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ORDER PROCESSING, BILLING, SHIPPING, AND CUSTOMER SERVICE IPG operates its own order processing and shipping facilities. By keeping these essential functions in-house, IPG is able to offer unusually responsive customer service. Orders are, with rare exceptions, filled within 24 hours. Rush orders received in the morning are routinely shipped that same day, and afternoon orders are shipped the next working day.
Incoming purchase orders from the major customers are processed through EDI (Electronic Data Interchange), which drives advanced and highly customized fulfillment software provided by Cat's Pajamas. Each EDI purchase order generates a POA (Purchase Order Acknowledgement) for the customer that specifies which titles on the order can be shipped and the status of titles that cannot yet be shipped. |
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Mark Noble VP Operations Mark has been with IPG since 1988 and has worked in all aspects of Operations. His current responsibilities involve oversight of the Customer Service, Order Processing, Distribution Center, and Inventory Control departments and associated staff, and he also works closely with IPG client publishers and customers in the book trade, including Ingram, Baker & Taylor, Barnes & Noble, Borders, and Amazon. He is responsible for the implementation of programming to track warehouse projects including inventory management, barcode problems, stock transfers, and processing of heavy and damaged returns. Results include improved communication, increased efficiency, and the ability to track progress of warehouse projects. Natasha Goss Operations Manager Natasha joined IPG's Customer Service department in 1989. She has had much experience dealing with difficult logistical problems such as this one: if a shipment has arrived at customs and for one reason or another IPG is not informed of its arrival, the shipment will be transferred to what's called the GO warehouse, a horrible place where a shipment can rack up huge storage charges and runs the risk of being auctioned off or destroyed by U.S. customs or the Department of Homeland Security. Natasha has been very successful in avoiding these catastrophic situations by carefully examining and following up on all correspondence with third-party companies that provide forwarding services and arrival notification.
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