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Top 10 ways to deal with customer complaints

How to turn client complaints into a winning opportunity for your business.

At SBC Fulfillment we always strive to provide excellent customer service. After all, we are in a service business. Several of our clients are ecommerce companies, and SBC provides their order fulfillment from our Atlanta warehouse. Whether you’re a large company or small business, you’re likely to have to deal with a client complaint at some point. It’s not always a reflection on your business approach; if you’re juggling several clients at once the odds are that there will be at least one person who isn’t completely satisfied at any one time.

While it’s easy to play the blame game when things go wrong, if you want to keep the client the best thing is to remain professional and tackle problems quickly and methodically. Solving a problem effectively can also be a great opportunity for your business to create happy clients and perhaps even generate new referrals.

Top tips

1. Quick thinking: Once you receive a complaint, don’t leave it. Reply to the letter, email, phone call, blog post or tweet as soon as possible, no matter how outrageous you might think it is.

2. Observe and take note: Try and be open-minded and understanding about the situation. Write down anything you feel is important and ask questions.

3. Make an apology: Regardless of your opinion, offering some form of apology can help. While in some cases it may not be legally advisable to apologise, you can still say ‘I’m sorry you feel that way’, ‘I’m sorry that wasn’t our intention’, or ‘I am sorry for your inconvenience’. This shows your sympathy and may help to calm the situation.

4. Be composed: In high stress situations it’s easy to become irritable, but if you allow this to happen you might say something you regret which could have repercussions for the business. If find yourself becoming irritated, suggest that you’ll call the client back and try to take some time out for yourself to calm down.

5. Be positive: Try and take an optimistic approach to the problem and focus on what you can do to help rather than what you can’t do.

6. Think of your business: Whilst you are dealing with a complaint, show genuine concern. This could help turn the situation into a positive outcome, helping with future business dealings and ultimately aiding your reputation as a company.

7. Communicate regularly: Keep your client in the know if the problem cannot be solved straight away. They will only become irritated if they don’t know what’s happening, so stay in contact and explain how you’re tackling the problem.

8. Own the problem: If the problem is yours, take responsibility for it solve it as best you can. If it’s not down to you, find out who is involved and make sure you delegate it properly so that all parties know who is responsible for correcting it. As the first point of contact, the client  or customer will be looking to you for answers, so make sure you address that straight away and don’t just leave them hanging on.

9. Discover the reasons: As well as solving the problem in the here and now, it’s important to understand why the problem happened so it can be avoided in the future. Make a note of lessons learnt and see what you can do to change your processes to ensure it doesn’t happen again.

10. Serious complaints: If you’ve tried to resolve the problem without success, it might be time to call in a third party such as a legal adviser who can offer more impartial advice and a new perspective on the problem.

Top 10 ways to deal with customer complaints

How to turn client complaints into a winning opportunity for your business.

At SBC Fulfillment we always strive to provide excellent customer service. After all, we are in a service business. Several of our clients are ecommerce companies, and SBC provides their order fulfillment from our Atlanta warehouse. Whether you’re a large company or small business, you’re likely to have to deal with a client complaint at some point. It’s not always a reflection on your business approach; if you’re juggling several clients at once the odds are that there will be at least one person who isn’t completely satisfied at any one time.

While it’s easy to play the blame game when things go wrong, if you want to keep the client the best thing is to remain professional and tackle problems quickly and methodically. Solving a problem effectively can also be a great opportunity for your business to create happy clients and perhaps even generate new referrals.

Top tips

1. Quick thinking: Once you receive a complaint, don’t leave it. Reply to the letter, email, phone call, blog post or tweet as soon as possible, no matter how outrageous you might think it is.

2. Observe and take note: Try and be open-minded and understanding about the situation. Write down anything you feel is important and ask questions.

3. Make an apology: Regardless of your opinion, offering some form of apology can help. While in some cases it may not be legally advisable to apologise, you can still say ‘I’m sorry you feel that way’, ‘I’m sorry that wasn’t our intention’, or ‘I am sorry for your inconvenience’. This shows your sympathy and may help to calm the situation.

4. Be composed: In high stress situations it’s easy to become irritable, but if you allow this to happen you might say something you regret which could have repercussions for the business. If find yourself becoming irritated, suggest that you’ll call the client back and try to take some time out for yourself to calm down.

