What is the maximum dollar amount allowed in order to proceed with a return
What is $1500.00
100
Which screen in DMS do you never go to when entering a return.
What is "CC" screen
100
True or False - A product incident can occur even if there are no bodily injuries
What is True
100
What is the name of the document that is filled out and sent to Swagelok when there is a potential product incident
What is Product Incident Report
200
Which 4 main questions do you ask a customer to determine if a return will be accepted for review
What is
1. Why would you like to return these parts?
2. What was the PO# or original transaction number
3. Are the parts in the original packaging
4. What are the part numbers & quantities
200
If the order was shipped over ____ months ago, escalate the return to a director.
What is 3
200
What information do you ensure is removed when issuing an RA number in DMS
What is "BADR" / Bill to address
200
What is the definition of product incident
What is An incident that is caused by a failure of a Swagelok or Non-Swagelok product sold by an authorized Swagelok distributor or sold by a non-Swagelok supplier (Supply House)
200
How is Custom Solutions related to product incidents?
What is Custom Solutions build assemblies and take precautions to prevent potential product incidents
300
What is the restock percentage charge for regional parts?
What is 15%
300
What is the restock percentage charge for Factory Specials/Non-Returnable parts
What is 75%
300
If a customer is returning parts due to our mistake, what is the restock percentage charge?
What is 0.00/0%, no charge
300
Which key indicator states: Any person or bodily injury even if it was minor and no treatment was provided?
What is Injury
300
Which key indicator states - Any downtime or loss of product.
What is Economic Loss
400
What are the 7 components of a return?
What is Determine if the request will be accepted for review, issuing an RA number, receiving the parts in the building, processing, closing in DMS, closing in CRM, Quality documentation.
400
What goes in field 04 in DMS when issuing a return.
What is the "(customer's PO) CREDIT"
400
Which tab in CRM does the Return Specialist add final return notes to?
What is the Merchandise Return tab
400
Which Key Indicator States - Repeated complaints about the same product or application are warnings that something is amiss.
What is Recurrence
400
Which key indicator aligns with the following: A customer asked "What happens if you over pressurize a system and have you ever heard of a situation where a fitting blew out of tubing"
What is Questions
500
What does each letter of MENTOR stand for
What is:
Manager
Explanation
Notes
Transaction number (original)
Original credit card number
Restock Fees
500
Once an RA number is issued, what three components are in the email that confirms the return is accepted for review
What is
RA #
Terms of Return
Address to return the parts to
500
What is the job title of the person who ensures that all information regarding the return that is in DMS is transfered to CRM.
What is CRM Specialist
500
What does a CSR do if they recognize a potential product incident.
What is Notify a Director or the President immediately and enter an OFI in CRM
500
Who is responsible for notifying the Product Evaluations Manager at Swagelok for a potential product incident?