How Sustainability Shapes Fulfillment: A Conversation with Our Serviceworks

How Sustainability Shapes Fulfillment: A Conversation with Our Serviceworks at SubSummit

At SubSummit in Dallas, Racklify sat down with Michelle Harris, President and CEO of Our Serviceworks, to talk about how sustainability plays a crucial role in the fulfillment process—and why brands need to plan ahead to reduce waste, build better customer experiences, and grow more responsibly.

Rethinking Packaging: It's More Than Just a Box

In the world of e-commerce fulfillment, packaging decisions often determine whether materials end up in a recycling bin or a landfill. Michelle emphasized the importance of evaluating every component—from recycled-content boxes to paper tape, which is critical for maintaining recyclability. Many brands unknowingly compromise sustainability by using plastic tape, rendering otherwise recyclable packaging non-recyclable.

"All of that packaging hits the consumer's doorstep and eventually ends up somewhere—it’s either recycled or it’s trash," Michelle explained. "You have to think through the full lifecycle."

She also encouraged the use of recyclable void fill that protects the product without adding unnecessary waste.

Sustainable Fulfillment Matters to Customers, Too

Beyond environmental impact, consumers increasingly care about packaging waste. Michelle highlighted how negative reviews often center on oversized boxes, excessive air, or frustrating packing peanuts—elements that detract from the unboxing experience.

In the subscription and e-commerce space, where every delivery can feel like a gift, packaging is part of the brand identity. Michelle referenced the emotional impact of the "Christmas Day" unboxing moment and how brands can elevate that feeling with thoughtful, sustainable materials.

Growing with a Sustainability Mindset

Michelle also cautioned against jumping too quickly into custom packaging before understanding long-term needs. Brands that invest heavily in custom boxes early on may find themselves stuck with unusable materials when their SKU mix changes or product lines evolve.

Instead, she suggests scalable branding solutions like custom paper tape or flexible packout configurations. She emphasized that smart 3PLs help clients think ahead—selecting right-sized boxes with minimal air and providing customization options that don’t lock them into wasteful inventory.

"Ask your 3PL: What’s your standard packout? Is it recyclable? And what are my options if I want to customize without overcommitting?"

Meet Our Service Works

Based in Dallas, Texas, Our Serviceworks is a climate-controlled, FDA-registered fulfillment center that specializes in subscription boxes and health and beauty products. The company is actively taking on new clients and helping growing brands improve efficiency while reducing environmental impact.

"We're having a great time connecting with brands here at SubSummit," Michelle shared. "If you’re in beauty or subscriptions, we’d love to talk."