speakers will actually get to be on a real stage this time and kind of enjoying that opportunity. But again, all of our board companies will be there. Many, many, many member companies will be there and many nonmembers will be there as well.


[01:03:54] Loved that big opportunity. February 2020. Looking forward to that. Big thanks. Tony Sciarrotta. Reverse Logistics. SCAC. Trish Beam with the Home Depot. Really even George L’s time and all the ideas and content you shared thought leadership. Really? And want to have you back. You know you know who knows when you have it back? Trish, next year you might be up to 240000 tons. But big I mean, for enterprises, big is as they Home Depot is. I love how ya continue looking for ways. Move needle.


[01:04:28] We should give Home Depot a little credit. A lot of credit because it’s not just Trish. Trish works an entire department. They’ve got a director of sustainability that has been involved with us before. Joy Hix goes way back and a number of other specialized IDEC directors at that who are participating in that. So I don’t even know how large a department is anymore.


[01:04:50] Yeah, it’s growing. That’s the other thing. I mean, you mentioned it earlier, but like, once you get the company bought in and, you know, we’ve we’ve been you know, accolades have come from internally now we’re really investing even in our reverse network. So it’s it’s great to see what takes.


[01:05:05] Right. I’ll be deliberate about it. Okay. Big thanks to Tony and Trish for joining us here today. And as we wrap up today’s episode, as always, we’re going to invite our audience, come check us out in person. We’ve already touched on one big event we’re looking forward to in February. We’re gonna be at broadcasting live, interviewing a wide variety of folks out there, really spotlighting the content thought leadership. There’ll be you’ll be showcased at the Ahly conference next month. But other events that we are going to be at just around the corner, October 23rd, Ruby in Charleston Broadcasting Lab, the South Carolina Logistics Tech Talk in partnership with the South Carolina Council on Competitiveness. October 23rd, you can find more information there at SC Competes dot org. I can’t complain being in Charleston October. That is a nice city. Hopefully the heat, most of the heat, even though we’re where it’s been hanging out a little later this year. But looking forward to that. Austin, in November, we’re gonna be with our friends at the Offer Transport Logistics CIO forum on November 7th and 8th. Come check us out there. A new event we’ve just added to the calendar. CSICOP Atlanta is featuring Gail Rakowski, the exact director with NASCAR track. You might be familiar with Maastricht National Shippers Strategic Transportation Count Sieff. Greg was going to be here. I was gonna trip him up. On what? Acronym stood for Organ Broadcasting Law from that that CSC MP Atlanta event here in Atlanta. And Gail, who leads exac doctor with fast track.


[01:06:34] It’s me talking to the subject of how our regulations and legislation impacting your career costs. So that should be a very informative event. There we talked about Oregon be in Vegas in February and then Modoc 2020 were broadcast laughed throughout the four days here in Atlanta, one the largest Supply chain trade shows in North America. We’ve had a lot of news here, Tony. So not only have we reconvened, so the 2020 Atlanta Supply chain awards are being hosted by Moad Access. It’s a program put on by Supply Chain Now Radio Apex, Atlanta, CSC, MPE, Atlanta and the Metro Atlanta Chamber had a great first year thanks to great partners like the reverse Logistics, SCAC and many others. So we’re going to look at Bigger in 2020. So Knowledge’s mutex hosting us. Kristian Fisher Prezant, CEO of Georgia Pacific is going to be our keynote. And we’ve just finalized, Tony, that Sean Cooper does. Sean Cooper with the Atlanta Committee for Progress is going to serve as our emcee. Wow. And it was fantastic. She is she was formerly, if you’ve been in Atlanta. She was formerly the senior executive leader at the Lockheed Martin facility, rather, building a variety of aircraft and other things, and went on to be also chief transformation officer at Westrup, which was used to be Rock 10. So it’s wonderful to have a leader with that type of supply chain in the sporting experience. Come on in. And emcee our awards. And then one of the develop, we’ve had their time and we appreciate finalize and not only US partnership with the 2020 Lance Supply chain Awards, but we’re adding a reverse Logistics Excellence Award.


[01:08:13] It’s we are stealing blatently from a lot of yours. A wonderful verbage you have with you. But you’ve got to defer to the experts. Right. And we certainly have two of those in a room in the studio with us here today. Okay. You can learn more. Miura is free to go to MOAD, actually learn more at Moto X, show and look for our interviews with MHR, CEO and C.O.O.. We’re sit now with them on November 1st to learn more about what their team and of course, MHR are. The great groups, great folks behind shows like Pro, Matt and mutex. All right. What an episode. Big thanks once again. Tony Shroder, executive director with the Reverse Logistics Association. Trist Tricia Beam, director of operations with the Home Depot. Thanks so much for y’all’s time on a really busy Friday morning to our audience. Be sure to check out other upcoming events, replays of our interviews, other resources at Supply Chain Now Radio dot com. Again, you can find us an Apple podcast, SoundCloud, all the leading sites where podcasts can be found. Be sure to subscribe so you don’t miss anything on behalf of the entire Supply Chain Now Radio team. This is Scott Luton wishing you a wonderful weekend ahead and we’ll see you next time on Supply Chain Now Radio. Thanks, everybody.

