Welcome to this episode of The New Warehouse Podcast, where Kevin chats with Rodney Galeano, Founder and CEO of Loki 3PL. Loki 3PL helps importers distribute and fulfill products across the United States, supporting both B2B and e-commerce operations.
Since launching the company just a year and a half ago, Rodney has grown the business into a new 100,000-square-foot facility in East Brunswick, New Jersey. In this conversation, he shares down-to-earth lessons from scaling a 3PL, what brands should look for in a logistics partner, and why customer service remains the most important differentiator in a crowded market.
Choosing a 3PL Is About More Than Price.
For many brands, as Rodney explained, “A decision of which 3PL you use is a big one.” Instead of just comparing rates, brands should evaluate leadership, operational experience, warehouse processes, reporting capabilities, and accountability measures.
He encouraged brands to look beyond sales presentations and ask tough questions when choosing a 3PL. What do the warehouse operations look like? What are the company’s standard operating procedures? How are mistakes handled?
He also stressed the importance of clear agreements. According to Rodney, “The brand should be able to hold the 3PL fully accountable.” That includes defining responsibilities for lost inventory, damaged products, and misshipments, as well as reporting expectations and performance metrics.
Why Smaller 3PLs Still Have an Advantage
As larger providers continue to expand their logistics offerings, many brands are evaluating whether to work with global operators or smaller regional providers. Rodney believes owner-operated 3PLs still offer meaningful advantages.
He noted, “I think there is a niche for the smaller 3PLs.” Unlike larger organizations, smaller providers often offer direct access to decision-makers and greater operational flexibility.
Rodney highlighted that “a smaller 3PL does things that the bigger one will not.” He pointed to examples such as relabeling thousands of units, handling product recalls, opening warehouses on weekends, and supporting urgent customer requests. He also believes responsiveness matters. During the discussion, he repeatedly emphasized the importance of answering calls, solving problems quickly, and being available when customers need help.
For growing brands, that flexibility can become a significant competitive advantage when supply chain disruptions or unexpected issues arise.
3PL Customer Service, Communication, and Accountability Drive Success
While warehouse space and technology are important, Rodney repeatedly returned to one theme: service. Loki recently expanded into a 100,000-square-foot facility after outgrowing two smaller warehouses. The company plans to continue growing, but Rodney believes customer service will remain the foundation of that growth.
He stated, “If they’re looking for service, reliability, strong leadership, and the best communication, Loki’s a wonderful option.” He also emphasized transparency. As Rodney explained, “We make mistakes, we own up to them. We communicate, we’re transparent, and then we do something about it.” Rather than hiding problems, he believes successful partnerships are built on honesty, accountability, and continuous improvement. Ultimately, Rodney’s philosophy is simple. “It’s the service. It’s everything.”
Key Takeaways
- Loki 3PL has grown into a 100,000-square-foot warehouse after just 18 months in business.
- The company supports both B2B fulfillment and direct-to-consumer e-commerce operations.
- Rodney recommends evaluating SOPs, reporting capabilities, and accountability measures when selecting a 3PL.
- Brands should establish detailed agreements that clearly define responsibilities and performance expectations.
- Smaller owner-operated 3PLs can provide greater flexibility and direct access to decision-makers.
- Customer service, responsiveness, and communication are core differentiators in the 3PL industry.
