customer service training march 2007. 2 agenda customer service personnel roles business hours...

Customer Service TrainingMarch 2007

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Agenda• Customer Service Personnel

• Roles

• Business Hours

• Telephone Numbers/System

• RSM/Representative/Customer

• New Customers

• Purchase Order Requirements

• Dates

• Shipping Terms

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Agenda Cont.

• Pricing

• Representative Purchasing

• Order Types

• Commission

• Mailings

• Rep. Information

• Documents

• Additional Information

• Mission Statement

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Customer Service Personnel

R h on da Lo the rtM e la n ie M a ttsonM ar ie S ko w ron ek

R yan M eyerT ra ff ic C oo rd in a to r

G inn y B ach m anC o m p lia nce S p ec ia list

L ind a R iva llIm po r t/E xpo r t C om plia nce & C o m m erc ia l M g r.

Je rry T v e itba kkIn sid e S a les E n g ine er

B ern ie S tin gerS yste m s T e ch n ica l M an ag er

C h ad N e lsonA ssoc . T e ch S up p or t / R M I A dm in .

Je ff Je llumC u sto m er S erv ice M an ag er

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Roles

• Inside Sales / Technical Support

– Contact these individuals for assistance with:

– Quotes– Pricing of System– Troubleshooting of Product– Technical Information– Applications

Jerry TveitbakkBernie Stinger Chad Nelson

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Roles Cont.

• Customer Service Representatives

– Contact these individuals for assistance with:– Pricing– Delivery– Placing an Order – Status of Order– Tracking of Order– Commission Questions

Melanie MattsonRhonda Lothert Marie Skowronek

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Roles Cont.

• Product Repair (RMI) Administrator

– Contact Chad for assistance with:– Obtaining an RMI Number

– Repair– Credit

– Status of Repair/Credit– Explanation of Repair Report/Findings– Advance Replacement is required

Chad Nelson

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Roles Cont.

• Traffic Coordinator

Ryan’s role is to move the product out the door once the order is boxed up and ready to ship.

Ryan Meyer

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Roles Cont.

• Customer Service Commercial and Export Staff

– Call when you need assistance with:– Export Compliance – NAFTA – Certificate of Origins – Harmonized Tariff Codes– Valuation

Linda Rivall Ginny Bachman

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Business Hours

• Monday through Friday

8:00 AM to 5:00 PM CST

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Telephone Numbers

• Front Desk– 1- 952-941-5665 – 1- 800-468-3244

• Customer Service Numbers– “800” Number 1-800-765-3473– Local Number 1-952-946-6491– Fax Number 1-952-829-8750

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Telephone System

• How does the Telephone System work?– Calling Customer Service?

– We can be reached at – 1-800-765-3473– 1-952-946-6491

• When calling the Customer Service Dept., you will enter into an Automatic Call Directing System (ACD).

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Telephone System Cont.

• This system is geared that you will always get a live body when calling us. (Hooray - no more voicemail!)

• There is a catch!

• You must stay in the System.

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Telephone System Cont.

• If you know the parties extension– You may bypass the system

– Push the four digit extension at anytime.

• You may get a live body or you might not!

Could be voicemail!

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Telephone System Cont.

• The ACD System will prompt you to one of these four options:

Technical Push 2

Commercial Push 3

Repairs Push 4

Operator Push 5

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RSM/Representative/Customer

• All of our Customer Masters have an RSM and Representative Assigned.

Example: 006005

006 = RSM or Eric Mann005 = Rep or RM Controls

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New Customers

• Requirements– Copy of Purchase Order – 4 to 5 Credit References

– Contact Name – Phone Numbers

– Tax Exempt Certificate (if not taxable)– This is not a Resale Certificate

– Terms & Conditions

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Purchase Order Requirements

• Use Phone Order Worksheet or “Clean” Purchase Order.

• Purchase Orders to be made out to

Detector Electronics Corp.6901 West 110th StreetMinneapolis, MN 55438

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Purchase Order Req. Cont.

• Always include:– PO Number (Mandatory - unless Credit Card)– Part Numbers– Quantity– Discount – Established Pricing or SPR Required.– Total Order Value– Requested Ship Date– Contact Name and Phone Number– Shipping Method– Order/Quote Screening Form

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Government Orders

• Must be approved by UTC if not DEC -Standard Terms & Conditions.

• Process can be long depending on how fast T’s & C’s are negotiated and come to agreement.

• Besure to quote DEC Terms and Conditions when quoting.

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Project Name

• Orders over 20K

• Want to know the Project Name

• Don’t need to know if it is the End User, unless they have a project name.

