CommercialSales - Customer & Contract Management

When to Activate This Skill

• "Process this RFQ"

• "Review contract terms for [customer]"

• "What are the customer requirements?"

• "Handle customer complaint from [customer]"

• "What's our customer satisfaction status?"

• "Manage CSRs for [customer]"

• "Process customer order"

• "Customer communication template"

Workflow Routing

Workflow Trigger File

RfqProcess "RFQ", "enquiry", "new quote request" Workflows/RfqProcess.md

ContractReview "contract review", "terms review" Workflows/ContractReview.md

CustomerRequirements "customer requirements", "CSR" Workflows/CustomerRequirements.md

ComplaintEscalation "customer complaint", "escalate issue" Workflows/ComplaintEscalation.md

IATF 16949 Compliance Overview

This skill addresses key IATF 16949 clauses for commercial operations:

IATF Clause Requirement Coverage

8.2.1.1 Customer Communication (supplemental) Communication protocols

8.2.2.1 Determination of Requirements (supplemental) Requirements capture

8.2.3.1.1 Review of Requirements (supplemental) Contract review

8.2.3.1.2 Customer-Designated Special Characteristics SC identification

8.2.3.1.3 Organization Manufacturing Feasibility Feasibility assessment

8.7.1.6 Customer Notification Nonconformance notification

9.1.2.1 Customer Satisfaction (supplemental) Satisfaction monitoring

10.2.5 Warranty Management Warranty analysis

10.2.6 Customer Complaints & Field Failure Complaint handling

Reference: ~/projects/work/docs/compliance/IATF16949_Compliance_Plan.md

RFQ Processing

Enquiry Receipt and Registration

Sources of Enquiries:

• Email (direct customer contact)

• Customer portals (Covisint, SupplyOn, etc.)

• Phone enquiries (documented immediately)

• RFI (Request for Information) - preliminary

Registration Requirements:

Field Description Example

Enquiry ID Unique identifier ENQ-2026-0042

Customer Customer name Jaguar Land Rover

Part Description Brief description Suspension link bracket

Drawing Number If provided JLR-12345-A

Quantity Annual volume 5,000 pcs/year

Target Price Customer target (if stated) £15.00/part

Target SOP Required start date Q3 2027

Response Due Quote deadline 15-Feb-2026

Multi-Functional Review

Before quoting, involve all relevant functions:

Function Review Focus Sign-off

Manufacturing Engineering Technical feasibility, process capability ☐

Production Capacity, equipment availability ☐

Quality Quality requirements, special characteristics ☐

Supply Chain Material availability, lead times ☐

Commercial Pricing, terms, margin ☐

Feasibility Assessment

IATF 8.2.3.1.3 Requirement: Manufacturing feasibility must be assessed before commitment.

Feasibility Responses:

Response Meaning Action

Feasible Can meet all requirements Proceed to quote

Conditionally Feasible Can meet with noted exceptions Document exceptions, customer agreement required

Not Feasible Cannot meet requirements Decline or propose alternatives

Feasibility Checklist:

• Dimensional capability (tolerances within equipment capability)

• Material availability (standard stock or special order)

• Capacity availability (equipment time, headcount)

• Tooling requirements (standard or special)

• Surface finish requirements (achievable with process)

• Special processes (heat treat, plating - supplier capability)

• Quality requirements (Cpk targets achievable)

• Timing requirements (lead time realistic)

Quotation Preparation

Quote Components:

• Material Cost - Weight × £/kg × waste factor (1.3-1.5)

• Labor Cost - Cycle time × hourly rate × quantity

• Setup Cost - Setup time × rate ÷ batch quantity

• Overhead - Applied per company formula

• Margin - Typically 25-40% depending on risk

• Tooling - If customer-funded, separate line item

For detailed costing, use: load QuoteEstimator skill

Quote Validity: Standard 30 days unless otherwise stated

Contract Review (IATF 8.2.3)

Contract Review Checklist

IATF 8.2.3.1.1 requires review of:

Category Review Items Reviewer

Technical Drawings current, tolerances achievable, GD&T understood Engineering

Quality Cpk targets, special characteristics, PPAP level Quality

Capacity Volume achievable, equipment available, lead time OK Production

Timing SOP date realistic, PPAP timeline achievable PMO

Commercial Price acceptable, payment terms, liability Commercial

Packaging Pack spec available, customer-specific requirements Logistics

Regulatory REACH, RoHS, IMDS requirements Quality

Terms and Conditions Review

Standard Terms to Verify:

Term MNMUK Position Risk if Unfavorable

Payment terms Net 30-60 preferred Cash flow impact

Liability cap Limited to order value Unlimited exposure

Warranty period 12-24 months Extended liability

Tooling ownership Customer-owned if funded Asset retention

IP/Confidentiality Reasonable scope Business restriction

Termination Reasonable notice Stranded inventory

Price adjustments Annual review clause Material cost exposure

Quality chargebacks Capped, root cause based Unreasonable deductions

Special Characteristics Agreement

IATF 8.2.3.1.2 Requirement: Customer-designated special characteristics must be agreed.

