CUSTOMER HANDBOOK STANDARD SUPPLY CHAIN SERVICES NORTH AMERICA

Transcription

1 C 6 26 FE CUSTOMER HANDBOOK STANDARD SUPPLY CHAIN SERVICES NORTH AMERICA

2 FORMULATED EXCELLENCE FOR SMOOTH OPERATIONS At Chemtool Incorporated, the team of professionals responsible for managing your account is dedicated to making it easy for you to do business with us. This handbook, which details our standard offerings, was developed to ensure an efficient and effective supply chain for our customers. Supply chain offerings beyond the standard are available, and we welcome the opportunity to review your requests and provide you with service options. There are typically nominal fees associated with non-standard requests which may require additional supply chain resources.

3 TABLE OF CONTENTS Order Management and Processing Services 4 Customer Service Center and Hours of Operation 4 Order Acknowledgment 4 Electronic Commerce 4 Documentation 5 Ordering Lead Times 5 Rush Lead Times 5 Changing Orders 5 Minimum Order Quantities 6 Split Loads Bulk Products 7 Payment and Pricing Terms 7 Transportation and Shipping Services 8 Shipping Hours of Operation 8 Detention Policy 8 Customer Pick-ups/Customer Arranged Carrier Times 8 Shipping Terms 9 Tanker Cleanliness and Unloading 9 Carrier No Show and Late Charge 10 Pick-up Procedure 10 Packaging Services 11 Drums/Kegs/Pails/Cartridges 11 Palletized, Stretch-Wrapped and Banded Drums 12 Service After Shipment 13 Return Materials 13 Responsible Care Management System (RCMS) 14 Application 14 3

4 ORDER MANAGEMENT AND PROCESSING SERVICES CUSTOMER SERVICE CENTER HOURS OF OPERATION Chemtool Incorporated s North American Customer Service Center 1165 Prairie Hill Road, Rockton, IL Phone: Fax: Hours: 8:00am 5:00pm CST chemorders@chemtool.com ORDER ACKNOWLEDGMENT Sales orders can be placed by phone, fax, or . An Order Acknowledgment and/or Order Receipt along with the Terms and Conditions are provided within two business days of receipt of order. ELECTRONIC COMMERCE Chemtool Incorporated supports our customers with ebusiness solutions that complement your traditional contact with our customer service. Our ebusiness solutions are designed to enhance your business relationship with Chemtool Incorporated. Using technology to streamline business processes and enrich customer interactions, Chemtool Incorporated is able to create faster, more efficient means to conduct business. For additional information on electronic commerce options, please contact your Customer Service Representative or Sales Account Manager. 4

5 ORDERING LEAD TIMES Chemtool Incorporated recommends using the following lead-times for your planning purposes. The following lead-times reflect the average time necessary to manufacture and prepare customer orders for shipment. Lead-times do not include transit time. Please allow additional lead-time for new customers and/or new products. Material Inventory Type Minimum Lead Time Package Custom 15 business days Stock 5 business days Bulk Custom 15 business days Stock 5 business days Different companies observe different holidays. Contact your Customer Service Representative for a list of Chemtool Incorporated holidays that may affect lead times. Orders placed after 10am CST (11am EST) will be considered next business day. Lead-times are subject to carrier, transportation, raw material and tank truck availability. Some products may require additional lead-time based on material availability or equipment. Lead-times for fluids is five days with the first day being the day after the receipt of the order, fifteen days for grease with same stipulation. DOCUMENTATION The following documents are standard documents provided by Chemtool Incorporated: Order Acknowledgment Commercial Invoice Terms and Conditions Shipping Documents: Bill of Lading, Packing List Additional documents are available upon request: Certificate of Analysis (C of A) Technical Data Sheet (TDS) Material Safety Documents, contact your customer service representative. RUSH LEAD TIMES Since business requirements can be unpredictable Chemtool Incorporated offers rush lead-times. The following charges apply to orders received with less than standard lead-time requested. Shipment Type Cost Package Bulk CHANGING ORDERS $500 per order $1,000 per order Changes made to orders within 3 business days before shipment can create operational issues and should be avoided. Order changes could result in a need to reschedule and may cause delays or may incur additional fees. 5

