VGM Fulfillment invests in customer service

WATERLOO, Iowa – VGM Fulfillment, a licensed third-party logistics provider and wholesale distributor of medical devices, has built a Key Accounts Team to complement its existing sales team and, ultimately, better serve its customers. 

Jonathan West, Shalini Douglas and Jenn Alpers comprise the new team and report to Scott Owen, senior vice president of key accounts for VGM Fulfillment, who transitioned from his previous role as senior vice president of contracting for VGM & Associates in late 2022. 

“It’s an investment in the business that will benefit our customers,” said Owen. “Jonathan, Shalini and Jenn are well known names in the HME industry. Combined, we have 40 years of experience.” 

West previously worked for Homelink, another division of VGM, and Douglas and Alpers worked for Associates. They transitioned to Fulfillment in the first quarter. 

The Key Accounts Team will “complement” the existing sales team, which includes Sarah Conger and Matt Flaherty, Owen said. 

“Sarah and Matt are empowered to go after new customers, while we’re there to mature the process,” he said. “We’re there to mature accounts for longevity.” 

The new team reflects VGM Fulfillment’s growth, particularly during the COVID-19 pandemic, when the company launched a new program to ship CPAP devices directly to patients on behalf of its customers and opened a fourth warehouse in Shiremanstown, Pa. 

“I’ve been in this industry for 30 years now,” Owen said. “We’re not just picking, packing and shipping products. We now have a service-oriented return program, asset management and more. We’re not just moving boxes.”