Joining Scott Luton and special guest host Will Chu in today’s episode of Supply Chain Now are two supply chain supremos in the form of Patrick Leblond, Director of Supply Chain Systems and Process Optimization at GAF, and his colleague Derek Heer, Supply Chain Systems & Process Optimization Manager. GAF is North America’s largest roofing and waterproofing manufacturer, with over 4,000 employees and 35 manufacturing operations spread across 27 locations in the US. Due to this formidable footprint, its supply chain is extremely multifaceted and nuanced, and it is Patrick and Derek’s job to ensure operations run as smoothly and efficiently as possible. This involves careful management and curation of a technology stack made up of different systems and software that sings in harmony. For example, a major priority for them right now is warehouse optimization, a multi-year project which involves the modernization of a legacy WMS platform. Patrick and Derek also spend a lot of time collaborating with and providing their own frontline insight to Will, who is the CEO and Co-founder of Vector, a yard management platform designed to increase visibility for supply chain personnel and their partners. Throughout the discussion, the trio touch on their working relationship…

In this episode of Supply Chain Now, host Scott Luton and special guest co-host Tevon E. Taylor welcome Lori Boyer, Head of Content Marketing at EasyPost, to unpack the post-purchase experience (tracking, claims, and returns) and how owning these moments drives loyalty and repeat purchase. Drawing on fresh consumer research, Lori explains why reliability and flexibility now outrank “free,” why brands, not carriers, are held responsible for delivery outcomes, and how proactive notifications can double as high-performing marketing touchpoints. Together, the panel dives into practical plays shippers can run today: cutting “where is my order?” calls with automated, branded tracking; removing friction with one-click USPS claims filing; and turning adverse events into brand-building recoveries. They also explore modern return realities. From fraud and “keep-the-item” policies to sustainability pressures, and how to reduce returns at the source with better product information, sizing guidance, and segmentation. If you ship anything in 2025, this fast-moving conversation is a field guide to protecting your brand promise after the buy button. This episode is hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton.   Additional Links & Resources Check out all the great resources and information mentioned…