The first step in placing a custom domestic embroidery order is to contact your Account Lead. This person will act as your point of reference throughout the entire process from placing an order to receiving your shipment.
You can reach your established Account Lead or be matched with one if you haven’t already done so by contacting Custom Sales—Phone: 888-639-4953, Fax: 479-464-4760, or Email: firstname.lastname@example.org.
The following people serve as Account Leads:
- Arissa Blakeslee
- Devin Fatkin
- Ryan Folkes
- Katrina Friend
- Teri Goff
- Lacey Kohl
- Lacy Langston
- Jill Littrell
- Sandy Miller
- Carole Nichols
- Tracy Reither
- Vanessa White
When we first receive a purchase order or sample request, it goes directly to the Account Lead. She will look it over and send the order to a Production Specialist to reserve the stock blank caps needed to fulfill your order.
If the caps are on back order, or any other issues arise, your Account Lead will be in touch to let you know your options or give you an expected time frame. If there are no problems, your order then gets sent to a Sample Specialist to request your sample.
After you approve the sample, your order will go into production. At any time throughout this process, you can reach out to your Account Lead with any questions or concerns. Remember, they are your key point of contact.
When your order ships, you’ll receive tracking information, so you can keep up with the shipment. Of course, if there are any problems upon receiving your order, we encourage you to reach back out to your Account Lead so we can rectify any issues.
Since we implemented Zendesk into our processes, our ability to follow-up has increased. Previously, when we were just using our in-house email system, old messages would get lost in the masses. Now, we have a queue of all of our emails that are awaiting a reply.
So, if you place an order, but forget to reply back to approve your sample, we can get back in touch with you to be sure you still want to move forward with your caps.
While we’re still adjusting to the new platform and departmental structure, this is one way we’ve significantly increased our efficiency.
Keep checking back as we do a deep dive into each step in the custom domestic embroidery process. We’ll sit down with a Sample Specialist next time to learn everything from their perspective.