Propetro Order Processing CSC SOP

Created by Michelle Delia, Modified on Wed, 12 Feb at 7:07 AM by Michelle Delia

SOP – Propetro

General Information
Process Title: Propetro Customer Support Process	Department: CSC
Effective Date: 10/30/2024	Revised Date:

1. Introduction

Purpose: This Standard Operating Procedure (SOP) outlines the process for accurately servicing the Punch Out supported account Propetro (Main Account Number: 401693).

Scope: This SOP applies to Propetro and includes essential customer information such SLA expectations, main points of contact and systems used for order processing.

2. Objectives

Objectives: Ensure CSC account representatives have the necessary resources to assist and service Propetro.

3. Roles and Responsibilities

Account Representatives:

Responsible for processing orders sent in through PunchOut for Propetro and identifying any system errors in our digital platforms (ie: pricing, address/account validation, pool-part validation).

Branch Manager:

Responsible for maintaining safety stock, backorders, and vendor orders at the branch level for their local customer. The branch manager ensures delivery of parts within the customer’s SLA and accurate record keeping for proof of delivery. The branch manager also maintains their relationship with their local customer by communicating any issues or concerns to the CSC. Assist with implementation of customer Cross Reference File.

CSC team lead/manager:

Responsible for overseeing the Account Representative and ensuring SLAs are met. These individuals maintain the relationship between the branch, customer and CSC in regard to the order process and delivery. Overseeing the resolution of any digital or process/system issues by partnering with appropriate department contacts.

4. Process Flow

Order Processing:

Step One: Propetro Purchase orders are sent directly into OMS through PunchOut.

Purchase orders are sent into Sterling OMS from Tradecentric/PunchOut. If any draft orders are created, the customersupportcenter@fleetpride.com inbox will receive an email notification that the order has failed to be created. This notification will be in Freshdesk and assigned to the Account Representative responsible for working the account.

Step Two: Processing SLA: 2 Hours, Multiple invoices allowed per PO.

Account Representative will ensure the accuracy of the order in Sterling OMS by resolving any isolated errors (price validation failures, multiple pool failure, Account pulling failure, UOM failures). Pricing must match between our system and the Customer’s Purchase Order.
Account Representative will flag major or consistent errors to their CSC Team Leads/CSC Manager to be resolved (IT/System errors).
If pricing does not match, review the branch for an open quote or a processed invoice for the customer as the branch may have already helped the customer. If neither, partner with the CSC Team Lead to review price discrepancy as it may be due to a pricing error.

Step Three: Resolve notification.

Once order has been Confirmed in OMS and holds resolved, the ticket in FreshDesk should have the status changed to resolved.

Step Four: Branch Review.

Once the order has been confirmed in Sterling OMS, OMS sends the order down to iSeries and the pick ticket prints at the assigned branch. If there are any errors on the order or parts need to be added, the Branch Manager should contact the CSC to edit the order via the confirmation email (customersupportcenter@fleetpride.com). The CSC should also look to identify why the error happened (systemic error or human error).

Step Five: Delivery of parts.

The Branch Manager and their team will then pick the parts to deliver to the customer on the first available run.

Order Process Issues (IT involvement needed): Account Representative will flag major or consistent errors to their CSC Team Leads/CSC Manager to be resolved. (IT/System errors).

Step One: Team Lead/CSC Manager

Identify which platform is causing the error. (Conexiom or Sterling OMS)

Step Two: Team Lead/CSC Manager will contact appropriate team.

Contact appropriate people through Teams and/or the IT Service Portal.

*For OMS: put in a ticket through the service portal describing the issue.
*For Conexiom: contact the Senior Manager IT Digital Applications.

*For System Down (more than 30 minutes and affecting all accounts): Contact all IT Support Contacts listed below.

*Work around in all systems down situation: Manual Entry in iSeries if there is no timeframe/reasonable timeframe for resolution and CSC Manager deems it appropriate.

5. Continuous Improvement

Weekly review of orders and metrics by the CSC Team Lead: 1 on 1 with Account Representative conducted weekly by the Team Lead and Bi-Weekly by the CSC Manager. This is meant to be an open discussion regarding all assigned accounts. Major issues with any process or account should be identified and flagged to the CSC Team Lead and CSC Manager for the appropriate resolution.

6. Main Points of contact

RAM: N/A

CSC Manager: Walter Fleming

SSM: N/A

IM: N/A

Team Lead: Candace Galderisi

Account Representative: Kevin Trujillo

IT Support Contacts:

Conexiom: Senior Manager IT Digital Applications: Chris Losen

Digital Implementation Manager: Matthew Meadows

Sterling OMS - IT Senior Business Systems Analyst: Leo Soriano