Mistakes happen, even to the best of businesses. How your logistics partner handles them can make or break a company. Before choosing a partner, you have to understand how it deals with inquiries regarding orders. If the fulfillment provider doesn’t field those types of calls it falls on you. If the fulfillment provider offers that service the process for handling complaints is important. It only takes one bad conversation with a customer service rep for you to lose even the most loyal customer.
If you don’t need the fulfillment house to provide customer service to your end customers, it’s still important to determine the level of support that your team will receive. Do they offer a single point of contact to answer your questions about inventory and orders? Do they conduct regular account reviews with your team to ensure quality standards are being met? The extent to which service is provided to your team will be a huge determinant of the overall success of your outsourced relationship.