Servicestandards für den Verkaufsinnendienst

End-to-End Sales Flooring Process Management

Handle inquiries, provide professional quotations (FOB/CIF/DDP terms), and recommend suitable products (e.g., SPC/WPC/PVC laminate flooring).

Coordinate with technical teams for customized solutions (size/design/click-lock systems), manage sampling, and secure client approvals.

Oversaw post-contract processes (production tracking, pre-shipment inspection, booking shipments) to ensure on-time delivery.

To ensure customer satisfaction, enhance cooperation efficiency, and maintain a professional image, foreign trade companies shall adhere to the following service standards:

I. Customer Communication Standards

Response Time

Business hours: ≤2 hours (urgent requests within 30 minutes)

Non-business hours: Set auto-reply with emergency contact details

Language Proficiency

At least bilingual service (English + Chinese; key roles must speak client’s native language)

Avoid industry jargon; ensure zero ambiguity

Transparency

Quotations must detail cost breakdowns (FOB/CIF terms explained)

Real-time order updates (production/logistics milestones)

II. Order Execution Standards

Documentation Accuracy

Error rate ≤0.5% (double-check PI, BL, CO, etc.)

Provide standardized templates (e.g., inspection reports)

Quality Control

100% pre-shipment inspection (HD video + third-party test reports)

Accept client-designated inspectors (e.g., SGS/BV)

Logistics Assurance

Proactive delay alerts (initiate contingency plans if exceeding ETA by 48hrs)

Mandatory cargo insurance (minimum: All Risks coverage)

III. After-Sales Service Standards

Complaint Resolution

Propose solutions within 24hrs (priority replacement/refund for defects)

Maintain a case database to prevent recurrence (monthly TOP3 issue analysis)

Long-Term Maintenance

Quarterly industry reports (market trends/tariff policy updates)

Loyalty discounts (3-5% rebate for annual order volume targets)

IV. Compliance & Risk Control

Trade Compliance

100% HS Code verification against destination regulations

Pre-submit compliance documents for sensitive goods (e.g., battery-powered items)

Data Security

Encrypted data transfer (GDPR/CCPA compliant)

Regular disposal of expired records (retention ≤3 years)

V. Value-Added Services (Competitive Edge)

Financial Support: LC discount/supply chain financing

Localization: Assist with overseas trademark registration/certification (FDA, CE)

Technical Advisory: Free compliance improvement recommendations

KPIs

✅ Customer satisfaction ≥95% (quarterly survey)

✅ On-time delivery rate ≥98%

✅ Average dispute resolution time ≤3 business days

Service Commitment:

“From inquiry to after-sales – we simplify and secure global trade.”

Email Us : manager@beflooring.com

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