Calls
How long should you keep a customer on hold if necessary?
There is no specific time. The suggested duration is between 2 to 5 minutes, and it's important to return before the time ends.
What is the process for locating the customer number?
Search it in XT (Business Partner File Enquiry) with the SHIP TO on the PO.
Do you need to send the releases to approval from the team lead?
Yes. The releases must be reviewed from your Team Lead before closing the case.
Do we key orders for Takeda?
Who is the AM for this program?
Nicholas Stanford
At the beginning of the call, what are the three key questions you should ask?
1. Customer's name
2. Callback number
3. How can I help you?
Is it possible to modify the payment terms if the purchase order specifies a different set of terms?
Yes.
Can you remove 30 holds?
Yes. 30 holds are the only ones we can release.
What occurs if you cannot locate a license for an account following the receipt of the "1435 ACCOUNT NOT FOUND" email?
Send an email to Roy, Victor and Cory stating the license was not found.
What actions should be taken upon receiving a case regarding a shortage?
At the end of the call, what are the main 3 things you need to say?
1. The recap of the call
2. Is there anything else I need to help you with?
3. Thank you for calling (programs name)
What steps will you take if the license has expired?
1. Leave the order on hold.
2. Locate the new license on MedPro.
3.Create an account maintenance.
What happen if a line has yesterday’s date? Do you need to change it?
No, it can have a previous date but not be future dated.
Who can key VO and SR orders for Takeda?
The team leads.
What steps will you take if you receive a customer service situation related to pricing issues?
Forward it to Xiromed Customer Service at: customerservice_usa@xiromed.com.
Explain step by step how to make a transfer to another department.
1. Place customer on hold
2. Call the other department
3. Explain reason for the call
4.Join the calls and introduce the other agent
5.Transfer and leave the call
What steps will you take if the ship-to and bill-to information does not match the details on the purchase order?
What steps should you take upon receiving a request to release a 60 hold?
Email the DC. The 60 hold is released by the DC once the order is confirmed.
What is the name of the Takeda product we do not handle?
Hemofil
What actions will you take upon receiving a Sales reversal order request?
Send it to Quality Investigations. CS do not work SR or VO orders.
Write an example on how to log a call after keying an order.
CUSTOMER called from PHARMACY. Callback #: 8888888888 to place an order for PRODUCT. Quantity 80. Order placed. Order#: 222222.
What actions will you take if the amount differs from the one stated on the purchase order?
Send an email back to the customer or AM asking for the correct price.
Exception:
-Dermavant must send the PO updated again.
-Xiromed, if the sales price is different, you can change it.
-Partner, if it is for something small, it is ok to process it.
What happen if a line is released by error?
Change the date to be future dated again (180 days).
Does Takeda has UPS premier handling?
Yes. Takeda receives and handles UPS Premier directly at SpecialAccounts.US@takeda.com. Email AM for direction when anything comes to ICS for these programs specific to UPS Premier.
What steps will you take if an item is out of stock, but the request is originating from warehouse 305?
Process it. If the request is coming from warehouse 305 or 310 it is ok to process it without increment limit.