The power of human touch: Prioritizing people in logistics 

If you’ve ever stepped foot in a warehouse, you’ll notice it’s buzzing with activity. Associates are picking, packing, scanning, labeling, and restocking. Facility managers are hosting team meetings, checking in with staff, and giving customer tours.

Walking through a busy warehouse feels like stepping into a small community. You’ll see teamwork in action, from maneuvering forklifts to operating pick carts. The energy on the warehouse floor showcases the complexity of logistics. Every shipment is a coordinated effort requiring technology and people working seamlessly together.

The thing is, in today’s logistics landscape, there’s a heavy emphasis on automation and seamless technology. And, here’s the truth: while tech is essential, it’s only one part of the equation. Logistics thrives with human touch—prioritizing people and partnerships ensures success in the supply chain.

Recently, our VP of Fulfillment Peter Davis, sat down with eCom Logistics Podcast for a chat about WSI’s 500% growth powered by its people-centered approach. Let’s dive in! 

The myth: As long as your 3PL has good technology, you’ll be provided good service 

A common misconception is that as long as your 3PL (third-party logistics provider) has cutting-edge technology, you’re guaranteed excellent service. This idea oversimplifies logistics, where unpredictable challenges often arise.

While technology is vital for real-time visibility, integrations, and optimized fulfillment, it can falter. And when your technology falters, who picks up the slack? Your people on the ground floor. 

The truth: Human touch is essential in supply chain management

Behind every streamlined process, data-driven decision, and shipped order is a team of dedicated individuals ensuring operations move as intended. When something goes awry, human expertise is what allows logistics partners to pivot quickly. Technology provides data, but people turn that data into actionable strategies.

At the end of the day, supply chain management is about delivering value to customers. While technology enables faster deliveries and greater transparency, it’s the people behind the scenes who ensure customer satisfaction. From personalized communication to proactive thinking, human interaction builds trust and loyalty.

“Happy employees create happy customers,” says Peter Davis, VP of Fulfillment at WSI. “You quickly realize that people at all levels bring incredible value. Empathy is crucial to leading in logistics.”

The myth: As long as you hire talented people, you’re all set

Having talented people on your team is essential, but so is fostering their growth, engagement, and satisfaction. Do they have the right training? Are they equipped with the right tools? Are they happy and motivated? 

This is where culture comes in. A strong 3PL culture empowers people to do good work, and it starts with how your fulfillment partner approaches their team.  

The truth: Engaged teams deliver exceptional logistics experiences 

When warehouse associates are engaged and satisfied, they not only perform better, they also contribute to a safer, more efficient environment. 

At WSI, we understand that building engagement is about more than just processes; it’s about cultivating a culture where employees feel valued and empowered to do good work. 

Community engagement and recognition 

“Recognition is one of the greatest motivators for employees,” says Anjali Rattray, Director of Organizational Development at WSI. “A recent focus of ours has been to implement an employee recognition program to show appreciation and positive feedback.” 

In October, WSI launched a new employee recognition and reward platform. This program allows managers to provide feedback and rewards, both monetary and non-monetary. Employees can redeem points for rewards they value, reinforcing our appreciation for their hard work and dedication. This program will improve employee motivation and foster a people-first community. 

Safety-first environment 

Safety is one of WSI’s core values, and protecting the well-being of our employees is our top priority. We recognize and reward employee efforts to maintain a secure work environment. By taking these proactive measures and demonstrating our commitment to their safety, we have successfully reduced incidents and injuries across the company.

Training and skill development 

We know our warehouse associates are only going to be successful if they have the right training and tools. That’s why we offer regular training programs that allow employees to say up-to-date on technology, best practices, and unique SOPs. 

What makes world-class logistics service? 

Advanced fulfillment technology. Technology ensures precision and efficiency in every step of the supply chain. Plus, it offers merchants with real-time insights to track progress and make informed decisions. 

Commitment to true partnership. True partnership goes beyond transactions; it’s about shared goals and mutual success. The right 3PL will be proactive and committed to continuous improvement to ensure they’re always delivering better solutions. 

Most importantly, people who care. No 3PL is worth the time unless they enlist people who genuinely care about what they do. Hiring great people and fostering a positive culture ensure products are handled with care and attention to create long-lasting relationships. 

The logistics industry is always evolving, but one constant remains: the power of human touch. By prioritizing people and partnerships, logistics providers create more resilient supply chains for their customers. 

At WSI, we believe that when you invest in your people, you create a foundation for operational excellence and customer satisfaction. Because in logistics, success isn’t just about moving products—it’s about prioritizing people and partnerships.