Customer Service Operations for Global Consumer Products Manufacturer

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. The specific challenges included:

- 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

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

The global consumer products manufacturer achieved:

- 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