Is there dedicated support for each ShipNetwork client?

Yes, every ShipNetwork client is assigned a dedicated account manager to ensure personalized service, streamlined communication, and consistent operational alignment. This one-on-one relationship is a cornerstone of ShipNetwork’s client success strategy and one of the ways we deliver white-glove eCommerce fulfillment at scale.

Unlike many 3PL providers that rely solely on generic support queues, ShipNetwork provides each client with a single point of contact a logistics professional who understands your business model, order patterns, integration requirements, and shipping preferences. Your account manager acts as your internal advocate, helping you navigate everything from onboarding and API integration to peak season planning, claims, and exception management.

Your dedicated account manager is responsible for:

• Monitoring daily fulfillment performance and identifying potential issues before they impact your customers
• Facilitating communication between your team and our operations, support, and IT departments
• Reviewing KPIs such as order accuracy, same-day ship rates, and shipping method performance
• Advising on scalability—whether you're adding new SKUs, launching into new markets, or optimizing warehouse locations
• Escalating issues internally when technical, carrier, or warehouse interventions are needed

This high-touch model enhances visibility and builds trust between your business and the fulfillment team that powers your operations. It also eliminates the frustration that often comes with ticket-based support systems where you have to explain your business model over and over again to different agents.

Account managers at ShipNetwork hold regular check-ins, either weekly or monthly depending on your needs, and are available for ad-hoc strategy calls, seasonal planning sessions, or performance reviews. Whether you’re preparing for Black Friday/Cyber Monday, onboarding new product lines, or refining your returns flow, your dedicated support resource is there to guide and assist.

This relationship also feeds directly into continuous improvement. Your account manager gathers feedback and insights from your business and communicates them internally to help shape product updates, integration enhancements, and operational optimizations. Many of ShipNetwork’s most impactful innovations such as enhancements to our OMS, SmartFreight tools, and Xparcel routing have come from client feedback routed through our account management team.

With ShipNetwork, you're not just getting a 3PL you’re gaining a fulfillment partner who’s invested in your success. Dedicated support ensures that your logistics strategy is always aligned with your business goals and that you have a direct line to the people who make it all work.