Table of Contents

1.0   Customer Service Process  1.1   Customer Needs Product 1.2   TM Places Order (Terms & Pricing) 1.3   Order Entered & Changes Made 1.4   Assign to Existing BO’s 1.5   Special Situations? 1.6   Original Order or Order Modification? 1.7   Order Modifications 1.8   Is Stock Available? 1.9   Can customer wait based on the estimated date? 1.10   Get Ship Date: when the customer wants product available for pickup 1.11   Initiate Expedite Process 1.12   Ask Customer if they can wait. 1.13   Can customer wait based on est. date? 1.14   Can the Stock be Re-assigned? 1.15   Can the Order be Expedited? 1.16   Cancel Order 1.17   Order Available for Assignment or DM Backorder 1.18   Will Stock be Fix Assigned? 1.19   Fix Assignment Process 1.20   Does price match price agreement? 1.21   Special Price Request on IVR 1.22   TM Approves Price Request 1.23   Are there exceptions? 1.24   Management Approval Flow 1.25   Hold for Credit Review? 1.26   Credit Approval Process 1.27   Rounting Exceptions? 1.28   Routing Exception Process 1.29   Special Processes? 1.30   Special Processes 1.31   Assign Stock 1.32   Is Header Complete? 1.33   FOCUS Assignment Engines 1.34   Customer 1.35   Sales 1.36   Order Entry 1.37   Pricing 1.38   Credit 1.39   Routing 1.40   Special Processes 1.41   Inventory Management 1.42   Production Admin 1.43   Distribution 1.44   Release 1.45   Release Exceptions?