Process Updates
What should be done if there are special booking instructions for a specific account?
Archive | Add a permanent note to the account TD-NAM00003-SPOM
All spare part P&A inquiries must be tagged under what category and reason?
P&A | Non- standard | TD-NAM000014-SPOM
What are the 4 accounts which are strictly off limits for any modifications?
TD Synnex, D&H, CDW, Ingram | TD-NAM000013-SPOM
If the customer is asking for a document that is available in MySchneider, what process should be adhered to?
Portal vs Non Portal customers | TD-NAM00011-SPOM(1)
What is the resolution time frame for Account Management?
5 business days
PAPACHOWPAN SI KRIS AND KENNETH!
What should be the subject in bfo for this inquiry/request?
"Please cancel line 2, qty 5 of ABC123 on my PO 123456/ SO 74058888"
Cancelation Request on PO 123456, Line 2 ABC123 Qty 5
Site examples where cases can be transferred to AM
CR tickets, big 4 accounts etc
LIBRENG DONUT NI JM!!!
Pitt Ohio Express, ground
If the customer asked for shipping to be changed from standard ground to Will CALL, what is the correct category and reason in Bfo?
Order Modification | Delivery Release | TD-NAM00004-SPOM
What is the standardized format for case logging?
Paraphrased, no pleasantries, 3rd POV, no copy paste etc. | TD-NAM00008-SPOM
What is the general rule in handling duplicate cases?
Please ensure that the customer is clearly informed that all future communications will proceed under the existing case, and the newly created case will be canceled.
It is essential that the customer fully understands this process to avoid confusion. The duplicate case should be related to the parent case before canceling.
Give one scenario that MySchneider tool should be promoted (except for P&A and order Inquiry)
Order modification | Cancelation
How should we match freight quotes with orders?
If the ZIP CODES match, the quote can be applied even if the city address or city details differ. | TD-NAM000015-SPOM
What should be done if the Mat Avail date and SSD in Oracle do not match? | TNL-NAM00021-SPOM
recommended spiel (Do not touch the dates!)
In archiving booking changes in Oracle, what pertinent information must be captured?
Date and time stamp of the customer's inquiry or request / email thread (case # only is not acceptable) | TD-NAM00008-SPOM
What is the general rule in order dates once the order is released from AM SHIP Hold?
Add 3 business days in RSD, treat it like a newly booked order | TD-NAM00017-SPOM
What should be the basis in promoting MySchneider to customers?
Their inquiry and promotion should be tailored/personalized. | TD-NAM00010-SPOM
If the line is stuck in BOOKED status in Oracle, what is the work around?
Progress and Retry
If the customer is requesting for pull in and we have stock in Oracle, can the dates be touched?
Yes, if stock is confirmed
When is archive acceptable to be followed in any booking scenarios?
If the archive/permanent note is not more than 2 years old
What is the SP AM rule in answering inquiries from a portal exposed customer with other recipients copied on the thread?
* To reply via email to all recipients
* Add the same response as public case comment to document the interaction in the portal
SOURCEW: DID YOU KNOW
Give one scenario where promoting MySchneider is not necessary.
POD request | TD-NAM00016-SPOM
What are the conditions when ship dates can be manually adjusted? (COMPLETE ANSWER)
DPAS
SAO
ESCALATION
**TNL-NAM00019-SPOM**