MA00509-Customer Service Training Manual

ARDISAM, INC.

CUSTOMER SERVICE TRAINING MANUAL

AUGUST 2014

Customer Service Training Manual

Created by: Eva Srubar Page 2 Rev. Date 8-25-14

TABLE OF CONTENTS

7 MINUTE RULE – LOG IN ……………………………..……………………………………5

COMPANY POLICIES ………………………………………………………………………...6

GENERAL INFORMATION …………………………….……………………………………7

SOP for Serial Numbers …….………………………………………………………….7

Info for UPS Shipping Label ………………………………………………………….. 8

Shelter & Blind Repair/Return ………………………………………………………. .9

SOP for Quoting Shipping Costs …………………………………………………….. 10

SEQUENCE OF OPENING.. 11

CRM .12

Ardisam ...12

Web Orders .16

Finding P.O.# .17

VISUAL19

Inventory 36

Material Planning39

Part Maintenance40

Substitute Part Numbers ………………………………………………………………40

Selling History 42

ORDER MANAGEMENT .19

Web Orders, Purchase Orders: PO’s, Tracking #19

Placing Orders …………………………………………………………………………24

Repair/Return Orders …………………………………………………………………32

Blue Notebook..25



Standard Procedure for Firmed Orders30

INSITE…......34

DISCLAIMERS...31

Canadian Shipments, FC Mail...31

OUTLOOK ..44

General Email Guidelines...45

Signatures 46

Tickler Feature47

Out of Office Message 47

Scheduling Yourself Out of Office 49

Scheduling Meeting & Conference Room 50

Viewing Other Calendars50

Contacts51

COMPLAINT FORM 51

BOM VIEWER52

EMAIL DATABASE ..55

HOW TO:

Answer the Phones ..57

Answer Emails 57

Find Manuals61

Repair Centers 67

Dealers ..69

Retailers69

Store Locators .69



Change Ship Dates ..73

Special Order Sku’s (SOS) .74

UPS Return Label74

Return Material Authorization .74

Ship To Address .77, 28a.

Mail To Address .77, 28b.

IT Issues77

Price Quotes 78

Walk-In Customers 78

Hand-Mailing Parts 80

Spam Email Handling …………………………………………………………………80

Changing Queue Status via Queuemetrics …………………………………………..82



The 7-Minute Rule (Using the ADP EZ-Labor Time & Attendance System)

We introduced the 7-Minute Rule to all hourly employees at the same time that we left behind punching a time clock on the wall and partnered with ADP. The rules and reasoning behind the 7-Minute Rule has not changed, but I will put in writing so everyone is on the same page. Our example is employee #0007 Suzie Smith. Suzie Smith works at Plant 7 in the Shipping Department. Suzie’s hours are 8:00 AM to 4:30 PM, with ½ hour unpaid lunch. To start her day, Suzie can clock in anytime between 7:53 AM and 8:00 AM. She cannot punch in at 7:52 AM, as that would be 8 minutes before her start time and the ADP EZ-Labor system, as our tracking system, and the Company will pay her for 15 minutes of overtime. This would be overtime the Company did not request of Suzie. We asked Suzie to start work at 8:00 AM. The ADP EZ-Labor system will not pay 8 minutes of overtime; it will pay 15 minutes of overtime. The automated system automatically reverts back to 7:45 AM and calculates pay for 15 minutes of overtime. Whether you clock in at 7:53 AM or anywhere between 7:53 AM and 8:00 AM be ready to start your work day or do not punch in until you are ready to start. Important to remember: 8:01 AM is late. The same rule applies at lunch time. If Suzie’s lunch is scheduled from 12:00 PM until 12:30 PM, make sure you punch out as close to 12:00 PM as possible and make sure you are ready for your lunch break because the 30 minute unpaid lunch starts as soon as you clock out. The 7-Minute Rule also applies to lunch. Therefore, if Suzie punches out at 12:00 PM, she cannot punch back in until 12:23 PM (the earliest) to 12:30 PM (the latest.) If you take anything away from this message at all, this should be it. When you punch back in from lunch, your break has ended. Therefore, you must be working. This means punch in as close to 12:30 PM as possible. Do not punch in at 12:23 PM and try to cover yourself with the 7-Minute Rule and then go back for that smoke, go back and finish that coffee, go to the restroom, etc. All of that should be done during your 30 minute lunch. Now Suzie is at the end of her day. Suzie needs to work until 4:30 PM, clock out, then get her coat on and head out the door. If Suzie punches out at 4:38 PM or later, the same 7-Minute Rule applies and the EZ-Labor tracking system and the Company will pay Suzie for 15 minutes of overtime that the Company did not request of Suzie. If anyone has any questions, please feel free to ask the Payroll and/or HR Department at any time.



