Service and Delivery Standards clariant

Transcription

1 Service and Delivery Standards clariant

2 Welcome to our Service and Delivery Standards As one of the world s leading specialty chemical companies, Clariant creates value with innovative and sustainable solutions for customers from many different industries. Our portfolio is designed to meet very specific needs with as much precision as possible. At the same time, our research and development is focused on addressing the key trends of our time. Appreciating the needs of our customers is one of the leading priorities for us. As part of our on-going efforts to enhance the service towards customers we have developed a condensed and practical overview of our service and delivery standards. This brochure is intended to serve as a guide to both our existing customers as well as our new customers and to help all our customers get the most from their operational relationship with us. If you have questions about any of the items covered in this document, please do not hesitate to contact your dedicated Customer Service or Sales Representative.

3 Order handling Order placement Orders can be placed via fax, phone and s through your dedicated Customer Service Representative during our official office hours between 8:00 and 16:00 h local time. You will receive an order confirmation within 2 business days after order placement. With our order confirmation we will inform you about the agreed Pricing, Incoterms and Payment terms as a as the expected delivery date. In case that the expected delivery date cannot be confirmed within 2 business days we will come back to you as soon as possible. Minimum order size For packed materials the minimum order size equals one full pallet of a single product. For bulk materials (if applicable) the minimum order size depends on our batch size and the transport regulations (e.g. minimum filling quantity for dangerous goods). Order status Your dedicated customer service representative can advise you about the status of your order and the expected delivery date. Order changes and cancellations The frozen zone defines the time frame where order alterations are not accepted. For packed materials by road transportation our frozen zone starts 3 business days before our planned shipping date from the warehouse. For sea transportation the frozen zone is 5 business days. For bulk materials (if applicable) the frozen zone is generally 7 business days. Product specific exceptions might apply. Once the frozen zone has started, we cannot accept changes or cancellations of confirmed orders. If a cancellation within the frozen zone is pursued, a cancellation fee may apply for each cancelled order item. In case of Make To Order products (see also section Replenishment Strategies ), orders cannot be cancelled if material has already been produced or dedicated raw materials have been obtained. Order changes and cancellations must be coordinated with your Customer Service Representative and agreed upon prior to shipment. Invoicing and Payment The basis for our payment terms is the date of invoice. The invoice will be issued and sent to you on the day of shipment. We trust to receive your payment in our bank account on the date it is due. In the event of a delay in payment by the buyer, Clariant is entitled to charge interest for late payment for the delayed period. We reserve the right to block orders, which will be released upon receipt of payment. In such cases our lead time only starts after release of the order. Delivery Services Lead time Lead time is defined as the time between the moment we receive the order and the moment the goods arrive at the agreed place of destination. It is valid for normal order quantities and excludes force majeure situations, unforeseen breakdowns and raw material scarcity. The lead time depends on the specific product and reflects the different replenishment strategies we apply (see also section Replenishment Strategy ). Please contact your dedicated Customer Service Representative for product lead time information. On-time-delivery A delivery is considered on-time if the product is delivered to the agreed place of destination on the confirmed delivery date according to the agreed Incoterms. Demurrage free unloading time We offer 3 hours demurrage free unloading time (North America 2 hours).

4 Express delivery Express Delivery is subject to Clariant acceptance, as well as material and transportation availabilities. At your request, your dedicated Customer Service Representative will inform you whether an express delivery can be carried out and to what expected delivery date and highlight the effective transportation cost or any additional costs that might apply. Your Customer Service Representative will only proceed with the order after your acceptance of the associated cost and the expected delivery date. Delivery documents All necessary documents are provided with each delivery via , fax, post or directly with the shipment. Please contact your Customer Service Representative in case of any questions. Product offerings Product portfolio Technical and general product information on our products is available from our website at or upon request. Please ask your dedicated Sales Representative or Customer Service Representative for further information. Replenishment Strategy As a specialty chemical company we are offering a wide range of products for various markets. Some products are frequently ordered in high volumes where as others are ordered less frequently and only by selected customers. Depending on the demand pattern we apply one of the following strategies: 1. Make To Stock (MTS): Products with high demand and low volatility will be produced to stock according to historical demand. 2. Make To Forecast (MTF): Products with high demand and high volatility require a thorough manual sales forecast to guide production schedule. 3. Make To Order (MTO): Clariant does not normally keep inventory for MTO products. The customer order will trigger the production request and the purchasing of the needed components. In case of customized products we usually request to take the full batch quantity. The replenishment strategy of a product is available upon request from your dedicated Customer Service Representative. Product packaging and labelling Clariant uses standard packaging and labelling. Both are in line with the current valid regulatory requirements. Our standard labelling meets all the applicable regulatory requirements. Any change request from the standard labelling is subject to approval. An additional service fee may apply. Contact your dedicated Customer Service Representative for further information. Sampling Sample requests are subject to approval based on availability and the nature of your request. Sample sizes are predefined and depend on the product and application. In many cases, product samples can be ordered through our website at Alternately, you can order them through your dedicated Customer Service Representative. Technical Support We will work with you to answer questions you may have when selecting and using Clariant products. We provide our customers with recommendations and product knowledge, useful in solving current application problems and allowing to prevent future ones. Contact your dedicated Sales or Customer Service Representative for more information.

