This Team & Service Policy (“Policy”) outlines the standards, principles, responsibilities, internal structure, and service commitments upheld by Guangshui Biying Trading Co., Ltd. (“the Company,” “we,” “our,” or “us”). The purpose of this Policy is to ensure that all business activities, service processes, client interactions, and internal teamwork follow consistent, professional, and transparent practices.
By choosing to work with us or purchase our products, you acknowledge and accept the principles and standards set forth in this Policy.
1. Introduction
Guangshui Biying Trading Co., Ltd. is located at:
A0813, No. 3-6, Guangchang Road, Yingshan Office, Guangshui City, Suizhou City, Hubei Province, China
We are committed to building a strong, efficient, and responsible team while providing reliable, high-quality service to our customers across different regions. This Policy is designed to ensure that everyone who engages with our company receives consistent support, professional communication, and dependable handling of all business matters.
2. Purpose of This Policy
The objectives of this Policy include:
- Establishing clear service standards for customers
- Defining team responsibilities and internal roles
- Ensuring consistency, efficiency, and professionalism
- Strengthening trust between our company and our customers
- Protecting both parties through transparent service procedures
- Supporting long-term, stable business relationships
This Policy applies to all employees, departments, business activities, and customer interactions.
3. Our Team Structure
We believe that a well-organized and coordinated team is fundamental to delivering high-quality service. Our team is structured to ensure clear responsibilities and efficient workflow.
3.1 Management Team
Responsible for overall business strategy, internal coordination, quality control oversight, and decision-making.
Key responsibilities include:
- Establishing company goals
- Supervising departmental operations
- Ensuring compliance with relevant regulations
- Approving major business agreements
- Evaluating performance and maintaining operational standards
3.2 Product & Procurement Team
Responsible for product sourcing, supplier coordination, and inventory management.
Main duties include:
- Identifying reliable suppliers
- Evaluating product quality
- Managing procurement cycles
- Monitoring price fluctuations
- Maintaining optimal inventory levels
3.3 Quality Control (QC) Team
Ensures that all products meet the required standards before packing or shipment.
Responsibilities include:
- Conducting inspections based on predefined criteria
- Reporting product issues
- Ensuring packaging standards
- Documenting inspection results
- Supporting customer claims by providing evidence
3.4 Logistics & Shipping Team
Oversees logistics planning, shipment handling, and coordination with carriers.
Responsibilities include:
- Selecting shipping methods
- Preparing documentation
- Monitoring outbound shipments
- Handling customs-related requirements
- Assisting with tracking inquiries
3.5 Customer Service Team
Acts as the primary point of contact for customers throughout the entire business cycle.
Tasks include:
- Responding to customer inquiries
- Updating customers on order progress
- Handling after-sales service matters
- Collecting feedback and reporting issues
- Ensuring customer satisfaction
4. Team Values and Professional Conduct
We maintain strict internal guidelines to ensure professionalism, fairness, and efficiency.
4.1 Integrity
All team members must conduct business honestly and transparently.
4.2 Responsibility
Every member is accountable for their assigned tasks and must comply with company procedures.
4.3 Respect
Customers, partners, and colleagues must always be treated with courtesy, respect, and patience.
4.4 Efficiency
Timely handling of customer requests and internal tasks is essential to maintaining service quality.
4.5 Confidentiality
Sensitive customer or business information must never be disclosed without authorization.
5. Service Principles
5.1 Reliability
We aim to provide stable, predictable service through consistent processes and procedures.
5.2 Transparency
All service steps, costs, and terms will be communicated clearly.
5.3 Professionalism
Every customer interaction must be handled professionally, following established procedures.
5.4 Fairness
All customers receive equal service regardless of order size or location.
5.5 Continuous Improvement
We actively analyze customer feedback and seek ways to enhance our processes and service methods.
6. Scope of Services
Our service coverage includes every stage of the ordering and delivery process.
