Customer Service Digital Playbook

KSA

2

ORDER

Receive firm purchase order ( PO) from FO/Customer via email

Receive revised selling price and review

OG Customer

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

Sales

Country

EMAIL

1> Arrange pre-order approvals from Country Business VP,followed by ASCO Commercial Director to process order in JDE BP100 with 3C hod for IG PO & other mandatory holds 3K,6J,6S codes. 3W code for FAT requirement. 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. 3A> IF US compliance screening is APPROVED => proceed order booking by submitting customer PO & SAP Sales Order Entry form. 3B> Else, feedback to Sales/customer RED flag order detected, should STOP process the order. 4> check country SAP master material if material number (Standard Reference) is available in the local sales organization. Else, initiate material creation in SAP via One Shuttle. Input BOM#,Bom description,Vendor Code, Vendor Name,Material type,Description,HS Code, Product Hierarchy, Prices=CSC,TP,OG/List,Selling,Currency

1> Create sales offer via CPQ by filling in:- => Quote Name, => Project Name => Sales Organization(1100) => Quote Type(General Sales) => SAP Type(Oppurtunity SPA) => Main Quote Currency(SAR) => Selling price (SAR) and => Total price ( SAR) 2> Once CPQ quote is approved, proceed to excecute to create SAP order by filling in: 2A> Saled Doc Type-ZB2B Back to Back Order 3A> Customer PO. 4A> Customer PO Date. 5A-Requested Delivery Date Check accuracy of Order in SAP.CS check SAP accurancy order data entry.

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

YES

Item margin approve?

ASCO Hub CS ASCO Mgmt

NO

Escalateto factory compliances team for investigation for RED flag

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

YES

Approved?

NO

FORMS:- One Shuttle Task Template Trade Screening result ASCO Pricing Form CPQ Template

NOTE:- *ASCO Pricing Form Minimum approve CCO margin is 45%, otherwise required approval from CountryVP. *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.

3