Would you rather watch the show in action?

Watch Scott as he interviews Tony Sciarrotta and Trish Boehm for SCNR Episode 186 at the Supply Chain Now Radio studio.

Featured Guests

Tony Sciarrotta serves as Executive Director of the Reverse Logistics Association. He was nominated and selected by the Board to serve as the Executive Director on August 1, 2016. Since Mr. Sciarrotta had been an active member serving in committee leadership of Reverse Logistics Association since 2005, he had also served on the Board of RLA from 2005 to 2012 while employed at Philips Consumer Lifestyle as their Director of Sales & Marketing. So it was a simple decision for the selection team at RLA to approve Mr. Sciarrotta. Since his experience, qualifications and service to RLA was more than substantial to meet the requirement that was needed as the next Executive Director. Mr. Sciarrotta has held a variety of sales and marketing positions in the consumer electronics industry for over 35 years, most recently as the President of Reverse IT Sales & Consulting. Tony brings so much experience to the RLA team, including 25 years at Philips Consumer Lifestyle. His background helped prepare him for a developmental role as director for returns management activities, and in 1998 Tony was assigned to create and manage a cross functional department to reduce returns and their associated costs. He was successful at implementing effective returns policies and procedures with a variety of dealers, and in 2005, Tony assumed responsibility for maximizing asset recovery of all returned consumer goods. Tony has specifically targeted best avenues for reselling returned goods at the model level, by using tools developed with finance support. In 2013, after establishing best-in-class results for returns in the consumer goods industry, Tony retired from Philips and now sits on various committees and industry groups. Learn more about the Reverse Logistics Association here:

Trish Boehm joined The Home Depot team in 2010 as the General Manager of their first Reverse Logistics Center. She has held several roles of increasing responsibility in the Reverse space including Regional Asset Protection Manager and Regional Operations Manager. Trish is currently the Director of Operations and is responsible for engineering, transportation, systems, building services, labor planning and secondary market sales for the Reverse Logistics Network.


Scott W. Luton

Founder, CEO, & Host

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Nick Roemer

Host, Logistics with Purpose

Nick Roemer has had a very diverse and extensive career within design and sales over the last 15 years stretching from China, Dubai, Germany, Holland, UK, and the USA. In the last 5 years, Nick has developed a hawk's eye for sustainable tech and the human-centric marketing and sales procedures that come with it. With his far-reaching and strong network within the logistics industry, Nick has been able to open new avenues and routes to market within major industries in the USA and the UAE. Nick lives by the ethos, “Give more than you take." His professional mission is to make the logistics industry leaner, cleaner and greener.

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Katherine Hintz

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Katherine Hintz, MBA is a marketing professional who strives to unite her love of people with a passion for positive experiences. Having a diverse background, which includes nonprofit work with digital marketing and start-ups, she serves as a leader who helps people live their most creative lives by cultivating community, order, collaboration, and respect. With equal parts creativity and analytics, she brings a unique skill set which fosters refining, problem solving, and connecting organizations with their true vision. In her free time, you can usually find her looking for her cup of coffee, playing with her puppy Charlie, and dreaming of her next road trip.

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Kim Reuter


From humble beginnings working the import docks, representing Fortune 500 giants, Ford, Michelin Tire, and Black & Decker; to Amazon technology patent holder and Nordstrom Change Leader, Kimberly Reuter has designed, implemented, and optimized best-in-class, highly scalable global logistics and retail operations all over the world. Kimberly’s ability to set strategic vision supported by bomb-proof processes, built on decades of hands-on experience, has elevated her to legendary status. Sought after by her peers and executives for her intellectual capital and keen insights, Kimberly is a thought leader in the retail logistics industry.

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Kristi Porter

Host, Logistics with Purpose

Kristi Porter is VP of Sales and Marketing at Vector Global Logistics, a company that is changing the world through supply chain. In her role, she oversees all marketing efforts and supports the sales team in doing what they do best. In addition to this role, she is the Chief Do-Gooder at Signify, which assists nonprofits and social impact companies through copywriting and marketing strategy consulting. She has almost 20 years of professional experience, and loves every opportunity to help people do more good.

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Sofia Rivas Herrera

Host, Supply Chain Now en Espanol

Sofia Rivas Herrera is a Mexican Industrial Engineer from Tecnologico de Monterrey class 2019. Upon graduation, she earned a scholarship to study MIT’s Graduate Certificate in Logistics and Supply Chain Management and graduated as one of the Top 3 performers of her class in 2020. She also has a multicultural background due to her international academic experiences at Singapore Management University and Kühne Logistics University in Hamburg. Sofia self-identifies as a Supply Chain enthusiast & ambassador sharing her passion for the field in her daily life.

