// MANAGED_ACCOUNT_PROGRAM
The Difference Isn't the Warehouse. It's the Team Running Your Program.
Most 3PLs sell space and labor, and account management is an afterthought. We're the last set of eyes on your product before your customer sees it, so we built our model around a team accountable for your program.
Productiv's Managed Account Program wraps a team around your brand: a long-tenured Account Coordinator who sits in our warehouse next to your product, a named Director backup so coverage never lapses, and a dedicated account inbox where every message is seen, owned, and resolved. Orders, production, and exceptions are managed every day; SLAs and EDI connections are reviewed every week; your growth goals are reviewed every quarter with our executive team. Productiv is for companies that need more than a 3PL.
10+ yrs
average tenure of line leads, supervisors, account coordinators, and site managers
99%+
SLA performance reached within 30 days of onboarding
2–4 wks
to bring a new retailer EDI connection live (industry norm: 2–4 months)
100+
retailers with pre-wired EDI connections via SPS Commerce
Your team, wrapped around you. Live, all day.
A long-tenured Account Coordinator who sits in our warehouse, next to your product, learning your business.
Coordinating directly with receiving, inventory, shipping, and production on your behalf throughout the day.
Never uncovered.
A named Director backup means coverage never lapses: vacation, illness, or a surge somewhere else in the building.
Every message seen, owned, and resolved.
A dedicated account inbox monitored by the Productiv team, not a shared ticket queue.
Site team
- Account Coordinator
- Dir. of Account Mgmt
- Site & Regional Mgmt
HQ support
- IT & Integrations
- Transportation
- Procurement
- Executives & Owners
Every day. Every week. Every quarter.
Every day
Orders, production, and exceptions managed in real time by your Account Coordinator and the dedicated account inbox.
Every week
Operations call reviewing SLAs, open items, and improvement actions, plus our EDI connection review through SPS Commerce.
Every quarter
Business review with our executive team, focused on your growth goals.
Four things we own so you don't have to
Labor is the visible part of a 3PL. The program only works when production planning, IT, transportation, and executive ownership are run by the same accountable team.
01 · Labor & production planning
Your production schedule, managed against the calendar that matters
- Production planned against launch dates, ship windows, and cancel dates.
- Component-level inventory accuracy: every component tracked in and out as it is consumed into kits.
- Club packs, PDQs, and displays executed at line speed.
- A W2-only workforce, no temp agencies; line leads, supervisors, and site managers average 10+ years of tenure.
02 · IT & integrations
EDI, carts, marketplaces, and ERP, owned end-to-end by our IT team
- EDI managed end-to-end via SPS Commerce, with weekly SPS reviews to keep every connection healthy.
- New retailers live in weeks, so your first PO ships on time.
- Cart, marketplace, and ERP integrations built and maintained for you; client portal with real-time order status and inventory.
- Hands-on training for your team.
03 · Transportation
A multi-carrier program we negotiate and you benefit from
- Multi-carrier parcel and freight program.
- Cartonization, DIM weight, and mode selection reviewed continuously.
- Packaging tuned to cost and inventory levels.
- Major-retailer routing guides owned by us: labels, packing slips, carton specs, and ship windows.
04 · Executive ownership
Owners and executives in the loop, not behind a hierarchy
- Quarterly business review with our executive team, focused on your growth goals.
- Executives and owners sit in HQ support alongside IT, transportation, and procurement.
- Direct access to decision-makers; there is not a lot of hierarchy in the organization.
- Chargeback promise: our error, our credit — with root cause fixed.
Kitting, DTC, and B2B, each managed to the metric that matters in that channel
Kitting, assembly & POP displays
- Your production schedule, managed against launch dates, ship windows, and cancel dates.
- Component-level inventory accuracy: every component tracked in and out as it is consumed into kits.
- Club packs, PDQs, and displays executed at line speed.
DTC fulfillment
- Real-time responses: orders, questions, and CS escalations never wait.
- Exceptions owned end-to-end: address corrections, reships, and carrier claims handled for you.
- Personalization managed order by order: embroidery and direct-to-film via ProFlow, same building, same inventory.
