Service and Delivery Standards For Stepan Europe FR and Stepan UK Innovative Chemical Solutions for a Cleaner, Healthier, More Energy Efficient World

Size: px

Start display at page:

Download "Service and Delivery Standards For Stepan Europe FR and Stepan UK Innovative Chemical Solutions for a Cleaner, Healthier, More Energy Efficient World"

Flora Butler
8 years ago
Views:

1 Service and Delivery Standards For Stepan Europe FR and Stepan UK Innovative Chemical Solutions for a Cleaner, Healthier, More Energy Efficient World

2 Welcome! Stepan appreciates your business and strives to meet your service expectations the first time, every time. This guide provides our service and delivery standards. Your Customer Service Representative (CSR) will assist you with all phases of order fulfillment. Getting Started Contact Information and Business Hours Price Inquiries Authorized Stepan Distributors Order Guidelines Order Placement Lead Time Order Volume Expedited Order Customer Pick Up Change/Cancellations Additional Things to Know

3 Our Contact Information Customer Service Stepan Europe FR and Stepan UK Stepan Europe Customer Service & Order Placement Phone: +33 (0) Fax: +33 (0) Hours: 8:00 AM to 5:00 PM Stepan UK Ltd Customer Service & Order Placement Phone: +44 (0) (Customer Service) Fax: +44 (0) Hours: 8:00 AM to 5:00 PM Authorized Distributors: Please visit our website at or contact the Sales Department for a complete list of Authorized Distributors. Price Inquiries: Pricing requests are processed by the Europe Sales Team. It is requested that all inquires are submitted via to sales@stepaneurope.com

4 Order Guidelines Order Placement Please refer to Customer Service Contact information. Lead Time for Shipments Please consider our standard order lead times as noted below for your forecasted demand. Lead time is defined as the time between order receipt and shipment, excluding Saturdays, Sundays and holidays. When placing your order, be sure to allow for transit time in addition to the necessary lead time. Additional lead time may be required during holidays. Made-to-Order Products Please contact your Europe CSR for product specific lead times. Made-to-Stock Products Road Shipment -Bulk & Packaged Approximately 3 business days prior to shipment. Maritime Shipments- Isotank & 20 Container Approximately 1 full week prior to shipment.

5 Standard Order Volumes Single isotank or bulk: Standard 23 to 28 tons. Full container loads, twenty (20) foot container double stacked eighty (80) drums or eighteen (18) totes.* *Consult your CSR for a mixed container. Expedited Orders Orders placed with less than standard lead times may be fulfilled based on the availability of material and transportation and are at Stepan s full discretion. Customer Pick-up Please inform your CSR at the time of order placement if you choose to select your own carrier. Your CSR will provide you with a pick-up number. Your carrier must present this number to plant or warehouse personnel upon arrival and book in upfront. Standard lead times and Stepan s transportation guidelines apply. Order Changes /Cancellations Order changes and cancellations must be coordinated with your CSR and agreed upon prior to shipment. Made-to-Order Products Approval is required for any change request. Contact your CSR for applicable timelines Made-to Stock Products Bulk orders require at least forty eight (48) hours notice prior to shipment. *exceptions may apply

6 Delivery Documents The following documents will be prepared for your shipments. Please contact your CSR regarding export documentation. Certificate of Analysis Packing list Invoices and Payments Stepan will send your commercial invoice with other documents via normal post. Stepan Europe FR Accounts Receivable Stepan UK LTD Account Receivable Stepan s standard methods of payment is by wire transfer.

7 Returned Material Stepan Company recognizes that on occasion, you may need to return previously purchased stocked material. Stepan will accept for return those materials that do not meet agreed upon requirements. Return fees may apply for customer requested returns. Your CSR will facilitate the return process. Your return must be pre-approved.

8 Additional Information Quality Management and Issue Resolution Stepan Europe is ISO 9001:2008 certified. Your satisfaction with the products and services you receive from Stepan and our affiliates is important to us. Please contact your CSR with any questions or concerns. European Technical Service and Sampling Service Technical Service processes Commercial Sample Requests (through sampling department) including standard stocked items, multiple-lot and made-to-order for both domestic and international shipments. Technical Service Contact Information Stepan website: Hours: 8:00 AM to 5:00 PM Technical Service Representative will assist with alternative product cross-reference, Stepan technical literature like Safety Data Sheets, product bulletins, product specifications, product formularies, Certificates of Analysis, marketing brochures or selector guides, ISO certification documents, specific technical and regulatory certificates, customer qualifications surveys or questionnaires, support for regulatory requests (CLP, REACH, cosmetic, food contact ) and Ecolabel information. Please note that according to information and products mentioned on Stepan website, Technical Service Representative will help to check and confirm their suitability for Europe or if any potential restrictions. This document is a high level summary and is not intended to be legally binding. n the event of a conflict between your contract with Stepan Company or the General Terms and Conditions, those terms will take precedence over the contents of the document. We may update parts of this brochure from time to time. If we do, we may send you a new booklet and./or will publish the new version on our website at: Stepan S and Stepan are registered trademarks of Stepan Company Stepan Company. All rights reserved.

Standard Supply Chain Services

Standard Supply Chain Services Customer Handbook Lubrizol Additives North America Standard Supply Chain Services Customer Handbook Table of Contents Introduction...................... 3 Order Management