Service

Service

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After-sales service

Job Responsibilities:

Handle all product technical tracking services, after-sales, repair, and special orders for customers

Improve and upgrade.

 

Two working systems:

1. Handle customer inquiries about product technical installation and operation issues by phone or email.

Regarding customer feedback issues that need to be returned, it is necessary to communicate with the salesperson, based on the delivery time and quantity of the problem, and have the salesperson fill out the "Customer Return Tracking Form" and "Corrective and Preventive Action Report" for analysis and evaluation. Based on the quantity and weight of the problem, the decision should be made whether to return to the production line for a second round of production and processing. A small amount (5 ` 15 sets classified) of self repair and processing. After processing, fill in the documents and sign them. The salesperson will communicate with the customer and return them directly to their hands.

If a customer requests a return, the salesperson will communicate with the customer and decide to return the product. The business department will receive the returned product and issue a "Customer Return Tracking Form" and "Return Form" to the after-sales department for inspection, repair, packaging, and re storage. The return order should be processed according to the normal procedure.

Based on the customer requirements provided by the salesperson, create a "Contract Review Form" to improve and upgrade some special orders specified by the customer. After the batch is qualified based on the samples, issue a production task order to the production team.

The materials required during the after-sales process shall be filled out in the "Material Requisition Form" and signed by the head of the sales department, reviewed by the production department manager, and noted by the warehouse before material requisition can be made.

 

Three key areas of work

Be patient and attentive in answering and handling every customer feedback question, and keep corresponding records.

Two pairs of returned products from customers must be repaired according to requirements, packaged properly, and recorded after good communication.

3. While handling all customer verbal inquiries and repaired products, keep corresponding records and archive regular inquiries about usage.

4. Hold weekly meetings to summarize customer complaints and provide relevant suggestions and opinions. Promote continuous improvement of products.

Regularly inquire about customer usage and satisfaction. And fill out the 'Customer Survey Form'

Four workflow processes:

1. Customer complaint process

Decomposition:

1) When the after-sales service receives feedback and complaints from customers in the form of phone calls or emails, they should keep records and respond to customers on the spot by phone or email to solve the problems,

2) For products that need to be returned for repair, notify the business and communicate with the customer to return the repaired products. When the business receives the repaired products, fill out the "Customer Return Tracking Form" and submit it to the maintenance department for repair before returning. (Follow the customer return process)

 

2 customer return process

Decomposition:

1) After receiving feedback from customers regarding issues, the after-sales department determines whether they need to return for repair. If they need to return, the business department will communicate with the customer and notify them to return. After receiving customer returns, the business shall fill out the "Customer Return Tracking Form" and submit the repaired products to the maintenance department.

2) The maintenance department carries out repairs based on customer feedback and testing issues. After receiving materials for repairs and testing, the products are handed over to the business and shipped back to the customer

3) For a large quantity that needs improvement, a quality exception order needs to be placed and submitted to the R&D department for improvement and upgrade. After the R&D department completes the order, a BOM will be issued and sent to production for rework. After completing the rework, the product is inspected and deemed qualified for storage, and the business is notified to return the goods.

 

3 Special Products

Decomposition:

1) When the business department receives a special order, the follow-up department issues a "Contract Review Form" based on the customer's requirements provided by the salesperson. Hand over to after-sales service, and after-sales service will improve the materials according to the document requirements. After the improvement and testing of small batch samples are qualified (less than 10 sets), they will be handed over to the business department and sent to the customer.

2) The customer requires a large quantity of orders (more than 10 sets) for maintenance. Based on the samples, submit them to the R&D department for filing, and issue a BOM to PMC to plan the purchase of materials.

3) After production by the production department, it passes the quality inspection and is stored in the warehouse. The business department ships the goods.

 

Four Return process

Decomposition:

1) After receiving information about a return request from the business reception, analyze it based on the shipping time and reason to decide whether to return the item.

2) After receiving the returned items, the business department fills out the "Customer Return Tracking Form" and "Return Form". The "Customer Return Tracking Form" is submitted to the after-sales service for analysis and processing along with the returned items.

3) A: After receiving a small number of customers (less than 5 sets of hosts and less than 15 sets of accessories), the after-sales department will take out materials for repair and refurbishment. And record the name of the replacement item, then hand it over to the business so that they can charge based on the replaced item. After the after-sales service repairs and refurbishes the product, fill out the inventory form and submit it to the general manager for approval. Carry out the second sale of inventory. b: After receiving a large number of customer returns (5 or more sets of hosts and 15 or more sets of accessories), the "Customer Return Tracking Form" and products are handed over to production for material requisition, repair, and refurbishment. And record the name of the replacement item in the 'Customer Return Tracking Form'. After quality inspection, fill out the inventory form. Submit the 'Customer Return Tracking Form' to the after-sales service.

4) The business department handles the return process based on the repair situation and delivery time, and decides whether to deduct and receive payment.

 

Five attachments

Customer Return Tracking Form, Corrective and Preventive Action Report, Return Form, Contract Review Form, Customer Satisfaction Survey Form