Customer Service and Account Manager Experience
The Onboarding Process:
Once you've created an account online, you will be assigned an Account Manager. You will then be contacted for your proper licenses and their FEIN number. The Account Manager will then provide you with their contact information at this time and introduce themself. Once the account has been updated, you will receive your login information and be able to begin browsing the site.
Onboarding is streamlined and territory driven. When a new customer falls within a field representative's designated region, they're automatically assigned to that representative, along with an inside sales representative for added support. This dual representative structure ensures consistent coverage and responsiveness.
Once assigned, a customer is added to a representative account list they will receive prompt outreach, typically through a mix of phone calls, emails, and in-person visits. Our goal is to establish rapport early, understand the customer's needs, and begin building a long-term relationship rooted in trust and service.
Our Representatives:
While each representative brings their own personality and approach to the table, there are a few core themes that we consistently bring:
- Unmatched Inventory: We offer one of the largest selections in the industry, making us a go-to source for retailers.
- One-Stop Shopping: Customers can consolidate their purchase with us, saving time and hassle.
- Tax Advantage: We cover taxes for our customers.
- Competitive Pricing: Our pricing structure is designed to deliver value without compromising quality.
How We Build and Maintain Rapport:
Our representatives excel at relationship management, especially given the unique demands of wholesale. Unlike traditional cigar representatives who may focus on a smaller portfolio of accounts, our team manages a broad customer base. Our representatives will rely heavily on digital communication to stay connected.
Text messages, phone calls, and emails are the main ways we stay connected.
Our Promise to Our Customers
Ultimately, our representatives prioritize availability, consistency, and personalization. They are also provided with sell sheets and other promotional materials to help customers take advantage of active deals to save them time and money. Your satisfaction and buying experience are of the utmost importance to us here at Meier & Dutch. We care about your business needs as much as you care about your own business!