TMC Training - Using real life examples

Technical Requests

100

Hello, Can you please provide us with a quote for Desvanlafaxine? This is for Canada and US Market. Thanks, and best regards. Pierre Richard Halo Pharmaceutical

LV Lomas does not carry this product, and therefore we cannot provide a quote.

200

Hi Kira, Can you ask Balchem about the solubility of choline in oil? The idea was that it might be a sodium reduction strategy if it could be solubilized in oil and sprayed on to crackers (eg. Ritz). Something that came up with a discussion at Mondolez a while ago. Thanks Kris Rogers

Choline is not soluble in oil, only in water, so this would not be feasible.

300

Hi Carla Would you mind assisting with the Sudarshan names for the following pigments requested by David? Because for instance, the R122 has 3 different names in CRM for it. “Plastic Grade: R122, G7, O64, Y191, B15:3, Y62” Thanks! Nicole Subryan Samples Coordinator

R122 – Sudaperm pink 2991 G7 – Sudafast Green 2730K O64 – Sudaperm Orange 2917 Y191 – Sudafast Yellow 132K B15:3 – Sudafast Blue 2789 Y62 – Sudacolor Yellow 113

400

Hi Carla, Customer is saying that this lot "T1203247" of IGI1242S is 3 years old, is this lot expired? What is the shelf life??? Malvina Chmurzynska Service à la clientèle/Customer service

Product is still good. There is no shelf life on wax.

500

Hi Carla, Can we offer Defoamer for Epoxy coatings (1-3 pale of each per year) • Byk 354 • Byk 525 • Modaflow 9200 Thank you, Christian Technical Sales Rep

• Byk 354 –Borchi Gol LA 50 • Byk 525 –Borchi Gol 0011 • Modaflow 9200 - from supplier “we really don’t have a great match on the Modaflow. Best option is the LA 2. If recoatability is needed keep the levels low.”

Samples / Stock

100

Hi Nicole, Do we have sample inventory of Cabot products? How long does it take to receive a sample? What is the standard size of these samples? Thanks! Christian Technical Sales Rep

We do not have sample inventory as this principal ships samples directly to our customers. It takes 3-5 days to ship out, plus the time to reach the customer. If the sample is rush it will take 2 days to ship out. The standard size of the sample is 100g

200

Background: Marketing Managers are responsible for slow or dead stock in our warehouse. They will request us to assist them to move product. There is no attachment, see below the email for one example of what was on the excel sheet. Hi Carla, On the attached excel file please follow my directions to move this material. Thanks Jake Jevric Excel Spreadsheet Example: HLB009, Potassium Stearate SAK-KS-PF, Value $293.70. Lot#02221 Out of Date: 2014-11-06 Direction: Liquidate to caldic, failing that seek other customers via target database, failing that scrap.

Send to customer service. Ask them to email Caldic explaining that you are giving them a discount if they take product. Further support will most likely be needed to move this product. See detailed answer.

300

Hi Carla, I have started a complaint on the issue below for Sherwin. Please read below, main issue is the English label not having much info on it and the Chinese not really matching (lot numbers do not match). I have checked the stock that is here in Delta and the labels are ok and English is fully filled out on each bag so not sure why this lot is like this. I have addressed their own code etc…I just need you to check with Brilliant or Jake about the bags and labels. Thanks! Product: LVLY074A LOT#: 59141129702 Melissa Espiritu Customer Service Representative

Email the supplier to get the root cause analysis and corrective preventative actions. Set follow-ups and email customer service once you have the answer

400

Hi Dylan, Please send us 500g sample of Zinc Citrate of lot#ZC1212006 to be retested and extend the shelf life by 12 more months, subject to compliance and with the following disclaimer “Revised retest period is arrived at based on the analysis of sample received from the customer, Global Calcium is in no way responsible for any consequential variation in the quality due to handling and/or storage of the material at the customer end which is beyond Global Calcium’s control” Best Regards, Deepika Global Calcium

Fill out the sample request form in CRM. Compare your work with the answer booklet to ensure it was done correctly.

500

Hi Aviv, As discussed, the size is 2 x 1 quart can = total of 2 quarts. Each can weighs 2lbs. Product is MORM657T. We need customs docs for this sample. I have copied Janet on this email as she will ship it out. This is urgent as it affects an upcoming order. We need it re-certified asap. Shipping to: ATTN: Thomas Schwartz The Dow Chemical Company 720 South Eastwood Drive #156 Woodstock, IL 60098 United States Thanks! Melissa Espiritu

Attempt to complete the proforma invoice on your own then compare with the detailed answer booklet.

Questionnaires / Regulatory

100

Hi Carla, Please send me the following information for Sudafast Blue 2789 -Tehnical data sheet -MSDS -ISO certificate -FDA compliance Thanks! Brandon

This is partially a trick question. This email should first go to customer service. They will go through all of the documents in the technical library and then let you know what they couldn't find. In this particular case all of the documents can be found in the tech library.

