When you sign up with McKenzie Services, you get access to a dedicated Account Manager, who is your liaison and your best friend when it comes to McKenzie Services and Amazon. But what does that mean? And what else are they up to in general?
Our Account Managers (AMs) successfully serve over 150 clients at varying intervals. Some, we speak with almost every day, and others we speak with less frequently. And when we aren’t talking with you, we are working behind the scenes to make sure your shipments are handled with care, and problem-solving, among other things.
An Account Manager hard at work
Every morning, we check our inbox first thing, and get all Bill of Ladings to the team so that your shipments can be picked up without delay. Our team is very careful to only release shipments that have a matching BOL. Once we’ve given this and similar or related documents to the team, we check the emails for anything urgent. Our prerogative is always to help you as soon as possible, especially with anything major.
One example of something less urgent, but still important, is that Amazon might notify you that they were expecting 100 units of a sku, but only received 93 units. Your account manager will provide you with a packaging report for that shipment, that you can present to Amazon as proof of what was sent and how it was packaged. If there is a fire we can’t put out ourselves, we reach out directly to our Operations manager for help. We aim to answer all emails within 24 hours on business days, but typically we answer in just a few – if it ever seems like it’s taking a little longer than usual for an email from us, it might be because we are talking with our Manager team, carriers, or other resources to get you exactly what you need.
Once we’re done with all that, we start loading your jobs for the team right away. We know that when you send us a job, you’re counting on Amazon receiving the units as soon as possible, and we take your business seriously 🙂 We also accept rush requests, so if your job is truly a rush, and needs to be pushed to the top of the queue, ask us about our rush fee.
Next, we retrieve shipping labels for the team for all completed shipments, so we can get your units out the door as early as possible during the day. We have multiple pickups scheduled daily with UPS, USPS, and FedEx. DHL is also familiar with our facility and visits often.
Since our clients live all over the world, we receive emails throughout the day including inquiries about jobs, price and shipping quotes, and more. We are also often on the phone with carriers scheduling containers for delivery, as well as confirming pickups and smaller deliveries. Sometimes, we are out in the warehouse helping with the live unloads.
When new clients sign up, we schedule phone calls with them to go over the process of working with us. When our long-term clients need calls, we love to schedule them with you as well!
On top of everything else, our team is in frequent communication with each other, which includes formal and informal meetings. That way we are all up to date on standard practices, priorities, and changes at our own company and Amazon. We also help each other troubleshoot and problem solve to ensure your shipments are worked on efficiently and accurately.
Our Account Managers and team are highly aware of changes and updates at Amazon, and how they affect us and our clientele. We update our practices as needed to ensure that all of your units meet their standards.
One surprising way units might not meet Amazon’s standards is that the FNSKU label might be too shiny for the scanners at Amazon. For our OA and Wholesale clients, that’s not a problem as we label their units ourselves with labels that DO meet Amazon requirements. However, sometimes our Private Label clients have asked us to open a carton and check the labels applied by their supplier. If we detect that the labels are unscannable by Amazon’s standards, we are happy to replace the labels with our own.
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