Frequently Asked Questions
Frequently Asked Questions About Distribution Companies
Looking for more information about our fulfillment services, print on demand services, or our custom kitting services? Browse our FAQs below.
Is Diamond FDA compliant?
We are HIPPA Compliant and FDA Registered for drug sampling. We have invested in the knowledge and credentials necessary to serve our unique client base. We’ve been managing drug sample distribution for more than eight years from our 3,000 square foot secured sample storage area. Our standard operating procedures were scrutinized and found to meet and exceed industry standards.
Is Diamond responsive?
We continually provide consistent and reliable fulfillment services, which are built on our client-focused account management. Under this framework, every program is assigned a dedicated customer service team, which consist of a minimum of two people. Every team is led by a Program Manager who serves as the primary liaison between Diamond Fulfillment Solutions and the client program coordinator.
In addition, each team is also supported by the entire Diamond Fulfillment Solutions organization. This allows every project to be efficiently managed by a Program Manager, but overseen and processed by our support teams and ensures reliable and responsive service.
Can your facility meet my requirements?
One of the integral components to providing fast and flexible options is our state of the art facility. Our warehouse is completely integrated and automated into all of our systems, providing real-time tracking of all item activities, project performance and shipped packages. Here are a few of the features our facility includes: 100% radio frequency pick operations; Climate-controlled and high-security storage available; More than 25 security cameras tracking all movement.
We are confident our facility will be able to meet and exceed your needs.
Where is your facility located?
Our warehouse facility is located in Waukegan, IL, near Chicago. With 100,000 square feet of warehouse and office space, we are centrally located to provide easy access for air and freight delivery, pickup and delivery service to clients across the country.
Do you offer same-day shipping?
Most orders received before noon can be shipped the same day. For more information, contact our sales team.
What parcel carries have you partnered with?
We’ve partnered with UPS, FedEx and DHL. For more information, contact our sales team.
How do you ensure pick and pack order accuracy?
Our state-of-the-art order processing and inventory control system is constantly updated with the latest technology and software. This is the backbone of our customer service center, as well as our receiving, inventory, order, fulfillment, shipping and tracking functions. As a result, all information is real-time and 100% accurate. Our programmers take great pride in designing and implementing new web-based applications for our clients and have always been proactive in providing better solutions and processes that exceed expectations.
Can you handle unexpected and large volume orders?
With over 35 years of experience in both large and small orders, we have established a comprehensive set of policies and procedures to ensure all requests are handled accurately and efficiently. Regardless of the size of the request, we have the dedicated staff and additional personnel available to support the needs of our clients in a timely manner.
What systems do you have in place to enhance customer experience?
Our ability to provide consistent and reliable fulfillment services is built on our client-focused account management. As your distribution partner, we function as an extension of your team, bringing creative solutions to your marketing programs to meet your ever-changing needs.
We’ve developed a Team-Based Account Management (TBAM) framework that provides reliable and consistent service to a wide variety of programs. Recognizing that each program has unique needs, our TBAM framework has been designed to be flexible so that it can be tailored to meet the specific needs of each program.
Learn more about our account management here.
Do you offer real-time reporting?
Our warehouse is completely integrated and automated into all of our systems, providing real-time tracking of all item activities, project performance and shipped packages. All pickers use handheld scanners to direct them to the next order and item to be picked. Inventory replenishers are automatically notified via their handheld units when inventory levels reach a designated low inventory point.
All warehouse shipping computers are linked to our order processing system and as a result, shipping information is real-time and 100% accurate. Once shipped, data is immediately transferred in real-time to our order processing system for real-time online tracking purposes.
In addition to real-time reporting, customized reports can be created and accessible online for authorized personnel to run at their convenience.