TOOL USAGE
How do you go back in an Order?
1. F3
2. F12
What are the type of Notes we ALWAYS leave on our Orders and why? Also, What happens if we do NOT leave Notes?
T-Notes
M-Notes
F2 Notes
"Notes are important to document any information, process or challenge encountered within your orders for future reference for you or any other associate"
If we DO NOT leave Notes we Fail into QA and compliance.
How long does the follow up Time is and how often?
1 hour Daily
What does a UNC Means and under what category is it?
Means this PO was NEVER sent to the supplier – we need to get this sent over to the supplier ASAP
-Top Priority
How you UNBLOCK your Keyboard? (XII)
Hit Ctrl
How do you get to the Quick Find Customer Search?
(Steps)
1. Open AS400
2. Write NSOE (enter)
3. Write 1 (Enter)
Which Orders from the EC Pending we DO NOT touch/process and what does each letter stands for?
D- Do not touch Accounts
I - International Accounts
G - Government Account
Am I able to skip my breaks and lunches to get more orders?
NO!
Unless is approved by my Team Lead or Supervisor
What's the correct path to ask for support?
Follow the Entry guide procedure, white messages, and E76 follow up guides first.
Then double check on Teams history to check on similar cases for further steps.
If there's none information, consult with you Teammates or Team Leads
How do you allocate a CTL Item? (Cut to length)
To allocate or DS a CTL we place B on the option line.
FYI:
ALWAYS --->Verify Length and Quantity when it is a cut to length item to check the information of quantity the customer wants we go to F14 notes
How do you get to the EC Pending Bucket List? (Steps)
1. Open AS400
2. Write NSOE (Enter)
3. Write 1 (Enter)
4. Hit Shift+F7
What Orders do we need to pull up FIRST?
1. From the TOP to the BOTTOM
2. Orders with Deadline (especially 14:00's ones)
What happens if a Vendor hangs on me?
I'll proceed to callback the vendor twice again.
If there's no answer, I'll send an email. And will submit a feedback using the Vendor feedback tracker
( https://docs.google.com/forms/d/e/1FAIpQLSeGF1xT8sbaCoDMkX5VrBO9ofzGhFtUi6HZpF4g7kM5hl4rfQ/viewform )
How do you get to the E76 Screen?
(Steps from the quick find customer search and from the very beginning)
From the quick find customer search screen
-Hit F10
-Put 76 online – hit enter
-Change type to DS
-Enter 3-digit sales ID in field (Enter)
From the beginning:
-Open the AS400
-Type NSOE
-Type 76 (enter)
-Enter 3-digit Sales ID (Enter)
How do you cancel a BO? (Steps)
1. Copy the P/S#
2. Open a New tab / Restart your tab
3. Type CLBO
4. Paste P/S# (enter)
5. Hit F13 - cancel PS (Shift+F1)
6. Write the Cancel Reason
7. F6 to accept
How do you split an order? (Steps)
-Open a New Tab
-Copy Bill to# and Paste it on the new tab
-Copy Ship to and paste
-Check the Contact Info and Select
-Copy PO, and paste it on the new tab
-Copy the Item and Qty
-Check the Price
-Continue processing
When are we able to Drop Ship an Item? (factors)
To Dropship we need the required information from Vendor especially focused on their Lead time, Minimum Fees, and DS fees, if an order has a really extended lead time or min qty or fees, make sure to check our availability tab and BO Instead.
If lead time extends more than two months, and there’s no min fee neither DS Fees. You okay to DS as soon as you send a M-Note to the cx stating “Item will be DS directly from the vendor once they have in stock” and when processing leave a 6 week Lead time.
If lead time extends more than three months or more, and there’s min or DS fees, and we have availability coming in, leave the Item as Back Order
Non-Managed-Vendor- Always DropShip and if we are unable to get the data treat it as a Phase out ( DO NOT BACK ORDER)
How many times/ days are you expected to contact a Supplier when requesting for quote?
3 days the most - Could be up to 5 (we need to raise awareness to our supervisor at day 3)
1st day - 3 calls - 1 email
2nd day- 1 call up to 2 -1 email
3rd day - 1 call 1 email
Remember, is the associate's interest on processing the order ASAP, mainly when we have a cutoff time.
How does the follow ups should be? (what's the correct order on doing follow ups)
And when (a what time of the day) the follow up should be done?
Follow up should be:
Outlook emails
76 screen
Then your F11 orders and Oceana emails
Follow up is ONLY DONE IN THE MORNING each day!! So after you complete your 76 screen in the morning, you shouldn't be going back in it throughout the day and checking on it, only in the mornings or this will take you away from getting more numbers!!
Why is it important to review the F1 Notes/ Customer notes?
These are the customer rules or notes on how they want us to process an order.
Always check the expired Notes, even though they are expired, some of them could have important information you might need.
ALWAYS double check if there’s any shipping information or Truck info. (Account#).
How do you search for an ITEM# from the Quick Find Customer Search? (Steps)
1. Hit F8
2. Hit F16 - Itm Search (Shift+F4)
3. On Select FC Item, Paste Item# (enter)
When are we able to BO? (factors)
We should BO as last resource only.
If we don’t receive or comply with the DS minimums and fees we BO an item.
If there’s incoming purchase on our availability tabs before the DS Lead time, is okay to BO.
If we are only a few dollars from meeting the min. Please confirm with the customer and advised if they would increase their qty, or accept the dropship fee if not would rather BO
Always resolve all the items within an order even tho they are not in the F14 error screen.
B/S items should be allocated on any available warehouse usually on BO state..
For MSC Exclusive vendors, if they DO NOT have any phone/Email contact whe should leave it as a BO with a 5 day lead time.
Before leaving something on BO, let’s see if there’s any alternative for the item within other vendor without mins or fees to send it over.
Non-Managed-Vendor- DO NOT BACK ORDER
1. Am I able to do OT within other week?
2. Am I able to pay my hours as a reposition within other week?
1. Nope. OT only within the week or day requested by Ops. (Team leads & Supervisor)
2. Yes, only authorized by Ops. (Team leads & Supervisor)
When following up with an order, what's the main thing we should never forget?
When following up, ALWAYS LEAVE F2 NOTES to backup yourself and other agents in case is needed.
When deleting an order from the EC Pending, (An order without been processed) where do we leave the notes clarifying we are deleting the order?
On the F14 Screen.
If you will be deleting an order or an item ALWAYS leave notes under your error screen by hitting Shift + F2, so you can add those notes on the main error screen.