Customer Relations

Based locally, we are able to offer competitive terms, quality and delivery assurance that broaden your production possibilities. Working from a single point of contact gives you access to all types of PCBs. Irrespective of location, the NCAB Group supports all technical requirements from prototype through to volume. We can transfer PCB deliveries between the NCAB companies that have the closest location to your production sites.


 

Local devotion with global strength

The NCAB Group is a highly decentralised organization with a centralized Group Functions support unit. Every local company is highly cost-efficient thanks to centralised functions, which enables them to focus on your operation and products. Every company within the NCAB Group is financially independent, responsible for its own profit and loss, which gives you a high level of commitment. All companies use the same Enterprise Resource Planning system (ERP) with the same processes. We learn from each other’s successes and mistakes, and share common processes and procedures. Group Function is responsible for factory development, logistics, management of quality systems, marketing and financial management.
 

LOCAL ORGANIZATION

 
DESCRIPTION OF OUR LOCAL FUNCTIONS
 

KAM

  • Develop close customer relationships and gain new business
  • Arrange/participate in customer meetings
  • Project management, using internal resources in technology, logistics and purchase to provide optimised service and solutions
  • Make customer calls and draw up agreements
  • Develop customer account plans and ensure their implementation
  • Develop relations between all levels (quality, technical, purchase) at customer and the NCAB Group
  • Ongoing analysis the of markets and competitors

LOGISTICS

  • Track deviations in production and adjust to meet customer demand
  • Communicate daily with our logistics partners
  • Assume responsibility for deliveries to customers from local warehouses
  • Inform customers and take action if there is a deviation in the delivery
  • Choose the right freight solution for the customer (express freight, etc)

PURCHASE

  • Place purchase orders with the factories
  • Obtain the right price from our factories
  • Negotiate prices with factories when customer demands deviate from set price matrix, e.g for special projects, different volumes, etc.
  • Negotiate lead times with factories to meet customer requirements when demands deviate from the standard conditions

TECHNOLOGY

  • Visit customers with the Key Account Manager to provide technical support
  • Provide technical support on design, material selection, build up, surface treatments, advanced DFM and advise on design rules.
  • Maintain standards and quality systems such as IPC, UL, etc.
  • Initiate internal and external seminars to increase competence levels
  • Advise Key Account Manager and Customer Support team about advanced products to enable best fit factory selection
  • Verify customer procurement documentation
  • Provide IPC advice to customers
  • Check customer data packs for manufacturability
  • Create NCAB global specification / panel drawing and verify customer procurement documentation against factories’ detailed capabilities
  • Manage engineering queries (EQs) raised by the factories following full Design Review Check (DRC) of customer gerber data and specification

CUSTOMER SUPPORT

  • Manage customer accounts together with the Key Account Manager
  • Compile customer quotations and load orders
  • Handle the daily communication with customers and our factories, to keep customers fully updated during the manufacturing cycle
  • Based on customer requirements, find the best factory through benchmarking
  • Place orders

QUALITY

  • Handle claims, investigate faults, find solutions, communicate with factory and customer, produce reports
  • Follow up on CAR (Corrective Action Report)
  • Analyse claims
  • Handle internal claims (8D report)