Special Characteristic Types:

Symbol Type Definition Control Requirement

CC Critical Safety/regulatory impact Cpk ≥1.67, 100% or SPC

SC Significant Fit/function impact Cpk ≥1.33, SPC recommended

S Safety Safety-related Enhanced controls

Agreement Process:

• Identify all CC/SC from customer drawing

• Confirm capability to meet enhanced requirements

• Document in Control Plan and PFMEA

• Obtain customer sign-off on classification

Contract Award Acceptance

Decision Authority:

Contract Value Approval Authority

<£10,000 annual Commercial Manager

£10,000 - £50,000 AGM

£50,000 General Manager

Customer Requirements Management

Sources of Customer Requirements

Source Content Where Documented

Engineering Drawings Dimensions, tolerances, GD&T Drawing register

Specifications Material, performance, test Spec register

Purchase Orders Quantity, delivery, price ERP system

Quality Agreements Quality expectations, targets QA file

CSR Documents Customer-specific requirements CSR register

Industry Standards ISO, ASTM, SAE requirements Referenced in specs

Customer-Specific Requirements (CSRs)

Common CSR Categories:

Category Examples

APQP/Timing Phase gate requirements, milestone dates

PPAP Submission level, additional elements

Quality Targets PPM targets, Cpk requirements

Labeling Label format, barcode requirements

Packaging Specific containers, dunnage, quantities

Shipping Carrier requirements, ASN, routing

Systems EDI, portal, supplier scorecards

Traceability Lot traceability, serialization

Documentation Retention periods, format requirements

CSR Register

Maintain a register of all customer-specific requirements:

Customer-Specific Requirements Register

Customer: [Name] Last Updated: [Date]

Requirements Flowdown

Requirements must flow through the product realization process:

Customer Requirements ↓ Contract Review → Feasibility confirmed ↓ APQP Planning → Requirements in timing plan ↓ PFMEA → Failure modes address requirements ↓ Control Plan → Controls ensure requirements met ↓ Work Instructions → Operators know requirements ↓ Inspection → Verification requirements met ↓ PPAP → Evidence of compliance submitted

Customer Order Management

Order Receipt

Order Channels:

• EDI (Electronic Data Interchange)

• Customer portal download

• Email/fax (manual entry)

• Phone (immediate documentation required)

Order Review Checklist

Check Verification Action if Issue

Part number correct Match to master data Query customer

Revision current Match to latest drawing Clarify before proceed

Quantity feasible Check capacity/inventory Propose alternative

Delivery date achievable Check lead time Negotiate if needed

Price matches quote Compare to contract Resolve before confirm

Packaging specified Check pack spec Confirm with customer

Special requirements Check for deviations Document and agree

Order Acknowledgment

Response Time: Within 24 hours

Acknowledgment Content:

• Customer order number

• MNMUK order/reference number

• Part number and revision

• Quantity confirmed

• Delivery date confirmed

• Price confirmed

• Any deviations noted

Lead Time Guidelines

Scenario Typical Lead Time

Stock item 2-3 days

Made to order (materials available) 1-2 weeks

Made to order (materials required) 3-4 weeks

New part (tooling/setup required) 6-12 weeks

Complex/new development 12-24 weeks

Order Changes

Change Management:

• Log change request with timestamp

• Assess feasibility within 24 hours

• Calculate cost impact (if any)

• Obtain internal approval

• Confirm change to customer

• Update system records

Customer Communication (IATF 8.2.1.1)

Communication Types

Type Trigger Responsibility Timeline

Proactive Status updates, scorecards Commercial Scheduled

Reactive Customer queries Commercial Within 24 hrs

Issue Notification Quality/delivery problem Quality/Logistics Immediate

PPAP Submission Part approval required Quality Per timing

Customer Notification Requirements

IATF 8.7.1.6 - Nonconformance Notification:

Customers must be notified when:

• Nonconforming product has been shipped

• Product does not meet specification

• Suspect product may have been delivered

Notification Content:

• Part number and description

• Quantity affected

• Date range of shipments

• Nature of nonconformance

• Containment actions taken

• Investigation status

• Contact for questions

Communication Templates

Quality Issue Notification:

Subject: Quality Notification - [Part Number] - [Brief Description]

Dear [Customer Contact],

We are writing to inform you of a quality issue affecting [Part Number].

Issue Summary:

• Part Number: [P/N]
• Description: [Issue description]
• Quantity Potentially Affected: [Qty]
• Shipment Dates: [Date range]

Containment Actions:

• [Action 1]
• [Action 2]

Next Steps:

• [Investigation timeline]
• [Expected resolution]

We apologize for any inconvenience and will provide updates as our investigation progresses.

Please contact [Name] at [Phone/Email] with any questions.

