CUSTOMER SERVICE (REPAIR AND RETURN)
Customer service in bonded warehouse is responsible to customers in case of repair product, return product and customers order. For customer types they are separate to Asia Pacific's customer and Denmark (headquarter).
In this working process topic, there are going to explain about 6 process which is duties of customer service in bonded warehouse there are; repair process from Asia Pacific's Customer, repair process from Denmark customer, return process from Denmark and Asia Pacific's Customer, general order, transfer order and order that have to make new product.
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Receiving process in case of Repair from Asia Pacific Customer.
Asia Pacific Customers are United State, New Zealand, Japan, Taiwan, Hong Kong, Australia and Singapore. In part of APAC repair process, it separates to 11 processes since APAC sent repair shipment to Georg Jensen Thailand until finished repair process and export.
The processes are start from:
First, APAC send shipment to notice Customer Service about repair products.
Second, Customer service received repair product from APAC customer. They have to
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Customer service have to check the qualities of products compare with import invoice which is came from APAC’s mail.
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Translate the detail of repair Job card
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Create repair case and update status of process in Microsoft dynamic AX and input data in repair and return excel program.
Third, customer service has to prepare needed document in part of repair process it is translate case of repair to be Thai language and print Job card out. In cause of old design product or repair product which have big size and high value, they have to take photo.
Fourth, quote repaired price, customer service has to offer the price of repair to customer through Microsoft outlooks if customers agree with the price, we can start next step, if they does not agree, we will send the repair product back.
Fifth, Quote repair price is mean customer service have to send price rate of repair product to customer after checking. If customer agree with the rate of that price so we can go to next process. If customer does not agree with that price so we will send that repair product back.
Sixth, QC check product before repaired process. QC duties to check physical consider with Job card and repair note, check stock for spare parts, material or stone, and the last duty is request to purchase some spare or needed material when the needed material is out of stock.
Seventh, Repaired process is part of fixing that products.
Eighth, QC after repaired process, QC do final checking compare with product sample, manual and their experience.
Ninth, Packing is a process which is duty by pick and pack (bonded warehouse) start from customer service notice to pick and pack about the Export shipment then pack the product on the box consider as invoice.
Tenth, Check and update before export is duty of customer service which have to check item, quality compare with job card and repair note. Next is update repair and return program and inform shipping about export shipment.
Eleventh, export.
2. Receiving process in case of Repair from Denmark
Denmark is a country which locate of Georg Jensen (Denmark) Headquarter. They are a factory and also have bonded warehouse which the same with Georg Jensen Thailand. The main product in Denmark is tableware, jewelry, watches, home decor, bar-wine, masterpieces and others accessory. Because of Georg Jensen Thailand is main place to repair in case of jewelry products so Denmark have to send repair product especially jewelry product which came from their customer to fix it in Thailand.
Repair process in case of Denmark it has 11 processes there are:
First, Denmark send shipment to notice CS about repaired products.
Second, Customer service received repair product from Denmark customer. They have to
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Customer service have to check the qualities of products compare with import invoice which is came from Denmark’s mail.
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Translate the detail of customer repair Job card.
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Create repair case and update status of process in Microsoft dynamic AX and input data in repair and return excel program.
Third, customer service has to prepare needed document in part of repair process it is translate case of repair to be Thai language and print Job card out. In cause of old design product or repair product which have big size and high value, they have to take photo.
Fourth, quote repaired price, customer service has to present the price of repair to customer through Microsoft outlooks if customers agree with the price, we can start next step, if they are not agreeing, we will send the product back.
Fifth, Quote repair price is mean customer service have to send price rate of repair product to customer after checking. If customer agree with the rate of that price so we can go to next process. If customer does not agree with that price so we will send that repair product back.
Sixth, QC check products before repaired process. QC duties to check physical consider with Job card and repair note, check stock for spare parts, material or stone, and the last duty is request to purchase some spare or needed material when the needed material is out of stock.
Seventh, Repaired process is part of fixing that products.
Eighth, QC after repaired process, QC do final checking compare with product sample, manual and their experience.
Ninth, Packing is a process which is duty by pick and pack (bonded warehouse) start from customer service notice to pick and pack about the Export shipment then pack the product on the box consider as invoice.
Tenth, Check and update before export is duty of customer service which have to check item, quality compare with job card and repair note. Next is update repair and return program and inform shipping about export shipment.
Eleventh, export.
3. Return Process from Asia Pacific's and Denmark customers
Return product is mean the deteriorated product from Georg Jensen’ shop send to Georg Jensen (Thailand) Ltd. for repair or reproduce(dismantling) again. Moreover, return product is Georg Jensen products which have insurance all shelf life of product under the return condition.
There are 8 processes of return process;
First, APAC or DK send shipment to THGJ
Second, Thai Customer Service receive return shipment from APAC or DK and then checking qualities of return products consider from product list of invoices after that customer service have to update all received items in AX system and issue credit note in AX system to APAC.
Third, QC and prepare products before repair by check the physical and describe item condition, CS input information about items conditions in repair and return program and split job card by grouping production types there are silver and gold and separate them consider as repair processes as plating, non-plate, oxide and others
Fourth, Repair process by repair and return department.
Fifth, QC after repaired. It is duty of quality control which is final check compare with physical and job card.
Sixth, Packing is a process which is duty by pick and pack (bonded warehouse) start from customer service notice to pick and pack about the Export shipment then pack the product on the box consider as invoice.
Seventh, Check and update before export is duty of customer service which have to check item, quality compare with job card. Next is update repair and return program
Eighth, Export to DK, APAC and Thai bonded warehouse (WH300)
4. General order process
There is a process of general order from customers which is mean we have products that customer want in our stock and ready to delivery every time follow as process below;
First, customer create purchasing order by send the order to Thai customer service through website with support document there is purchasing order.
Second, customer service receives purchasing order from customer and processing information and checking stock through Microsoft dynamics AX then confirm delivery date to customer.
Third, pick and pack department prepare shipment by pick items from inventory, issue invoice for shipment and print out document support such as delivery note and invoice.
Fourth, export to customer location.
5. Transfer order process
Transfer order is mean the customer order which is out of stock and have to transfer this order to others Georg Jensen shop who have the product and be able to match with customer order.
There are 5 processes of transfer order;
First, customer creates purchasing order by send the purchasing order to Thai customer service department.
Second, customer service receives purchasing order from customer then they have to place the order in Microsoft dynamics AX to check stock of WH300. In this case we are out of stock.
Third, customer service transfer order to shop after check shop stock and if they agree to responsible the order then Thai customer service issue an invoice for receiving market and credit note for sending market. Relate documents for this part are invoice and credit note.
Fourth, Turn money back to customer.
Fifth, Finish process.
6. Order that have to make new product
In case of this order process, we cannot use transfer order and it also out of stock so we have to create production order and send to factory to produce product and delivery to customer.
There are 8 process of order in case of making new products:
First, Customer create purchase order by send the order to Thai customer service with document support (purchase order)
Second, Thai customer service receive purchase order then place the order in AX to check if stock is available or in stock or not. In this case, stock is not availed and cannot transfer order to other shop so customer service will send the order to planning team (factory).
Third, Planning team receives order then make production plan and confirm finished date to customer service department.
Fourth, Customer service estimate time arrival to stock to customers.
Fifth, Pick and Pack department are preparing shipments by packing item and issue invoice for shipment there are delivery note and invoice.
Sixth, Export