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:
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)
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)
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)
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)
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 : [email protected]
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