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Demo Perez

Host, Supply Chain Now en Espanol

Demo Perez started his career in 1997 in the industry by chance when a relative asked him for help for two just weeks putting together an operation for FedEx Express at the Colon Free Zone, an area where he was never been but accepted the challenge. Worked in all roles possible from a truck driver to currier to a sales representative, helped the brand introduction, market share growth and recognition in the Colon Free Zone, at the end of 1999 had the chance to meet and have a chat with Fred Smith ( FedEx CEO), joined another company in 2018 who took over the FedEx operations as Operations and sales manager, in 2004 accepted the challenge from his company to leave the FedEx operations and business to take over the operation and business of DHL Express, his major competitor and rival so couldn’t say no, by changing completely its operation model in the Free Zone. In 2005 started his first entrepreneurial journey by quitting his job and joining two friends to start a Freight Forwarding company. After 8 months was recruited back by his company LSP with the General Manager role with the challenge of growing the company and make it fully capable warehousing 3PL. By 2009 joined CSCMP and WERC and started his journey of learning and growing his international network and high-level learning. In 2012 for the first time joined a local association ( the Panama Maritime Chamber) and worked in the country’s first Logistics Strategy plan, joined and lead other associations ending as president of the Panama Logistics Council in 2017. By finishing his professional mission at LSP with a company that was 8 times the size it was when accepted the role as GM with so many jobs generated and several young professionals coached, having great financial results, took the decision to move forward and start his own business from scratch by the end of 2019. with a friend and colleague co-founded IPL Group a company that started as a boutique 3PL and now is gearing up for the post-Covid era by moving to the big leagues.

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Kim Winter

Host, Supply Chain Now

The founder of Logistics Executive Group, Kim Winter delivers 40 years of executive leadership experience spanning Executive Search & Recruitment, Leadership Development, Executive Coaching, Corporate Advisory, Motivational Speaking, Trade Facilitation and across the Supply Chain, Logistics, 3PL, E-commerce, Life Science, Cold Chain, FMCG, Retail, Maritime, Defence, Aviation, Resources, and Industrial sectors. Operating from the company’s global offices, he is a regular contributor of thought leadership to industry and media, is a professional Master of Ceremonies, and is frequently invited to chair international events.

He is a Board member of over a dozen companies throughout APAC, India, and the Middle East, a New Zealand citizen, he holds formal resident status in Australia and the UAE, and is the Australia & New Zealand representative for the UAE Government-owned Jebel Ali Free Zone (JAFZA), the Middle East’s largest Economic Free Zone.

A triathlete and ex-professional rugby player, Kim is a qualified (IECL Sydney) executive coach and the Founder / Chairman of the successful not for profit humanitarian organization, Oasis Africa (www., which has provided freedom from poverty through education to over 8000 mainly orphaned children in East Africa’s slums. Kim holds an MBA and BA from Massey & Victoria Universities (NZ).

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Adrian Purtill

Host, Logistics with Purpose

Adrian Purtill serves as Business Development Manager at Vector Global Logistics, where he consults with importers and exporters in various industries to match their specific shipping requirements with the most effective supply chain solutions. Vector Global Logistics is an asset-free, multi-modal logistics company that provides exceptional sea freight, air freight, truck, rail, general logistic services and consulting for our clients. Our highly trained and professional team is committed to providing creative and effective solutions, always exceeding our customer’s expectations and fostering long-term relationships. With more than 20+ years of experience in both strategy consulting and logistics, Vector Global Logistics is your best choice to proactively minimize costs while having an exceptional service level.

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Kevin Brown

Host, Logistics with Purpose

Kevin Brown is the Director of Business Development for Vector Global Logistics.  He has a dedicated interest in Major Account Management, Enterprise Sales, and Corporate Leadership. He offers 25 years of exceptional experience and superior performance in the sales of Logistics, Supply Chain, and Transportation Management. Kevin is a dynamic, high-impact, sales executive and corporate leader who has consistently exceeded corporate goals. He effectively coordinates multiple resources to solution sell large complex opportunities while focusing on corporate level contacts across the enterprise. His specialties include targeting and securing key accounts by analyzing customer’s current business processes and developing solutions to meet their corporate goals. Connect with Kevin on LinkedIn.

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Jose Miguel Irarrazaval

Host, Logistics with Purpose

Jose Manuel Irarrazaval es parte del equipo de Vector Global Logistics Chile. José Manuel es un gerente experimentado con experiencia en finanzas corporativas, fusiones y adquisiciones, financiamiento y reestructuración, inversión directa y financiera, tanto en Chile como en el exterior. José Manuel tiene su MBA de la Universidad de Pennsylvania- The Wharton School. Conéctese con Jose Manuel en LinkedIn.

