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ICM Brochure

Though classified as a small business, Postal Products has intensively devoted resources to developing capabilities rivaling that of businesses many times our size. The result is a dynamic and responsive organization with a proven ability to handle even national scale Postal Service surge requirements. Further information about our company is listed below. The driving force behind our customer satisfaction and corporate growth is an enthusiastic and goal-oriented Customer Service and Inside Sales team with clear communication skills. Our Customer Service and Inside Sales Representatives are our ambassadors to the U.S. Postal Service and are trained to develop the high level of diplomacy and problem solving skill sets required for such a role. They represent Postal Products Unlimited’s “front line,” fielding up to 650 in-bound calls per day, setting operations in motion, and receiving daily feedback on our Postal contracts. Our Inside Sales Department provides customer support to key USPS personnel, manages quote transactions for large purchases or custom-items and provides backup support to our Customer Service Representatives when a needed manager is unavailable. Since our company’s product lines are produced specifically to U.S. Postal Service require-ments, our company’s business structure is designed to mesh seamlessly with the way that the USPS does business. Our Customer Service Representatives understand the process by which the U.S. Postal Service moves different classes of mail from sender to receiver in addition to their equipment needs. Postal Products Unlimited provides product training ses-sions in our company’s show room, displaying our Postal Unique equipment in operation. Employees also annually tour Postal Service facilities to further enhance their under-standing of USPS operations and needed products. Additional training is provided on Postal Products Unlimited’s USPS contracts and their role in Postal requisition procedures and USPS supply chain management processes. The success of customer service revolves around training and a system of communications informing all personnel of their responsibilities and ensuring fail-safe measure. Postal Products Unlimited monitors each request for quality and timeliness of service. All requests requiring further action are tracked internally in our program management software with action codes and follow up dates are assigned until the needed information or action has been completed. Calls requiring further action are constantly monitored by the Postal Products Unlimited manage-ment team. Each Customer Service and Sales Representative enters detailed notes of each call into the customer service field of our software, developing a detailed dialogue of our history with each customer. The transaction dialogue allows other employees to assist customers when their favorite representative is unavailable. This dialogue history also provides management with an excellent tool for constructive feedback to each employee or for demonstration examples during employee training sessions. Each Customer Service Representative can also use this information to quickly access details of the customer’s previous orders. INFORMATION TECHNOLOGY Postal Products Unlimited has devoted immense resources to developing an infinitely flexible information technology platform compliant with all aspects of the USPS Supplier Interface Guide and capable of evolving in-step with U.S. Postal Service advancements in its Transformation Plan. Examples include: Electronic Data Interchange (EDI) certification for our eBuy and Topeka MDC Direct Vendor Delivery contracts; National Freight Traffic Management site Postal Service Bill of Lading creation certification and a USPS Delivery Confirmation system integrated into our program management software to provide real time traceability of shipments. Though not required by our USPS contracts, Postal Products Unlimited is also intimately familiar with the Postal Service’s Information Technology Platform and is able to introduce advancements on how our company interfaces with USPS systems. Examples include our eBuy email order noti-fication, shipping acknowledgements and custom pop-up window capabilities. New enhancements also allow Postal requisitioners to select their preferred method of shipment (Standard, Priority or Express Mail) for eBuy orders. Postal Products Unlimited has made this investment with the stated purpose of providing our Postal-trained staff with all tools necessary to provide our USPS customers with extraordinary levels of service above and beyond contract requirements. Our IT systems provide real-time access to product and order information and ensure failsafe measure for completion of tasks throughout all aspects of our company’s operations. Postal Products Unlimited maintains a daily tape backup of all computer files. This backup is moved daily off-site for storage to a facility fifteen miles away, allowing our company to continue operations in the event of a disaster or other unexpected contingency. 16


ICM Brochure
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