H&E Order Processing CSC SOP

SOP – H&E Equipment Service Inc.

1. Introduction 

2.   Objectives 

3. Roles and Responsibilities 

Responsible for processing orders that are serviced out of the H&E Equipment Service Inc. FleetPride Branch locations 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 RAM or CSC. Assist RAM 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 Regional Account Manager to ensure a high level of customer service is maintained. This is done by completing customer requests/projects while the Regional 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 RAM 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: H&E Equipment Service Inc. E-Pro Purchase orders can be sent in at any time (including weekends), however the majority are between 7 AM and 5 PM CST.

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). 
2. H&E uses a third party PO generation system called E-Pro that is directly linked with their Baldwin rebate program. The customer cannot purchase anything other than Baldwin filters on this type of purchase order. For other parts, the customer will send in their standard H&E Purchase order that would need to be manually keyed. 

• Step Two: Processing SLA: 2 Hours (CSC Hours: 7AM-5PM) multiple invoices allowed 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). 
2. Utilize the Customer Cross Reference File in iSeries as needed to locate part numbers. 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 H&E and FleetPride parties (omit the E-pro email addresses as they are not monitored) 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. 

5. Continuous Improvement 

6. Main Points of contact: 

RAM: Randy Dowell

CSC Manager: Walter Fleming

SSM: Lindsey Wilson

IM: 

Team Lead: Candace Galderisi

Account Representative: Kaylan Brookins

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