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Vicki White


Vicki has a long history of rising to challenges and keeping things up and running. First, she supported her family’s multi-million dollar business as controller for 12 years, beginning at the age of 17. Then, she worked as an office manager and controller for a wholesale food broker. But her biggest feat? Serving as the chief executive officer of her household, while her entrepreneur husband travelled the world extensively. She fed, nurtured, chaperoned, and chauffeured three daughters all while running a newsletter publishing business and remaining active in her community as a Stephen’s Minister, Sunday school teacher, school volunteer, licensed realtor and POA Board president (a title she holds to this day). A force to be reckoned with in the office, you might think twice before you meet Vicki on the tennis court! When she’s not keeping the books balanced at Supply Chain Now or playing tennis matches, you can find Vicki spending time with her husband Greg, her 4 fur babies, gardening, cleaning (yes, she loves to clean!) and learning new things.

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Allison Giddens


Allison Krache Giddens has been with Win-Tech, a veteran-owned small business and aerospace precision machine shop, for 15 years, recently buying the company from her mentor and Win-Tech’s Founder, Dennis Winslow. She and her business partner, John Hudson now serve as Co-Presidents, leading the 33-year old company through the pandemic.

She holds undergraduate degrees in psychology and criminal justice from the University of Georgia, a Masters in Conflict Management from Kennesaw State University, a Masters in Manufacturing from Georgia Institute of Technology, and a Certificate of Finance from the University of Georgia. She also holds certificates in Google Analytics, event planning, and Cybersecurity Risk Management from Harvard online. Allison founded the Georgia Chapter of Women in Manufacturing and currently serves as Treasurer. She serves on the Chattahoochee Technical College Foundation Board as its Secretary, the liveSAFE Resources Board of Directors as Resource Development Co-Chair, and on the Leadership Cobb Alumni Association Board as Membership Chair and is also a member of Cobb Executive Women. She is on the Board for the Cobb Chamber of Commerce’s Northwest Area Councils. Allison runs The Dave Krache Foundation, a non-profit that helps pay sports fees for local kids in need.

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Billy Taylor


Billy Taylor is a Proven Business Excellence Practitioner and Leadership Guru with over 25 years leading operations for a Fortune 500 company, Goodyear. He is also the CEO of LinkedXL (Excellence), a Business Operating Systems Architecting Firm dedicated to implementing sustainable operating systems that drive sustainable results. Taylor’s achievements in the industry have made him a Next Generational Lean pacesetter with significant contributions.

An American business executive, Taylor has made a name for himself as an innovative and energetic industry professional with an indispensable passion for his craft of operational excellence. His journey started many years ago and has worked with renowned corporations such as The Goodyear Tire & Rubber Co. (GT) leading multi-site operations. With over 3 decades of service leading North America operations, he is experienced in a deeply rooted process driven approach in customer service, process integrity for sustainability.

A disciple of continuous improvement, Taylor’s love for people inspires commitment to helping others achieve their full potential. He is a dynamic speaker and hosts "The Winning Link," a popular podcast centered on business and leadership excellence with the #1 rated Supply Chain Now Network. As a leadership guru, Taylor has earned several invitations to universities, international conferences, global publications, and the U.S. Army to demonstrate how to achieve and sustain effective results through cultural acceptance and employee ownership. Leveraging the wisdom of his business acumen, strong influence as a speaker and podcaster Taylor is set to release "The Winning Link" book under McGraw Hill publishing in 2022. The book is a how-to manual to help readers understand the management of business interactions while teaching them how to Deine, Align, and Execute Winning in Business.

A servant leader, Taylor, was named by The National Diversity Council as one of the Top 100 Diversity Officers in the country in 2021. He features among Oklahoma's Most Admired CEOs and maintains key leadership roles with the Executive Advisory Board for The Shingo Institute "The Nobel Prize of Operations" and The Association of Manufacturing Excellence (AME); two world-leading organizations for operational excellence, business development, and cultural learning.  He is also an Independent Director for the M-D Building Products Board, a proud American manufacturer of quality products since 1920.

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Tandreia Bellamy


Tandreia Bellamy retired as the Vice President of Industrial Engineering for UPS Supply Chain Solutions which included the Global Logistics, Global Freight Forwarding and UPS Freight business units. She was responsible for operations strategy and planning, asset management, forecasting, and technology tool development to optimize sustainable efficiency while driving world class service.

Tandreia held similar positions at the business unit level for Global Logistics and Global Freight forwarding. As the leader of the Global Logistics engineering function, she directed all industrial engineering activies related to distribution, service parts logistics (post-sales support), and mail innovations (low cost, light weight shipping partnership with the USPS). Between these roles Tandreia helped to establish the Advanced Technology Group which was formed to research and develop cutting edge solutions focused on reducing reliance on manual labor.