5. Be positive: Try and take an optimistic approach to the problem and focus on what you can do to help rather than what you can’t do.

6. Think of your business: Whilst you are dealing with a complaint, show genuine concern. This could help turn the situation into a positive outcome, helping with future business dealings and ultimately aiding your reputation as a company.

7. Communicate regularly: Keep your client in the know if the problem cannot be solved straight away. They will only become irritated if they don’t know what’s happening, so stay in contact and explain how you’re tackling the problem.

8. Own the problem: If the problem is yours, take responsibility for it solve it as best you can. If it’s not down to you, find out who is involved and make sure you delegate it properly so that all parties know who is responsible for correcting it. As the first point of contact, the client  or customer will be looking to you for answers, so make sure you address that straight away and don’t just leave them hanging on.

9. Discover the reasons: As well as solving the problem in the here and now, it’s important to understand why the problem happened so it can be avoided in the future. Make a note of lessons learnt and see what you can do to change your processes to ensure it doesn’t happen again.

10. Serious complaints: If you’ve tried to resolve the problem without success, it might be time to call in a third party such as a legal adviser who can offer more impartial advice and a new perspective on the problem.

Tags: customer service | ecommerce | order fulfillment | atlanta warehouse

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by Angela Cavallari Walker

According to a statement released by AmericasMart Atlanta, the U.S. economy presents a positive outlook in the new year for the retail industry. The giant marketplace will host eight shows throughout 2010 featuring local and international vendors.

The Atlanta International Gift & Home Furnishings Market Show held earlier this month set new benchmarks and record buying. One reason for this upward trend is the expansion of new product categories and product introductions. Increasingly, retailers, manufacturers, and importers looking to gain exposure of their newly introduced products are turning to these shows to debut their wares.

Exhibitors continue to be a mixed bag of specialty shops, first-timers, multi-store retailers and longtime AmericasMart vendors. One newcomer, Cumberland Designs was able to successfully promote two new products. The online retailer carries a line of collegiate logo products including: pumpkins, wax and LED candles.

Cumberland partnered with SBC Fulfillment last year to design and create their website using Magento-a leading eCommerce software. Additionally, SBC handles Cumberland's fulfillment services including: warehousing, kitting, packaging and shipping.

AmericasMart hopes that this momentum will continue to bring back confidence for consumers and retailers in and beyond 2010.

Tags: fulfillment | magento | retail | georgia | ecommerce | economy

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by Angela Cavallari Walker

According to a recent study conducted by Performics, online shopping got an early start this holiday season.  "2009 Online Buyer Econ

omic Trends" found that one in five consumers got a jump on the bustling season starting as early as September. Of those shoppers, 29% started sooner than prior years.

The confusion and stress of traditional black Friday shopping has pushed consumers to keyboards instead of parking lots.  "You have to decide what is worth your time and frustration," said online shopper Denise Wall.  For Wall, no-hassle ordering and free shipping were big factors for shopping at home this holiday.

Wall decided against standing in line for more than two hours at a local Wal-Mart, and stayed home to peruse online ads in her pajamas instead. Online shopping trends have E-commerce retailers scrambling to meet the early demands of consumers. Popular stores such as Lands End and Zappos.com promoted their black Friday sales and wares to compete with more traditional brick-and-mortar retailers like Wal-Mart and Target.

By outsourcing their fulfillment needs, online retailers can compete in a hard economy and make a lasting impression during the busy holiday season. "Retailers are able to concentrate on product development and marketing," says Brian Schoenbaechler President of SBC Fulfillment.

Fulfillment companies offer more than just pick-pack-and-ship operations, and the E-commerce industry has taken notice. Full-service fulfillment solutions are now specialized to meet the unique requirements of retailers. This year, SBC rolled out a new E-commerce application called Magento Connect, which allows online retailers to directly tie-into SBC''''s fulfillment products.

"We can offer online retailers the leverage to make a lasting first impression for their business during the peak holiday season and throughout the new year,” says Schoenbachler.

To learn more about fulfillment services click here

Tags: christmas | online | fulfillment | ecommerce | shopping | holiday

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by Angela Cavallari Walker

Today's small business owners are turning to fulfillment outsourcing as a way to reduce their shipping costs, manage and control their inventory and streamline their processes. According to Brian Schoenbaechler, President of SBC Fulfillment, this not only gives merchants more control of shipping and packaging costs but allows owners to focus on increasing their bottom line. “Business owners want to spend more time on what they do best, which is running their business,” says Schoenbaechler.  Here are a few questions and answers to help navigate the best time and solution when seeking a fulfillment partner.

