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Get in touchA people-first fulfilment transformation
A major beauty and cosmetics company partnered with Kuehne+Nagel to build a faster, more scalable U.S. fulfilment operation without compromising their end customer experience.
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Customer background
This company is a global leader in sustainable beauty and wellness, operating more than 3,000 retail outlets across 90 countries. Their portfolio also spans multiple beauty and cosmetics subbrands.
As the subbrands continued to grow, the company needed a fulfilment model that could keep pace with increasing multichannel complexity while preserving the premium experience customers associate with their brands.
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The challenge
The company’s main challenge was changing its fulfilment process without disrupting the customer experience. They needed a partner who could update the approach while maintaining the same level of service.
They needed to:
transfer operational responsibility smoothly to a new logistics partner
integrate an experienced fulfilment workforce into a new operating model
run and optimise an advanced automated solution during peak periods
build a foundation that could continuously improve and scale over time
The solution
In August 2024, this company and Kuehne+Nagel officially launched their U.S. contract logistics partnership, transitioning operations into a modern, automation-enabled fulfilment centre in Cranbury, New Jersey.
From the outset, both teams treated the project as a shared transformation, rather than just a handover.
A carefully managed operational takeover
Kuehne+Nagel assumed responsibility for the operation through a structured takeover approach, designed to prioritise continuity, stability and end customer experience. We aligned workstreams to ensure the transition was carefully communicated and executed without disruption, even as volumes fluctuated.
The result was a smooth go-live that allowed the operation to perform from day one.
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Putting people at the centre of the transition
One of the most important elements of the transition was the people behind the operation. Kuehne+Nagel worked closely with the company to integrate the existing fulfilment team into its Cranbury operation, recognising that their experience and operational knowledge were critical to success.
By applying a people-first transition model, most employees successfully moved into Kuehne+Nagel, preserving team stability and ensuring continuity on the warehouse floor. This approach helped create a shared culture while reinforcing operational and safety standards.
Turning automation into a daily advantage
The Cranbury facility is equipped with advanced automation technology originally invested in by the beauty and cosmetics company, and is now operated by Kuehne+Nagel. Rather than treating automation as a standalone system, dedicated operations and automation experts are embedded on site to ensure it delivers value every day.
Automation-driven workflows support higher throughput and accuracy. Ongoing monitoring and hands-on expertise ensure the technology is used to its full potential, including during peak periods.
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A roadmap that goes beyond go-live
From the beginning, both teams aligned on the idea that success wouldn’t stop at launch. Together, the company and Kuehne+Nagel established a shared roadmap for continuous improvement, focused on refining processes, optimising automation performance and preparing the operation for future growth.
Regular collaboration and performance reviews ensure the fulfilment model continues to evolve alongside the business.
Preparing for the next stage of digital maturity
Looking ahead, the partnership includes a future-focused digital roadmap, with plans to introduce advanced warehouse management capabilities with a new WMS. This next phase will enhance visibility, control and scalability, ensuring the operation remains resilient as customer expectations and channel demands continue to change.
[This partnership represents] legacy, innovation and partnership coming together under one roof.
James Markwart
Head of Contract Logistics North America
Partnership in action
At the Cranbury ribbon-cutting ceremony, James Markwart, Kuehne+Nagel Head of Contract Logistics North America, captured the spirit of the collaboration when he described seeing both company logos side by side as “legacy, innovation and partnership coming together under one roof.”
That sense of shared ownership has shaped the partnership from day one.
The impact
Today, the beauty and cosmetics company operates from a consolidated, automation-enabled fulfilment platform that combines operational excellence with long-term flexibility. Their partnership with Kuehne+Nagel has brought clear performance improvements. Together, the company and Kuehne+Nagel have established a roadmap to deliver sustained, ongoing enhancements, supporting continued optimisation and digital evolution.
By bringing together people, technology and expertise, the two teams built more than a fulfilment centre. They built a platform designed to grow with the business.
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