6 ORDER MANAGEMENT AND PROCESSING SERVICES CONTINUED MINIMUM ORDER QUANTITIES Certain limitations exist in manufacturing; transportation and handling require minimum quantities to be set per order item. Order items requested for less than the quantities specified below will be subject to minimum order quantity fees. (+/-10%) Material Inventory Type Shipping Location Rockton Crystal Lake Milan Tehachapi Illinois Illinois Michigan California Cartridges Custom (+/-10%) TBD 4800 Stock (+/-10%) TBD lb Pails Custom (+/-10%) TBD 36 Stock (+/-10%) TBD 12 5 gallon Pails Custom (+/-10%) TBD 36 Stock (+/-10%) TBD lb Kegs Custom (+/-10%) 9 9 TBD 9 Stock (+/-10%) 3 3 TBD 3 55 gallon Drums Custom (+/-10%) 4 4 TBD 4 Stock (+/-10%) 1 1 TBD lb Drums Custom (+/-10%) 4 4 TBD 4 Stock (+/-10%) 1 1 TBD Gallon Totes Custom (+/-10%) 1 1 TBD 1 Stock (+/-10%) 1 1 TBD 1 Bulk Quantities Custom (+/-10%) MTO MTO TBD MTO Stock (+/-10%) MTO MTO TBD MTO *Production batches vary by product based on materials and equipment. Consult your Customer Service Representative. **Based on availability and configuration of the transportation equipment provided for shipment. *** Includes mixed stock products to meet the minimum order quantity. Note: Due to maximum over-the-road weight limitations, some products in bulk will ship less than 5,000 gallons without a service fee. MINIMUM QUANTITY ORDER FEE/MINIMUM BATCH SIZE Below minimum order quantity for bulk Below minimum order quantity for cartridges, pails, kegs and drums $1,500 per order $500 per order 6

7 SPLIT LOAD BULK PRODUCTS Split loads are available only for bulk products maintained in inventory. Please check with your Customer Service Representative if products are available for split loads. Split load orders PRODUCT FREEZABLE(S) $600 per order for tank trucks Stock/plan ahead for inclement weather. Ship on Monday, Tuesday, Wednesday if no carrier embargo; ship on Thursday, Friday based on temperature and weather conditions and shipping zone. PAYMENT AND PRICING TERMS Standard terms of sale are net thirty (30) days from the date of invoice. Pricing is based on the price effective on date of shipment. 7

8 TRANSPORTATION AND SHIPPING SERVICES SHIPPING HOURS OF OPERATION Bulk Shipments Packaged Shipments DETENTION POLICY Monday through Friday; 6:00am to 3:00pm Monday through Friday; 6:00am to 7:00pm (local time) Saturday (if pre-arranged) Chemtool Incorporated has selected a limited number of reliable quality-driven logistic partners to ensure that product is delivered according to customers requirements. The area of expertise of these logistics partners spans the whole range of delivery modes, from package trucks to marine bulk shipments. On bulk shipments the following time is allowed for loading or unloading: COMMON CARRIER Typical Free Time Free hours for bulk truck discharge at the customer truck detention incurred at unloading location will be billed to the customer by the carriers. Time 2 hours 8

