In today’s competitive retail environment, having a strong fulfillment partner can make all the difference in a brand’s success. Recently, Diamond Fulfillment had the pleasure of partnering with a premium French cookware brand seeking to expand its footprint in the United States. From creating a custom website to managing customer interactions via a toll-free number and handling turnkey fulfillment, Diamond Fulfillment provided a comprehensive solution tailored to the client’s unique needs.
Client Profile
The premium French cookware brand approached Diamond Fulfillment with ambitious growth goals. They needed a reliable partner to support their expansion and streamline operations in the U.S. The partnership was initiated with a clear understanding: Diamond Fulfillment would be responsible for building a custom website, managing customer service calls, and executing all aspects of order fulfillment.
Operational Overview
Diamond Fulfillment designed and launched a custom website for the client, creating a seamless online shopping experience. Once the site went live, orders began to flow in – and the Service Center team sprang into action.
The Service Center team actively monitors the client’s inbox throughout the day for incoming requests, ensuring timely responses. They handle manual order processing, generating shipping labels, and ensuring each order is fulfilled accurately, including product details, re-orders, exchanges, and returns. Additionally, the team oversees inbound inventory via CARGO and domestic shipments, keeping a close eye on Advanced Shipment Notices (ASNs) to maintain clear communication about incoming products.
A dedicated Account Manager keeps everything running smoothly. The Account Manager plays a crucial role, from keeping an eye on inventory to handling inquiries, they are crucial to maintaining a high level of service. One key responsibility is to oversee orders for retail customers. Diamond uses EDI integrations and automated processes to ensure seamless order receipt and dispatch – always making sure that each order is packed and shipped according to the retailer’s specific guidelines and reducing the risk of chargebacks. They also do the following:
- Handling inquiries regarding product availability and delivery timelines, providing images to customers to ensure clarity
- Managing Inventory and forecasting what might be needed for upcoming sales to ensure that there is sufficient stock on hand
- Communicating with the internal team to inform them of what’s new and what coming, so everyone is prepared for potential increases in order volumes
- Managing chargebacks and disputes with retailers, if and when they happen, including keeping the client informed every step of the way
- Following up post-sale to ensure that everything went smoothly and address any issues or concerns
Our hands-on approach works! During the French cookware brand’s annual surveys with their customers to gather insights about their purchasing experiences and future ideas. Customers ranked the “packaging of product” at the highest level, a testament to the extra care taken during packing and shipping to ensure every package arrives without damage.
Stellar Results
The partnership with Diamond Fulfillment has yielded impressive results, showcasing the effectiveness of our people, our processes, and our dedication to client satisfaction:
- 99.93% order accuracy
- 100% of orders shipped by 2 PM on the same day.
- 100% of retailer orders are shipped on time, maintaining strong relationships with retail partners.
- Inbound inventory received and put away within 24 hours – much faster than the 72-hour SLA mandate
- Returns processed in under 48 hours – with a 100% accuracy rate
Conclusion
Through innovative solutions and dedicated account management, Diamond Fulfillment has proven to be an invaluable partner for the premium French cookware brand. By leveraging advanced fulfillment processing techniques and robust logistical frameworks, Diamond Fulfillment ensures that all aspects of the client’s operations run smoothly and efficiently. This partnership not only supports the brand’s growth ambitions but also enhances customer satisfaction, laying a strong foundation for continued success in the competitive U.S. market.
At Diamond Fulfillment, we believe our customers deserve the best – and we’re always willing to share our technology and expertise to help you get what you need. To find out how Diamond Fulfillment can help you with warehousing and fulfillment solutions or to get a tour of a fulfillment center in Chicago, you can contact us online or call us at 847-856-7700.