Common use of Customer Service Department Clause in Contracts

Customer Service Department. Describe your company’s customer service department & operations. Your description may include, but is not limited to, hours of operation, number and location of service centers, parts outlets, number of customer service representatives. Clarify if the service centers are owned by your company of if they are a network of subcontractors. In addition to our corporate headquarters, showrooms and manufacturing facility, Allseating holds an international sales and support presence throughout North and South America. We also have sales presence in the Middle East and Asia. Allseating ships aprox 6000 chairs per month out of it's manufacturing facility in Mississauga Ontario. We have presence in 10 showrooms across the US and Canada. Our sales force consists of the Vice President of Sales located in Ontario, 4 Regional Sales Directors with 1 located in Ontario, 1 in Atlanta, 1 in Houston, and 1 in Wisconsin, 7 Canadian Sales Representatives covering all provinces, 74 Us Sales Representatives covering all US States and just under 1000 open dealers. Our head office customer service and warranty team is available from 8:30 am until 5:30 pm Monday through Friday through our toll free customer service direct line as well as via our live chat on our web site. Our Sales Directors and many of our Sales Representatives are available for extended hours and on the weekends via direct cell phone or email service. Our rep locator on our web site at ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/replocator allows users to search by state or province for contact information for the Rep nearest them. Our customer service team / Sales Support, is comprised of 6 Sales Support Reps (CSR) and one Manager. One CSR is also responsible for all health care orders and another for all GSA orders. Each CSR has a defined territory and group of Sales Reps that they are responsible for. While any CSR can respond to general questions and has knowledge of all our contracts, the Territory CSR will have intimate knowledge of the customers within their assigned territory. Our CSR's receive bonuses based on assisting their territory sales reps in achieving their sales goals, so have a vested interest in ensuring all customers have the best customer service experience possible. Sales Support will respond to emails or phone calls within 24 hours of receipt. The Sales Support team will process orders, ensure accurate information on the production order, discuss and advise the client in writing if any discrepancies exist, acknowledge the order to the client, dealer and sales representative, follow up to assure on time production scheduling. The Sales Support team can also be contacted directly toll free as well as via Live chat on the website to answer any product questions, order replacement parts, check order status, change orders, reschedule orders, provide expedited lead-times and the like. Delivery and installation times will be coordinated with the Customer, and the local Sales Representative, Dealer and service personnel. Large Orders or orders requiring white glove are project managed by Sales Support. Additionally, the Sales Support Manager reviews tangible results of contract fulfillment monthly. These factors include timely order processing, and resolution of any order inconsistencies (as applicable) within prescribed time frames, on time shipping and delivery within production scheduling parameters to the client special request and receipt by the client of a product in perfect condition. This is captured in the monthly score card Report and meeting. Allseating’s standard lead times to ship product currently are 3-4 weeks from receipt of order. Dependent upon the delivery location an additional 3-10 days may be required to complete the installation of the product. Approximately 95% of our product line is available on our 5-day quick ship program. Product will ship within 3-5 business days of receipt of a purchase order in quantities of 25 or less. All orders are processed in a Just in Time manner and shipped the same day they are completed. The company employs a state-of the art Enterprise Resource Planning (ERP) system which includes an MRP (Materials Resource Planning) module to ensure that accurate raw materials inventories are always maintained. We employ bar-code scanning at all major workstations to ensure order accuracy and to provide real time order tracking throughout our process. All major components have back-up sources of supply to address any unexpected supplier issues. We use only approved long-term partners for shipping and installing our products. Procedures are followed for the management of back orders, including ensuring timely notifications (e.g., within 24 hours of receiving notification from manufacturing, etc.) to all Purchasers of any possible delivery interruptions or product shortages. As soon as our Purchasing team is advised of a back order from our supplier, sales support is advised. Sales support reaches out to the dealer and/or customer to advise of the delay with 2 options – 1) option of back order; 2) offer the client a comparable product or fabric option to review and choose from. Once dealer or client advises on how they wish to proceed, sales support checks the stock levels so we can ship the order sooner than the delayed backorder date. For large projects with short timelines, often, Purchasing will put fabric or components on reserve with the supplier in advance of the PO being received in house. In all cases where a part or product requires substitution, we will offer the client a comparable or more expensive product/part at no additional cost. While every effort will be made to turn around quotes & requests as soon as possible, our standard lead time is 72 hours (3 business days) for all quotes and quote amendments upon the receipt of all relevant information; including any and all Special Quotes and Special Product Requests for discounting and specials applicable to the quote. Some queries can be responded to immediately and some can take more time as the responses are linked to other department/stake holders. Warranty claims are made through our claims portal on our web site at ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/ All warranty and non-warranty product or parts issues are directed to the Warranty Response Team Leader who will reply to phone calls and email within 4 hours of the original request. The warranty team leader may determine that a site visit is required to better ascertain the correct course of action and would send a plant representative to the location within 48-72 hours or at the customer’s earliest convenience. The warranty team leader will then coordinate the communication to all parties concerned the findings of the site visit and the plan and timing for any necessary repairs/replacements etc. Allseating tracks quality and service levels on a monthly basis and takes corrective actions as necessary. Items tracked include: Ship date adjustments (both customer requested and changes due to parts constraints), Out of box quality, packaging and production errors, supplier quality performance, order entry # of orders with breakdown of quick ship and non quick ship orders, # of calls received by customer service, response time and number of dropped calls, # of live chats through web site live chat function, freight damage / loss by carrier, carrier performance, factory maintenance, safety - first aid injuries - all tracked by month and YTD trends. Issues are addressed and corrective action is taken as needed. A scorecard meeting is held monthly with all department heads. As required, processes are reviewed and changed to ensure excellent service throughout the order/production/shipping/installation process. A copy of a scorecard document is attached in the additional documents section.