FAQ

Browse our frequently asked questions to find the answer you’re looking for. If you have a question that we haven’t answered here, feel free to contact us.

General

  • Where are your warehouses located?

    National Fulfillment Services offers U.S. warehouses in Aston, Pennsylvania and Reno, Nevada. In Canada, we have facilities in Ontario, Quebec and Alberta. Our customers can utilize a single-site, bicoastal or multi-site fulfillment solution.

  • What are your hours?

    The contact center is open 24/7, with the exception of a few national holidays. Our warehouse is open from 8:30 am to 6:00 pm Monday – Friday and Saturday/Sunday from 7:30 am - 4:00 pm. We operate on an extended schedule Black Friday through Christmas. Our Receiving department is open Monday – Friday 8:30 am to 3:30 pm, by appointment only. Standard office hours for other departments are Monday – Friday from 9:00 am – 5:00.

  • Do you offer a trial period/can I place several test orders?

    Occasionally, we offer a trial period so a potential company can experience our service. This is handled on a case-by-case basis and is largely determined by the project’s scope.

  • Do you have a usage minimum?

    Primarily, we manage mid-sized to large accounts. However, we can also support growing businesses with average monthly order volumes of 2,500 or more.

Order Entry & Processing

Customer Service

  • Do you offer live chat?

    Yes, we offer live chat services.  Hours of availability are specific by client and are based on both volume and coverage needs.

  • What are your customer service hours?

    For shared support services, operations are open 24/7 with the exception of certain holidays. For dedicated support, we will work with you to determine windows of operation. Ordering support will still be 24/7.

  • Where is your contact center located?

    Our contact center in operated in-house from our main campus in Aston, Pennsylvania.

  • What languages do your agents speak?

    English and Spanish speaking agents are available.

  • Who trains the agents?

    NFS performs daily training reviews to ensure optimal service is provided. Training occurs on a one-to-one and classroom basis. Additionally, supervisors continually monitor employees to perform quality control checks on accuracy and message delivery. We welcome our clients participation in training sessions and strongly recommend this during the implementation process.

  • What is the difference between a dedicated and shared agent?

    We offer dedicated, shared and blended agent groups. A dedicated agent handles customer service for a specific brand. A shared agent works for several clients. To determine which option is best, we analyze your inbound flow and volume.

  • What does your social media response include?

    We can respond to social media inquiries on Facebook and Twitter. We respond to order and shipment related questions or comments.

Inventory Management

Accounts Receivable

Warehousing & Shipping

Reporting

E-Commerce

Additional Capabilities

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