Customer Service Digital Playbook

INDIA

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ORDER PROCESS

Firm Customer PO is received as per the approved Selling Price.

OG Customer Country Sales ASCO Hub CS ASCO Mgmt

1. Sends Customer PO, JDI, and booking details to Asco CS 2. IF compliance trade is NOT approved, we inform Sales 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 (INR) and => Total price ( INR)

1> Check if BOM is SCR & available in safety stock, NO JDE SO required, Proceed for Order booking. in case of NO stock / GCR , order booking in JDE BP100 to be done and add 3A hold code to apply. 2> Perform compliance screening on customer and project details via E2open system. IF E2Open shown APPROVED => 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 and booking details. 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_XXXX) is available in the local sales organization. Else, can request country Offer Marketing Manager to initiate material creation in SAP via IT & Master data team. 3> in Case if MV IEC ,send the approved cost

Check the correctness of order details: GCR/SCRBOM#, Catalogue#, Description, Pricing and process ASCO Pricing Form to check order margin and also do Trade Screening if compliant for ATS and MV IEC

YES

If Item margin is approved?

1> Send Customer PO + SAP Sales Order Entry form to SEFO CCC via email for order booking into SAP. 2> SEFO CCC will send Sales Order in pdf format to ASCO CS. 3> Asco CS informs SO number and provides pdf to Sales and Customer.

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 in case of UL ATS

YES

Approved?

NO

FORMS:- ASCO Pricing Form ASCO Sales Order Entry Form Trade Screening result RFQ MV IEC Tool kit

NOTE:- NOTE:- *If customer account under credit/order block for booking/billing . ASCO CS to notify country Sales / CFO for credit limit enhancement. *Any change order (QTY,Pricing) will be start from Order flow _STEP 2. *Qty change is allowed to be reduce in same line, increase qty requires create new line. * MV IEC Order booking is done by Baroda CCC as mentioned in Step 3

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