Customer Service Digital Playbook

SINGAPORE

4 SHIPMENT (US or TX->SG)

Confirm back Shipping Instruction to CS. => If AIR is needed?

Confirmed AIR , revised PO with added Air-freight will send back to Hub CS.

OG Customer ASCO Hub CS

1> Coordinate with FO CCC to updateSO with added Air-freight charges. 2> Prepare the export shipping document in excel and COO. 3> Release export shipping document + COO to ASCO logistic team.( logistics@ascopower.com via email. 4> Send Pre-alert email to US origin forwarder of upcoming shipment pick-up . 5> U pdate JDE with forwarder details,Incoterm, freight term, ship mode, delivery address and release 6S hold code. 6> Notify customer paperwork had been released to factory for shipment arrangement and will update flight /vessel sailing schedule once available. 1> Receive same copies of completed CIPL from ASCO shipping team. Send to SG transport team and Pre-alert SG Clearing agent appointed by SESG ( Richland Logistics ) on local cargo clearance of Inbound shipment. 2>U pdate customer : a> shipment picked-up from US factory b> shared copy of packing details c> cargo arrival destination schedule. 3> Upload Invoice and packing list to Infoweb Record Retention, RSS

Check withGSC Transport team for both AIR and Ocean rate, do freight simulation then quote back to customer in local currency for review acceptance. REMARKS:- Points to take note during freight cost analysis 1> Standard cargo Follow MLTRC standard cargo rate 2> Oversized cargo (SPOT Bid OG cargo) 3> Spare parts less than 30kg (Courier service)

Prior order completion, ASCO CS will coordinate the following : 1> check with customer for their Shipping Instruction ( AIR/OCEAN) by providing the estimated packing details of order shipment. 2> check with local transport team for SE appointed forwarder for AIR/OCEAN as per MLTRC and shipment Itinerary#. 3> if lane is NOT setup in MLTRC, Hub CS will need raise SPOT :- 3a> upon creating the SPOT, Hub CS will send email to local transport lead to approve on the created SPOT. 3b. Once approved, Hub CS will release the SPOT for freight forwarders to bid for the job. 3c> once awarded, Hub CS will liasie with appointed forwarder

EMAIL

Check and feedback Air/OCean rate per MLTRC to Hub CS

SG Clearing agent

GSC Logistic/

1> received export paperwork from hub CS, review correctness update in JDE and release to TX/NC shipping team. 2> Once units are completed and packaged, shipping team will email US forwarder for freight collection with completed shipping document ( Invoice and packing list) and SLI ( Shipper's letter of Instruction).

ASCO US factory

EMAIL

Upon receipt, will revert with Booking Confirmation#, Shipping labels , BOL and schedule pickup with the ASCO

EMAIL

forwarder

US Freight

FORMS:- MLTRC AIR report ( sample) MLTRC OCEAN report ( sample) ASCO Export Shipping document

COO https://otmgtm-a493704.otmgtm.uk-london-1.ocs.oraclecloud.com/GC3/glog.webserver.home.HomeServlet?ojr=maincontent

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