Customer Onboarding Form
Who assigns the price book for each customer?
Andrew Ngai
What does "ADC" stand for?
Aerogen Distribution Center
How long is a controller under warranty?
2 years
Who assigns the credit terms for each customer?
Nicholas Rhymes
Who helps the customer fill out the Onboarding Form?
ACCOUNT MANAGERS!
What are the ways a customer can place an order?
1) Email USAOrders@Aerogen.com
2) Over the phone
How many days after delivery does a written notice need to be sent to Aerogen about a device being returned?
10 days
When does a customer complaint need to be processed
Anytime there is a broken device/product
What types of payment does Aerogen accept?
1) Check
2) Credit Card
3) ACH
4)
What section of the Customer Onboarding Form is optional?
The Customer Onboarding Form must be completed in it's entirety. A customer may only opt to not providing credit reference #3.
What does "RMA" stand for
Return Merchandise Authorization
60 days
What is the difference between the "Billing Information" and the "Finance/Accounting Information" sections?
The billing department would be the accounts payable department. The finance department will be who Nick would need to get in touch with when it comes to credit terms
What does SS review when an order is placed?
1) Current Customer
2) Finances
3) Pricing
What needs to be included in the email when a customer wants to return a device?
1) Discrepancy(s)
2) Failure(s)
3) Invoice
What all will be included in the welcome email to a new customer?
1) Welcome letter
2) Step by step guide on how to order
3) Order Sheet
4) Contact Information
5) Link to payment portal
6) Links to trainings
What happens to an order after it is reviews by SS?
SS sends the order over to the ADC to be processed.
What are the different types of order issues that could take palce?
1) Missing Product
2) Lost Order
3) Miss Pick
4) Order Quality
5) Short Order