Customer Service Digital Playbook

VIETNAM

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ORDER

Send firmed purchase order ( PO) and JDI via email to ASCO hub CS

Receive revised selling price and review

OG Customer Country Sales ASCO Hub CS ASCO Mgmt

1. revert back OG customer on new revised selling price 2. IF compliance trade NOT approve, inform customer to reject the order.

EMAIL

1> Prepare SAP Sales Order Entry form by filling in:- => Customer Name, => Customer PO# => Project Name => Request Date => BOM# => Description => Order quantity => Serial# => Transfer price(USD) => Selling price (THB) and => Total price ( THB) 2>Send Customer PO + SAP Sales Order Entry form to SEFO CCC via email [ customercare.TH@schneider electric.com ] for order booking into SAP SEA. 2A> Inform FO CCC to add " Billing Block" for DAP shipment. 3> SEFO CCC will send Sales Order# to OG customer and return a copy of the Sales Order in pdf format to ASCO CS. 4> ASCO CS check SAP accurancy order data entry. 5> Update AB/LB Date to CCC

1> Proceed order booking in JDE BP100 and add 3A hold code. 2> Perform compliance screening on customer and project details via E2open system. • IF E2Open shown APPROVE => Proceed order • Else, send to regional US compliance team to check. 2A> IF US compliance screening is APPROVED => proceed order booking by submitting customer PO & SAP Sales Order Entry form. 2B> Else, feedback to Sales/customer RED flag order detected, should STOP process the order. 3> check country SAP master material if material number (PPATS_XXXXXX) is available in the local sales organization. Else, can request country Offer Marketing Manager to initiate material creation in One Shuttle and SAP via IT.

Check the correctness of order details: BOM#, Catalogue#, Description, Pricing and process ASCO Pricing Formto check order margin and also process Compliance Trade Screening via tool E2open.

YES

Item margin approve?

NO

Notify Sales to get customer to revise PO pricing or seek country mgt. approval......

Escalate to factory compliances team for investigation for RED flag

YES

Approved?

NO

FORMS:- ASCO Pricing Form ASCO Sales Order Entry Form Trade Screening result Customer PO JDI

NOTE:- *ASCO Pricing Form Minimum approve CCO margin is 45%, otherwise required approval from Country VP. *If customer account under credit block for booking/PO creation. ASCO CS to notify country CFO for credit limit enhancement. *Any change order (QTY,Pricing) will be start from Order flow _STEP 2.

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