SOP – AAA
General Information | |
Process Title: AAA Cooper Customer Support Process | Department: CSC |
Effective Date: 10/31/2024 | Revised Date: |
1. Introduction
- Purpose: This Standard Operating Procedure (SOP) outlines the process for accurately servicing the National Account AAA Cooper (Main Account Number: 101533).
- Scope: This SOP applies to AAA Cooper 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 AAA Cooper.
3. Roles and Responsibilities
- Account Representatives:
Responsible for processing orders that are serviced out of the AAA Cooper FleetPride Branch locations and identifying any system errors in our digital platforms. Maintain customer Cross Reference File as needed. Account Representative is also responsible for backorder report sent to the CSC weekly.
- 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 NAM or CSC. Assist NAM with implementation of customer Cross Reference File.
- SSM:
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.
- IM:
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.
- 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: AAA Cooper Purchase orders are sent in between 8 AM and 4 PM Monday through Friday.
- 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: 2 Hours, Multiple invoices allowed per Purchase Order; Backorder Process: must be approved by customer, see notes for process.
- 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).
- If a part number is not identifiable, reach out to the Branch Manager for assistance. After the part number is identified, set up a cross in the Customer’s Cross Reference File. Account Representative will flag major or consistent errors to their CSC Team Leads/CSC Manager to be resolved (IT/System errors).
- Step Three: Review holds on confirmation screen of OMS.
- Address Failure Hold: Release hold in OMS if no backorder hold is present. Then release ticket in iSeries by hitting F6 in the ticket screen.
- Core Hold: Release hold in OMS if no backorder hold is present.
- Backorder hold: Contact Buyer that sent in the PO to offer options on how to fill the Backorder Line.
- Option 1: Find part at another branch within the AAA Cooper FleetPride Network with the inventory needed available. (Reference the AAA Network for Backorders Excel Sheet AAA Network for Backorders.xlsx). Use the “AAA Backorder Template” in Fresh Desk CSC Canned Response and fill out underlined information needed.
If approved by customer:
Cancel the Backorder Line in OMS and Enter into iSeries Manually: Use the account number listed in OMS at the branch that has the stock.
*Use Word Document Template Sheet 2 to fill out information in notes in iSeries.
- Option 2: If no inventory is in the Network, offer to place on backorder at the original branch location or cancel. AAA will not approve/accept any freight charges.
If backorder is approved: release the backorder hold in OMS and resolve backorder hold to release to iSeries.
If requested to Cancel the line: cancel the backorder line in OMS and resolve backorder hold.
- Backorder and Core hold (backorder or cancel): We cannot offer to fill the order at another location if there is a Core Hold. AAA is a Z core customer. Options are to place part on backorder at the assigned branch or cancel. Reach out to customer and present these options.
- Step 4: Confirmation Emails.
- Once the order has been confirmed in OMS (applicable lines cancelled and holds released), an auto confirmation email will be generated from the OMS order and sent to the customer.
- *For all manually entered invoices, you must confirm them via email. Use “AAA Backorder Manual Invoice Confirmation” in Fresh Desk CSC Canned Response and see Template Sheet 2 for guidance if needed.
- Step Four: Branch Review
- 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.
- The Branch Manager and their team will then pick the parts to deliver to the customer on the first available run.
Note: for orders delivered to another AAA Terminal, AAA Cooper will then be responsible for the shipping and end destination.
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.
Weekly Backorder Report:
AAA Cooper sends us a backorder report weekly on Monday that the assigned Account Rep is responsible for completing and sending back by end of day Wednesday.
- Account Representative: Identify delivered parts with invoice numbers and Quantities. For open and/or backordered parts, supply the customer with ETAs on the report. Partner with vendors and branch managers to obtain this information as needed.
- Escalate part numbers that are showing no stock across FleetPride to the IM and SSM.
- When sending the report to the customer, send a copy of the internal copy of report with the branch locations listed to the following people:
- NAM
- SSM
- Demand Team:
malikmateen.ahmad@fleetpride.com
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:
NAM: Spencer Hoffman
CSC Manager: Walter Fleming
SSM: Mason Paul
IM: Cheryl Kearly
Team Lead: Candace Galderisi
Account Representative: Adrian Haralson
AAA Cooper Buyers:
Shawn Railsback shawn.railsback@aaacooper.com
Matt Tyson matt.tyson@aaacooper.com
Anthony Williams anthony.williams@aaacooper.com
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
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article