Prime Order Processing CSC SOP

SOP – Prime 

1. Introduction 

2.   Objectives 

3. Roles and Responsibilities 

Responsible for processing orders that are serviced out of the Springfield, Missouri FleetPride Branch location (SPF) and identifying any system errors in our digital platforms. Maintain customer Cross Reference File as needed. 

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 NAM or CSC. Assist NAM with implementation of customer Cross Reference File.

Responsible for ensuring the customer’s information is up to date and on file (such as pricing and AR paperwork). Work closely with the National Account Manager to ensure a high level of customer service is maintained. This is done by completing customer requests/projects while the National Account Manager is traveling or out of office. 

Responsible for the setup of accounts for the customer’s locations, setting demand through the bid tool and partnering with demand/supply chain. Assist NAM with implementation of customer Cross Reference File.

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: Prime Purchase orders are sent in between 6 AM and 8 AM Monday       through Friday.

1. Purchase orders are sent into orders@fleetpride.com and auto forwarded to Conexiom and customersupportcenter@fleetpride.com (FreshDesk) for processing by the assigned Account Representative. Conexiom sends orders into OMS in fifteen minute increments. (Time- XX:00 XX:15 XX:30 XX:45). 

• Step Two: Processing SLA: 30 minutes, one invoice per Purchase Order

1. Account Representative will ensure the accuracy of the order in Conexiom and Sterling OMS by resolving any isolated errors (price validation failures, multiple pool failure, Account pulling failure, UOM failures). Replacement and refreshing of parts in Sterling OMS needs to all be completed once and then twice more until validation success is seen, due to the pricing not being included on the customer’s POs. 
2. Utilize the Customer Cross Reference File in iSeries as needed to locate part numbers. If a part number is not identifiable, reach out to the Springfield, Missouri (SPF) Branch Manager for assistance. 
3. Account Representative will flag major or consistent errors to their CSC Team Leads/CSC Manager to be resolved (IT/System errors). 

• Step Three: Send confirmation email.

1. Once complete, a screenshot of the Sterling OMS Confirmation page must be sent from FreshDesk to the parties on the email thread that the purchase order was sent in on. The body of the email should include the template used by the Account Representative letting the customer/branch know that the order has been processed. 

• Step Four: Branch Review

1. Once the order has been confirmed in Sterling OMS, it 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.

1. 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).

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

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. 

*For Prime: Contact Branch manager and let them know that the system is down and in the interest of time, they will need to manually key the order. 

5. Continuous Improvement 

6. Main Points of contact: 

NAM: Scott Bauer

CSC Manager: Walter Fleming

SSM: April Webb

IM: Michelle Delia 

Team Lead: Candace Galderisi 

Account Representative: Adrian Haralson

Branch Manager: Jake Lind

OSR: Jeffrey Futrell 

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