PPB August 2019

FEATURE | PPAI Pyramid: Supplier Stars division, Leashables, now known as OraLabs Promotional Products, was launched in 2005. Primary product category: USA-manufactured personal care products Company philosophy on communication and customer service: The sales team can bring in the business, but excellent customer service is what keeps the business. We use automated emails and phone calls to keep our customers updated on their orders; 24/7 order status is also available on our website and provides up-to-date information. How it keeps product and packaging offerings fresh and in- demand: We are constantly doing R&D to offer on-trend containers, formulas and fragrances. For example, because of the new sunscreen regulations that ban certain ingredients shown to damage coral reefs, we developed our new SPF 50+ mineral-based, all-natural, reef-safe, broad-spectrum Sunscreen Stick. Why it excels among industry suppliers: With 30 years of manufacturing, marketing and distribution experience within our business segments of retail, promotional products and contract manufacturing, OraLabs has become the largest private label lip balm manufacturer in the USA and is the go-to source for best-in-class promotional distributors, retailers and some of the largest consumer product brands in the world. —— AWARD OF MERIT —— $5,000,001-$10,000,000 —— SUPPLIER STAR —— Insights from Nate Robson, director of business development Years in business: 23 Primary product category: Personal care items Company philosophy on communication and customer service: Our goal when it comes to communication is to be prompt, clear and as transparent as possible. There is a lot that goes into each order and without excellent communication, things get missed and people get let down. Customer service is truly a mindset and a commitment to serve. To fill the role of customer service in our organization, you have to be willing to embrace the following statements: I will demonstrate empathy, understanding and competency; I will take ownership of problems and see them through to resolution; I will ensure that every customer feels valued and work to earn the right to have them speak highly of us. How it keeps product and packaging offerings fresh and in- demand: As a contract manufacturer for several cosmetics brands in the retail space, we have our pulse on what is trending in that universe. This exposure gives us a leg up in identifying what consumers are looking for, and we try to leverage that knowledge as we think about what to provide in the promotional products space. Why it excels among industry suppliers: One reason we have excelled as a supplier is that we continue to stick with what we are great at. There is plenty of temptation to expand beyond the categories we currently serve to drive more top-line revenue. However, our decision to not divert focus away from our core products allows us to achieve a level of expertise that wouldn’t be possible if we strayed from our lane. With that laser focus, I am excited to see in what creative ways we continue to improve our customers’ experience and add value in the future. $10,000,001-$20,000,000 —— SUPPLIER STAR —— Insights from Kippie Helzel, MAS, vice president of sales Years in business: 27 Primary product category: Water bottles Company philosophy on communication and customer service: We respond to all emails within an hour maximum, even if just to acknowledge that more time is required to provide the answer. We also turn large volume quotes around within an hour. We reply to all and make sure to answer the questions specifically. How it keeps product and packaging offerings fresh and in-demand: We try to follow retail trends in drinkware to offer current styles and read all the industry publications to see what trends are ahead, product and style wise. Why it excels among industry suppliers: For any supplier to have top ratings and even be in the running for Supplier Star, it all boils down to your team and your company culture. We are lucky to have a great customer service staff that has been with us for many years, and they | AUGUST 2019 | 23