What is fulfillment outsourcing?
Simply stated, fulfillment outsourcing is the practice of using an outside vendor to store inventory and ship product to customers as orders are received. Other terms related to outsourcing fulfillment include: 3PL (third Party Logistics), outsourced warehousing and distribution centers. Over the years, fulfillment outsourcing has become a preferred method of managing back-office operations. Companies such as, SBC Fulfillment focus on handling this arduous task which can be costly and time-consuming.

Why not rent or build your own warehouse space?
According to Schoenbaechler, the estimated cost of renting and maintaining just 20,000 square feet of warehouse space can run as high as 100,000 annually. “This doesn't include other variables such as the liability of hiring employees to manage this space,” says Schoenbaechler.  Fulfillment companies are able to charge merchants a fixed cost for only the space that they use to store their inventory. Additionally, fulfillment companies typically offer larger warehouse space enabling merchants to expand and grow their business.

What role can a fulfillment network play in the world of Ecommerce?
Whether you are using USPS, FedEx, or UPS to deliver your goods your shipping was already being outsourced. Today, fulfillment companies are turning to technology to ease outsourcing for Ecommerce and traditional merchants. This “glass warehouse” concept gives businesses the ability to view their inventory, track and ship their orders all online from anywhere.  SBC has taken this technology a step further by offering a product called, Magento Connect - an application that allows current or new Magento customers to plug into SBC's warehouse management system.

When should a business consider outsourcing fulfillment?
Every business is different but all share the common goal of increasing productivity and profit. Here are some points to ponder when thinking of a good time to outsource.

Growth periods- As business sales increase so do does the need to be prepared to handle the volume without any hiccups.

Reducing costs- Outsourcing is a good way to view your current expenditures and cut your current costs.

Global growth- International growth can be risky. By outsourcing you assume less of that risk and are able to test the market without investing additional time and cost.

What should businesses look for when seeking a fulfillment company?
A good place to start would be through a referral. This could be a fellow business owner that you trust or through the Better Business Bureau .  Either way, you want to find a fulfillment partner that you can trust.  Here are a few other questions you should ask before making a decision.

Do you offer a trial period?  Before handing over your entire inventory see if the fulfillment company can provide a trial period for a smaller amount of inventory.

What software platform do they offer?  You will want to make sure that you are able to plug into their warehouse management system without the cost of purchasing software.

What is the location of their warehouse? Is the warehouse location/locations centrally located to where you will be shipping?

What are the terms and pricing of their contracts? Be sure to look for hidden costs and long-term contracts.

To learn more about fulfillment outsourcing or to obtain a quote click here

Tags: outsourcing | fulfillment | warehousing | ecommerce | georgia | magento

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When Brian Schoenbaechler, President and CEO of SBC Fulfillment, was seeking a WMS (Warehouse Management System) he wanted a solution that would bring together two key technology components to his customers: collaboration and communication. “In talking with customers and prospects, they wanted to be able to see their inventory from anywhere,” says Schoenbaechler. This solution can be best described by SBC as a “glass warehouse” where clients are able to order, ship, track and view their entire inventory.

The solution? SmartTurn, an on demand inventory and warehouse management system with all the tools that businesses need to succeed from a fulfillment standpoint. As a small company, SBC Fulfillment needed to have high technology to position themselves as a leader in the industry.

The biggest deciding factors for SBC involved cost and a team that would be able to support their needs and their clients'' needs. “The setup process was so easy and seamless for us, and their technology team was very informed,” says Schoenbaechler.   The biggest impact for SBC has been the reaction from customers and prospects. The lower cost and higher functionality has allowed SBC to position themselves as a fulfillment solutions leader.  “Overall we are a better value to our customers.”

Recently, SBC expanded it''s offerings to include a Magento application. Magento is a powerful e-commerce platform that allows online merchants to begin and expand their growth. As SBC''s customers began moving their e-commerce to Magento, SBC set out to bridge the gap between their existing technology and SBC''s technological offerings allowing them to tie into SBC''s fulfillment services. The developed integration is called, Magento Connect- an easy integrable solution very similar to Apple''s popular iphone applications.