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Dates

• Dates are very important to us.

• When does the customer want the product?– We measure our performance to

– Customer Request Date– Detector Promised Date

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Shipping Terms

• Shipping Terms

Ex Works Mpls Factory

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Credit Cards

• We Accept the following:

• Need the following Information:– Type– Card Number– Expiration Date– Name of Card Holder

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Advance Replacements

• DEC will send out a replacement for a product that has failed under warranty.

• Reason for Adv. Replacement– Process is shut down– Cannot shut down process until replacement

part arrives.

• A new Purchase Order is required for the advance replacement order.

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Advance Replacement Cont.

• Product sent out at no charge.

• Customer will be invoiced if not returned within 45 Days.

• If extension is required, contact Customer Service.

• Otherwise - No Credit will be given.

• Non warranty or product with No Problem Found will be returned to customer and invoiced.

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Pricing

• No Discounts allowed - Except– Authorized Distributors (pre-determined)– RSM Approval– SPR (Special Price Request - Project)

• No Discounts to Export Houses/Trading Companies!

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Representative Purchasing

• We discourage this practice

• If you have to– Purchase is made with no discount

– It is a List Price purchase!– Commission will be paid when invoice is paid.

• Why you ask?– Two different accounts

– Sales– Commissions

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Representative Purchasing Cont.

• Purchase with discount– Must be to an Authorized Distributor

or – Must have discount approved by RSM

– Copy of Customer’s order showing discount must be sent in at order placement.

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Order Types

001 Hardware

002 Parts

003 Repairs (No Commission)

004 Advance Replacements

005 Field Service

007 Test & Evaluations

008 Demos

100 Systems

102 System Parts

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Commission

• Commission is based on:

– System Orders– 25% Order Origination– 25% Influence– 25% Engineering – 25% Destination

– Parts Orders– 50% Order Origination– 50% Destination

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Commissions

• Billing only CustomersIt is Acct. Payable Processing Office. No Engineering is being done here.

– No commission credit is given.

– Most of the time - 100% of commission is given to “Ship To” address.

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Commission Cont.

• Commission is paid to you - only after the customer has

Paid the invoice in full.

• Questions on Commission– Notify your Commercial Rep. ASAP with

Invoice or FO Number.– Important to review your Acknowledgements,

Invoices and Commission Advise Statements

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Commission Cont.

• Payments– Wait 90 Days

– Do not wait until the end of the year to check on missing payments - please!

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Mailings - Rep. Copies

• Order Acknowledgements– Weekly

• Invoices– Weekly

• Commission Advise– Monthly

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Rep. Info.

• Make sure you keep us updated about your businesses.

– We want to know– Offices Addresses– Contacts

– Telephone Numbers– Email Addresses– Whom should we send Acknowledgements, Invoices,

Commission Advice Statements to?– Authorized Distributors

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Rep. Info. Cont.

• Who should we copy on any quotes that we do from Minneapolis?

• Do you have a list of “Key Contact/s” that you want us to communicate with?– Who do we refer customers to?

• Who do you have for Commercial and Technical Support?

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Documents - No Charge

– Approval Certificates– Std. Certificate of Origin– Std. Calibration Certificate– Std. Certificate of Guarantee /Warranty– Std. Certificate of Quality– Std. Compliance/Conformance Certificate– Std. Test and Inspection Certificate

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Documents with Fees

• Certificate of Origin - Notarized– $25.00

• Certificate of Origin - Chamberized– $150.00

• Consularized Documents– Consult Factory

• Custom Certs. (req. P/N and/or S/N etc)– $100.00

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Document Fees Cont.

• Drawings:– Product Detail Drawing per product

– $125.00

– Spare Parts List per product– $125.00

– Any additions to above– Consult Factory

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Document Fees Cont.

• Product Manual (comes with 1 Manual per box) - Extra’s– $2.00

• Test Data by Serial Number– $100.00

• Courier of Documents:– Domestic (within U.S.)

– $35.00– International

– $60.00

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Document Fees Cont.

$325.00

• Dossiers/Binders - Consisting of:– Index– Test Data– Product Spec. Sheet– Product Manual– Product Catalog

$325

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Document Fees Cont.

No Discounts allowed

on any of these

Document Fees!

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Product Assembly

• Customer wants product assembled with another product?

– Example: U9500 and Sensor

• We can do it, but there is a charge.– $50.00 per set

• Calibration?– $150.00 per device

• Custom Drawing Required?– $175.00 per drawing

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Old Product Cross Reference

• We get a lot of Questions in Customer Service that relate to our older products.

• Example:– What do I replace a U7602B with?– What do I replace a ????? With?

