With online shopping reaching new heights this year, there are countless issues and concerns when it comes to e-commerce logistics. Each brand is unique and requires individual attention from all partners to ensure their operations are running smoothly. That’s why here Fulfyld, it is standard procedure for each of our customers to receive their own dedicated account manager. The account manager serves as their main point of contact and oversees their fulfillment operations, ensuring orders are going out quickly, efficiently, and accurately every time. Hiring a 3PL service can be a lifesaver for some businesses, but the level of customer service is crucial when it comes to deciding who to hire.
To better explain the value of dedicated account management, watch the video or read the transcript below!
Q: What is an account manager?
Kelsey: My team is the point of contact for all of our clients so all of our account managers are going to be the liaison for each one of these clients. They reach out to us in regards to any questions or concerns they may have regarding their account or their orders. We’re also responsible for making sure that everything is operating smoothly.
Q: How do you uniquely cater to the needs of your clients?
Kelsey: Something that we pride ourselves on here is first-person resolution, right? We don’t want you to have to reach out to a bunch of different people to try and find the answer to your question. So, with an account manager there, you are able to reach out just to this one person and they’re able to use all their resources that are available to them to go ahead and address that concern and make sure that everything is taken care of accordingly. You’re never going to contact your account manager and they’re going to say “Oh we need you to reach out to this person” or “Oh we need you to reach out to this person”, right? First-person resolution as soon as you reach out to us, were going to take care of that problem.
Paul: The biggest thing I would say is probably the communication, having that point of contact, someone who knows the ins and outs of their company. We have people who are brand new, startup companies and then we have enormous size customers who are doing 50,000-100,000 orders a month. And you know those customers, whether they’re smaller or larger, they need every bit of attention from somebody and having that direct line to it is the best thing.
Q: How often do you communicate with the operations team?
Kelsey: We speak with the operations team pretty consistently… I mean there’s never a day that goes by where I don’t work directly with our operations team. So, I mean that’s something good about having an account manager here at a fulfillment company, somebody that you can reach out to is that I work so closely with, of course, the rest of the team members here, whether it be operations or billing. Any questions that they have, there’s nothing that’s come through our inboxes that we can’t answer.
Q: What it is like working in the warehouse?
Kelsey: It helps out a whole lot. If we ever need to quickly expedite an order that’s already in processing or if we need to cancel an order really quickly, we’re able to run into the warehouse from our offices, it’s only about maybe, what, a 4 second walk? So, we are able to come out here pretty quickly and get those addressed for you. We don’t have to try and communicate with operations you know remotely. We are here, in house, and we are here to help.
Paul: Our customers sometimes have very immediate needs that, you know, if it went to a support team, they’d have to reach out to our warehouse, etc., it would just go on and on. The great thing is, they can reach out directly to me, come out and get the product, I mean I can ship it myself if need be.
Q: What are some experiences you have personally helped customers with?
Kelsey: There is not much I haven’t helped my customers with. I mean anything from order modification, if we need to make a last-minute change to an order or a ship method, or if it needs to go out overnight shipping instead of standard shipping … I mean we do a lot to try and make sure everything is operating smoothly here on our end and making sure we are adjusting for those little nuances.
Paul: I’ve gone jumping into our bins to go pull orders out, I’ve done exact inventory counts for them on the spot, we’ve had customers that wanted us to FaceTime, show them the bins… things like that. Basically, anything that could take time away from our warehouses’ day to day work… you know it’s something I can usually jump in and do for them.
Q: What issues can customers run into without their own account manager?
Kelsey: Nothing is more frustrating than needing to cancel an order or change a shipping address or make any of these small modifications and not being able to do so because you can’t get in contact with somebody. I think that would be a huge disconnect there between the client and the company themselves. If we’re working as an extension of your brand, we need to be available for you and that’s something that we prioritize.
When we talk about uniquely catering to all of our clients, right, I mean it’s that first-person resolution, that personal touch, making sure that we are the guardian angel for whatever request that you had for us.
Want to learn more?
If you desire to take your business to the next level, let the best company for ecommerce fulfillment services handle all of your fulfillment needs while you focus on building your brand. Contact us today and speak to a member of our dedicated team to discover if Fulfyld is the right fit for your company.