After your team has fully integrated into the DCL system, a dedicated team of experts will be assigned to work with you. We think of ourselves as an extension of your team.
When a questions or issue arises we want to ensure its addresses as quickly as possible. In order to do so, below is a breakdown of the roles and responsibilities of the people on your DCL team, which team member to contact when you need them.
Your Core Account Management Team
Account Manager (AM) - Your primary daily contact. This person is responsible for maintaining a close relationship with your team, follow your projects to completion, and support your business in any way they can. They will also conduct internal and external business reviews when needed.
Account Representative (AR) - The assist to your AM your team AR will help complete daily tasks, including creating work orders and assigning simple labor jobs through our systems. They may reach out to you if they have quick questions regarding any current fulfillment projects. They will take the lead on your account on days your AM is out of the office (relating to sickness, vacation, or other time off).
Order Administrator (OA) - Your primary contact in managing all Fulfillment Orders. You can contact them to change the order, such as address changes, shipping methods, special instructions, etc.
Who Do I Contact Once an Order Ships?
Order Support Team — Once an order has been shipped, our order support team will handle any inquiries or modifications. They will be responsible for contacting carriers to address any issues that may arise and can help trace or file claims for orders. Furthermore, they can provide aid in resolving any international order-related issues after shipment.
How do I Contact Account Management or Order Support?
Each DCL customer has a single dedicated account management email. use this to connect with your entire account team, and route questions to specific DCL department.
See this article for best practices to ensure your requests get to the right DCL department quickly.
Curious who your dedicated support team is? You can find their information in eFactory. Here is an article that shows you how to find your account team in eFactory.