Customer Service Digital Playbook

UNITED ARAB EMIRATES

4 SHIPMENT (US/TX-> UAE DC)

If confirmedAIR, customer to issue PO for Air-freight charges to ASCO CS.

Customer confirm back Shipping Instruction to CS.

EMAIL

OG Customer ASCO Hub CS ASCO US factory

1> Coordinate with CCC to arrange booking for YEXT order for the Air-freight charges. 2> Prepare the export shipping documents and COO in excel format. 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> Update 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. Notify Gulf Inbound WH team and Pre alert fowarder at destination 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 withSE appointed fowarder (DHL) via spot quote for Air/Ocean rates, do freight simulation. If MOS need Air, customer to confirm approval to accept Air freight charge followed by issuance of PO for the same. REMARKS:- Points to take note during Air freight cost analysis 1> Standard cargo

Prior order completion, ASCO CS will coordinate the following : 1> Check with customer if any urgent orders need Air freight (by providing the estimated packing details of order shipment). 1a> Customer to review an advise any urgent order need to be air freighted and issue additional PO for the air freight charges. 2. If no Air freight required, can follow default mode of shipment Sea.

Follow MLTRC standard cargo rate

EMAIL

1> Receive 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 along with completed shipping documents ( Invoice, Packing list, COO) and SLI ( Shipper's letter of Instruction).

EMAIL

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

EMAIL

forwarder

US Freight

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

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

6