According to Schoenbaechler, rising energy costs are going to lead to more localized fulfillment and distribution. SmartTurn allows SBC''s customers to have several locations. “They have solved a lot of the challenges of multi-locations from the IT perspective.”

Click here to see a full interview with Brian Schoenbaechler on SmartTurn''s technology solutions

Tags: warehouse | fulfillment | atlanta | technology | outsourcing | ecommerce | magento

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by Angela Cavallari Walker

Local outdoors store The Gear Revival sets their sights on increasing its online sales through fulfillment company’s e-commerce offerings.

North by southeast

The Gear Revival specializes in selling new and refurbished outdoor equipment to enthusiasts at its retail Atlanta location and ships online orders all over the United States.

TGR virtually got its start in April of 2005 when founders Mitch Davis and David Kramer were looking for ways to recoup money from leftover outdoor product samples. At the time, Davis and Kramer were traveling salesmen hawking various outerwear to stores as far away as Seattle, Washington. “At the end of the selling season we were stuck with all these sample overcoats with no way to get our money back”, says Davis.

The idea came to them to unload their wares at a discounted rate on the popular reseller site, Ebay. They soon found themselves unable to keep up with the demand and in June 2006 their virtual store became a reality when The Gear Revival opened its brick-and-mortar doors in downtown Atlanta.

Back to their roots

For owner Mitch Davis an online presence is key when dealing with seasonal outdoor gear. “Part of it is the south has limited cold weather”, says Davis. Atlantans tend to be transplants from around the country and globe. Most will choose colder environments, be it their hometown or a vacation destination.

According to Davis, approximately 30% of their inventory is made up of gently-used and refurbished products varying from kayaks to backpacks. These second hand items add up to big savings for outdoor enthusiasts. To reach those out-of-state customers you need to have a strong e-commerce site. Davis, who has been unhappy with his current e-commerce software, was looking for better reporting and an easier way to process online credit card orders and tie in a shipping solution.

Expandable Solutions

SBC Fulfillment’s partnership with e-commerce software company Magento made it possible to provide the best possible solution to expand The Gear Revival’s online selling presence. SBC will be able to increase the security and ease of online credit card orders through Magento’s PayPal Merchant Pro product.

Additionally, SBC Fulfillment will streamline the effectiveness and accuracy of their online orders by setting up shipping through both UPS and the USPS. “We want to provide our clients with the best e-commerce shopping cart system in the industry,” says SBC Fulfillment CEO Brian Schoenbachler.

To learn more about SBC Fulfillment and their partnership with Magento click here

Tags: ecommerce | georgia | fulfillment | magento

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Tags: ecommerce | fulfillment

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Outsourcing your fulfillment needs just got easier with a new e-commerce website application called Magento Connect. Atlanta-based shipping and fulfillment company, SBC Fulfillment announced today that it would roll out this new application in September, which will allow current and potential customers who utilize Magento''s e-commerce sites to outsource their shipping and fulfillment services with one keystroke.

SBC Fulfillment and Magento collaborated to create a bridge for those that already use Magento''s e-commerce product, but are seeking ways to reduce their shipping and inventory costs through outsourcing. The application ties into SBC''S comprehensive Warehouse Management System, and allows clients to inventory, ship, track and manage their orders.

Typically, businesses would have shouldered the expenses associated with building their own data integration piece, and purchasing/managing the WMS or warehouse management system.

According to SBC President and CEO, Brian Schoenbachler, this application is very similar to computer and software company Apple''s app store, but with no additional cost to companies that outsource their fulfillment services to SBC. "The purpose of the connector is to make us the most Magento-friendly fulfillment house on the internet", says Schoenbachler.

SBC e-commerce and fulfillment client, Nature''s Cradle Foods is the first business to go live with this exciting new technology and Brian couldn''t be more thrilled with the results. "This application will make it easier than ever for customers to integrate their fulfillment services."

For companies that need an e-commerce site built, SBC Fulfillment could create one using Magento''s state-of-the-art e-commerce platform. Magento''s features include: marketing and promotions tools, reporting, search engine optimization (URLs and Google site map), site management, catalog management/browsing, mobile commerce (iphone optimization), and checkout and payment management.

