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ORDER PROCESSING, BILLING, SHIPPING, AND CUSTOMER SERVICE continued . . . IPG owns and operates a 130,000-square-foot distribution facility that contains approximately four million books. The major accounts are shipped by truck several times a week. The books ordered by smaller accounts are picked along with the books ordered by the majors-they do not get second-rate service-and are shipped via UPS or FedEx.
Every returned copy is electronically scanned and carefully inspected, and shippable copies are returned to stock. (Many distributors now simply discard all returned books whether or not they are damaged). Damaged copies are handled according to individual publishers' instructions. |
The distribution facility is highly computerized. The books in every order are scanned into the ASN (Advanced Shipping Notice) software that checks for accuracy and informs the larger customers, before the shipment is received, what each carton in the order contains.
The entire distribution center is wireless. The forklifts and receiving stations are equipped with computers and scanners. Receipts of stock, stock movements, stock locations, and returns are entered into these computers in real time so that the location and quantity of each title is tightly controlled.
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Jeff Marek Director of Fulfillment Jeff has worked for IPG since 1981. His main responsibility is to see that the distribution center runs smoothly, but he also oversees building and equipment maintenance, orders shipping supplies, and manages a 32-person distribution center staff.
Distribution Center Systems Manager Jason joined IPG in 2001 as a member of the Customer Service Department. He soon showed a flair for working through complicated processing issues and a strong understanding of how computer solutions can be applied to such issues. Jason has helped IPG achieve and maintain its leading role in the integration of technologies into the book distribution industry.
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