Tandreia began her career in 1986 as a part-time hourly manual package handling employee. She spent the great majority of her career in the small package business unit which is responsible for the pick-up, sort, transport and delivery of packages domestically. She held various positions in Industrial Engineering, Marketing, Inside and On-road operations in Central Florida before transferring to Atlanta for a position in Corporate Product Development and Corporate Industrial Engineering. Tandreia later held IE leadership roles in Nebraska, Minnesota and Chicago. In her final role in small package she was an IE VP responsible for all aspects of IE, technology support and quality for the 25 states on the western half of the country.
Tandreia is currently a Director for the University of Central Florida (UCF) Foundation Board and also serves on their Dean’s Advisory Board for the College of Engineering and Computer Science. Previously Tandreia served on the Executive Advisory Board for Virginia Tech’s IE Department and the Association for Supply Chain Management. She served on the Board of Trustees for ChildServ (a Chicago child and family services non-profit) and also served on the Texas A&M and Tuskegee Engineering Advisory Boards. In 2006 she was named Business Advisor of the Year by INROADS, in 2009 she was recognized as a Technology All-Star at the Women of Color in STEM conference and in 2019 she honored as a UCF Distinguished Aluma by the Department of Industrial Engineering and Management Systems.

Tandreia holds a bachelor’s degree in Industrial Engineering from Stanford University and a master’s degree in Industrial Engineering and Management Systems from UCF. Her greatest accomplishment, however, is being the proud mother of two college students, Ruby (24) and Anthony (22).

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Marty Parker


Marty Parker serves as both the CEO & Founder of Adæpt Advising and an award-winning Senior Lecturer (Teaching Professor) in Supply Chain and Operations Management at the University of Georgia. He has 30 years of experience as a COO, CMO, CSO (Chief Strategy Officer), VP of Operations, VP of Marketing and Process Engineer. He founded and leads UGA’s Supply Chain Advisory Board, serves as the Academic Director of UGA’s Leaders Academy, and serves on multiple company advisory boards including the Trucking Profitability Strategies Conference, Zion Solutions Group and Carlton Creative Company.

Marty enjoys helping people and companies be successful. Through UGA, Marty is passionate about his students, helping them network and find internships and jobs. He does this through several hundred one-on-one zoom meetings each year with his students and former students. Through Adæpt Advising, Marty has organized an excellent team of affiliates that he works with to help companies grow and succeed. He does this by helping c-suite executives improve their skills, develop better leaders, engage their workforce, improve processes, and develop strategic plans with detailed action steps and financial targets. Marty believes that excellence in supply chain management comes from the understanding the intersection of leadership, culture, and technology, working across all parts of the organization to meet customer needs, maximize profit and minimize costs.

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Laura Lopez

Marketing Coordinator

Laura Lopez serves as our Supply Chain Now Marketing Coordinator. She graduated from Instituto Tecnológico y de Estudios Superiores de Occidente in Mexico with a degree in marketing. Laura loves everything digital because she sees the potential it holds for companies in the marketing industry. Her passion for creativity and thinking outside the box led her to pursue a career in marketing. With experience in fields like accounting, digital marketing, and restaurants, she clearly enjoys taking on challenges. Laura lives the best of both worlds - you'll either catch her hanging out with her friends soaking up the sun in Mexico or flying out to visit her family in California!

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Jake Barr


An acknowledged industry leader, Jake Barr now serves as CEO for BlueWorld Supply Chain Consulting, providing support to a cross section of Fortune 500 companies such as Cargill, Caterpillar, Colgate, Dow/Dupont, Firmenich, 3M, Merck, Bayer/Monsanto, Newell Brands, Kimberly Clark, Nestle, PepsiCo, Pfizer, Sanofi, Estee Lauder and Coty among others. He's also devoted time to engagements in public health sector work with the Bill & Melinda Gates Foundation. At P&G, he managed the breakthrough delivery of an E2E (End to End) Planning Transformation effort, creating control towers which now manage the daily business globally. He is recognized as the architect for P&G’s demand driven supply chain strategy – referenced as a “Consumer Driven Supply Chain” transformation. Jake began his career with P&G in Finance in Risk Analysis and then moved into Operations. He has experience in building supply network capability globally through leadership assignments in Asia, Latin America, North America and the Middle East. He currently serves as a Research Associate for MIT; a member of Supply Chain Industry Advisory Council; Member of Gartner’s Supply Chain Think Tank; Consumer Goods “League of Leaders“; and a recipient of the 2015 - 2021 Supply Chain “Pro’s to Know” Award. He has been recognized as a University of Kentucky Fellow.

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Marcia Williams


Marcia Williams, Managing Partner of USM Supply Chain, has 18 years of experience in Supply Chain, with expertise in optimizing Supply Chain-Finance Planning (S&OP/ IBP) at Large Fast-Growing CPGs for greater profitability and improved cash flows. Marcia has helped mid-sized and large companies including Lindt Chocolates, Hershey, and Coty. She holds an MBA from Michigan State University and a degree in Accounting from Universidad de la Republica, Uruguay (South America). Marcia is also a Forbes Council Contributor based out of New York, and author of the book series Supply Chains with Maria in storytelling style. A recent speaker’s engagement is Marcia TEDx Talk: TEDxMSU - How Supply Chain Impacts You: A Transformational Journey.

