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 question or issue arises, we want to ensure it's addressed as quickly as possible. To facilitate this, below is a breakdown of the roles and responsibilities of the individuals on your DCL team, along with the corresponding team member to contact when you need assistance.
Your Core Account Management Team
Account Manager (AM) - Your primary daily contact. This person is responsible for maintaining a close relationship with your team, following your projects through to completion, and supporting your business in any way possible. They will also conduct internal and external business reviews when needed.
Account Representative (AR) - The AR assists your AM. The AR will help complete daily tasks, including creating work orders and assigning simple labor jobs through our systems. They may contact you if they have quick questions about 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, or 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 assist in tracing or filing 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 email to connect with your entire account team and route questions to the specific DCL department.
See this article for best practices to ensure your requests get to the right DCL department quickly.
Curious about 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.