Customer Service

Customer service is one of the most important features to look for when awarding business to a shipping company, we know this and act accordingly.

What’s innovative about how we manage the service responsibility for our clients is that we manage this task locally and directly. Any FGX feature that can be managed directly while maintaining profitability will be done in this manner as it reduces the amount of steps our clients must endure to receive the result they expect. All of the markets leaders use the hub-and-spoke business management principle for their customer service delivery model, as well as physical shipping model. We think this delivery model is antiquated and not in the best interests of servicing the users of the 21 century.

The company that your using now for international shipping invariably has it’s service team located in a state and city other than the one you’re reading this web page from. What this means is, the service you receive from your vendor will take longer and will be less intelligent about your local market than they could, or should be. When a “case” is raised with a company that “hubs” their service team many redundant tasks are executed to resolve the case, one example of this could be the service representative requesting they call you back as they need to contact a supervisor in YOUR city to get answers. This process takes time and is inefficient.

FGX will always provide customer service from the local market it’s serving. If your company is located in New York City, the customer service team working with you will be in New York City. As FGX expands into additional markets, both domestically and internationally this service model will remain. Localization plays an important factor in delivering the kind of service everyone should demand of their international shipping partner.