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’
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…
A. If LT is manageable (Range within 1 month), we can inform the CS (Customer Success) Team directly. A.1 If the Customer accepts the lead time, we can proceed with the order and update the following information as below on ERP. Notes: Agent needs to FU the lead time 1 week before lead time falls….
How do I start? Step 1. Go to Sales, click Sales Orders, search the SO (Sales Order) Reference, and click the SO#. Step 2. Before creating the PO (Purchase Order), please check the following: A. SO (Sales Order) External and Internal Remark to see if there are any notes from the client.E.g.: Delivery should be…
A. Direct Supplier Negotiate with the supplier to maintain the old pricing. A.1 If the supplier is unable to maintain the old pricing, will need to refer to escalation policy. Click here to see the Escalation Policy A.2 If the supplier can’t be negotiated. The agent needs to do some sourcing. Click here to see how…
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…
A. Inform CS (Customer Success) whether they want to proceed or if they want us to continue some sourcing or cancel the order. A.1 If the customer wants to proceed – Ask CS (Customer Success) to raise a new SO (Sales Order) with an alternative item. – Cancel old PO (Purchase Order) and then old…
