Fiege opens another location for customer service in Essen

The logistics service provider Fiege opens another customer service location. Starting October 1, the family-owned company from Greven in Westphalia is creating new space in Essen to support e-commerce players in implementing and further developing their customer service ideas.

(Greven/Essen) Whether by phone, via email, chat, or WhatsApp: Fiege takes over the entire service process. Product consulting, order processing, returns and complaint management, review management, as well as extensive analyses and evaluations of contact reasons – Fiege has years of experience in customer service and continuously works with its team to further develop its services.

“We are responding with our new location to the strong growth in the e-commerce sector and the increasing customer service needs of our clients,” says Jan Meischein, head of e-commerce at Fiege. “Last year alone, our hourly volume in customer service nearly doubled. And by the end of 2021, we expect further growth of nearly 30 percent. With our new location in Essen, we can better meet the demands and needs of our customers,” explains Meischein, who is also convinced that “we will benefit from the good applicant situation in the heart of the Ruhr area, allowing us to scale quickly and flexibly with our customers as needed in the future.”

Individual Strategies

The team around Jan Meischein develops individual omnichannel strategies for its clients in addition to its customer service offerings, ranging from standardized starter packages for startups to tailored individual solutions for established brands. “We not only develop the software for a system-supported, high-performance order management,” says Meischein, “but we also take over all services in the areas of accounts receivable and risk management, review management, and carrier claims management.”

Further expanding the omnichannel retail sector

In the long term, Fiege aims to continuously expand its service offerings in the omnichannel retail sector, says Christoph Mangelmans, Managing Director of Omnichannel Retail: “Customer service is the figurehead of every online shop – in the otherwise largely impersonal e-commerce business, direct contact with customers only occurs here. It is all the more important for us as a service provider to position ourselves in a future-oriented manner and create attractive solutions – for brands and consumers.”

Photo: © Fiege