9 CUSTOMER PICK-UP AND CUSTOMER ARRANGED CARRIERS TIME (4 HOURS TOTAL) Typical time required for bulk truck Loading within Chemtool facilities Applies to single compartment trucks only. 2 hours loading - FLUIDS 2 hours - lab - FLUIDS 4 hours - loading - GREASE 2 hours - lab - GREASE Customers are responsible for ensuring that the carrier that they have arranged arrives at Chemtool Incorporated facilities on time with appropriate pick-up numbers. SHIPPING TERMS - DOMESTIC Freight Term Chemtool Invoice Carrier Selection Carrier Payment FOB (Origin) No Freight Customer Customer pays carrier Freight Collect Note: Alternate freight billing location can be identified on the shipping document. This is limited to one alternate billing address per mode of shipment. TANKER CLEANLINESS AND UNLOADING To ensure tanker cleanliness, Chemtool Incorporated requires all carriers to present a clean, dry, odor free tank to the shipping location. Trailers not conforming to the cleanliness requirement will be required to be cleaned and subject to standard late charges as shown below. Our plant tank truck loading requirements are as follows: Driver must have all applicable pick-up numbers to enter our facility. Driver must have a calibration chart for loading purposes. Trailers must be clean, dry and odor free. We do not thoroughly inspect all trailers, including valves. Trailer must be in regulation with all DOT and EPA safety requirements. Trailer must be an insulated stainless steel trailer. Driver must have hard hat, safety glasses, fire retardant clothing and hearing protection. There is absolutely no smoking and no firearms permitted on the premises. It is the responsibility of the customer to completely unload contents of the bulk container upon delivery. 9

10 TRANSPORTATION AND SHIPPING SERVICES CONTINUED CARRIER NO SHOW AND LATE CHARGE Customers collecting at our facilities will be advised of a specific pick-up time by the shipping group. Customers are responsible for ensuring that the carrier that they have arranged arrives at Chemtool Incorporated facilities on time with appropriate pick-up number(s). If a customer s carrier fails to arrive during scheduled pick-up window, the following fees will be applied as shown below: Bulk Arrival prior to scheduled pick-up Carrier will be required to wait and no detention period will be recognized until original pick-up time. Bulk Arrival greater than 1 hour past $500 per shipment* scheduled pick-up time Package Arrival not on scheduled pick-up date $200 per shipment *Late is defined as more than one hour past scheduled load/pick-up time. PICK-UP PROCEDURE A pick-up number will be issued. Your pick-up number will be advised by shipping group, and will be required for admittance into the Chemtool Incorporated facility. Customer carriers must present ALL pick-up numbers at time of pick-up. All drivers must have identification and may require verification before being admitted. Under Chemtool Incorporated s Safety and Security policies we reserve the right to refuse entry into a Chemtool Incorporated facility. Any and all costs associated with non-admittance will not be Chemtool Incorporated s responsibility. We recognize customers preference to use their carrier of choice; however, if service performance causes disruptions to Chemtool Incorporated operations, we reserve the right to address the situation by proposing a switch to a Chemtool Incorporated preferred carrier. Chemtool Incorporated Crystal Lake and Rockton facilities are equipped with both rail and truck scales. Other facilities will have truck scales available. Scales are frequently tested and certified. Scale ticket weights are the preferred weight for determining shipping quantities. When scale weighing is not available, each trailer is equipped with a calibration chart so the quantity can be calculated. 10

11 PACKAGING SERVICES DRUMS/KEGS/PAILS/CARTRIDGES Drums are filled on a standard net weight based upon 55 gallons (400 lbs.) at standard gravity. Other types of drums may be used based on the materials characteristics for example, open top drums, lined, etc. Fluids Grease Chemtool Labeling Private Labeling (in-house brand) Drums 55 gal 400 lbs see below Kegs lbs see below Pails 5 gal 35 lbs see below Customer supplied designs/artwork sourced by preferred Chemtool Incorporated label supplier. Cartridges oz see below * Type of package is dependent on product, i.e.: plastic vs steel pail. To determine best package option, please consult your account executive. ** See account executive for available labeling options. GHS label requirements and proper shipping name applied for regulated materials. LABEL EXAMPLES: Standard Shipping Label Workplace Label 801 W. Rockton Rd. Rockton, IL Office: Order Number: Customer Name Customer Address City State Zip 11