Regards, [Name] Quality Manager Multimatic Niche Manufacturing UK

Customer Satisfaction Monitoring (IATF 9.1.2.1)

Satisfaction Indicators

Indicator Metric Target Frequency

Delivered Part Quality Customer PPM <50 PPM Monthly

Customer Disruptions Line stops, holds 0 Per event

Delivery Performance On-Time Delivery

98% Weekly

Premium Freight Incidents 0 Monthly

Customer Complaints Count Reducing trend Monthly

Customer Scorecard Rating Green/Preferred Quarterly

Customer Scorecard Review

Monthly Actions:

• Download scorecards from customer portals

• Review metrics vs. targets

• Identify any Red/Yellow items

• Initiate corrective actions for issues

• Report to management review

Scorecard Response:

Rating Status Action Required

Green/Preferred Meeting expectations Maintain performance

Yellow/Conditional Marginal performance Improvement plan

Red/New Business Hold Poor performance Immediate escalation

Customer Feedback Channels

Channel Type Response Requirement

Customer portal Formal Per portal SLA

Email complaint Semi-formal 24-hour acknowledgment

Phone call Informal Document and follow up

Site visit feedback Formal Action log required

Survey response Formal Management review

Customer Complaint Handling

Complaint vs. Technical Issue

Type Ownership Process

Customer Complaint Commercial (escalation owner) This skill

Technical Investigation Quality (8D owner) EightD skill

Commercial manages the customer relationship; Quality manages the technical investigation.

Complaint Escalation Process

Step 1: Receipt and Acknowledgment

• Log complaint immediately

• Acknowledge to customer within 4 hours

• Assign internal owner

Step 2: Initial Assessment

• Classify severity (Critical/Major/Minor)

• Determine if 8D required

• Identify containment needs

Step 3: Customer Communication Plan

Severity Update Frequency Escalation Level

Critical Daily GM + Customer leadership

Major Every 2-3 days Commercial Manager

Minor Weekly Commercial team

Step 4: Resolution Tracking

• Monitor 8D progress (if applicable)

• Communicate milestones to customer

• Confirm customer satisfaction with resolution

Step 5: Closure

• Obtain customer acceptance

• Document lessons learned

• Update PFMEA/Control Plan if needed

• Close complaint record

Complaint Metrics

Metric Calculation Target

Response Time Time to acknowledge <4 hours

Resolution Time Time to close <30 days (standard)

Repeat Complaints Same issue recurrence 0

Customer Satisfaction Closure rating ≥4/5

Warranty Management (IATF 10.2.5)

Warranty Analysis Requirements

When warranty returns occur:

• Log return with all available data

• Conduct failure analysis (including NTF)

• Link to 8D if actionable cause found

• Track warranty costs

• Report trends to management

NTF (No Trouble Found) Analysis

IATF Requirement: Analyze warranty returns even when no defect found.

NTF Category Possible Cause Action

Application error Customer installation Improve installation instructions

Misdiagnosis Field diagnosis error Training for service techs

Intermittent Condition-dependent failure Enhanced testing

Specification gap Works but doesn't meet expectation Specification review

Integration with Related Skills

QuoteEstimator

For technical costing during RFQ:

• Cycle time estimation

• Material cost calculation

• Machine rate application

Load: read ~/.claude/skills/Quoteestimator/SKILL.md

Apqpppap

For program management post-award:

• APQP phase gates

• PPAP submission

• Customer approval

Load: read ~/.claude/skills/Apqpppap/SKILL.md

EightD

For technical problem solving on complaints:

• Root cause analysis

• Corrective action

• Verification

Load: read ~/.claude/skills/Eightd/SKILL.md

SupplyChain

For supplier-related customer issues:

• Material nonconformance

• Supplier development

• Sub-tier management

Load: read ~/.claude/skills/Supplychain/SKILL.md

Key Documents Reference

Document Purpose Location

PMOP-004 Customer Requirements Management QMS

SCP-007 Customer Order Management QMS

QP-008 Customer Complaints (8D) QMS

F-COM-001 Customer Enquiry Log Forms

F-COM-002 Quotation Template Forms

F-COM-003 Contract Review Checklist Forms

F-COM-004 CSR Register Forms

Examples

Example 1: Process new RFQ

User: "We received an RFQ from JLR for a suspension bracket" → Loads RfqProcess workflow → Walks through registration, feasibility, quotation → Generates quote package

Example 2: Contract review

User: "Review the contract terms for the new BMW order" → Loads ContractReview workflow → Checks technical, quality, commercial requirements → Identifies risks and required clarifications

Example 3: Customer complaint

User: "Customer complaint from Ford about dimensional issue" → Loads ComplaintEscalation workflow → Registers complaint, classifies severity → Links to 8D for technical investigation → Sets up communication cadence

Example 4: CSR management

User: "What are JLR's customer-specific requirements?" → Loads CustomerRequirements workflow → Returns CSR register for JLR → Highlights any compliance gaps

Supplementary Resources

For detailed guidance: read ~/.claude/skills/Commercialsales/CLAUDE.md

For templates: ls ~/.claude/skills/Commercialsales/templates/

For contract review checklist: read ~/.claude/skills/Commercialsales/reference/contract-review.md

For customer portal guides: read ~/.claude/skills/Commercialsales/reference/customer-portals.md