Customer Service Digital Playbook

KUWAIT/OMAN/QATAR

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ORDER

Receive revised selling price from sales and review

Receive firm purchase order ( PO) from Front Office via email

OG Customer Country Sales ASCO Hub CS ASCO Mgmt

1. Revert back to OG customer with revised selling price 2. If compliance trade NOT approve, inform sales to reject the order.

EMAIL

1> Arrange pre-order approvals from KW/OM/QA Business VP for respective country followed by ASCO Commerical Sales director to process order in JDE BP100 with 3C hold for IG PO. Other holds 3K, 6S also added. 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 direct order booking in SAP after securing booking approval from Gulf commercial policy lead. 2B> Else, feedback to Sales/customer RED flag order detected, should STOP process the order. 3> Check Country SAP master material for the material as per customer catalog whether available in the local sales organization. Else, need initiate material creation in One Shuttle to have

1> Process order entry in SAP by entering in:- => Customer Name, Cust code => Customer PO#, Date

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.

=> Project Name => Request Date => BOM# , Description => Order quantity => Selling price (USD) => Total price ( USD)

=> Margin for each line item =>PDF copy of the Sales Order is saved by ASCO CS. => ASCO CS to review accuracy of order entry

YES

Item margin approve?

NO

Notify Sales to get customer to revise PO pricing to meet margin requirement per Gulf country/ seek Country VP approval

Escalate to factory compliances team for investigation for RED flag

YES

Approved?

NO

FORMS:- ASCO Pricing Form

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 Gulf credit manager/Business head for credit limit enhancement. *Any change order (QTY,Pricing) will be start from Order flow _STEP 2.

Trade Screening result Task Template Form Price Coefficient Template Discount Pricing form Pre-Order approval Application Form

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