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Luisa Garcia

Host, Logistics with Purpose

Luisa Garcia is a passionate Marketer from Lagos de Moreno based in Aguascalientes. She holds a Bachelor’s Degree in Marketing from Universidad Autonoma de Aguascalientes, Mexico. She specializes in brand development at any stage, believing that a brand is more than just a name or image—it’s an unforgettable experience. Her expertise helps brands achieve their dreams and aspirations, making a lasting impact. Currently working at Vector Global Logistics in the Marketing team and as podcast coordinator of Logistics With Purpose®. Luisa believes that purpose-driven decisions will impact results that make a difference in the world.

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Astrid Aubert

Host, Logistics with Purpose

Astrid Aubert was born in Guadalajara, she is 39 years old and has had the opportunity to live in many places. She studied communication and her professional career has been in Trade Marketing for global companies such as Pepsico and Mars. She currently works as Marketing Director Mexico for Vector Global Logistics. She is responsible for internal communications and marketing strategy development for the logistics industry. She is a mother of two girls, married and lives in Monterrey. She defines herself as a creative and innovative person, and enjoys traveling and cooking a lot.

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Constantine Limberakis


Constantine Limberakis is a thought leader in the area of procurement and supply management. He has over 20 years of international experience, playing strategic roles in a wide spectrum of organizations related to analyst advisory, consulting, product marketing, product development, and market research.Throughout his career, he's been passionate about engaging global business leaders and the broader analyst and technology community with strategic content, speaking engagements, podcasts, research, webinars, and industry articles.Constantine holds a BA in History from the University of Illinois at Urbana-Champaign, and an MBA in Finance & Marketing / Masters in Public & International Affairs from the University of Pittsburgh.

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Scott W. Luton

Founder, CEO, & Host

As the founder and CEO of Supply Chain Now, you might say Scott is the voice of supply chain – but he’s too much of a team player to ever claim such a title. One thing’s for sure: he’s a tried and true supply chain expert. With over 15 years of experience in the end-to-end supply chain, Scott’s insights have appeared in major publications including The Wall Street Journal, USA Today, and CNN. He has also been named a top industry influencer by Thinkers360, ISCEA and more.

From 2009-2011, Scott was president of APICS Atlanta, and he continues to lead initiatives that support both the local business community and global industry. A United States Air Force Veteran, Scott has also regularly led efforts to give back to his fellow veteran community since his departure from active duty in 2002.

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Greg White

Principal & Host

When rapid-growth technology companies, venture capital and private equity firms are looking for advisory, they call Greg – a founder, board director, advisor and catalyst of disruptive B2B technology and supply chain. An insightful visionary, Greg guides founders, investors and leadership teams in creating breakthroughs to gain market exposure and momentum – increasing overall company esteem and valuation.

Greg is a founder himself, creating Blue Ridge Solutions, a Gartner Magic Quadrant Leader in cloud-native supply chain applications, and bringing to market Curo, a field service management solution. He has also held leadership roles with Servigistics (PTC) and E3 Corporation (JDA/Blue Yonder). As a principal and host at Supply Chain Now, Greg helps guide the company’s strategic direction, hosts industry leader discussions, community livestreams, and all in addition to executive producing and hosting his original YouTube channel and podcast, TEChquila Sunrise.

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Chris Barnes

Principal, Supply Chain Now
Host of Supply Chain is Boring

Talk about world-class: Chris is one of the few professionals in the world to hold CPIM-F, CLTD-F and CSCP-F designations from ASCM/APICS. He’s also the APICS coach – and our resident Supply Chain Doctor. When he’s not hosting programs with Supply Chain Now, he’s sharing supply chain knowledge on the APICS Coach Youtube channel or serving as a professional education instructor for the Georgia Tech Supply Chain & Logistic Institute’s Supply Chain Management (SCM) program and University of Tennessee-Chattanooga Center for Professional Education courses.

Chris earned a BS in Industrial Engineering from Bradley University, an MBA with emphasis in Industrial Psychology from the University of West Florida, and is a Doctoral in Supply Chain Management candidate.

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Tyler Ward

Director of Sales

Tyler Ward serves as Supply Chain Now's Director of Sales. Born and raised in Mid-Atlantic, Tyler is a proud graduate of Shippensburg University where he earned his degree in Communications. After college, he made his way to the beautiful state of Oregon, where he now lives with his wife and daughter.

With over a decade of experience in sales, Tyler has a proven track record of exceeding targets and leading high-performing teams. He credits his success to his ability to communicate effectively with customers and team members alike, as well as his strategic thinking and problem-solving skills.

When he's not closing deals, you can find Tyler on the links or cheering on his favorite football and basketball teams. He also enjoys spending time with his family, playing pick-up basketball, and traveling back to Ocean City, Maryland, his favorite place!

