Precise Matching
Trust Building
Facilitating Cooperation
Match customer needs, ensure transparent pricing, provide compliant answers to inquiries, eliminate cooperation concerns, and lay the foundation for order closure. Focus on professionalism, timeliness, and authenticity.
Respond accurately to customer emails, WhatsApp messages, inquiries, and platform messages within 2 working hours; for non-working hours, respond promptly on the next business day. No delays, no perfunctory replies.
Proactively verify core customer needs, including product name, CAS number, specification grade, purity standard, packaging method, purchase quantity (tonnage), target price, destination port, shipping schedule, need for hazardous chemical compliance documents, and customs clearance documentation requirements.
Differentiate between new customers, potential customers, returning customers (repeat orders), and agents/distributors. Record customer country, market, intended use, and cooperation budget. Establish a dedicated customer file.
rovide detailed explanations of product parameters, quality standards, origin advantages, testing standards, and application scenarios. For chemicals and industrial products, proactively explain grade differences (AR grade, industrial grade, food grade, drilling grade, etc.), content indicators, and storage precautions.
Free consultation for customers on HS codes, import/export restrictions, destination country access requirements, hazardous chemical transport regulations, and prohibited/purchasing restrictions.
During the customer's(interest phase), proactively provide relevant supporting documents as needed, including product images, specification sheets, sample reports, factory qualifications, business licenses, and hazardous chemical registration certificates.
Issue formal taxable/tax-exclusive quotations clearly specifying trade terms (FOB, CFR, CIF, EXW, etc.), listing sea freight, customs declaration fees, miscellaneous charges, shipping schedule, payment terms, and validity period. Ensure transparency with no hidden fees.
For key accounts and long-term agents, develop customized bulk purchase discount plans, long-term cooperation pricing, LCL solutions, and split shipment solutions based on order quantity, shipment frequency, and destination port.
Support sample requests, sample quotations, and sample dispatch. Simultaneously provide sample test reports, actual photos of sample packaging, and inform customers about sample shipping timelines and tracking.
Confirm payment methods, deposit ratios, penalty for breach, delayed shipment explanation, and quality dispute resolution methods in advance to avoid subsequent disputes.
If the customer requires on-site factory inspection, video factory tour, or stock viewing, arrange it free of charge, including workshop visits, inventory verification, and production process explanation.
Regularly update potential customers on raw material market trends, exchange rate fluctuations, sea freight price changes, and market supply/demand dynamics to demonstrate professional service value.
Full Follow-Up
Closed-Loop Fulfillment
Zero-Defect Delivery
Ensure smooth order execution, synchronize progress in real-time, control product quality, guarantee on-time shipment, and keep the customer informed and reassured throughout the process.
After closing the deal, double-check product model, specification, quantity, packaging, destination port, shipping date, and payment terms to eliminate parameter errors.
Quickly issue a formal bilingual (Chinese-English) sales contract detailing all transaction specifics, rights and obligations, quality standards, and after-sales guarantees, stamped with the company seal – fully compliant.
Inform customer of company account details and payment precautions. Confirm receipt promptly upon payment arrival, inform the customer, and enter into the order system for filing.
After deposit receipt, share the factory production schedule, informing the customer of the production cycle and estimated completion date. Provide daily/weekly production progress updates.
Arrange third-party or in-house inspection before shipment. For chemicals, provide assay/purity test reports. Share actual photos/videos of production, filling, packing, and stocking with the customer.
If raw material fluctuations, schedule adjustments, or logistics changes occur, inform the customer immediately, propose solutions simultaneously. No hiding, no delays.
Package strictly according to customer requirements and international shipping standards. Use specialized explosion-proof, moisture-proof, corrosion-proof packaging for hazardous chemicals. Apply bilingual labels and shipping marks. Support customized marks/logos.
Quickly complete booking, trucking, container loading, customs declaration, and inspection based on delivery terms. Prioritize stable shipping schedules to avoid detention and delay risks.
After loading, share loading photos, container type (20GP/40HQ, etc.), and detailed loading quantity. After sailing, promptly share vessel name, voyage number, bill of lading number, and estimated time of arrival (ETA).
Within 1-3 working days after shipment, organize and deliver a complete set of standard, compliant customs clearance documents ready for use at the destination port, including:
Commercial Invoice, Packing List, Bill of Lading
Certificate of Origin (CO/Form A, etc.)
Material Safety Data Sheet (MSDS), Certificate of Analysis (COA)
Customs Declaration, Inspection documents, Hazardous Chemical Compliance Documents
Other customized customs clearance documents required by the customer
Problem Resolution
Continuous Maintenance
Long-Term Cooperation
Solve customer problems, protect customer rights and interests, retain existing customers, increase repurchase rates and word-of-mouth. Ensure every issue gets a response, every request finds a solution.
3-5 days before the goods arrive at the destination port, inform the customer of the arrival time, customs clearance precautions, estimated taxes/fees, and pick-up procedure.
If the customer loses documents or needs amendments/corrections, assist free of charge with modifications, re-issuance, and stamp confirmation. Fully cooperate to help the customer clear customs and pick up the goods..
After the customer picks up the goods, proactively contact them to verify receipt, confirming whether quantity, packaging, and quality meet contract standards.
Damaged packaging / minor cargo loss: Quickly verify and collect evidence, promptly negotiate a solution (replacement, compensation, price reduction).
Quality dispute: Respond within 24 hours. Verify test reports, batch numbers, and traceability data. Provide solutions (return/exchange, replacement, compensation).
Customs clearance blockage: Fully assist in identifying the cause, provide compliance proofs and auxiliary documents, and cooperate with the customer to achieve smooth customs clearance.
Clear and transparent final payment reconciliation with detailed statements provided.
Provide VAT invoices, tax payment certificates, and shipment vouchers as needed for customer's finance department verification and bookkeeping
Periodically follow up with existing customers regarding product usage, market sales performance, replenishment needs, and collect service optimization suggestions.
Long-term push of relevant information to cooperating customers: product price adjustments, new product releases, new shipping policies, import/export policy changes, tax rebate policies, etc.
Long-term cooperating customers enjoy priority production scheduling, priority booking, bulk order discounts, priority allocation during shortages, and priority after-sales handling.
After each order concludes, review fulfillment details, identify service gaps, and continuously improve delivery and service quality.
For disputes arising from cooperation, communication delays due to time differences, logistics anomalies, or market fluctuations, adhere to the principles of customer priority and honest contract fulfillment. Resolve issues amicably through consultation, maximizing the protection of customers' legitimate rights and interests, and maintaining long-term cooperative relationships.
Inquiries must be answered, progress must be updated, issues must be addressed quickly, anomalies must be reported.
Pricing, processes, costs, and problems must be transparent.
All transactions, documentation, and shipments must comply with both domestic and international import/export standards.
Avoid one-time deals. Aim to secure long-term, stable overseas customer resources through professional pre-sales, reliable in-sales, and supportive after-sales service..
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