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1、1 PURPOSE/目的Definecustomerservicedepartmentresponsibilitiesandoptimiseoperationprocedures.ThisprocedureisapplicabletoXXGuangzhou,2 RESPONSIBILITY/职责2.1 Handlecustomer'sDV,includingforecastandfirmorder2.2 coordinaterelativedepartmenttoarrangeproductionplan2.3 Followupshipment2.4 Handledefectparts
2、returnandreplacement2.5 Invoiceandpaymentfollowup3 DEFINITIONS&ABBREVATION/定义&缩写词DV：DemandVisibilities(shortterm)DOS：DayofStockCS：CustomerServicePM：ProjectManagerPQE：ProjectQualityEngineer4 PROCESSDESCRIPTION/过程描述4.1 HandlingcustomerDV.WeeklycommunicatewithcustomeronDVupdatesandfirmorder.Hos
3、tingWeeklyDVmeetingtosharecustomerdemand,Perlosdeliverystatusandcustomerfeedback.Setdownspecialprojectproductionplanifnecessary,e.g.Rampupprojects.4.2 CoordinatewithotherdepartmenttoarrangeproductionplanAccordingtoDVmeeting'sdecision,baseoncustomer'sdemand,inventorystatus,materialavailabilit
4、iesandproductioncapacity,CSwilldrawupdailydeliveryplanforeachproduct,productionplannerwillsetdetailedplanforeachindividualprocess.FollowDOScontrolguidelinefrommanagementleveltoassurelowerDOSwithoutaffectingcustomerdelivery/productions.4.3 Feedbacktocustomer.4.3.1 Submitorderconfirmation&delivery
5、scheduletocustomerviaemail,orfaxwithin1-2workingdays.Oruploadconfirmationbasedoncustomer'srequirementtowebsite.4.3.2 Ifcan'tmeetcustomer'soriginalrequest,reviewinternallyfirstforcatchupplan,thendiscusswithcustomertoseekanagreeddeliveryschedule.Workwithrelativedepartmenttofollowupthecommi
6、ttedschedule.Incasecustomerrejectedcatchupplan,CSshallcontinuetoworkwithrelativedepttopullin,andescalateintimeformanagementteamsupport4.4 Actionstourgentdemand4.4.1 Immediatelycheckmaterial/capacityandfeedbacktocustomerwithfavourabledeliveryschedule.Strictlyfollowuptheproductionschedulewithplannerst
7、oassureontimedelivery.Monitorproductionstatusclosely,pushrelativedeptonmaterial/productionschedulefollowupifneeded.4.4.2 Checkwithcustomeraboutdeliveryroute(andcostifany),makesuregoodsarrivingcustomersideasearlyaspossible.4.4.3 Ifplantisnotabletomeetcustomerschedule,reallocatethedemandwithinPerlosGr
8、ouptoseeksupportfromhigher-levelmanagement,forbestsolutionstomeetcustomerrequireddeliveryschedule.4.5 Followupshipment4.5.1 Workcloselywithshippingdepartmentfordailydeliveryplan;takenecessaryactionsunderurgent/specialshipment.4.5.2 Prepareshippingdocument(percustomers5requirement)4.5.3 Followupthede
9、liverystatusandinformshippingstatustocustomerpershipmentterm.4.6 Handlecustomerreturn.4.6.1 Passcustomer'sdefectcomplainstoresponsiblePQE&PMforreturnconfirmation&replacement.Onlyconfirmedreturnistobearranged.4.6.2 Fordomesticreturn,CSwillinformshippingdepartmentreturnqtyandrequestreturnd
10、ate.Shippingdepartmentwillarrangepickup.Meanwhile,CSwillinformcustomertherelativeinformationforreturnpickup.4.6.3 Foroverseasreturn,CSwillpreparethereturndocumentsaccordingtofinance&Custom'srequirement.Andinformshippingdepartmenttoarrangereturnoncetheentirerequesteddocumentavailable.Informcu
11、stomertherelativeinformationforreturnpickupaswell.4.6.4 Customerservicewillarrangethereplacementorreleasecreditnoteaccordingtocustomerandfinancedepartmentsrequirement.4.7 Invoiceandpaymentfollowup.4.7.1 IssueSAPinvoiceondailybasis,withcorrectandapprovedunitprice.4.7.2 CSsendpaymentstatementtocustome
12、rweeklybasistoassurepaymentreceivedasperpaymentterms.CloselymonitorVATinvoiceexpirationstogetherwithfinancetoavoidanyVATtaxlosses.4.7.3 Seekhighlevelmanagementsupporttosettletheoverduepaymentifneeded.4.8 BondedMaterialAfterreceivedforecastandorderfromcustomer,ifbondedmaterialitsincluded,mustinputbondedmaterialandnon-bondedmaterialdemandinsystemseparately.AlsomustissueseparatelyDNforbondedmaterialandnon-bondedmaterial(BonedmaterialandNon-bondedmaterialmustnotinputinonDN)5 RELATEDDOCUMENT/相关文件及文件号N/A6 ATTACHMENTS/附件(流程图/图表)VersionChangeHistoryDepartmentPreparedbyApprovedbyDate