MISSION
Superior's mission is to help our customers in the sewing and allied trades stay competitive by providing them with
CORE VALUES
Superior is built on five core values that keep us centered and help us attain our mission as they guide our actions and interactions. These values are:
- Honesty and integrity in everything we do.
- Respecting each other, our customers, and our suppliers.
- Trusting, training, and empowering our staff.
- Investing in new technologies and products to improve and grow our business.
- Product quality.
Commitment to Quality
Superior has always had a reputation for providing high-quality parts, supplies, and peripheral devices that our customers can resell to their customers with full confidence. We take our customers' trust very seriously and work hard to ensure that our parts continue to meet these high standards by thoroughly testing all new or changed products, by spot-testing existing products, and by sourcing many products from the same manufacturers that make those products for OEM companies.
New Product Testing
Before we add a new product to our line, we request at least two samples from a carefully selected vendor. We send one sample for field evaluation to a qualified customer who is familiar with the product, can install it on the appropriate machine, and can critically assess its performance. If the product is approved, we keep the other sample as a control unit to ensure that the first shipment of the new product conforms to it. By working closely with customers who actually use the products, Superior has maintained a very high quality level across its large product line for over 50 years.
Ongoing Product Testing
Under our strict quality assurance program, vendors are required to advise us of any change in manufacturer, raw materials, production process, etc. We then subject any changed part to the entire new-product testing process. In addition, if a particular part has not been received in 12 months, we re-evaluate the next shipment of that part as if it were a new item. As a further safeguard, we randomly check incoming shipments to ensure compliance with our requirements. Vendors that do not comply can lose their status as preferred vendors. This proactive process identifies and eradicates many potential quality issues before they become a problem for our customers.
Sourcing from OEM Parts Manufacturers
In many instances, Superior buys its parts from the same manufacturers that produce OEM factory-supplied replacement parts for Brother, Juki, Kansai, Mitsubishi, Pegasus, Yamato, Durkopp/Adler, Pfaff, Siruba, and many other companies. While it is well known that many Nissin loopers, Towa bobbin cases, and Hirose, Sabun, and Cerliani hooks fall into this category, many other items do as well. For example, many manufacturers that produce sewing machine knives, throat plates, feed dogs, needle bars, tensions, and take-ups for Superior also produce original OEM factory-supplied replacement parts.
Competitive Pricing
At Superior, we consider it our mission to offer competitive prices on the high-quality products we sell. While our prices may not always be the lowest, we believe our price-quality ratio is unmatched. We work hard to purchase parts at aggressive prices, so our customers can then offer them for resale at competitive prices.
We strongly believe that our parts are generally of better quality than those of our competitors. Nevertheless, we work diligently to check competitors' prices to ensure that our prices are competitive with other non-OEM parts. In addition, we price our non-OEM parts significantly below the corresponding OEM-branded parts. This enables our customers to provide their customers with lower cost, high-quality alternatives to the OEM parts.
One-Stop Shopping
If a dealer must make numerous phone calls, place separate orders with several suppliers, incur separate freight charges from each supplier, and receive multiple shipments in order to fill a customer's order, it adds significant and unnecessary expenses to the dealer's buying process. It has always been Superior's philosophy to streamline the ordering process for our customers by providing the widest line of sewing and cutting products available at the wholesale level.
"Superior" Parts
We strive to be a one-stop shop for our customers' high-mortality non-OEM ("Superior") parts requirements. From its inception, Superior has recognized that a major component in building customer loyalty is the breadth of our in-stock product offerings. Our customers appreciate the efficiency of having all their parts needs met with just one call to Superior, thus avoiding duplication of certain ordering, receiving, transportation, and other costs.
OEM Parts
In addition to supplying a vast assortment of "Superior" parts and supply items, we are a main distributor throughout the Americas for Brother, Kansai, Mitsubishi, Pegasus and Racing factory-supplied parts. In addition, by agreement with certain OEMs, factory-supplied parts from Juki, Yamato, Pfaff, Rimoldi, Siruba, Eastman, and the like are available from Superior to those customers situated outside the United States. We work hard to be a comprehensive source of parts and supplies for our customers.
We Welcome Your Suggestions
We are always looking to expand our line of high-mortality "Superior" parts. Your suggestions concerning additional items that we should add to our product line are always welcome and appreciated.
Unrivaled Service
Superior's commitment to high-caliber customer service also differentiates us from our competitors. Each of us at Superior embraces the philosophy that we are all customer service representatives. We strive to help our customers place orders easily, receive quick answers to requests for quotations and inquiries for stock availability, get the parts they order shipped promptly, and return problem merchandise without a hassle. And our newly expanded web site provides our customers with another option for managing their orders and getting the information they need when they need it even when our offices are closed!
Efficient, Responsive Customer Service
In New York, we support customer service with almost 50 incoming customer telephone lines, so when our customers call they can speak to a caring person, not a machine. Or, if it is more convenient, customers can also contact a regional office in Miami, Florida, or Los Angeles, California. Superior's experienced customer service staff can speed our customers through parts inquiries and the order entry process using a more advanced computer-driven order fulfillment system than any of our competitors possess.
Well-Trained, Professional Staff
Superior strives continuously to provide the most professional wholesale distribution staff in the industry. All new Superior employees complete a rigorous training program and are then paired with more experienced personnel who serve as mentors and our commitment to service extends to fulfillment functions as well. Our warehouse training programs are designed to ensure that our customers receive the parts they order, identified with extremely easy to read labels, packed securely and professionally, and shipped promptly and correctly.
Same-Day Order Fulfillment
Superior devotes considerable effort to developing and maintaining a knowledgeable purchasing staff that can get the products our customers need. And we equip our staff with a sophisticated computer-driven reordering and dispatch system that helps them ensure those products are in stock when customers need them. The result is a same-day order fulfillment rate that averages over 95% on our line of 35,000 in-stock "Superior" products. Even with the broadest product line, Superior is able to achieve the highest fill rate in our industry segment.
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