Orgill: Focusing on Making Its Customers Successful for 175 Years

This year, Orgill, Inc.—the world’s largest independent hardlines distributor—is celebrating its 175th anniversary, a milestone few companies reach and one typically associated with a smaller business that peaked decades earlier.

Orgill, however, is growing faster than ever. Its sales have doubled over the past 10 years to $3.6 billion annually, and are 15 times what they were in 1990.

Headquartered in Collierville, Tn., Orgill serves more than 12,000 retail hardware stores, home centers, pro lumber dealers, and farm stores in the U.S., Canada and over 50 countries around the world.

What’s Orgill’s key to not just surviving but thriving after 175 years? Its unveering focus on the retailers it serves. “The company has continuously adapted over the years to serve our mission ‘to help our customers be successful,’” shared Boyden Moore, president and CEO. “The simplicity of our mission, complemented by our core values of Customer Centered, Integrity, Teamwork, and Excellence, provide a clear framework for how the business has been managed throughout our history. It has been the key to our growth and success navigating through wars, pandemics, depressions, recessions, technological and competitive changes.”

Retailers have immediate access to more than 75,000 SKUs in each of its eight distribution centers. Drop Ship programs are available from the industry’s leading manufacturers. Its distribution facilities are among the newest and most efficient in the industry, with order accuracy rates of 99.6% and industry-leading fill rates.

Randy Williams, executive VP of distribution, said, “In our distribution centers, we know we represent the ‘last mile’ as we work to get our products into our dealers’ stores. With that always in focus, we always keep our customers in the forefront as we continue to improve.”

The distributor operates one of the industry’s largest truck fleets. Roughly 98% of customers receive their shipment on a scheduled Orgill truck within 48 hours of placing an order.

The company also boasts one of the largest field sales teams in the industry with more than 350 reps strategically located throughout North America. They work side by side with customers to help identify and address opportunities in the dealer’s local market.

The field staff is supported by a highly skilled team of customer service specialists located in each distribution center, as well as the Collierville home office, who all share the same commitment to the customer’s prosperity.

“Regardless of what role you have within the company, the mission is clear and everyone understands that when our customers succeed, Orgill succeeds,” noted David Mobley, executive VP of sales. “We’ve always worked hard to get to know the customers we serve and to do all we can to understand their business and the challenges they face. Simply put, our customers drive Orgill’s success.”

Orgill does not charge dealers a membership fee to be a customer. Its focus is strengthening the dealers’ local brand. Services include market analysis, store design and layout, assortment planning and review, pricing strategies, integrated marketing services, promotional buying, educational seminars—both monthly and at our dealer markets—and shared best practices from their most successful case studies.

And the innovations continue. “Orgill is celebrating its 175th anniversary because of our ability to adapt quickly to any business climate,” concluded Eric Divelbiss, executive VP and CFO. “Our conservative approach to financial and risk management has allowed us to thrive through the ups and downs in the economy, and our simple mission statement keeps our focus in the right place—year in and year out. These business attitudes ensure that our best days are yet to come.”

 

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