Categorize
What goes in the Description Field?
Account Number (If no other transaction) / Order Number/ Quote/ Credit/ Debt
Where in the guide would you find to help with taxes on an order?
Email Support Guide- "Sales Tax"
When placing a new order, which fields do we check the PO?
1. Document Number
2. PO No
Where do we search for accounts?
SOE
The customer says "Thank you" for sending ETA, what do you reply?
Nothing :)
You receive a Roofing Flyer, what do you reply/ categorize the interaction?
No Reply, NAN (No answer needed) - AP Junk Mail
Where can you locate how to input a template?
Email Support Guide- "Templates How to Use"
What goes in the customer contact note when placing/ changing any interaction?
Ticket Number
What information can we use to find an account when searching?
Email Address/s
Street Number and Zip Code
Company Name
Phone Number/s
After selecting a template from the drop down that you want to use, what do you click?
"Insert"
You just placed an order, what "Category 1" would you use?
Order Assistance- Create New
When do we leave notes in CRM for a ticket?
Where can we find this information?
Whenever a request is marked as Follow-up Required –No Customer Contacted or resolved over the phone.
Email Support Guide- Notes in ERMS
If you placing an order for a potable water restricted item and the customer gives no indication for use, what is the next step?
Call the customer
Where do we go/ how to search a street address to locate an account?
SOE- "Search" button- Change type to "All"
Put street number in Street field and zip in zip code field.
How do you start pulling tickets?
Search Transactions- Pull my next task
When transferring to a different que, what would you categorize your description, status/ status reason, and category?
Description- (Leave how it is, do not change)
Status- Completed
Status Reason- Forwarded/ Routed
Category- Other- Details entered in description
Where would you go to find a certain Que to transfer the ticket?
Email Support Guide- Queues- Export Office Locator
Customer is asking for tracking. If there is an EDD of 07/11/22 with no tracking information for a 3rd party item, what would your next step be?
Provide EDD, no tracking yet. No need to email 3rd party
You find two active accounts for the company, what is your next steps?
1. Check the shipping address to see which account matches the PO's ship to
2. If they are same, call the customer to verify
What is Puerto Rico's Transfer Que name?
NONE, they only have email at the moment. puerto.rico@grainger.com
You just called and left a voicemail for more information, what status/ Reason for status would you choose
Follow Up Required- Contacted Customer
Where in the Email Support Guide would you find how to route to a different que?
ERMS Email Process- "Route to a Different Queue Business partner within ERMS"
Susie emails us a PO with her credit card information included, where in the guide would we go and what would be our next steps?
Email Guide- Credit Card in Email- Open Credit Card Tracker Form and fill in requested information
*call the customer explaining that Grainger cannot process credit card information sent via email and create order taking their card over the phone. Offer to store credit card
*Leave voicemail if they don't answer follow-up CSC Credit Card (ZBCC) and create a quote
What email work instruction can you access the account search from?
the email process guide
Customer emails in stating they need a credit/debt rebill due to a wrong account being chosen, but the PO type indicator on the order is 07EDI. What is you next steps?
ToolBox- "E" for epro request- check the billing indictor, if it is either 007, 014 or 018, Forward to: NCC_EP_ePro
If it is not one of these three, proceed with credit/debit