To learn more about Magento and this new application Click Here

Tags: magento | fulfillment | outsourcing | ecommerce | georgia

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SBC Fulfillment offers better alternative to do-it-yourself e-commerce

If you survived the challenges of establishing your own brick-and-mortar business, then you may think starting an e-commerce web site would be easier, right?  Not so fast.

In fact, hanging a shingle in the cyber-world can be one of the most confusing and frustrating experiences for a business owner. What you don''t know can hurt you.

Google keywords "order fulfillmnt" or "e-commerce fulfillment", and you are bombarded with thousands of search results from advertisers hawking sites anywhere from $20 up to $20,000. It leaves you wondering where your price point could or rather should be. And you have to think about the added effort of purchasing, implementing, tracking, and maintaining shopping cart software.

But you don''t have to go it alone. Fulfillment service companies such as SBC Fulfillment offer a solution that allows your orders to come directly to them through an e-commerce portal, and then ship directly to your customers...fast! 

SBC partnered with Magento , an ECOMMERCE software company, to bring together the process of getting your products ordered from the web, packaged, shipped and into the hands of your customers.

Magento ’s platform is designed to tie seamlessly into SBC Fulfillment''s warehouse management system (WMS), packaging and shipping services.  Features include the following:

· Marketing Promotions and Tools

· Search Engine Optimization

· Analytics and Reporting

· Site Management

· Catalog Management

· Browsing capabilities

The control is still in your hands with SBC''s Warehouse Management System, where you can manage all your orders online. Plus, you will save the time and expense of researching and purchasing costly software.

With all the benefits to this value-added service it makes you wonder why anyone would do-it-yourself. To learn more about this new product offering click here

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Tags: ecommerce | fulfillment | operations

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Over the years we have performed various projects for many of you. First of all I would like to thank you for your business! Please let us know if we can help you with any future warehousing, distribution, packaging, and/or fulfillment needs.

Also, if you have a moment, would you be so kind as to post your comments to our Google profile.  We have found that we are getting new customers from Google searches, so we are working on increasing our relevancy with Google .  A review will go a long way in improving our ability to be searched on Google .  However, it does require a Google account; if you do not have one then we appreciate your feedback none the less. I have provided a link below.

SBC Fulfillment Review Link

Thank you for your business,

Brian

Tags: outsourcing | fulfillment | packaging | warehousing | ecommerce | georgia

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When it comes to the challenge of meeting customer''s needs one size does not fit all. Companies such as SBC Fulfillment offer creative solutions customized to meet their customer ’ s ever-changing needs.

Starting a business can be an overwhelming process, but add the stress of importing, storing, shipping, and managing those orders and you may be tempted to throw in the towel the first day. The process is not only complicated but can be time-consuming. SBC Fulfillment recognized this and built their services to meet the challenges of today ’ s businesses. When Atlanta-based company Info Retail Inc. needed a storage and order management solution, they turned to SBC to meet the demand for their business.

The challenge

Info Retail Inc. specializes in providing marketing solutions to the retail industry. One component to this solution is the ability to build and deliver creative displays for their retail customers. The inventory can vary dramatically literally in shape and size so finding a secure facility where these products could be stored was key. In addition to a limitless amount of storage available, Info Retail needed to be able to order, manage, and ship these displays to their clients throughout the United States without the investment of leasing additional space or purchasing and maintaining costly software to accomplish this.

The solution-

SBC Fulfillment was able to provide the ample amount of secure storage in their more than 60,000 square feet of warehouse space located in Atlanta. Each display was assembled and drop-shipped directly to SBC ’ s warehouse, where it was immediately inventoried and readied for shipment. SBC ’ s web-based Warehouse Management System was an integral piece to managing and tracking Info Retail’ s orders. This online product seamlessly ties into Info Retail’ s internal processes allowing them easy and secure access to enter, ship, and track their orders all in real time. SBC refers to this process as their “ glass warehouse ” technology wherein the order is processed and shipped within a 24-hour window.

One-Stop Shopping-

SBC ’ s A ’ La carte services offer one-stop-shopping for all your fulfillment needs. Services include:

* Warehouse/Fulfillment/Packing- SBC can store, package, and ship your inventory anywhere.

* Information Technology- SBC can help build your e-commerce site allowing your customers to order through YOUR website.

* Customer Service- SBC is able to provide the best customer service support for your business AND support for your customers as well.

* Web-Based Order Management System- SBC offers the simplest tool to order, ship, manage and track your products.

