Behind the Scenes with OGOship’s Customer Service Team

OGOship is not a traditional 3PL, it is an eCommerce Service Network, built for growth and designed to adapt to each brand’s needs. Its modular ecosystem of fulfillment, multi-warehouse infrastructure, real-time analytics, returns solutions, last-mile carrier contracts, and consumer-facing tools empowers modern D2C brands to scale smarter and faster. Whether a brand is launching into new markets or optimizing operations, OGOship helps build the ideal logistics setup – globally, efficiently, and on the brand’s terms.

OGOship’s Customer Service Team : Customers at the core

Our customer service team plays a vital role in our business. This team helps with all customer questions and solves them, communicates with different departments in OGOship, and handles external communication with the courier companies. As our point of contact with customers, the team focuses on providing excellent customer service and ensuring that we fully satisfy our customers with our services.While the service team’s focus is mainly handling customers’ queries, as a company, we greatly value teamwork as we co-operate with different departments on multiple levels daily. Our agents are excellent communicators who can juggle problem-solving, consulting, and coordination while paying attention to details and remaining organized.

To understand better how the OGOship’s customer service team works, we took time to look behind the scenes. To take us there, we had a chat with the head of the Merchant Care / Customer Service team, Miia Nummela.

Sneak peek behind the scenes

Our team is located in Finland and agents serve customers mainly in English but also in Finnish and Swedish when needed. The team is very experienced, especially in logistics. They have a strong problem solving mindset and are always looking for ways to improve. Miia Nummela points out, it takes more than just the headcount to make a difference. It takes skills, the ability to work efficiently, and the right kind of attitude to be able to provide quality customer service to all – regardless of where and how they contact OGOship.

– Our team is the face of OGOship, and we need to ensure that our customers get all the assistance they need. We also need to keep developing our skills and be prepared to improve our processes constantly, Miia adds.

The customer service team handles routine inquiries from customers, both straightforward and those that require more work. The typical questions are things like, “Which documents are required when shipping outside the European Union? How should the merchants label incoming goods to the warehouse? What is the status of an individual shipment? 

When a customer signs a contract with us, we assign one agent for the onboarding. It starts with an internal meeting with our sales and that way we ensure that we have all the needed info before having the first meeting with the customer. The team works closely with the sales team all the time. The onboarding includes a few demos of our system and also a demo of our great post purchase portal. We make sure that the customer is ready for shipping before we end the onboarding. It’s important to have onboarding, this way we give the customer the best possible experience and start, Miia says.

Miia is really pleased with how the team is gathering and handling feedback. All input is collected and reviewed on a weekly basis, allowing us to identify root causes and take proactive steps to prevent similar issues in the future. Thanks to this feedback-driven approach, our tech team has also been able to develop some great new features. One highlight is our AI-enhanced post purchase portal supporting end-customer with tracking, returns, exchanges and other post purchase actions. It is already being used by many of our customers — and the feedback has been very positive!

Practical tips for e-commerce merchants

• Finally, Miia has some practical tips for e-commerce merchants who want to make sure the order fulfillment process works as smoothly as possible, noting that we are entering the busiest season for e-commerce merchants towards the end of the year and the period is when shipment volumes are peak high globally. It is important that the merchants adequately prepare their incoming goods to the warehouse. When the incoming goods are well prepared, it saves the time that warehouses use to receive and handle them. This means that the goods will be in stock on the e-commerce merchant’s site a lot faster.
  • Always ensure that your SKU’s barcode is scannable, like an EAN code. If you currently don’t have a scannable barcode on all your merchandise, make the supplier your first point of contact.
  • Ensure that each parcel has only one type of SKU.
  • Each parcel should be marked with the SKU it contains. That is, what’s inside the parcel and how many items there are.
  • Always inform the customer service team when you send incoming goods. This way we know to be ready for your goods.
  • Ensure that you have all the needed paperworks in case shipping outside of the EU.