Customer & Supplier

Customer & Supplier

Customer Services

What CLC promises is
Comprehensive professional services and quality,
As well as loyalty and trustworthiness for customers

 

Multifaceted services through vertical integration

We offer a wide variety of products and serve customers worldwide. To fulfill customer demands and create and add value for customers, we fully demonstrate the effectiveness of research and development and the synergy of production-sale integration that integrates papermaking with converting through vertical integration. To improve our service for customers, we implement the “Total Packaging Solutions” to shorten delivery time and provide customers with prompt and reliable services.

 

Strict quality control and proper addressing of customer complaints

We value customer comments. Therefore, we have established a quality control (QC) unit equipped with dedicated staff to implement quality management and address customer complaints. Upholding CLC quality policy: total participation, quality management, and customer satisfaction, we aim to improve customer satisfaction. We also actively visit customers to discover their needs. The coated duplex board unit even appoints “quality service staff” with professional printing knowledge in its customer complaint team to handle customer complaints and assist them on resolving printing and processing problems in order to efficiently settle all customer complaints. The household product department has set up a toll-free consumer helpline to answer consumer enquiries and serve consumers enthusiastically. When customers report quality problems, the QC unit will immediately issue the “Customer Complaint Recurrence Elimination Form” for the responsible unit to take action to resolve the problem and QC staff to verify the effectiveness of improvement, in order to prevent recurrence.

 

Excellent suppliers in CSR evaluation

As a long-term partner of world-leading brands, many customers are CSR leaders who request us to implement CSR management with standards higher than the legal and industry requirements. The management includes labor practices, human rights, occupational health and safety, environmental, product innovation, education and training, supplier management and audits. After continuous efforts, our performance has earned the recognition of brand customers who gave us critical acclaim through different evaluation supplier rating systems.

 

Periodic examinations for product safety

At CLC, product quality and product safety are equally exceptionally important. Therefore, we send products to impartial inspection agencies (e.g. SGS) to test for the content of hazardous substances every year to ensure all products comply with all legal requirements. We also inform customers of our examination results to assure that CLC products have no threat to safety and thereby fulfill our corporate responsibility. Chubei Mill producing household papers implements the ISO 22000/HACCP management system to provide consumers with safe products. Products are also sent to impartial inspection agencies to test the total plate count, E. coli count, and migration of fluorescent whitening agents to ensure compliance with all legal requirements. All household paper products from Chubei Mill, including paper towels, table napkins, toilet papers, facial tissues, and kitchen papers have passed Taiwan CNS Mark certification and are approved by BSMI every year, product quality and labeling also comply with the CNS requirements.

 

FSC™ CoC certification

Most products manufactured by CLC mills and plants have passed FSC™ CoC certification (License Codes FSC-C005063 and FSC-C104390). We use only FSC™-certified wood pulp to contribute our part to forest protection.

 
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