200

Hello Jessica I cannot find the Audit certificate for International Group (or Wax) on the tech library. I have only the report you sent to me Dec 2014. Can you send me the most recent audit certificate for IGI? Also, Saputo request “updated” "Letter of Guarantee” as the one in the tech library will expire soon. IGI’s product for both Petax 310A and 320. Thank you in advance! Lise Marsan

Email the contact at International Wax asking for the documents. Make sure you let Lise know a rough date of when you can get her these documents by. Set a reminder for yourself to follow up with the supplier a week before this date to ensure that the documents arrive to Lise in a timely manner. Don't forget to upload the documents, once received, into the technical library

300

Hi Carla, Can you provide tech docs for APG0510BULK for flavorcan? Attached. [For the purpose of the $300 question we will only give you practice on filling out one section of the questionnaire. The question, "Is this product certified Kosher? Circle Yes or No. If Yes, please attach the kosher certificate] Thanks, Mitchell Lassaline

Yes, you can get the kosher from our kosher library.

400

Hi Kira, Please see attached for Gay Lea’s questionnaire on FBC001. Please fill it out and send back Thank you, Carla Sousa Customer Service Rep

You can ask your supplier to fill it out but there may be a faster way. Get the previous year's questionnaire for Gay Lea and ask your supplier to change the date and make revisions rather than filling it out from scratch.

500

Good morning Kira I hope you are doing well Requested by Saputo.. Could you fill out their questionnaire please ? [See detailed answer booklet for questionnaire] Re: NVT20000 – Cekol 20000 Thank you in advance! Lise Marsan

See detailed answer booklet for answer.

Reports / CRM

100

Hi Candace, I had a Gentiana Hysi contact me for a sample of Lecithin. Not sure what company they are from but they wanted some technical information. Can you give them a call? [Find what company and her phone number] Thanks!

Skjodt-Barrett Foods, 905-671-2884 X230

200

Good Morning, 5C24A122 has been discontinued and price removed from List. Barbara Tyirin Emerald Hilton Davis

Change notification sent to

300

Hi Carla, I need an update on the below samples that Mark from Borchers sent over. Please update me on what is happening with them. -Icyenne Inc: Borchi Gen WNS -Finitec Hardwood Products: Borchi Oxy Coat Thanks, Jake Jevric Marketing Manager

Hi Jake, Icyenne is currently looking to tint their foam black. They are using a carbon black/graphite mix, which tends to fall out of solution in a few weeks. They need about 6 months stability. We do not know what is causing the black to crash out and have suggested the customer look at the WNS or the Borchi Set 134. They do not have high shear mixers. Finitech Hardwood Products has approved the sample, but they are not yet buying. Let me know if I can help with anything else. Carla Sousa Technical Marketing Coordinator

400

Hi Carla, Please generate a sales analysis report for all of our products in the Lanxess line for this year. Please make sure to include variance from last year's to this year's sales and sort from lowest variance to highest variance Thanks, Jake Jevric Marketing Manager

Please see detailed answer booklet to compare.

500

Hi Carla, I need all the samples we have sent out in the last year for EMD (Industrial). Make sure you have the following headers: Customer, Rep, SBU, Product code, Product Description, Target Volume, Comments, Date. I'll need this by next week. Thanks, Jake Jevric Marketing Manager

See detailed answer booklet to compare your answer.

Misc

100

Hi Carla, Please put the attached technical data sheet for Sudafast Blue 2662 into the technical library Thanks Jake Jevric Marketing Manager

See detailed answer booklet for how to do this.

200

Hi Carla, I have started a complaint on the issue below for Sherwin. The main issue is the English label not having much info on it and the Chinese not really matching (numbers). I have checked the stock that is here in Delta and the labels are ok and English is fully filled out on each bag so not sure why this lot is like this. I have addressed their own code etc…I just need you to check with Brilliant or Jake about the bags and labels. Thanks! Product: LVLY074A LOT#: 59141129702 Melissa Espiritu Customer Service Representative

Email the supplier and ask for root cause and corrective preventative action. Make sure to include pictures that Melissa attached, CoA and any other relevant documentation you believe is necessary

300

Hi Carla, Please send a Sudarshan plastics brochure to Randy Rogers at Microcolor. Thanks Kevin Pelling Technical Sales Representative

Although you may want to say go to CRM look up address, and send the brochure. Our adminstrative department actually handles this request. Send to Lisa Lewis and make sure you let her know that you are here to help if she has any questions.

400

Hi Dylan, Is this price still good? BPS3201 $38.48/kg CDN +CSC +DSC +LDC Kristine Gauthier, B.Sc Technical Sales Representative|Pharmaceuticals & Supplements

Hi Kristine, That price is still good to use. Regards, Dylan

500

Hi Carla, Could you please have a 20kg Tiger code made up for Iriodin 9520 WR. I will need pricing too as they only have 1kg pack size on their letter. Nancy Fagan Customer Service Representative

See detailed answer booklet for the correct answer.