If there is an Order Issue to the SO (Sales Order) assigned to us, OM Agent should raise Order’s Update to CS.
SLA (Service Level Agreement) – 2 working days after SO assigned to OM Agent.
Go to Freshdesk
Click new > New ticket
Pick a template and choose SG-SO Order’s update
Fill in the information required
Fill in the the contact with your email
Fill in the subject and change the SO number
Choose the priority
Fill in the group and agent as per customer PIC
For KA (Key Account) Client, follow below list of PIC for each client.
For MP (Marketplace) & SML (Small, Medium Client, only fill in the group and leave the agent blank.
5. Fill in the description email by following the email template > Click ‘Create’
If there is an Order Issue to the SO (Sales Order) assigned to us, OM Agent should raise Order’s Update to CS.
SLA (Service Level Agreement) – 2 working days after SO assigned to OM Agent.
Go to Freshdesk
Click new > New ticket
Pick a template and choose SG-SO Order’s update
Fill in the information required
Fill in the the contact with your email
Fill in the subject and change the SO number
Choose the priority
Fill in the group and agent as per customer PIC
For KA (Key Account) Client, follow below list of PIC for each client.
For MP (Marketplace) & SML (Small, Medium Client, only fill in the group and leave the agent blank.
5. Fill in the description email by following the email template > Click ‘Create’
A. Go to ‘Purchase’, click ‘Purchase Orders’, search the PO (Purchase Order) Reference, and click the PO#. B. Tick the check box beside the Item Description. Then, click “Copy To A/P Invoice“. C. Make sure that the ‘Payment Terms‘, ‘Total Amount’ on the ‘Tax Invoice’ from the supplier, and A/P Invoice Summary are tallied. Click…
Sourcing will be needed for the agent when the item the customer purchases is OOS/Obsolete/Long lead time. There are different treatments for different types of customers. For: – Marketplace: The agent will do the Sourcing by sending the RFQ (Request for Quotation) e-mail to the supplier. – Enterprise: The agent will raise RFS (Request for Sourcing) to IS…
The agent to inform LF (Logistic and Fulfillment) that 3PL (3rd Party Line) is not following collection instructions. The agent to re-arrange the collection by rescheduling Pick Up orders on ERP.
A. The agent to check with initial supplier. A.1 Initial Supplier has no alternative item. – Check if the customer can wait for the lead time. – If yes, inform the supplier accordingly – If no, Proceed with sourcing. Click here to see how to raise RFS (Request for Sourcing). – After sourcing, proceed to B….
A. If the supplier does not reply to our e-mail within 8 working hours. A.1 For Direct Seller Order Agent to follow up by call and inform the Category Management Team. A.2 For ETH order Follow up with the team lead. B. If the supplier is not responding to both email and call within the…