B2B fulfillment
- Managed to your retailer scorecards: OTIF, fill rate, and compliance metrics.
- Major-retailer routing guides owned by us: labels, packing slips, carton specs, and ship windows.
- ProVantage: every case, label, and pallet scanned to your ASNs.
- Chargeback promise: our error, our credit — with root cause fixed.
Chargeback promise
Our error, our credit — with root cause fixed.
Communication is the thing clients mention first
“I have direct access to the key decision-makers, Paul and Doug, and they make decisions quickly. There's not a lot of hierarchy in the organization, so if we need something done, a 10-minute phone call is all it takes.”
John Toler
CEO, Evergreen Enterprises
“Productiv has a very good team on our account, they've made it run very smooth, and they've done it pretty flawlessly. That's very big for me because I do production planning and transportation so for it to go smooth from beginning to end is really important for my job.”
Kassy Oertner
Production Planner, Buzzy Seeds
“We get a lot of requests from large retailers. Productiv's willingness to accommodate work from us and have awesome communication is really what makes them a head above other people we've talked to.”
Chuck Springer
Procurement Manager, Buzzy Seeds
Frequently asked questions
What does account management at a 3PL actually include?
At Productiv, account management is the operating layer around your program, not a help desk. It includes a long-tenured Account Coordinator who sits in our warehouse next to your product and coordinates receiving, inventory, shipping, and production on your behalf all day; a named Director of Account Management as backup so coverage never lapses; a dedicated account inbox where every message is seen, owned, and resolved; and a fixed cadence of daily exception management, a weekly operations and EDI review, and a quarterly business review with our executive team.
Which 3PLs are known for good communication and customer service?
The 3PLs known for communication are the ones that assign a named person in the building, not a ticket queue. Productiv's Account Coordinators sit in the warehouse with your product, our line leads, supervisors, account coordinators, and site managers average 10+ years of tenure, and clients have direct access to the owners. Evergreen Enterprises' CEO put it this way: a 10-minute phone call is all it takes, with no waiting on an SVP for approval.
How does the chargeback promise work?
Our error, our credit, with root cause fixed. If a retailer chargeback traces to a Productiv error (a label, an ASN, a pack, a ship-window miss on our side) we credit it, and we run the root cause to ground so it does not repeat. Every case, label, and pallet is scanned to your ASNs through ProVantage, and your program is managed to your retailer scorecards (OTIF, fill rate, and compliance metrics), so the evidence to dispute a carrier or receiving error is already on file.
How often will we hear from our account team?
Every day, every week, and every quarter. Daily: orders, production, and exceptions are managed in real time through your Account Coordinator and the dedicated account inbox. Weekly: an operations call reviewing SLAs, open items, and improvement actions, plus our EDI connection review through SPS Commerce. Quarterly: a business review with our executive team focused on your growth goals. Real-time responses are the standard; orders, questions, and CS escalations never wait.
Who handles EDI, integrations, and carrier negotiation?
Productiv's HQ support teams do, on your behalf. Our IT team owns EDI end-to-end via SPS Commerce, runs weekly SPS connection reviews, and builds and maintains your cart, marketplace, and ERP integrations and client portal, so new retailers go live in weeks and your first PO ships on time. Our transportation team runs a multi-carrier parcel and freight program (we negotiate, you benefit) and continuously reviews cartonization, DIM weight, mode selection, and packaging against cost and inventory levels.
Is the Managed Account Program an add-on, or how every program is run?
It is how every Productiv 3PL program is run. Most 3PLs sell space and labor and treat account management as an afterthought. We are the last set of eyes on your product before your customer sees it, so we built the model around a team accountable for your program. The structure scales with program complexity, and the executive and owner involvement is real: clients have direct access to Paul Baker and Doug Legan, and decisions get made quickly.
If your 3PL's account manager is a ticket queue, we should talk.
Tell us what your program looks like today and where the communication breaks. We'll show you who would sit on your account, in which building, and how the first 30 days run.
Talk to an Operations ExpertResponse within 24 hours. No gatekeepers.