Marr Bros., Inc., customer satisfaction comes first. It is our mission to provide our customers with the best possible service to meet their needs.
As a distributor of high quality products, we have a reputation to maintain which has been built over the years. The foundation of this reputation is rooted in the values of the owners and the employees. Pride in work and attention to detail is a hallmark of tradition. From these people comes your guarantee that any product distributed by Marr Bros., Inc. will be of top quality for your job specification today and in the future.
Marr Bros., Inc., a Dallas, Texas based distribution company with over 69 years' experience in the industry, is continually growing and setting new standards of efficient and quality customer service. Located in Dallas, the central hub for distribution in many fields with excellent transportation to all areas, allows us to provide our customers with outstanding service.
The office and warehouse are all located in one building adding to our efficient operation. We currently occupy approximately 35,000 square feet, which is also mostly double decked.
To start customers off in the right direction, we are constantly improving our commitment to customer service. Our Avaya phone system is the latest state of the art design which has helped in all areas of service. We have the capabilities to monitor all calls, agent productivity, abandon rates, on hold times, track peak incoming call times to just name a few. As for our customer service agents, we cannot say enough. All agents go through extensive training from in house training to factory training. We strive to have the best customer service department who is both knowledgeable and efficient. Our customer service department answers approximately 700 calls a day from our dealer base during our peak season. In addition, MTD Products forwards all calls within our territory from consumers which accounts for an additional 1,000 plus calls.
Our operation allows customers to place orders 24 hours a day by facsimile, EDI and Ed-n Dealer Express, D-Zone and Hub Tone service. Telephones are answered by a sales staff that responds quickly to service questions as well as fulfilling parts needs, and with our multiple T1 phone lines and our hours consisting of 8:00 a.m. to 5:00 p.m. Monday – Friday to ensure timely responses to servicing dealers, consumers and mass merchant's service requirements.
Our shipping department is efficiently designed to meet the daily demands of distributing a large number of packages within 24 hours. An integrated shipping manifest system and a wide variety of freight carriers also permits us to ship at the lowest rates with the fastest delivery time, usually overnight in most of our territory. All orders in by 4:00 P.M. are shipped out same day.
Training is an area that remains a vital part of our business. Over the years we have trained thousands of dealers and students of trade schools and colleges. We average over 65 schools a year and have a participation of over 1250 students.
Our computer services department employs many systems designed to help us meet our customer's needs. Some of the services performed by the computer department include order entry, e-dn, invoicing, shipping, accounts payable, accounts receivable, and inventory control. This allows us to react faster to a rapidly changing industry, whether it's carrying a new line or re-designing systems to be sure that we do not ignore new technology that may assist us in the business of getting parts to customers as fast as possible. Other capabilities include price diskette conversion on most of our manufactures, in-house publishing of catalogs, sales circulars, business documents, telephone call routing and voice mail services. In addition, we utilize UPS's Worldship manifest system to expedite package shipments, on-line direct package tracking with UPS, computer to computer EDI Links with our computerized suppliers or customers and e-dn for dealer parts inquiries and order entry.
Purchasing is one area we critique every year to try and improve on procedures and ordering techniques that will increase fill rates, reduce inventory levels and take advantage of various freight programs and incentive discounts offered by manufacturers. In our warehouse, we breakdown our parts into two areas: fast moving – Top 450 parts (Code 1 items) and regular inventory (code 2 & 3) of the remaining. We strive to maintain the highest fill rates in the industry.
Marr Bros. outside sales team has over 75 years of combined experience in the industry. The knowledge of our sales staff has made our dealer relationships great and sales program participation increases every year as a result. Dealers also know that our territory managers are just a phone call away because of our NEC phone system; salesmen are notified of any messages left within minutes to help speed the process of call backs.
Marr Bros. success and growth is due to the capabilities, compatibility and knowledge of our key personnel and management team with an ever changing market. Their abilities assure continued growth in the years ahead.