Fulfilling orders and strengthening brands. Our commitment to enhancing the client experience goes beyond the traditional 3PL approach. By prioritizing proactive communication, personalized service, and a culture of collaboration, we ensure that each client feels supported and understood. In this Q&A, our account executives Anarita Da Silva, Alexis Pairis, and Carmen Chan share insight into what makes NRI truly unique and how we elevate the client experience. 

Q: Can you describe what sets NRI apart from other 3PLs (in terms of client experience)? 

Anarita: What sets NRI apart from other 3PLs is the heavy emphasis we put on establishing strong, transparent and collaborative relationships with our partners. We consider ourselves an extension of your brand and strive to provide excellent service to help nourish and grow your brand. We celebrate your wins and are there to provide guidance and support through hard times. Our team strives to be the first person you want to call to bounce ideas off of, celebrate, or ask for help. 

Q: What are some common challenges clients face and how do you help overcome them? 

Anarita: Some common challenges brands face are coming up with new ideas when they must quickly pivot, especially during unpredictable economic climates. We are a solutions-oriented 3PL and work through challenges by bouncing ideas and working collaboratively with the many great minds at NRI alongside our partners to overcome hurdles that aren’t always planned for. These challenges can range anywhere from forecasting, what to charge customers at checkout, how to clear out ageing inventory and capacity planning for unexpected increases to inventory. 

Q: The end of the year is always a busy time for brands, as an account executive how do you handle peak season? 

Alexis: The first and most important thing is proactive preparation and communication between our clients and the team. We ask for forecasts ahead of time, we organize the facilities to optimize the layout for each brand, we hire and train the best people, use the right technology, and streamline all our processes before peak hits. Then when the work starts to roll in, we’re a well-oiled machine. It’s really when NRI shines. 

Q: How important is communication and collaboration between you and your clients? 

Alexis: It’s through consistent collaboration that we learn and understand each other. Each brand I work alongside is very different and has different goals. I have regular meetings with our clients across all departments of NRI to align to support them and get to know their business. We are better together after all! 

Q: How does NRI culture contribute to a positive client experience? 

Carmen: I think our team lives and breathes each of our core values. Daily interactions whether they are internally or with client are seen as opportunities to share our values, learn from each other, and affirm excellence. This makes for a supportive and collaborative culture that allows each person to excel in their roles and as a result, strive to understand and provide a positive client experience. 

Q: How do you build strong relationships with clients? 

Carmen: Communication is key. We strive to be available and prioritize timely and clear responses and be proactive in addressing any potential threats. When there are mishaps, we are eager to address them effectively to minimize them from reoccurring. Transparency in communication allows the NRI and client relationship to better understand each other and collaborate effectively.