A. Customer Service. Provide customer service to various colleges, departments, student organizations, and university affiliates. The Contractor shall provide effective customer support to the Office of Marketing and Communications along with individual university departments, staff, student groups, and affiliates (“University community”). Proposers shall provide within your hard and electronic proposals information on your customer support/service plan, processes, and operations. Customer support shall include but shall not be limited to: 1. An account representative is assigned to manage the University account and assist with orders when needed, especially for orders over the P-Card limit, which will require the issuance of a Purchase Order (PO). 2. Be responsive to the needs of the University community (i.e. next Business Day response), provide requested information and documentation in a timely manner, and issue resolution; 3. Ensure minimum disruption to the University. 4. Provide easy access to the Contractor by the University community (i.e. by toll-free telephone, email, voicemail, and fax) 5. Establish an ongoing communications program with the University’s Department of Marketing and Communications 6. Provide prompt, written notice to the University on any scheduled shutdown that may impact services. 7. Attend scheduled business review meetings (may be quarterly, bi-annual, or annual) with the Department of Marketing and Communications and the Supply Chain Management Department. B. Have the ability to provide a web-based storefront for ordering products. 1. Storefront should allow individual University purchasers to create an account associated with their University email address and a University P-Card for orders under the P-Card purchasing threshold limit (currently $5,000.00) 2. Storefront should have the ability to provide a history of user/department work orders and invoices C. Provide a strict and well-documented quality control process, which ensures minimalize the Contractor’s errors (e.g. pre-production e-proofing and e-approval) D. Provide quality samples, proofs, pricing, and delivery timeline for desired products. 1. Prior to agreeing to a work order, allow the University community to request samples of products at no charge. E. Ensure compliance with University brand standards by submitting all product artwork through the CLC online system. F. Submit quarterly reports through the CLC online system. The CLC online system allows for the management of requests, artwork submissions, and sales reports. G. Provide anticipated minimum quantity for specific items/purchases, as well as options for ordering processes. H. Invoice each order separately and include the name of the person who placed the order, department, purchase order number (if applicable), quantities, product descriptions, and shipping details. I. Ability to accommodate all manners of shipping requests. J. Offer a wide range of brands, materials, sizing, colors, etc.
