www.inddist.com September/October 2016 / INDUSTRIAL DISTRIBUTION 15
also recently launched a pilot for a LED lighting service
program, which will go live across the country by the end
of September. Additionally, Global is in the late stages of
forming an inventory management program, which will
be pushed out nationally as well.
Beyond that, Global is piloting same-day delivery for
orders placed within 50 miles of a distribution center.
That service can be especially valuable to customers in
urgent need of a product. They can search Global’s mobile
website, place an order and get it that same day if they’re
within that 50-mile radius. Another ongoing pilot is a
program for its website that informs customers if they are
within that 50-mile range, in which case Global will drop-ship their order to them that day.
“All those are happening together, and we’re making
sure we position it to our customers so they see there’s
a big financial impact for them,” Rossman says. “Those
services provide benefits for safety and government regu-
lations, but beyond that, there’s a big financial compo-
Another growing service channel for Global Industrial is
its export business for international customers. While still
relatively small, the channel has grown by double-digit
percentages for several years. Global has bilingual sales
reps dedicated to calling on and taking calls from inter-
national customers. The company is also implementing
website capabilities for customers to place and ship small
Those newer services are in addition to the company’s
well-established online chat function for customers and
live customer service reps available seven days a week.
“All our channels communicate those services,” Mairaj
Success In Trying Times
says. “Once you connect with Global Industrial, you have
all those options and touchpoints at your service. Our call
volume for inbound sales is a testament to that.”
Once all the new value-added services are in place, they
will open an array of new touch points for Global Indus-
trial to help and interact with its customers. The challenge
the company is currently facing is how to communicate
those services to current and potential customers and to
change any perception that the company is just a pro-
curer of products.
Global Industrial has doubled its salesforce in the last
three years, growing its product line from 500,000 SKUs
to more than 1.5 million in that same time. Still, Rossman
says a lot of people’s perception of the company’s offer-
ing is narrow.
“We’re doing an aggressive job to get that message
out, but we have a lot of runway with a lot of customers
who don’t know what we can offer,” Rossman says.
To help spread the company’s message, Global held
has been holding one-day regional customer shows
throughout 2016. The first was in Buford, GA in March,
followed by Robbinsville, NJ in May; Port Washington, NY
on July 7; Pleasant Prairie, WI on Aug. 4; and Las Vegas,
NV on Oct. 20.
With end markets showing weakened demand across
what seems like the entire industrial products sector,
almost no industrial distributor is immune to its effects,
and that includes Global Industrial. Even so, the company’s broad product selection has allowed it to achieve
continued growth each quarter thus far since the industrial recession began in the summer of 2014. Systemax
reported its 2016 second quarter fiscal performance on
Products await shipment in Global
Industrial’s Robbinsville, NJ warehouse.