A Dedicated Customer Service Team for your Fulfillment Services
The customer service business model at Fulfillment America has enjoyed great success. In fact, we believe that our focus on customer service is what has granted us the privilege of partnering with several clients throughout our 20 year existence. The governing principle of our business model is that each client is assigned a dedicated customer service team to guide daily activity and proactively resolve issues in a timely and efficient manner.
Within each dedicated customer service team there is always a primary (lead) and a secondary contact. Additional customer service representatives are assigned to a client depending on size and complexity of the account’s requirements. The client will have email and phone access to the primary contact during normal business hours, and cell phone availability during off hours in the event of an emergency or if previously-determined support is required for a specific business event, such as a physical inventory count or special receiving.
The secondary contact works closely with the primary contact on a daily basis to be familiar with all aspects of the account and to be able to seamlessly cover vacation or other outages.
Members of the customer service team have the following responsibilities:
- Monitor daily order processing, includes checking data imports and physical material receipts into the warehouse.
- Track inventory to ensure all service level agreements in place with the client are being met.
- Schedule jobs with the production team manager as needed by the client.
- Interface with the estimating production team to get quotes as needed for the client.
- If problems arise, immediately communicate with the quality team to initiate the standard Six Sigma driven process for corrective action in place at Fulfillment America.
The customer service team must perform the activities above while balancing the need to communicate with the client. The communication schedule and method is usually agreed-upon to ensure a good flow of data without inundating the client with unnecessary details. It is not uncommon to see members of the customer service team walking around the warehouse and production area to gather and relay information that will make the account operate more smoothly.
To learn more about other roles within the Fulfillment America organizational structure, please consult our website.