12 PACKAGING SERVICES CONTINUED PALLETIZED, STRETCH-WRAPPED AND BANDED DRUMS The fee schedule for this service is outlined below: Service Cost Comments Pallets with stretch-wrap $20.00 per pallet Standard wooden pallets 48 x 48 with plastic stretch-wrapping Pallets with banding $24.00 per pallet Standard wooden pallets 48 x 48 with nylon banding 12

13 SERVICE AFTER THE SHIPMENT With each shipment Chemtool Incorporated strives for complete customer satisfaction. Chemtool Incorporated values input from our customers to help drive continuous improvement. The Customer Assistance group is dedicated and focused to help in this effort. Should you have a concern with an order after it has shipped our Customer Assistance group will work directly with you to resolve any issues. Customers are requested to communicate directly with our Customer Assistance group via at the following address: chemtoolcustomerassistance@chemtool.com RETURN MATERIALS Customers may request the return of Chemtool Incorporated products to a Chemtool Incorporated facility. All product returns must be authorized by Chemtool Incorporated prior to returning any material to our facilities. Chemtool Incorporated s standard policy is to accept product returns under the following conditions: Original drums with seals intact. Partial drums will not be accepted. Within three years of original purchase. Within one year for metalworking products. Product must be able to be used or resold (material cannot be brought back to a Chemtool Incorporated facility if it is determined that the only outlet is disposal). Original Chemtool Incorporated product batch number(s) must be provided. No bulk returns are permitted. Return of exclusive products will be evaluated on a case-by-case basis, pre-approved before returned. A credit may be issued to the customer upon receipt less a restocking charge as noted below: Material Less than one year from date of purchase One year or standard shelf-life from date of purchase Restocking Fee and Terms of Return Invoice price less 20% handling; customer pays return freight and any customs fees. Invoice price less 30% handling; customer pays return freight and any customs fees. Customers should direct all requests for the return of material to our Customer Assistance Group: chemtoolcustomerassistance@chemtool.com. Chemtool Incorporated s Customer Assistance Group will follow-up with the customer and manage the product return process. 13

14 RESPONSIBLE CARE MANAGEMENT SYSTEM (RCMS) Chemtool Incorporated subscribes to the guiding principles of Responsible Care. Our membership in the American Chemistry Council (ACC) obliges us to achieve and maintain Responsible Care Management Systems (RCMS) certification through third party audits at all Chemtool Incorporated U.S. facilities. We emphasize the involvement of Chemtool Incorporated s commercial teams and related support groups in the Responsible Care Management System. At Chemtool Incorporated this is our one-company approach and we all have a role in the RCMS process. Chemtool Incorporated s RCMS builds on our already strong Health, Safety, Environmental and Security (HSES) processes and is designed to achieve continual improvement in HSES performance. Our corporate HSES Policy is the basis of the RCMS. The corporate HSES Policy is the basis of Lubrizol/Chemtool Incorporated Citizenship Report found at APPLICATION The services in this document are subject to the Terms and Conditions of any written supply agreement or Chemtool Incorporated s standard Terms and Conditions of sale; collectively called Standard Terms. In the event of a conflict between Standard Terms and this document, the Standard Terms will prevail. Chemtool Incorporated will not be responsible if events beyond the control of Chemtool Incorporated prevent or impair Chemtool Incorporated s ability to provide the services indicated. 14

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16 CHEMTOOL INCORPORATED WORLDWIDE DISTRIBUTION OUR VISION The vision of Chemtool Incorporated is to become the preeminent specialty lubricants, grease and functional fluids solution provider to the global marketplace. OUR MISSION Our mission is to leverage our world class manufacturing, customized packaging capabilities and industry leading technology to create sustainable value for our customers. Call or go to Chemtool, Inc. Corporate Technology Center 801 W Rockton Road, Rockton, IL Phone: Fax: /15 500