Who answers
Outsourced: an agent working from a script, often for several companies at once.
OC3PL: your own account manager, an OC3PL employee.
US-Based 3PL Support
We do not outsource support. The people who answer you work for OC3PL, on site at our Anaheim fulfillment center.
We Create and Build American Jobs
Many fulfillment companies lower cost by moving client support out of the warehouse: to a remote team, a contracted call center or an offshore help desk. We made the opposite choice. Support at OC3PL is our own people, on site in Anaheim, California.
Support stays in house
We do not outsource support. The people who answer you work for OC3PL, not for a contracted call center or an offshore help desk.On site in Anaheim, California
Your account manager works on site at our Anaheim, California fulfillment center, the same building where your inventory is stored and your orders are packed.People who know your account
A dedicated account manager who knows your SKUs, your packouts and your calendar, rather than whoever picks up the next ticket.Jobs built here
We create and build American jobs. When your brand grows with us, that growth supports jobs here in Southern California.One conversation, not a relay
When the person you reach is in the building, your question does not pass through a script and a ticket before it gets to someone who can act.
What we mean by that:
Outsourced Support vs. On-Site Support
The difference shows on the days something goes wrong.
Where they are
Outsourced: another city or another country, with no view of the warehouse floor.
OC3PL: on site at our Anaheim fulfillment center.
What they can do
Outsourced: log the issue and pass it along.
OC3PL: go and look at the inventory, speak to the floor team and act.
How long it takes
Outsourced: as long as the handoffs take.
OC3PL: all client requests are acknowledged within two hours.
Six Questions to Ask Any 3PL About Support
Ask them before you sign, and ask for the answers in writing.
1. Where does my account manager work?
In the fulfillment center, or somewhere else? OC3PL: on site in Anaheim, California.
2. Is support your own staff or a contractor?
OC3PL: our own staff. We do not outsource support.
3. How do I reach someone when it is urgent?
OC3PL: you call or email your account manager directly.
4. What is your response commitment?
OC3PL: all client requests are acknowledged within two hours.
5. Is account management an extra fee?
OC3PL: no. There is no separate line-item fee for your account manager.
6. Can I visit and meet the team?
OC3PL: yes. Tours are welcome before you sign anything.
Common Questions
Yes. Your account manager works on site at our Anaheim, California fulfillment center, the same building where your inventory is stored and your orders are packed. We create and build American jobs.
No. We do not outsource support. The people who answer you work for OC3PL, not for a contracted call center or an offshore help desk.
Usually to lower cost or to cover more accounts with fewer people. The trade-off is that the person you reach is removed from the warehouse, cannot see your inventory, and has to pass your question to someone else before anything happens.
OC3PL does not charge a separate account management fee. Pricing is quoted around your SKUs, order volumes and workflows, with every line item spelled out, and a dedicated account manager is part of the service.
OC3PL fulfills from Anaheim in Orange County, Southern California. The warehouse is at 1150 N Miller St, and prospective clients are welcome to schedule a tour.
Related Reading
More detail, in OC3PL’s own guides.
On-Site Account Management at OC3PL
The overview: who answers you, where they work, and how communication runs from the first week on.
Key Questions to Ask a 3PL for Subscription Fulfillment
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How to Compare New 3PLs After a Rough Peak Season
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Fulfillment Support: Dedicated Managers vs. Help Desks
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The Truth About Cheap 3PL Fulfillment Providers
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Orange County Fulfillment Center & Onboarding
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Why Brands Choose OC3PL for eCommerce Fulfillment
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Talk to the Team That Will Answer You
Send us a note or call 949-424-0790. You will hear from a real strategist in two hours or less.