5 After Sales Services Complaint Handling Should our product or delivery quality not meet your expectations, please let us know immediately. In order to properly process your complaint, we ask you to provide us with as much information as possible. All customer complaints will be entered into our Quality Notification System and an acknowledgment issued within 2 business days. Product return Returns are subject to Clariant acceptance. Please contact your dedicated Clariant Customer Service Representative for further information. Certifications & REACH Principles & Certifications Clariant s quality, environmental and safety management is globally certified to the international standards ISO 9001 (Quality), ISO (Environment) and OHSAS (Occupational Health and Safety Assessment System), thus warranting its customers internationally established standards for the quality of products, business processes, safety and environmental protection. The certificate is global. All entities and sites listed in the global appendix are covered. Compliance to these standards is mandatory for our own organization as well as for many of our business partners. It requires a highly standardized and transparent Management System. Our policy on quality, environment, health and safety is described in the Clariant Principles & Certifications on our website. Latest copies of the relevant certificates can be downloaded from our website at REACH Services Clariant established a comprehensive REACH organization for the efficient implementation of REACH. The registration follows in accordance with the transitional provisions of REACH. Clariant confirms that our products marketed in EU are in compliance with the REACH requirements. If you have questions or need more information related REACH, please do not hesitate to contact our REACH specialists at reach@clariant.com. Continuous Improvement Clariant Excellence Clariant is committed to continuously improve its service and delivery standards. Clariant Excellence is our company wide and long-term initiative targeting a culture of continuous improvement using Lean Sigma as key methodology. Its goal is to sustainably position Clariant at the top levels of performance. Delivery service measurements are in place and available upon request. Customer Satisfaction Customer satisfaction is the key to building customer trust and loyalty that is the foundation for any good business relationship. If you are unhappy with any aspect of our product or service, we would like to encourage you to let us know through your dedicated Sales or Customer Service Representative. Your comments are valuable feedback to help improve our services and to detect further potential for optimization. Clariant strives towards continuous improvement of our customer relationship in many ways, for example by carrying out a Customer Satisfaction Survey on a regular basis.

6 Clariant International Ltd Rothausstrasse Muttenz Switzerland This information corresponds to the present state of our knowledge and is intended as a general description of our products and their possible applications. Clariant makes no warranties, express or implied, as to the information s accuracy, adequacy, sufficiency or freedom from defect and assumes no liability in connection with any use of this information. Any user of this product is responsible for determining the suitability of Clariant s products for its particular application.* Nothing included in this information waives any of Clariant s General Terms and Conditions of Sale, which control unless it agrees otherwise in writing. Any existing intellectual/industrial property rights must be observed. Due to possible changes in our products and applicable national and international regulations and laws, the status of our products could change. Material Safety Data Sheets providing safety precautions, that should be observed when handling or storing Clariant products, are available upon request and are provided in compliance with applicable law. You should obtain and review the applicable Material Safety Data Sheet information before handling any of these products. For additional information, please contact Clariant. Trademark of Clariant registered in numerous countries. * For sales to customers located within the United States and Canada the following applies in addition: NO EXPRESS OR IMPLIED WARRANTY IS MADE OF THE MERCHANTABILITY, SUITABILITY, FITNESS FOR A PARTICULAR PURPOSE OR OTHERWISE OF ANY PRODUCT OR SERVICE Clariant International AG, Rothausstrasse 61, 4132 Muttenz, Schweiz Product and service marks protected by Clariant