• Not a simple answer as it use to be.– Before we only offered UV Technology.– UV may no longer be the best Technology today. – Need to know the application

– What is the customer trying to Protect?

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Compliance - Export Controls

• Embargo or Restrictions– No Exports or Re-exports of US Products:

– Cuba– Iran– Sudan– Syria

• Do not quote any U.S. products!

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Compliance - Export Control Cont.

• See handout – Embargoed Countries– Export License– Named

Individuals/Entities– Embargoes (Treasury)– Restrictions

(Commerce)

We need your help to ensure that we are in continued compliance with U.S. export regulations. It is very important that you are attentive to the following restrictions when you are quoting projects and accepting orders using U.S. technology, software and products.

Embargo or Restriction Required Action No Exports or Re-exports of US Products:

Cuba Iran Sudan Syria

Do not quote any U.S. products.

All Exports Must Be Licensed (or reviewed by DEC Mpls.):

Iraq North Korea Libya*

Provide detailed information (as follows) on the project to Linda Rivall for screening and review:

No Exports to Named Individuals or Entities (not already included above):

Balkans Burma Liberia Zimbabwe

Name and address of end user

Name and address of all intermediate parties to the transaction

End Use Embargoes (Treasury):

Non-Proliferation (Weapons of Mass Destruction)

Terrorism Narcotics Diamond Trading (illicit)

Description of end user business

Description of location and application of DET-TRONICS products

End Use Restrictions (Commerce): Nuclear (explosive activities,

safeguarded and unsafeguarded nuclear activities)

Missile Chemical and Biological Weapons Maritime Nuclear Propulsion Foreign Vessels or Aircraft Military

*Libya requires special handling due to new rules on installed base products. All orders for Libya must be reviewed by Linda. If you are uncertain about the end user or end use, contact Linda Rivall at DEC Mpls. for assistance.

This is not to be taken lightly. Violations of these regulations can result in severe penalties, prison sentences and loss of export privileges, not just for DET-TRONICS and the individual violator(s), but for related companies as well. It is essential that our employees, Sister Companies and all other parties in our distribution network, understand and support us in our compliance effort.

Important Reminder to Sales and Distribution

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Order/Quote Screening Form

• See handout– All Shipments being

exported out of the U.S. require this form to be filled out.

No form - no shipment!

Order/Quote Screening Form

Date:

Purchase Order/RFQ Number: Project Name/Number:

A. Company Purchasing this Equipment: B. Ship To Address: Check if same as A. Buyer Name Contact Name Company Name Company Name Address line 1 Address line 1 Address line 2 Address line 2 City City Country Zip

Country Zip C. Intermediate Consignee (foreign): D. End User/Ultimate Destination

Check if same as B. Check if not applicable. Check if same as A. Check if same as B. Company Name Company Name Address line 1 Address Line 1 Address line 2

Address line 2 City City Country Zip Country Zip

E. Additional Parties Involved in the Transaction (Banks, Forwarders, Carriers)

Check if none. Company Name Company Name Address line 1 Address Line 1 Address line 2

Address line 2 City City Country Zip Country Zip

Application Information

End Use: Missile (40) Power Gen – Nuclear (36) Power Gen - Non-Nuclear (36) Chemical/Biological/Medical

Paper (37) Munitions (40) Oil & Gas - Production/Refining (31) Oil & Gas – Distribution (32) Petrochemical (33)

Automotive (42) Mining & Metals (30) Water & Wastewater (35) Aerospace (38) Industrial/Commercial (41)

Semiconductor/Computer (45) Other___________________ What does the End-User manufacture at this location: Is "Heavy Water" a by-product of production? (Yes/No): Describe the area(s) where the products will be installed. If end use is Nuclear Plant, does the proposed equipment effect the safe operation of the nuclear reactor? Are any of these parts being used to replace or support product already installed in Libya?

Authorization

Person Completing this Form For Office Use Only Name Reviewed by: Company Name Date: City Result : State or Province Okay Country Needs clarification Phone Fax

Fail

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Additional Information

• Re-Stocking Fee– A minimum 30% Restocking charge will be

applied to all returns for credit. Actual credit will depend on age (must be in warranty), condition and potential resale value of return device.

– Prior to returning products, contact RMI

Administrator for RMI Number.

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Additional Information Cont.

• Rush Order Fee

– Any order received for same day shipping will be treated as an “expedited shipment”.

– $300.00 expediting fee will apply.

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Additional Information Cont.

• Minimum Order– All orders must be equal or greater than

$100.00

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Mission Statement

Keep our Customers Safe and Satisfied