FORWARD-THINKING
CUSTOMER SERVICE

For over 30 years, one of PIP's most cherished corporate values has been to deliver a "WOW experience" to our customers and valued distributor-partners. Crucial to this charge is understanding and anticipating the needs of our customers, and continuing to exceed expectations with a level of service that is second to none.

"...we've seen errors decrease tremendously, we are able to see orders processed very efficiently, we're able to train people faster and on-board people in every different area, whether it be in Memphis, TN, California, or New York."

- Bridget Milot, Vice President of Administration

Our Customer Service department is now divided into Two Centers of Excellence – Order Management and Customer Service. Branching our representatives into specialized roles has resulted in direct access to knowledgeable and skilled personnel to provide primary and backup service, exceptional response time to phone/email inquiries as well as guaranteeing seamless order processing and fulfillment – all to exceed our customers' expectations.

Watch the video to learn more about our teams and how we are working to best serve you.

"Our customer service experience is just about that, service. So we've improved the service we're providing to our customers and the team is excited about doing that without any other distractions."

- Dianne Greco, Director of Customer Service

Customer Service Team

Our team of highly experienced Customer Relationship Specialists dedicated to servicing our valued customers. This includes:

  • Resolution of any issues related to open orders, inventory and price questions
  • Technical questions that include specifications, applications and crosses
  • Processing of sample requests
  • Facilitation of any other issues

Phone: (855) 284-6800
Fax: (518) 861-0144
Email: customerservice@pipusa.com

"PIP over the last few years has made many changes, and all of them have been for the better of the customer."

- Denise Thomas, Director of Order Management

Order Management

Order Management is made up of several teams, which are completely dedicated to Order Processing. Specifically, this includes:

  • Order entry and confirmations via all means including EDI
  • Made-to-Order and Custom Logo order processing

Place all orders to: orders@pipusa.com
Logo orders and inquiries: logoexpress@pipusa.com

ORDER PROCESSING

Distributor orders are entered continually through the day and shipments are made against those orders. Invoices are faxed or emailed overnight reflecting the items ordered, quantity shipped and billing price. Freight carrier and tracking information is included on the invoice. We believe that providing our customers with timely and accurate information empowers you to manage your business more effectively.

SHIPPING

PIP ships from our distribution centers in Guilderland Center, NY, Rancho Cucamonga, CA and Memphis, TN. They are positioned to support 95% of our customers within 48 hours of an order. All of our DC’s utilize 4-tiered racking, a common ERP system and are sized as follows:

  • Guilderland Center – 165,000 sq. ft.
  • Memphis – 255,000 sq. ft.
  • Rancho Cucamonga – 60,000 sq. ft.

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