Averitt

Let's walk through the process for handling a customer like Averitt. They're a key account, so understanding this workflow is important.

Here is a simple breakdown of which tools you'll use to work these orders:

Conexiom - Freshdesk  - OMS (Order Management System)

Account Requirements:

Main account number:  105960

OMS/Manual: Manual

Time limit:  1 hour, Emails take priority. Memphis/Knoxville TN needs it out first thing in the morning NCR GA order same thing.

Confirmation email needed: YES 

Pricing Validation needed: No

Backorders accepted: No backorders

IBT's Accepted: Ask first, if it's accepted, only on the original ticket due to no backorders. 

Multiple Invoices allowed: One invoice per PO, credits need a new PO cut. 

Nam/Ram: Jeff Roberts

Pricing File: No, but cross references in iSeries

Email Template: No

Email Contacts:  Eddie Dimas, John Haggard, AE Express/ others use their own emails.

Backorder Reports: Check IBT's daily.

Shipping Info: 

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The Step-by-Step Workflow:

This guide will walk you through the process of handling an Averitt orders using our internal systems.

Step 1: Processing an Order with an Out-of-Stock (OOS) Part

If a part is not in stock at your branch, you must immediately contact the customer to notify them and offer solutions.

Initial Notification: Immediately email the person who sent the order to let them know the part is out of stock.

Offer Solutions:

- Inform them that the part is available at a DC (Distribution Center).

- Provide an alternate part number if one exists. For example, for P/N KITOTR4707QBLU, substitute with P/N XKOTR4707QBLU.

Propose an IBT: Ask the customer if they would like to be notified when the part is received in your branch. If they agree to an Inter-Branch Transfer (IBT), proceed with the IBT, save the email confirmation, and check on it daily.

Averitt Communication: It is crucial to be upfront with Averitt about shortages. They want to know so they can decide if they need to get the part from a different source.

Step 2: Handling IBTs and New POs

IBT Process: If you get approval for an IBT, you will create a pick ticket and save it as a quote. You must check on the part's status daily.

PO Requirements: Averitt never reuses a PO number, so a new PO number is needed for credits and for parts brought in via IBT.

Completing the Order: Once the IBT part arrives, you must get a new PO number from the customer. Once you have a valid PO number, process the quote into a pick ticket and complete the order with a single invoice.

Shipping & Delivery: If a branch fails to deliver on their end, contact the branch to ask about the order. Once they confirm delivery, ask for a signed POD (Proof of Delivery).

No Freight: Always try to get parts from the local DC warehouse, which is done without added freight costs. If the DC does not have the part, you must let Averitt decide if they want to pay for freight to have the part brought in from another location.

Step 3: Specific Policies to Remember

Invoicing: Only one invoice per PO is allowed. Credits require a new PO number.

Backorders: No backorders are accepted. If a part is not available, you must find a solution.

IBTs: IBTs must be accepted by the customer first and are only allowed on the original ticket.

Cores: Most locations will credit cores upfront, but Richmond (RCH) and Memphis (MEM) do not.

Unique PO Numbers: Averitt will never use a PO number twice, even for credits.