CSCBX
If the customer wants to return an item, what guide do you start with?
What is: Returns and Post Order Support Guide
What is considered a damaged item?
A Damaged item is defined as product visibly damaged or broken inside box upon delivery
•Customer is an EDI customer but the order was placed manually via email and they are requesting post-order work.
•Do we transfer?
What is: No
What does CSCBX stand for?
What is: Customer Service Business Excellence
Return code for item missing parts from package
What is: Code (SVP) Short in Vendor Packaging.
Short in box, You do this scenario all the time, should you just go with what you know?
What is: No, use the guide (changes happen sometimes without our knowledge)
What does the 5 R's indicate around returns?
What is: Proper Note taking
When should you use CD1 Verus VPD?
What is: CD1- damage not noted, VPD Tracking info states damage.
You are asked to do a credit and rebill, which occurs first?
What is :Debit
What is the CSCBX goal line?
What is: 80%- Quarterly
When customer states I refused the shipment, please provide credit, you looked in SOE and return is not processed yet, and it's only 1 day since refusal, what is the action?
What is: Advise they will receive credit once original order is received by DC / Branch and return is processed
Question on a return
What is: Always use the Post and Return order guide.
What are the 6 CSCBX highest risk transaction Types?
What is:
FOC, Credits-product not returned, Cash Term- Payment changes, Billing Errors- General invoice adjustments, Pricing and Freight overrides, Reason code Customer Accommodations
•Customer calls in saying they received a box with most of their order, but they are missing some gloves and want to know when they will arrive. The tracking information shows that all of the items shipped together. You confirm with the customer if there was any damage to the box and they stated the box arrived in perfect condition. The customer would like replacements sent. These are Grainger stocked items. What is the reason code to use?
What is: SS1 (Short Shipped)
Use the email puerto.rico@grainger.com
Any case regarding Puerto Rico as they are not in active yet in Salesforce