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Kevin L. Jackson

Host of Digital Transformers

Kevin L. Jackson is a globally recognized Thought Leader, Industry Influencer and Founder/Author of the award winning “Cloud Musings” blog.  He has also been recognized as a “Top 5G Influencer” (Onalytica 2019, Radar 2020), a “Top 50 Global Digital Transformation Thought Leader” (Thinkers 360 2019) and provides strategic consulting and integrated social media services to AT&T, Intel, Broadcom, Ericsson and other leading companies. Mr. Jackson’s commercial experience includes Vice President J.P. Morgan Chase, Worldwide Sales Executive for IBM and SAIC (Engility) Director Cloud Solutions. He has served on teams that have supported digital transformation projects for the North Atlantic Treaty Organization (NATO) and the US Intelligence Community.  Kevin’s formal education includes a MS Computer Engineering from Naval Postgraduate School; MA National Security & Strategic Studies from Naval War College; and a BS Aerospace Engineering from the United States Naval Academy. Internationally recognizable firms that have sponsored articles authored by him include CiscoMicrosoft, Citrix and IBM.  Books include “Click to Transform” (Leaders Press, 2020), “Architecting Cloud Computing Solutions” (Packt, 2018), and “Practical Cloud Security: A Cross Industry View” (Taylor & Francis, 2016). He also delivers online training through Tulane UniversityO’Reilly MediaLinkedIn Learning, and Pluralsight.  Mr. Jackson retired from the U.S. Navy in 1994, earning specialties in Space Systems EngineeringCarrier Onboard Delivery Logistics and carrier-based Airborne Early Warning and Control. While active, he also served with the National Reconnaissance Office, Operational Support Office, providing tactical support to Navy and Marine Corps forces worldwide.

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Enrique Alvarez

Host of Logistics with Purpose and Supply Chain Now en Español

Enrique serves as Managing Director at Vector Global Logistics and believes we all have a personal responsibility to change the world. He is hard working, relationship minded and pro-active. Enrique trusts that the key to logistics is having a good and responsible team that truly partners with the clients and does whatever is necessary to see them succeed. He is a proud sponsor of Vector’s unique results-based work environment and before venturing into logistics he worked for the Boston Consulting Group (BCG). During his time at BCG, he worked in different industries such as Telecommunications, Energy, Industrial Goods, Building Materials, and Private Banking. His main focus was always on the operations, sales, and supply chain processes, with case focus on, logistics, growth strategy, and cost reduction. Prior to joining BCG, Enrique worked for Grupo Vitro, a Mexican glass manufacturer, for five years holding different positions from sales and logistics manager to supply chain project leader in charge of five warehouses in Colombia.

He has an MBA from The Wharton School of Business and a BS, in Mechanical Engineer from the Technologico de Monterrey in Mexico. Enrique’s passions are soccer and the ocean, and he also enjoys traveling, getting to know new people, and spending time with his wife and two kids, Emma and Enrique.

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Kelly Barner

Host of Dial P for Procurement

Kelly is the Owner and Managing Director of Buyers Meeting Point and MyPurchasingCenter. She has been in procurement since 2003, starting as a practitioner and then as the Associate Director of Consulting at Emptoris. She has covered procurement news, events, publications, solutions, trends, and relevant economics at Buyers Meeting Point since 2009. Kelly is also the General Manager at Art of Procurement and Business Survey Chair for the ISM-New York Report on Business. Kelly has her MBA from Babson College as well as an MS in Library and Information Science from Simmons College and she has co-authored three books: ‘Supply Market Intelligence for Procurement Professionals’, ‘Procurement at a Crossroads’, and ‘Finance Unleashed’.

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Mary Kate Soliva

Host, Veteran Voices

Mary Kate Soliva is a veteran of the US Army and cofounder of the Guam Human Rights Initiative. She is currently in the Doctor of Criminal Justice program at Saint Leo University. She is passionate about combating human trafficking and has spent the last decade conducting training for military personnel and the local community.

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Amanda Luton

Vice President, Production

Amanda is a production and marketing veteran and entrepreneur with over 20 years of experience across a variety of industries and organizations including Von Maur, Anthropologie, AmericasMart Atlanta, and Children’s Healthcare of Atlanta. Amanda currently manages, produces, and develops modern digital content for Supply Chain Now and their clients. Amanda has previously served as the VP of Information Systems and Webmaster on the Board of Directors for APICS Savannah, and founded and managed her own successful digital marketing firm, Magnolia Marketing Group. When she’s not leading the Supply Chain Now production team, you can find Amanda in the kitchen, reading, listening to podcasts, or enjoying time with family.

