Jim Dkf Process Fulfilment Warehouse 10
Jim Priest from DK Fulfilment checking the Lufapak processes
7. November 2017
Lufapak team visits sister Mercury in England
30. November 2017

Levent Ekiz rules over quality and processes

What do you do as a quality manager at Lufapak

As Head of Quality Management, you are responsible for internal processes from the perspective of quality standards.

1. What new processes have been added in the area of eCommerce in quality assurance?

We have made some fundamental process optimizations in the last 3 years. For example:

  • a new database
  • new optimized work instructions
  • internal process descriptions and documentation, tailored to each individual customer
  • first processes are aligned with the customer, regarding returns, complaints, etc. (process alignment according to customer requirements)

2. Returns management is a big issue, especially in e-commerce. How does Lufapak deal with this and how is it ensured that returns are processed in a timely manner?

Every day we try to make sure that the returns are recorded in the database, so that the customer gets the data as soon as possible. Every day a standardized email about new “returns or promotions” is sent to the respective customers. The new customers are always informed via email first and at the latest after 2-3 days without feedback, we seek contact. As soon as a feedback for a return occurs, these are processed according to customer’s request and instruction like e.g.: Free posting, scrapping, back to sender etc. and afterwards this case is archived and can be found again at any time.

3. What is the communication with the customer in the event of a defect?

The procedure in such cases may be as follows:

Defects/quality deviation

The customer informs us via email, the stock is immediately blocked and stopped for shipment. Then the product will be checked and handled according to the customer’s instruction, the result of the check will be reported to the customer. Then he decides how we proceed. It is planned that the communication for this case will also be handled and standardized via the database, but at the moment the defects are so small that this is not necessary.

 

Still questions about quality management or our services?

Our sales team is ready to answer your questions or make an appointment directly and convince yourself personally that Lufapak is your eCommerce fulfillment service provider.

    Wir bitten um Verständnis, dass wir keine einzelnen Preise oder Preislisten herausgeben können, da unsere Aktivitätenpreise auf Ihren Mengenangaben basieren. Wir kalkulieren jede Anfrage individuell anhand dieser Werte, die Sie uns mittels Fragebogen übertragen können. Wir bitten daher davon abzusehen, uns reine Preisanfragen per E-Mail zu senden.

    Hiermit stimme ich zu, dass meine personenbezogenen Daten, welche ich in diesem Kontaktformular ausgefüllt habe bei ihnen erhoben und verarbeitet werden.
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    Barbara Geißler
    Barbara Geißler
    Business Development – Barbara Geißler ist bei Lufapak für die Geschäftsentwicklung, den Vertrieb, sowie für das Online und Offline Marketing zuständig. Sie kümmert sich um die Pflege der Webseite und der Sozialen Medien. Aber auch um Messeplanung, Printmedien und Pressearbeit.
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