ISO - Customer Parts Purchase Requests

Effective Date: 2025
Department: Customer Support
Prepared By: Alex Kang
Approved By: Don Harmon

1. Purpose

This SOP outlines the standard process for handling customer Requests for Quotation (RFQs) and Requests for Purchase (RFPs) related to spare parts procurement through the Mujin Customer Support - Parts Division. It ensures timely response, standardized quoting, clear customer communication, and accurate billing for all parts-related transactions.

2. Scope

This SOP applies to all customer RFQs and RFPs for parts procurement submitted to Mujin Corporation, including domestic and international customers.

3. Customer Request Process

3.1 Submitting RFQs

• Customers must submit all RFQs to:

  1. Email: support.parts@mujin-corp.com

  2. Online Portal: Support.Parts.Mujin-corp.com

• Each RFQ submission must include the following information:

• Contact Name

• Contact Email

• Site Code / Location

• Part Number (Mujin preferred, but not required)

• Part Description

• Quantity Required

3.2 Response Time Expectations

• Mujin will respond to all RFQs within 36 hours of receipt.

• Exceptions:

  1. Machined or fabricated parts requiring vendor quotation.

  2. Non-standard or configured-to-specification items that require additional sourcing.

In these cases, customers will be notified of extended response times.

4. Quotation Details

4.1 Standard Quote Components

• All quotes will include:
  • Parts Cost
  • Estimated Logistics and Transportation Fees (based on size, weight, and shipment value)
  • Separate Customs Brokerage Fee (for international customers; invoiced separately)

4.2 Logistics and Transportation

• Shipping fees will be estimated at time of quote and billed actual at invoicing.
• Partial shipments will not generate partial invoices unless:
  • The partial shipment value exceeds $50,000, or
  • Delivery is delayed by more than 60 days due to long lead time items.

4.3 International Customer Requirements

• Customers must disclose a Customs Broker during the RFQ process.
• Customs duties, tariffs, and brokerage fees will be handled separately and invoiced accordingly.

5. Submitting RFPs (Requests for Purchase)

• Email: support.parts@mujin-corp.com
• Online Portal: Support.Parts.Mujin-corp.com

6. Pricing Validity and Standards

• Mujin quotes are valid for 90 days from the date of issue.
• Pricing for parts requiring "configure-to-specification" (machining/fabrication) is subject to change at any time based on market conditions.
• Long-term goal: Mujin will standardize annual pricing for common parts.

7. Order Fulfillment and Tracking

• Mujin will provide customers with shipment tracking information as soon as it becomes available.
• No partial invoices will be issued unless conditions outlined in Section 4.2 are met.

8. Compliance and Exceptions

• Deviations from this SOP must be approved by the Customer Support Manager and the Parts Division Manager.
• No orders will be fulfilled without full compliance with RFQ/RFP submission standards.

9. Responsibilities

10. Document Control & Revisions

This SOP will be reviewed annually or as needed based on operational changes.
Document Owner: Don Harmon

Last Reviewed: 04/01/2025