OC Tanner Customer Service — Practical, Expert Guide for Clients and Procurement

Overview of OC Tanner customer support model

OC Tanner is a long-established provider of employee recognition and rewards programs; for organizations evaluating or using their services it helps to treat the OC Tanner customer-service experience as a mix of program management, product fulfillment, and technical support. Customer service is delivered through account teams (strategic and implementation), a centralized support function, and e-commerce/order fulfillment channels. For ongoing programs the account manager is the primary point of contact for strategy, while the support team handles day-to-day order and technical issues.

As with any recognition vendor, expect three distinct support flows: (1) pre-sales and consultative advice on program design and pricing, (2) implementation and platform set-up (including integrations with HRIS and single sign-on), and (3) order fulfillment and after-sales service for awards, engravings, and shipments. Understanding which flow you need before contacting the vendor shortens response time and improves outcomes.

How to contact and what to prepare

Start with the official website (https://www.octanner.com) to open a support ticket or locate your assigned account team’s contact information. If you are a client, log in to your client portal first — most case history, order numbers, proof approvals, and invoice PDFs are stored there and accelerate agent troubleshooting. For urgent operational issues (missing shipments, incorrect engravings) you should have three pieces of information ready: your client ID or account number, the program/order number (example: ORD-2025-XXXX), and the SKU or item description as it appears on the portal.

When you call or email, use clear categorization: “Production” for award manufacturing errors, “Logistics” for shipping/delivery problems, “Platform” for site access and integration questions, and “Billing” for invoices or credit issues. This allows routing to the right specialist and reduces back-and-forth. If you work with a procurement or legal team, include PO number and billing contact up front—this typically reduces invoice disputes and pay-cycle delays.

Information to have ready before contacting support

• Account/client ID and assigned account manager name (if known).
• Order number or transaction ID; SKU/product code(s) and quantity.
• Desired resolution and deadline (e.g., replace engraving within 10 business days).
• Shipping address and original tracking number (for logistics issues).
• Screenshot or PDF of proof approval and any email approvals related to the order.

Typical response expectations and service levels

While exact SLAs can vary by contract, a practical expectation for recognition vendors is: initial acknowledgement of a standard support ticket within 24 business hours, expedited response on production or shipment issues within 8 business hours, and resolution timelines that depend on the problem type (simple account issues resolved in 1–3 business days; custom-manufacturing or reorders 2–6 weeks). If you have a contract, review the support appendix for guaranteed response times, escalation paths, and credits for service failures.

For time-sensitive recognition (e.g., service awards tied to a ceremony), flag the order as “time-critical” when you submit your ticket and escalate to your account manager immediately. Ask for a written contingency plan and an estimated new delivery date; effective vendors will provide a rework timeline and options such as expedited shipping or replacement in-stock items to avoid program interruptions.

Common issues, troubleshooting steps, and timelines

Common client problems include: incorrect engraving text, wrong sizes or finishes, shipments delayed or partial, and integration errors with HR systems. Quick troubleshooting steps: verify the approved proof (date-stamped), confirm the SKU and quantity against packing slips, and check the carrier tracking updates (FedEx, UPS, DHL numbers are typical). In many cases a customer-service agent will request a photograph of the damaged item within 48 hours of delivery to initiate a return or remake.

Lead times are important: stock, monogram, or standard awards typically ship in 3–10 business days; custom pieces and large bulk orders often require 4–8 weeks (design, tooling, engraving, quality checks). Plan according to these timelines when scheduling ceremonies or mass shipments; include a 10–20% buffer for unexpected delays such as supply-chain disruptions or holiday surges.

Escalation, dispute resolution, and pricing considerations

If routine support does not resolve an issue, escalate to your account manager and ask for the program’s formal escalation path. Use a short, factual email that includes the original ticket number, desired outcome, and a deadline for response. If still unresolved, the next steps commonly involve a formal credit request, replacement order, or executive-level review; these are often codified in statement-of-work documents or the master services agreement.

Regarding pricing, recognition-award costs vary widely: commodity keepsakes and lapel pins can be $5–$50 each, mid-range engraved awards $25–$150, and fully bespoke trophies or jewelry $150–$1,000+. Platform fees (if applicable) are usually quoted as either a per-employee-per-year subscription (commonly $5–$50/employee/year) or a tiered enterprise fee; always request a detailed quote that separates software subscription from product fulfillment, shipping, and implementation services so you can compare true total cost of ownership.

Measuring service effectiveness and ROI of support

To evaluate OC Tanner customer service (or any recognition vendor), track metrics such as mean time to first response, mean time to resolution, percentage of orders shipped on time, and accuracy rate (orders received without errors). On the program side, measure recognition uptake (percent of employees nominated or sending recognitions), reward redemption rate, and any correlation to retention or engagement scores. Collect quarterly service reviews with your account team and request a written action plan for any metric below target.

Practical KPIs to include in your quarterly review: target >95% order accuracy, >90% on-time shipping for standard items, initial ticket response within one business day, and clear corrective-action plans for repeat errors. Use these measures to negotiate service credits, accelerated tooling, or priority production windows during renewal discussions.

Is O.C. Tanner a good company?

O.C. Tanner has an employee rating of 4.0 out of 5 stars, based on 520 company reviews on Glassdoor which indicates that most employees have a good working experience there.

How long does O.C. Tanner take to ship?

If your award is shipping to your home it should be received 2-4 weeks after you order it. If your award is shipping to your work, it should be received on or around your anniversary date.

What is the return policy for O.C. Tanner?

RETURNS FOR CREDIT
Non-defective items, delivered by O.C. Tanner’s facilities in the United States, Canada, and Europe may be returned for full credit if they have not been customized or damaged and remain in original packaging if the award is returned within six months of the fulfillment date.

Who is the CEO of O.C. Tanner?

Scott Sperry
Welcome Scott Sperry, CEO of O.C. Tanner | O.C. Tanner | 31 comments.

How do I contact O.C. Tanner?

O.C. Tanner Company

1. 1930 South State Street Salt Lake City UT 84115.
2. (801) 486-2430.
3. (801) 483-8245.

What kind of company is O.C. Tanner?

Company Overview
O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud employee recognition platform helps millions of people thrive at work.