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Customer Service Order Expectations

  1. Manual Order Entry Timeframe before CSD/PSD
    1. Manual orders received with far into the future (more than 2 weeks) CSD/PSD will be entered no more than 2 weeks prior to the CSD/PSD, regardless of the time of receipt.
      1. Exception: orders received for Empire Brands, as those will be entered and approved within 2 business days of receipt. These orders will not be released until 2 weeks prior to the CSD/PSD.
      2. Exception: POE orders with future ship dates that require carton labels for the factory will be entered within 5 business days of receipt.
    2. Manual entry orders that have a CSD/PSD less than 2 weeks from date of receipt will be entered within 2 business days of receipt.
  2. Manual Order Accuracy Before Entry
    1. All manual orders must be received with accurate information. This includes, but is not limited to:
      1. MOQ
      2. Pricing
      3. Ship date/Window
    2. Orders that are received with inaccurate information will not be entered into NetSuite until accurate orders are received.
  3. EDI Order Changes After 850s are Received
    1. All changes to EDI orders must have an 860 submitted for any changes to be made.
  4. All Sales Order Change Requests After Release (whether manually entered or EDI)
    1. Once a sales order has been released by Customer Service, the respective Customer Service Rep/Account Manager can no longer make any changes to the Sales Order. The only person who can authorize and then make any changes to the Sales Order(s) is the Customer Service Manager. The Customer Service Manager will review the request for change and decide based on the practical and financial impacts of the proposed change.
    2. Change Requests after release include, but are not limited to:
      1. Quantity change to a sales order line(s).
      2. Change to the PSD/CSD
      3. Change to the Advantus Ship Location
      4. Change to the Customer Ship to Location
      5. Change to the Ship Via
      6. Change to the Freight Pay Code
      7. Change to Pricing
Updated on February 5, 2024
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