Purpose: To define clear expectations as to when/how often Customer Service Reps and Customer Account Managers should be monitoring and taking any necessary action on the Customer Service Dashboard items.
Action Needed: Sales Order on Hold
- Frequency: Twice Daily, at the beginning of shift and after lunch.
- Purpose: Provides a snapshot of Sales Orders assigned to the respective Customer Service Rep/Customer Account Manager and what action needs to be taken on the order for release.
Reminders
- Failed Validation SOs
- Frequency: Twice Daily, in the morning and after lunch.
- Purpose: To provide a quick snapshot of assigned orders and their Validation status to quickly show what action needs to be taken.
- Resolved Price Variances
- Frequency: Twice Daily, in the morning and after lunch.
- Purpose: To provide visibility to resolved price variances.
- SO Lines Missing Customer Item Details
- Frequency: Daily, as needed.
- Purpose: To alert Customer Service that the Customer Item # and/or Customer Dept # is missing from SO(s) in which the customer requires this information.
- Allocations Out of Multiple
- Frequency: Daily, as needed.
- Purpose: To alert Customer Service that lines on a Sales Order(s) have been ordered out of the required multiples. This provides visibility to the Customer Service associate as to the out of multiple issue for action to be taken.
- SOs Ship Via CRG to Fix
- Frequency: Daily, as needed.
- Purpose: To provide visibility to Sales Orders that have Customer Routing Guide applied incorrectly.
- Price Variances, Walmart
- Frequency: Daily, as needed; specifically, on 46WLM release days.
- Purpose: 46WLM orders do not run through the standard Price Variance process. Instead, this reminder provides visibility to any 46WLM Price Variances so action can be taken.
- SOs in Rollback Status
- Frequency: Daily, as needed.
- Purpose: To alert Customer Service of Sales Orders that have been placed into Rollback Status. Orders that have been rolled back must be re-released.
- Open SOs with Obsolete Items or Cl/Liq with 0 QOH or QOH<SO
- Frequency: Daily, as needed.
- Purpose: To provide visibility to Sales Orders with items that are not in an Active status, and we do not have the necessary quantities to fulfill the sales order. This allows Customer Service to take the necessary steps to alert the customer and resolve the issue with the item.
- Open Customer PO Change Requests (EDI 860)
- Frequency: Twice Daily, in the morning and after lunch. These changes are of a time-sensitive nature so this alert should be checked a minimum of twice a day.
- Purpose: To alert Customer Service that a customer has sent a change to an existing Sales Order in the form of an EDI 860 document.
- Sample Order to Approve
- Frequency: Daily, as needed.
- Purpose: To provide visibility to Sample Orders entered that require Customer Service approval.
- SOs Missing PSD
- Frequency: Daily, as needed.
- Purpose: To alert Customer Service to Sales Orders that are missing Planned Ship Dates so action can be taken.
- Credit Memo Issues
- Frequency: Daily, as needed.
- Purpose: To provide visibility to potential issues with Credit Memos created by Customer Service so the appropriate action can be taken.
- Incorrect Item Receipts
- Frequency: Daily, as needed.
- Purpose: To provide visibility to potential issues with Item Receipts created by Customer Service to the appropriate action can be taken.
- SOs with Duplicate Customer PO #s
- Frequency: Twice Daily, in the morning and after lunch.
- Purpose: To alert Customer Service that duplicate customer PO numbers have been created/entered in the system. This is to prevent duplicate orders being picked, shipped and invoiced to the customer.