Today
we continue with our employee interviews by speaking with FSI’s New Account
Implementation Coordinator, Hope Hemmila. Hope has been with FSI for 5
years and has a total of 15 years of experience in the fulfillment
business. New accounts entail a significant amount of behind-the-scenes
setup and coordination between all departments at FSI to ensure a smooth
transition for the Client. Accounts here at FSI simply do not fit into a
standard cookie cutter way of business. Each has unique requirements regarding
how orders will be received, fulfilled, packed, shipped, stored, and so on.
Each
account has a dedicated Customer Service Representative (CSR) whose job is to
ensure that these special requirements are followed. Hope’s job is to
take on the new account from the Sales Department and make sure these special
requirements are understood and handled correctly from the beginning, then
transition the account to the dedicated CSR going forward. A careful coordination
between the various departments (I.T., Customer Service, Warehouse) is
absolutely essential, and it is Hope’s job to make sure new accounts are set up
the best and most efficient way possible complete with detailed internal
documentation and training. Hope acts as the dedicated CSR for a short
period of time until the account is set up and running smoothly and can be
turned over for the CSR to manage on a daily basis. So let’s see what
Hope has to say!
How long have you
worked at FSI?
I have
been with FSI for five years.
What is your role
at FSI?
I am
the Implementation Coordinator for new accounts. My primary responsibility is to ensure a
seamless transition of new account activities between the Sales and Customer Service
departments.
What did you do
before FSI, and how in the world did you get roped in with these guys?
I was
employed with a smaller fulfillment company, and I was invited by a previous
co-employee to consider FSI. Going with FSI was the easiest decision I’ve ever
made.
What do you enjoy
about the fulfillment business?
The
wide variety of clientele and the fast paced nature of the fulfillment
business. This business is constantly evolving and tends to be on the leading
edge. You never know what challenges will come your way – it’s very exciting.
What do you enjoy
about customer service?
It’s
all about satisfaction. It doesn’t necessarily matter if the Client or
management is aware of how a problem or task was completed; it’s the
satisfaction that comes with “getting it done”.
What have been
some of your memorable moments from your time at FSI?
Two things
come to mind. I think moving into our new, far larger and superior facility
a few years ago was a gigantic step forward for FSI, and then the massive Guitar
Hero project helped move us to a new level.
What do you think
separates FSI from other fulfillment companies? What makes FSI different?
It has
to be teamwork and flexibility. We don’t think in terms of “whose job is this?”
we think more in terms of “let’s make this happen”. Also, we have a management team that is very
creative and is willing to be flexible – being willing and able to work outside
of the box. That definitely sets FSI
apart.
FSI has enjoyed
some growth (13,000 ft² - 150,000+ ft²), longevity (14+ years), and won some
awards along the way since the business began in 1996. What would you
attribute FSI’s success to?
The
ability of FSI to embrace an ever-changing business environment and a desire to keep moving forward
and help our Clients grow their business is the key to our success.
What
do you enjoy doing with your spare time?
Football in the fall (my son plays for West Georgia), and
decorating my home. I don’t let a holiday or season pass undecorated.
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