To learn more about SBC Fulfillment and these business solutions visit http://www.sbcfulfillment.com

Tags: operations | fulfillment | outsourcing | ecommerce | georgia | warehousing

Hits: 481

Many small business owners are met with the challenge of picking, packing and shipping their product. The costs can be overwhelming when companies have to consider employees, warehouse and forklifts. Especially in these harder economic times, the time and impact can be quite costly. Companies cannot just control and manage their costs, they must reduce their costs so they can pass on the savings to their customers. Here are the top 10 reasons why outsourcing your fulfillment and shipping services just makes cents:

1 . Storage and overhead costs :  One top expense for business owners is the cost of storing their products. Items such as bar code scanners, forklifts, and warehouse space can eat into your budget AND profits. SBC Fulfillment offers all of these services without the upfront expense of purchasing software, warehouse space, or hiring employees.

2 . Streamlined process :  SBC Fulfillment specializes in providing a trained staff, efficient process, and the customer service that businesses need. Solid customer service is essential for repeat business and referrals. SBC uses Lean methodologies in their quest for perfection.

3 . Growing pains : Whether your business is downsizing or going through a period of growth, SBC allows you to avoid the non-value added time spent looking for warehouse space and employees.  SBC Fulfillment can leverage their capacity across multiple clients as your business cycle ebbs and flows.

4. Time to focus : Managing your back office operations takes time and time is money. SBC allows you to focus your time and energy on marketing, promotion, developing your client relationships.  Do not spend another second jumping through hoops to expedite a last minute order.  Let SBC worry about it for you!

5. Cost variables :  By outsourcing your inventory and order fulfillment needs to SBC you can avoid the liability of a business lease, full-time employees, or the security systems that will need to be in place BEFORE you can see a return on investment (ROI).

6 .  Competitive edge :  Consumers today are accustomed to paying shipping and handling charges when purchasing online. Often, they will make a buying decision based on those costs alone.  SBC Fulfillment fees are cost-effective allowing you to pass the savings on to your customers.  Additionally, our high quality customer service can be a competitive advantage for repeat business from loyal customers.

7. Labor liability : The cost of employing a staff is often the highest expense for companies. Salaries, benefits, worker’s compensation, and general liability are just a few of the expenditures associated with hiring a staff.

8 .  Buying Power :  Most business owners underestimate the amount of money spent on shipping and packaging alone. But with SBC Fulfillment you get a bulk discount on these supplies as your needs increase or decrease.

9 .  Cost reduction: SBC can help shrink your current operating costs in numerous areas, allowing your profit margin to increase.

10. Freedom from physical inventory: Why add the responsibility of managing inventory when you can outsource those needs to shipping and inventory experts?

Give yourself the time and freedom to focus on what matters most to you and your business.

In an economy that is putting the squeeze on your bottom line, there is no better time than to look to ways to maximize your business’s profits. To learn more about how you can shrink your warehousing, inventory, and shipping costs visit www.sbcfulfillment.com .

Tags: outsourcing | fulfillment | operations | packaging | ecommerce

Hits: 466

Great post here on outsourcing ecommerce fulfillment.

The post is a very well written and a concise summary of outsourcing ecommerce order fulfillment.  The only part of your post that I think is debatable is the cost aspect.  I think it a bit strong to say that in-sourcing is always cheaper than out-sourcing.  Some variables that my make outsourcing cheaper are asset utilization and the cost of capital. 

Asset utilization at third party logistic (3PL) facilities is typical much higher than when someone has their own facility.  A small to mid-size ecommerce company may not be getting full utilization of their forklifts, people, warehouse, computers, racking, or vehicles.  Chances are they are only using them for part of the day and then these assets are idle.  

The cost of capital is a great reason to outsource in today''''s economy.  Banks have really tightened their credit terms with small and medium size businesses.  Getting a loan or a line of credit is very difficult today.  In an ecommerce business, your precious capital is probably better spent on advertising, marketing, and inventory.  For high growth businesses, outsourcing may be the only option to preserver capital in today''''s tough credit markets.

Overall great post.  I will be posting a link from my blog at http://www.sbcfulfillment.com/blog and you can follow me on twitter here:  http://twitter.com/bschoenbaechler

Tags: ecommerce | packaging | warehousing | outsourcing | operations | fulfillment

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