Overview
A global consumer products manufacturer and distributor required expanded customer service capacity to support wholesale partners, distributors, and internal commercial teams across multiple regions. The organization manages high volumes of inbound service requests tied to order placement, delivery coordination, pricing inquiries, and account maintenance.
Sourcefit built and now operates a dedicated customer service organization that supports phone and email interactions, order management workflows, and administrative service functions aligned with the company’s distribution and sales operations.
The challenge
- Sustained growth in customer service volume tied to wholesale and distributor activity
- High daily volume of inbound phone calls and email inquiries
- Complex order and account workflows requiring accuracy and consistency
- Internal hiring constraints limiting the ability to scale service capacity quickly
- Need to maintain service levels while expanding coverage across regions
Our approach
Sourcefit built and operates a 90 plus member customer service team supporting customer interactions and order management workflows across phone and email channels.
During setup, Sourcefit:
- Scaled the customer service organization from approximately 54 specialists to more than 90 as service demand increased
- Maintained 3 to 4 week hiring timelines, extending up to 4 to 8 weeks for specialized service and leadership roles
- Supported a mix of customer service administrators, team leads, and quality support roles
- Standardized workflows for order entry, delivery coordination, pricing inquiries, and account level support
- Embedded quality oversight and reporting to maintain consistency across service interactions
Today, Sourcefit continues to operate the customer service program with stable coverage, trained specialists, and structured execution across all supported workflows.
Results
- 90 plus full time customer service specialists supporting phone and email channels
- Scaled service capacity by more than 65 percent to meet growing demand
- Consistent handling of order, delivery, and account inquiries through standardized workflows
- Sustained service coverage across regions supported by predictable hiring timelines
- Long term team continuity across customer service operations
Key takeaways
Distribution driven service models demand operational scale: Order and account support must expand alongside commercial growth.
Dedicated teams improve reliability: Embedded specialists maintain consistency across recurring service workflows.
Structured hiring supports controlled expansion: Predictable recruitment enables growth without service disruption.
Industry learnings
Consumer products manufacturers and distributors rely on customer service operations to support order fulfillment, pricing accuracy, and distributor relationships at scale. Offshore service teams provide the capacity and structure required to manage high volumes of transactional service work while maintaining consistency across regions.
This engagement demonstrates how dedicated customer service organizations can scale alongside distribution driven businesses without compromising operational discipline.
Learn more
Sourcefit builds dedicated customer service teams for consumer products and manufacturing organizations that require structured workflows and reliable service delivery.
Learn more about our manufacturing and distribution support capabilities here.
For organizations extending these operations with integrated CX workflows and reporting, explore SourceCX. For automation across documentation, routing, and quality processes, see WorkingAI.
To discuss scalable, low risk customer service operations for distribution and manufacturing environments, contact the Sourcefit team.
