Bid Opening - Refuse & Yard Waste Bins - Toter LLC

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We believe, simply stated, that our commitment to preventing issues is the key to satisfied customers. We want all customers to have a great experience with our products — from their first contact with us all the way through product delivery. As such, we have adopted the following customer service credo: Commitment - ✓ We will treat all customers with respect (regardless of size) ✓ We will follow up with you upon receipt of your order to ensure satisfaction ✓ We will resolve any issues quickly Support: ✓ We will provide a dedicated Customer Service Satisfaction (CSS) specialist for each participating member ✓ We will respond quickly on quotes (same -day response in most cases) ✓ We will provide an order confirmation (within 24-48 hours) ✓ We will call you with shipping & delivery information and provide early notification should there be any issues with your order The City will be assigned a dedicated Customer Satisfaction Specialist (CSS). All CSSs are cross trained on this contract and they will be available for back-up and high -volume situations. The CSS team is managed by Toter's Customer Service Supervisor, on -site with CSSs at Toter headquarters and available to help in any situation. CSSs handle customer needs prior to, during, and after orders are placed with our company. Routine services include assisting with customer choices, quoting, entering orders, obtaining customer approvals on custom markings and features, constant order tracking with production and traffic departments, handling intricate detail on large and small orders/projects and situations such as drop shipments and timing of shipments, and problem solving when order issues arise and when technical feedback is obtained. In the field are Toter's Regional Sales Managers, industry experts ready to assist with municipal contract issues, unique product applications, and all other field service issues. They may also be responsible for reporting contract updates, as well as forecasting large projects, coordinating non -core program items, and general contract facilitation. Toter's Regional Sales Managers are responsible in the field for this contract. Division Sales Directors support this management team, and they back up each other in emergency situations. Toter's executive level will ensure that long term strategic partner issues such as ongoing cost reductions and new product innovations are pursued aggressively. TOTER'S COMMITMENT TO SUSTAINABILITY— PROJECT251 Our first public -facing initiative for its Corporate REsponsibility program (CORE) is known as Project25. This program formalizes Wastequip's commitment to improving the lives of its employees and the communities in which it operates to maintain a healthy company. As part of this program, Toter is committed to reduce the amount of virgin resin used in our roll cart production by 25% since October 2021. Toter can then manufacture Black carts with up to 50% recycled resin (and lesser percentages of inclusion in other colors, like green).