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Clay Phillips

Business Development Manager

Clay is passionate about two things: supply chain and the marketing that goes into it. Recently graduated with a degree in marketing at the University of Georgia, Clay got his start as a journalism major and inaugural member of the Owl’s football team at Kennesaw State University – but quickly saw tremendous opportunity in the Terry College of Business. He’s already putting his education to great use at Supply Chain Now, assisting with everything from sales and brand strategy to media production. Clay has contributed to initiatives such as our leap into video production, the guest blog series, and boosting social media presence, and after nearly two years in Supply Chain Now’s Marketing Department, Clay now heads up partnership and sales initiatives with the help of the rest of the Supply Chain Now sales team.

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Trisha Cordes

Administrative Assistant

Trisha is new to the supply chain industry – but not to podcasting. She’s an experienced podcast manager and virtual assistant who also happens to have 20 years of experience as an elementary school teacher. It’s safe to say, she’s passionate about helping people, and she lives out that passion every day with the Supply Chain Now team, contributing to scheduling and podcast production.

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Chantel King

Social Media Manager

My name is Chantel King and I am the Social Media Specialist at Supply Chain Now. My job is to make sure our audience is engaged and educated on the abundant amount of information the supply chain industry has to offer.

Social Media and Communications has been my niche ever since I graduated from college at The Academy of Art University in San Francisco. No, I am not a West Coast girl. I was born and raised in New Jersey, but my travel experience goes way beyond the garden state. My true passion is in creating editorial and graphic content that influences others to be great in whatever industry they are in. I’ve done this by working with lifestyle, financial, and editorial companies by providing resources to enhance their businesses.

Another passion of mine is trying new things. Whether it’s food, an activity, or a sport. I would like to say that I am an adventurous Taurus that never shies away from a new quest or challenge.

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Lori Sofian

Marketing Coordinator

Lori is currently completing a degree in marketing with an emphasis in digital marketing at the University of Georgia. When she’s not supporting the marketing efforts at Supply Chain Now, you can find her at music festivals – or working toward her dream goal of a fashion career. Lori is involved in many extracurricular activities and appreciates all the learning experiences UGA has brought her.

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Katherine Hintz

Director, Customer Experience

Katherine is a marketing professional and MBA candidate who strives to unite her love of people with a passion for positive experiences. Having a diverse background, which includes nonprofit work with digital marketing and start-ups, she serves as a leader who helps people live their most creative lives by cultivating community, order, collaboration, and respect. With equal parts creativity and analytics, she brings a unique skill set which fosters refining, problem solving, and connecting organizations with their true vision. In her free time, you can usually find her looking for her cup of coffee, playing with her puppy Charlie, and dreaming of her next road trip.

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Mary Kate Love

Chief of Staff & Host

Mary Kate Love is currently the VP of marketing at Supply Chain Now focused on brand strategy and audience + revenue growth. Mary Kate’s career is a testament to her versatility and innovative spirit: she has experience in start-ups, venture capital, and building innovation initiatives from the ground up: she previously helped lead the build-out of the Supply Chain Innovation Center at Georgia-Pacific and before that, MxD (Manufacturing times Digital): the Department of Defense’s digital manufacturing innovation center. Mary Kate has a passion for taking complicated ideas and turning them into reality: she was one of the first team members at MxD and the first team member at the Supply Chain Innovation Center at Georgia-Pacific.

Mary Kate dedicates her extra time to education and mentorship: she was one of the founding Board Members for Women Influence Chicago and led an initiative for a city-wide job shadow day for young women across Chicago tech companies and was previously on the Board of Directors at St. Laurence High School in Chicago, Young Irish Fellowship Board and the UN Committee for Women. Mary Kate is the founder of National Supply Chain Day and enjoys co-hosting podcasts at Supply Chain Now. Mary Kate is from the south side of Chicago, a mom of two baby boys, and an avid 16-inch softball player. She holds a BS in Political Science from the University of Illinois at Urbana-Champaign.

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Joshua Miranda

Marketing Specialist

Joshua is a student from Institute of Technology and Higher Education of Monterrey Campus Guadalajara in Communication and Digital Media. His experience ranges from Plug and Play México, DearDoc, and Nissan México creating unique social media marketing campaigns and graphics design. Joshua helps to amplify the voice of supply chain here at Supply Chain Now by assisting in graphic design, content creation, asset logistics, and more.  In his free time he likes to read and write short stories as well as watch movies and television series.

Donna Krache

Director of Communications and Executive Producer

Donna Krache is a former CNN executive producer who has won several awards in journalism and communication, including three Peabodys.  She has 30 years’ experience in broadcast and digital journalism. She led the first production team at CNN to convert its show to a digital platform. She has authored many articles for CNN and other media outlets. She taught digital journalism at Georgia State University and Arizona State University. Krache holds a bachelor’s degree in government from the College of William and Mary and a master’s degree in curriculum and instruction from the University of New Orleans. She is a serious sports fan who loves the Braves. She is president of the Dave Krache Foundation. Named in honor of her late husband, this non-profit pays fees for kids who want to play sports but whose parents are facing economic challenges.

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