Customer Service Digital Playbook

AUSTRALIA/NEW ZEALAND

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ORDER

Receive revised selling price and review

OG

Customer

Send firmed purchase order ( PO), quotation and JDI via email to Hub CS

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

Country Sales/ Project Tendering

Engineer

EMAIL

1> Prepare SAP Sales Order Entry form byfilling in:- => Customer Name, => Customer PO# => Project Name => Request Date => BOM# => Description => Order quantity => Serial# => Transfer price(USD) => Selling price (AUD/NZD) => Total price ( AUD/NZD) 2> Send Customer PO, Quotation + SAP Order Entry form to SEAU FO CCC via email [ au.estimating@schneider electric.com ] for order booking into SAP BRIDGE. 3> SEFO CCC will send Sales Order# to OG customer and notify ASCO CS via email order booked in SAP under SOXXX. 4> ASCO CS check SAP accuracy order data entry.

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_XXXX) 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 Form to validate order margin and perform Trade Screening if compliant.

YES

Item margin approve?

ASCO Hub CS ASCO Mgmt

NO

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

Escalate to factory compliance team for investigation of RED flag

YES

Approved?

NO

FORMS:- ASCO Pricing Form ASCO Sales Order Entry Form E2Open 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. *Qty change is allowed to be reduce in same line, increase qty requires create new line.

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