In order to deliver reliable touch screen products according to customers’ demands and exceed their expectations, each department is working in its specific position and playing as a team to sail.
Therein, I will introduce you to some of our company Depts. Related to customers and orders.
Sales Department: Responsible for the confirmation of customer requirements and expectations for products, including delivery and post-delivery requirements;
communicating with customers before, during and after sales, handling customer information in a timely manner, establishing customer files and updating them in a timely manner;
Negotiation and confirmation of the sales contract, confirming that the terms of the sales contract are complete and accurate, responsible for the process of payment, and strictly implementing the price and delivery requirements
Business department: Commerce is the center point of this order management procedure, responsible for organizing contract reviews before signing (revision), and keeping and reviewing records of the corresponding measures decided;
Reviewing the implementation of policies such as order price, payment method, customer's receivables, and liability for breach of contract, and approving delivery requests;
Coordinating delivery, organizing delivery approval, customs declaration and product delivery;
Collecting, analyzing, and providing sales data, establishing a customer credit evaluation system and organizing the implementation, providing customer information to sales, and updating and improving customer files.
Customer Service Department: Responsible for transforming customer requirements into product specification requirements, as well as reviewing customer after-sales special needs
Responsible for communication with customers, including technical services, customer complaints, etc., collecting customer opinions and evaluating of satisfaction
R&D Department: Responsible for reviewing touch display design and development capabilities, customer demand product technology has been documented and can meet customer demand for touch solutions.
Product Department: Responsible for product configuration and product specifications to meet customer demand for products
Production Management Department: Responsible for reviewing product production capacity and delivery time, and promoting the internal achievement of customer expected delivery time
Quality Department: Ensure that product testing requirements have been documented and can meet customer needs
Responsible for reviewing new products, quality requirements for customized products, and testing capabilities for customers' special quality requirements.
Finance Department: Responsible for customer payment methods, review of customer credit or credit changes, and review of financial risks for new customers;
Responsible for calculating gross profit margin and providing price decision support to the general manager.
General Manager: Responsible for price decisions and overall product risk decisions.
Procedure
Confirmation of customer needs
When the sales receive the customer's written demand or oral demand, it is necessary to confirm the customer's name. Contact number/fax. Contact person. Delivery period. Product name. Specifications/models. Custom design, Quantity. . Whether the payment method and other information are complete and correct, including the following:
a) Requirements specified by the customer, including product quality requirements and requirements in terms of price, size, pre-delivery and post-delivery activities (such as transportation, warranty, training, etc.):
b) product requirements that are not expressly required by the customer, but are necessarily covered by the intended or intended use;
c) The legal and regulatory requirements related to the product, including the requirements related to the product and the product realization process in terms of environment and certification;
d) Additional requirements determined by the enterprise.
Review of customer needs
After receiving the notice of winning the bid, before the contract is signed, the sales department is responsible for preparing a draft contract according to the requirements of the bidding documents and other relevant materials or providing a draft contract by the customer, and organizing the administration department, manufacturing department, quality department and technical department. The general manager reviews the draft contract and fills in the "Draft Contract Review Record", which includes:
A. Whether the terms of the draft contract comply with national laws and regulations;
B. Whether the contract text adopts the standard text of the "Contract"
C. If the contract is inconsistent with the bidding documents, whether it has been properly handled;
D. How to regulate the content and basis of the allowable adjustment, and whether the contract delivery terms are clear;
E. Whether the adjustment of the contract price and the settlement method is clear and reasonable;
F. Whether the delivery date, the scope of the quality grade inspection and evaluation standards are clearly specified, the product warranty, the time requirements for delivery and acceptance;
G. Client requests that in the absence of written instructions should ensure that oral agreements are confirmed before they are accepted;
H. Whether the supply is clear;
I. Whether the rights, responsibilities, rewards and penalties of both parties are equal and reasonable;
Sign the contract:
After the agreement is negotiated and the contract text is sealed, the handler should register with the sales department, and fill in the contract overview and contract review results on the "Contract Registration Form". Only after the representative or legal representative client signs, can the special contract seal be affixed, and the official contract text with legal effect;
Verification:
After the contract is verified, the verification (notarization) shall be handled by the sales department according to the requirements of the relevant departments; after the contract is signed, the sales department shall prepare the "Contract Registration Form", and the original of the contract shall be submitted to the office for archiving;
Changes to the contract:
If the customer has new or changed requirements during the execution of the contract, the sales department shall communicate well with the customer to ensure a correct and complete understanding of the customer's new or changed requirements; Review the requirements for changes and keep the Contract Change Review Record;
Communication with customers
Before the product is shipped. During the sales, the sales will give feedback and communicate with the customer on the finish of the contract/agreement/order
After the product is sold, the customer service department collects the feedback information from customers in time, effectively handles customer complaints, organizes technical services and maintenance of product failures, and properly handles customer complaints to achieve customer satisfaction.
Customer demand order finish
After receiving the approved order, the business will execute the order delivery process, track the completion status of the order and give feedback to the sales in a timely manner
Still have doubts about our responsibilities or how the touch screen order is processed, write to sales@Horsent.com, and we will clean your concerns.
Post time: Jul-20-2019
