Customer Support
Providing excellent customer service & support 24/7 – worldwide.
It is our desire to exceed our customers’ expectations. No problem is ever too small, so let us know how we can help you!
Our Customer Support Program offers Technical Support, After-Sales Support, and unparalleled Customer Service.
Technical Support & After-Sales Support
For Technical Support, email techsupport@charm.com or call us directly at +1 978-687-9200, then press 4.
After Sales Support: After-sales support is critical to make sure our customers are getting the most from their Charm products. We can guide our customers based on their results to improve their processes and understand data trends. Our Service Program integrates customer care, in-house technical service and support, field service and support, product managers, software engineers, logistics specialists and R&D.
Onsite customer training: For all of our products, we offer onsite training with your employees which involves hands on monitoring of your testing program, complete training per FDA/USDA/SQF/BRC/FSSC 22000 official programs.
Training Seminars: At our new state-of-the-art facility in Andover, MA, we provide training seminars inhouse for customers as well as our international distributors. In addition, we also provide online webinars, videos, video conference trainings and informational sessions on the use of our equipment.
Customized Solutions: We provide customers with ability to customize our equipment prior to purchase and will work with customers to outline their needs and find the perfect equipment solution. Furthermore, we can conduct product validation of particular commodities/products as they relate to the use with Charm test kits. Learn more about Charm’s Customized Solutions.
Proactive Analysis: We monitor trends in data based on reports provided with our tests. We work with customers to provide solutions to their needs based on results using Charm tests.
Problem Solving: The vast industry knowledge of our sales and support staff (more than 30 years of industry experience) enables us to relate directly with our customers and brings unrivaled experience together to help solve problems. By working with governments across the globe, we develop products to meet different governmental/import/export regulations worldwide and can guide our customers to the appropriate products for their requirements.
Customer Service
Simplified Order Process: Questions regarding or placement of orders can be e-mailed to sodomestic@charm.com or call us directly at +1 978-687-9200, then press 3. We are dedicated to provide assistance to every and all of our customers. Customized order templates are also available to expedite the order process.
Order Tracking: Auto-notification of orders and delivery status is available upon shipment. Customers who have placed orders will receive an order confirmation e-mail including tracking information. A video record of all items packed for each order is available upon request.
Standing Orders: Standing or Blanket Orders are the preferred solution for most customers as they reduce administrative and operating costs. Charm keeps track of all items billed against the blanket order, as well as its current status. A single PO# can be used for all shipments or separate PO#s can be given for each shipment. A customer calendar displays agreed upon ship dates and volumes which can be cancelled or changed at any time prior to the ship date. New standing orders can be issued around the customer’s fiscal year, making budgeting easier.
Delivering on Delivery: Known for successful on-time delivery and short lead times, our customer service team offers multiple solutions and service carriers including: Overnight, 2-day, 3-day and ground. Customers can choose the delivery option that best suits their needs.
After Hours Service: Normal business hours are Monday-Friday, 8:30am to 5:30pm, eastern time (USA), but since most global companies do not function during our business hours, Charm Sciences began implementing a 24/7 “live person” program shortly after it was founded in 1978. Our after hours service can often accommodate emergency orders when customers have a critical need for products or support.
Customer Response Time: We treat each customer request with the greatest care and attention. All inquiries are stored confidentially for scheduled follow-ups.