Dedication to Excellence in Customer Service

The core of our mission? Delivering unparalleled customer service.

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We know your fulfillment process inside out, so we stay on top of every detail without interrupting you for minor issues. 

Fast Response

Got questions? Expect answers fast—within the hour. You and your customers deserve clear, quick communication, and we ensure everyone knows where their orders stand. Delays? We’ll notify you promptly and help adjust as needed.

Onboarding and Welcome Call 

We start with a welcome call and a thorough onboarding process. We're here to guide you through the setup, ensuring everything is perfect from the start. Human interaction is the quickest, most accurate way to achieve this.

Communicate with the Experts

When you call, you'll speak directly to knowledgeable pros who know your brand and are based in our warehouse. Our team answers calls, handles emails, and tackles issues head-on to keep your clients happy. If you encounter issues outside of logistics, like with Shopify, we've got the experience to help.

Complete Flexibility and Support 

We offer complete flexibility in the entire process, committed to being an extension of your business. Whether you’re a small business or an enterprise, we support you without compromise. We do it the way you want it done. 

You’ve built a strong frontend for your business—we’re here to serve as your partner behind the scenes. We do this by:

  • If there’s an error internally, we’ll identify it and correct it—with additional training to keep it from happening again.
  • Identifying where an error occurred.
  • Tracking who is working at what touchpoint.

Proactive Customer Service

Trained to know your business, our customer service reps are consistent, reliable, and proactive. They understand your products and best practices, offering advice that fits your needs perfectly. We want to see you shipping and doing volume.

Transparency at All Touchpoints Transparency is key. If there’s an unexpected delay, you’ll know immediately, and your customers will too. We keep everyone in the loop, reducing frustration and building loyalty.

Succeed With The Fulfillment Lab You deserve unparalleled customer service. Let The Fulfillment Lab help you thrive by creating exceptional experiences that turn your customers into brand enthusiasts.

Our Dedication to Excellence—By the Numbers

99.95%

Order accuracy

1 Hour

Response time toall tickets

12,000,000+

Orders received andshipped

 

Dedication to Excellence in Customer Service

 

Rick Nelson

Rick Nelson

Founder and Owner, The Fulfillment Lab

Rick Nelson is the founder and owner of The Fulfillment Lab, where he leads the company's vision, customer acquisition, research, development, and expansion efforts. With a strong background in business planning and in-house logistics, Rick has been instrumental in shaping The Fulfillment Lab into a leader in customized fulfillment solutions since its inception in 2012. Before founding The Fulfillment Lab with his wife, Rick served as the COO of Almost Home After School Center. Together, they launched the start-up to meet the community's growing need for after-school and summer childcare programs. His prior experience as a Sales and Operations Manager at Florida Central Binder saw him quadruple the company’s annual revenue and streamline operations, further honing his expertise in logistics and fulfillment. Rick’s unique blend of hands-on experience in logistics, coupled with his entrepreneurial drive, led to the creation of The Fulfillment Lab's innovative, customer-centric fulfillment software and infrastructure. His commitment to scalable, efficient solutions and long-term customer satisfaction has fueled the company’s rapid growth and success.

With over two decades of experience in logistics and fulfillment, Rick Nelson is the visionary behind The Fulfillment Lab. His leadership and commitment to innovation have transformed the company into a leader in customized fulfillment solutions.

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