Customer Service Digital Playbook

AUSTRALIA/NEW ZEALAND

SHIPMENT (US or TX-ANZ) Direct Drop (B2B): GCRs

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1> Prepare the export shipping document in excel and COO. 2> Release export shipping document + COO to ASCO logistic team.( logistics@ascopower.com via email quoting Shipment Itinerary# or SPOT ID#. 3> Send Pre-alert email to US origin forwarder quoting the Shipment Itinerary# or SPOT ID#. 4> Update JDE with forwarder details, Incoterm, freight term, ship mode, delivery address and release 6S hold code. 5> Notify both FO CCC and local transport team paperwork had been released to US factory for 1> Receive same copies of completed CIPL + COO from ASCO shipping team and forward same to FO CCC and country local transport team for their follow up of Inbound shipment: DIRECT DROP to Customer. ( GCRs) 2> Upload Invoice and packing list to Infoweb Record Retention, RSS 1. Received completed shipping document, Invoice & Packing list + COO from Hub CS. 2. Update CUSTOMER shipment ETA schedule upon getting information from the local ANZ transport team.

Confirm Shipping Instruction to ASCO CS include:- i) Delivery address to customer

ii) Customer contact details iii) Customer email address

Country FO CCC ASCO Hub CS

1> Upon receipt Shipping Instruction, confirm with GSC Transport team Shipment Itinerary# as per MLTRC. IF lane was setup 2> Hub CS proceed organise export shipping document. IF lane was not setup 3> SPOT ID need to be raised. CS will assist filling up the Freight Quote Request form and submit via email to: @SM APA PAC FreightQuotes and email copy to SEFO CCC

DIRECT DROP: GCRS Prior order completion, ASCO CS will coordinate the following : 1> check with Country FO CCC for their Shipping Instruction ( AIR/OCEAN) by providing the estimated packing details of order shipment. 2> check with local transport team for SE appointed forwarder for AIR/OCEAN as per MLTRC and shipment Itinerary#. 3> To check/confirm US origin freight forwarder full contact details .

IF Lane was setup 1> Shipment Itinerary# will be provided to ASCO CS to organise export shipping document to US factory. IF Lane was NOTsetup 2> SPOT ID quote will be raised against forwarders to

1> Received Shipment ETA schedule from the US freight forwarder. 2> Feedback Shipment ETA to AU FO CCC.

Once awarded, notify ASCO CS the SPOT ID# via email, cc copy SEFO CCC. ASCO CS can proceed prepare shipping

GSC

Logistic/transpor t team

1> received export paperwork from ASCO CS, review correctness update in JDE and release to TX/NC shipping team. IF ERROR, feedback to CS for amendment. 2> Once units are completed and packaged, shipping team will email US forwarder for freight collection with completed shipping document ( Invoice and packing list) and SLI ( Shipper's letter of Instruction).

ASCO US factory

1> Upon receipt, will revert Booking Confirmation#, Shipping labels , BOL and schedule pickup to the ASCO shipping team. 2> Update ANZ local transport team shipment ETA schedule.

EMAIL

EMAIL

forwarder

US Freight

NOTES:- MLTRC AIR report ( sample) MLTRC OCEAN report ( sample) ASCO Export Shipping document (B2B) COO Freight Quote Request Form

DIRECT DROP SHIPMENT ( B2B) 1> Bypass outbound 2> No GR required, goods deliver direct to customer

# General