Syensqo IS - Customer Support

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Aroma - Overview


Excerpt

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Concerned profiles:

  

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titlesales mgr / dir
 
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titlesales reps
 
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titlesINOpRINCIPLE
  StatuscolourBluetitlecUSTOMER sERVICE 
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titleSupply Chain & Quality
 
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titlestrategic marketing
 
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titleCorporate Sales & Marketing
 
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titleData Steward / Admin
 OR "ALL"     

Table of content

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Step-By-Step

A.1 - Pre-Sales Process

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titleSinoPrinciple

SP

SinoPrinciple Customer Service processes the requests and logs leads into excel file

1. Address Customer Requests

  • Send documentation if needed (PDS, SDS=, reply to questions
  • Price negotiation:
    • Rhovanil 1kg: No negotiation
    • Catechol, Rhovanil 25 kg, and Rhodiarome: negotiation possible - Transfer request to Furong Luo (furong.luo@solvay.com) with Stacy Shen (stacy.shen@solvay.com) in CC. → please record the leads provider to Furong Luo
  • Customer wants to buy offline or needs contract - Need to understand the reasons.
    • Ask the customers the reasons for offline sales or contract
    • Transfer requests to Furong Luo (furong.luo@solvay.com) with Stacy Shen in cc → please record the leads provider to Furong Luo
2. Collect Customer Data
  • Verify Business ID Code / verify if the customer is buying for a company (B2B) and not as an individual (B2C)
  • Inform customers about authorized industry / applications following Solvay guidelines (see below)
    → If any questions for catechol, contact Ming Zhang (Product Steward - ming.zhang@solvay.com)
  • Register Customer Communication Form (客户沟通记录表 )and send weekly to Stacy Shen
  • Register Frequently Asked Questions (as part of the Customer Communication Form)

Pre-Sales Process - By Product

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titleSinoPrinciple


Activities

Rhovanil

1 kg

Rhovanil

25 kg

RhodiaromeCatecholComments / Contact persons
  1. Address Customer Requests


Send documentation, address questions, ...

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title✔

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title✔

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title✔

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title✔

Contact Furong Luo (furong.luo@solvay.com)
Price Negotiation

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title✖

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title✔

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title✔

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title✔

Offline sales or contract needed

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title?

Transfer to Solvay

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title?

Transfer to Solvay

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title?

Transfer to Solvay

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title?

Transfer to Solvay

Collect the reasons, if not willing to pay online, transfer to Furong Luo (frong.luo@solvay.com)
2. Collect / record customer data

Check Business ID / tax ID (buying on behalf of a company)

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See below - Contact for catechol: Ming Zhang (Product Steward)

Share the Form weekly with Stacy Shen (stacy.shen@solvay.com)



Inform about Applications / Market according to Solvay guidelines

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title✖

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title✖

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title✖

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title✔

Register Customer Communication Form (客户沟通记录表 )

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title✔

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title✔

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title✔

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title✔

Register Frequently Asked Questions

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title✔

Pre-Sales Process - Authorized applications for catechol

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titleSinoPrinciple

  • 可用作制药行业化学转化的起始原料。该产品按技术级别出售，不在cGMP条件下生产。
  • 鞣剂、合成鞣质
  • 防腐剂
  • 用于橡胶、烯烃和聚烯烃、聚氨酯的抗氧化剂
  • 粘结剂
  • 农用化学品合成的重要中间体
  • 催化剂
  • 香水、化妆品、香料的中间体

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