Module 8a Sales Support Team
Who does our customer send their quote requests to?
Either to their Southwire Account Manager or their Sales Agent.
Why would we need to open a Dispute Case?
There is a discrepancy against our customer's order.
What are 2 of the 3 Project Management objectives?
Customer Service, Efficiency, Planning & Communication
Finish this statement: Turning "No quote into _______"
No problem
Finish this sentence: Order to Cash is how our business receives, processes, and _________ customer orders.
completes
When our Account Managers and Sales Support Specialists work together, what do our customers get?
A great customer experience!
Give a specific example of why a customer would need to make a return.
Material was damaged
Incorrect material received
Material no longer needed
When a project is managed by the team, what type of customer service experience is expected?
World-Class
What is one of Southwire SPEED's 3 Service Platforms?
SPEED - Manufacturing Services
SPEED - Stock Services
SPEED - Project Services
What is the last step in the Order-to-Cash Process?
Collect Payment
What has been drastically decreased due to the Sales Support process?
Error Rates
Who typically initiates a dispute?
The customer
Name 1 of the project qualifications needed to be considered for Project Management?
500,000 LBS or more on a combined infrastructure/industrial project.
OR
100,000 LBS or more on an industrial project.
Which strategy includes a lower minimum order quantity?
SPEED Manufacturing Services
What is one impact of an inefficient process?
Low Productivity, Slow Cycle Times, Increased Error Rates, Poor Customer Experience
How do Sales Support Specialists communicate with Account Managers?
Salesforce's Chatter feature
What do we gain when we have the information and supporting documentation that we need to resolve a Dispute Case?
Process Efficiency
Name 3 of the Project Management Team's Responsibilities.
-Release Schedules -Product Management
-Hedge Tracking -Production Communication
-RDD Management
-Vertical Market Tracking
-Spec Engineering
-PO/Open Order Management
Which strategy utilizes our 250 years of jobsite experience?
SPEED Project Services
What is one example of how we use Celonis today?
Process Mining, Apps (Process Analytics/Dashboards), Action Engine
Name 3 responsibilities of the sales support team.
-Order Entry Management
-Change Order Management
-Quotation Entry in SAP
-JIRA Creation
-CMIR Creation & Management
-Electronic Onboarding & Support
-Customer Hub Admin
What are 2 types of information needed to start a dispute case?
Reason for discrepancy, Invoice #, Order #, Part #, Quantity, Responsible Party
Name 3 Market Verticals targeted by the Project Managment team.
-Utility -Telecom
-Renewables -Factory Automation
-EV Charging -Residential Construction
-Data Centers -Commercial Construction
-Ports (AIR + SEA)
-Mass Transit
What is SPEED's general request email address?
SWSpeed@Southwire.com
Name one implemented Use Case example for Southwire.
Order Confirmations, Order Processing Cycle Times, Electronic Order Success Rates