6.1 Pre-Sales Services
- Product inquiries
- Quotation and price confirmation
- Specification clarification
- Sample requests (if applicable)
- Production timeline and inventory updates
6.2 Order Management Services
- Order confirmation
- Payment arrangement coordination
- Production scheduling
- Internal status monitoring
- Timely updates to customers
6.3 Quality Assurance Services
- Inspection before packaging
- Verification of labels and product specifications
- Documentation of inspection findings
- Ensuring compliance with product requirements
6.4 Logistics & Shipping Services
- Assistance with shipping method selection
- Professional packaging arrangements
- Preparation of shipping documentation
- Coordination with logistics providers
- Tracking support after shipment
6.5 After-Sales Services
- Handling return or exchange requests
- Support for quality issues
- Clarifying shipping inquiries
- Evaluating claims based on provided evidence
- Filing internal reports to improve future processes
7. Customer Communication Standards
We follow a structured communication approach to ensure clarity and consistency.
7.1 Response Time
We make reasonable efforts to respond to customer messages within a practical timeframe, considering time zone differences and workload.
7.2 Professional Language
All communication must be clear, respectful, and relevant to the discussion.
7.3 Accuracy
Information provided must be accurate and based on verified data.
7.4 Updates
Customers will receive updates at key stages, such as:
- Order confirmation
- Production start
- Quality inspection
- Packing completion
- Shipment dispatch
8. Service Procedures
Below are the standardized procedures followed by our team.
8.1 Inquiry Stage
- Customer submits inquiry
- Team evaluates requirements
- Quotation and product information provided
- Additional clarifications given if needed
8.2 Order Confirmation Stage
- Customer confirms order details
- Production timeline estimated
- Team coordinates with relevant departments
- Order enters processing queue
8.3 Production Stage
- Manufacturing begins
- QC team conducts inspections
- Issues (if any) are reported immediately
- Production updates are provided
8.4 Pre-Shipment Stage
- Final inspection completed
- Packaging completed
- Shipping documentation prepared
- Shipment arranged
8.5 Post-Shipment Stage
- Tracking information provided
- Customers may request assistance with tracking
- Support offered until delivery is completed
9. Service Responsibilities of Customers
To ensure smooth cooperation, customers are responsible for:
- Providing accurate order details
- Supplying correct delivery information
- Responding promptly to important inquiries
- Reviewing order summaries to confirm accuracy
- Reporting issues within the allowed timeframe
- Retaining necessary documentation for claims
10. Service Limitations
While we strive to provide comprehensive support, certain conditions may limit our ability to assist.
10.1 External Factors
We are not responsible for issues caused by:
- Shipping carrier delays
- Customs inspections
- Force majeure events
- Regulatory changes
- Market volatility affecting lead times
10.2 Miscommunication
Incorrect details provided by the customer may affect the service outcome.
10.3 Unauthorized Modifications
Adjustments made without notifying us may result in misunderstandings or service disruption.
11. Performance & Evaluation
Our team undergoes periodic evaluations based on:
- Customer satisfaction
- Timeliness
- Accuracy of work
- Internal communication quality
- Compliance with company procedures
This ensures continuous improvement and accountability.
12. Dispute Handling and Internal Coordination
Disputes or disagreements may arise during business activities. We follow a structured approach to resolve issues.
12.1 Investigation
We conduct a thorough review of provided evidence, internal logs, and QC reports.
12.2 Internal Meetings
Relevant departments collaborate to determine the cause of the issue.
12.3 Proposed Solutions
Based on findings, we may offer:
- Replacement
- Partial or full refund
- Correction in future orders
- Additional QC measures
12.4 Continuous Improvement
Every dispute serves as an opportunity to improve internal procedures.
13. Confidentiality and Ethical Standards
We protect both company and customer confidentiality.
13.1 Data Protection
Any business information shared by customers must be used exclusively for order fulfillment.
13.2 Ethical Conduct
Our team adheres to ethical practices such as:
- No unauthorized disclosure
- No manipulation of information
- No unfair business practices
14. Policy Updates
We may revise this Policy from time to time to reflect operational changes or legal requirements. Changes become effective immediately once updated.
15. Communication Regarding This Policy
Customers may contact us through the communication channels they voluntarily used during business interactions.