COMPANY POLICIES

1. Warranty cards have to be submitted within first 30 days of purchase

a. Warranty submitted after 30 days requires a copy of a purchase receipt

2. All product lines have their own warranty - refer to the warranty explanation in the

owner’s manual:

a. All Earthquake products under warranty:

i. if customer is capable, parts can be sent at no charge and repaired

by customer

ii. refer customer to an authorized repair center

iii. can send to Ardisam as a repair/return

b. All Eskimo Ice augers under warranty:

i. if customer is capable, parts can be sent at no charge and repaired

by customer

ii. refer customer to an authorized repair center

iii. can send to Ardisam as a repair/return

c. All Rivers Edge under warranty:

i. Missing parts go at no charge – must have warranty information

ii. Missing ladder sections – must have date code, proof of purchase,

signed waiver before order ships

d. All Barronett Blinds under warranty:

i. Missing parts go at no charge – must have warranty information

ii. Broken poles from shipping or upon set up go at no charge

iii. Wind damage or other natural causes not covered under warranty

e. No money refunds, no RMAs for money refunds – if a customer wants a

refund he must return product to where he bought it

3. 30 day warranty on new parts or return period for wrong parts

4. 90 days for commercial use and hobby farms

5. We do not sell extra extensions or ladder sections for ladder stands to extend

product higher than built design – only Climbing Aids are allowed to buy

extensions



SOP FOR SERIAL NUMBERS

General Info:

1. Check to see if the customer is in CRM.

2. Check to see if the model and serial numbers are entered

a. If not ask customer for information

b. If they don’t have it at that time, ask them to get it and call back

Warranty issues:

1. Prior to any parts being shipped out, we MUST have the serial number. If the customer doesn’t have it at the time you place the order, then put the order on firmed and tell the customer you will release the order when you receive the serial number. (the same as when we require a proof of purchase)

2. When entering data into the Customer Complaint Form put the serial number into the comment section. If the customer is getting back to you with it, then when you receive it, forward the information to Sherry Simonson and she will edit the CCF. This goes for pictures also.



INFO NEEDED FOR UPS RETURN LABELS

Zip Code or Customer ID

Name

Email address which should already have been entered into customer’s account

Part # and description (part name)

Model #

Weight of item (items) being returned

ATTN: who is it coming back to – reason or what is to be done with it ex: ATTN:

Steve – must inspect

If customer doesn’t have email we need to know if we are to hand mail – we have

to print the label a different way to hand mail

If hand-mailed – we will print the label, give it to you and you are responsible to

put it in the mail

RMA#

It is your responsibility to email or contact the customer on procedure and

information regarding the return label

The label is only good for 30 days and then it has to be reissued – be sure to let

your customer know to be prompt or they may be responsible for return freight

We need all this info because doing a UPS return label is time consuming by itself

and only allows so much time to put the info in or it logs out – we can’t start and

take time to look all this information up in the middle of creating the label. You

already have the needed information – jot it down on a piece of paper and give it to

us. We need to be as efficient as possible. If you are missing information it will be

given back to you to correct.

Sherry Simonsen – Main

Eva Srubar - Backup



Shelter and Blind Repair-and-Return Procedure

Purpose:

The purpose of this document is to establish a procedure as a decision making tool

for the repair-and-return process sewing defects and damage to shelters and blinds.

Scope:

This procedure applies to all return-and-repair scenarios encountered in Customer

service, as a tool to decide if a shelter or blind can be sent in for repair.

Responsibilities:

The Sporting Goods Quality Engineer/Engineers is/are responsible for maintaining

this procedure.

The Director of Operations is has the authority to ensure this procedure is followed.

Customer Service and any trained Sewing Personnel are responsible for knowing

and following this procedure.

Procedure:

When a customer calls in with a complaint about a damaged or defective blind, the

following can be repaired:

loose hems

ripped skirts

ripped or loose ice anchor and ground stake tabs

loose grommets on ice anchor and ground stake tabs

any other repairs that can be made without removing the poles from the

shelter

and shelters with the following must be replaced:

damaged/defective roof and wall panels

damaged/defective window openings

damaged/defective vent covers/openings

damaged/defective doors/zippers

any other repairs requiring that any poles are removed from the shelter



SOP FOR QUOTING SHIPPING COSTS FOR

CANADIAN ORDERS

When quoting the price after the customer has already chosen which delivery service they want, prior to taking the credit card info, tell them:

PLEASE BE AWARE THAT YOU ARE RESPONSIBLE FOR ALL DUTY CHARGES, TAXES AND/OR BROKERAGE FEES TO GET THE PARTS OR PRODUCTS OVER THE BORDER. THESE CHARGES ARE IN ADDITION TO THE SHIPPING AND HANDLING THAT ARDISAM OR RIVERS EDGE (whichever is appropriate) IS CHARGING. If your customer hesitates about paying this extra charge, recommend Yetman’s at 800-665-8623.



Sequence of Opening

Visual System: CRM, Visual, Order Management

Open CRM: These is where you enter customers into the system and create accounts, enter

warranty cards, check the Registrations to view comments and to make sure customer warranty

info is entered, WI Sales Tax, and look up Purchase Order numbers for Retailers or find tracking

numbers

Open Visual: This is where you will find under File: Login, under Sales you will find Order

Management, Return Merchandise Authorization - under Inventory - Inventory Transaction

Window, Part Maintenance, Material Planning Window

Open Order Management: This is where you enter orders, look up Purchase Order Numbers, find

Tracking numbers, and enter RMA information

Order of Opening Programs:

CRM: Log into Ardisam

Ardisam: Earthquake, Barronett Blinds, Eskimo, ION, Yukon Tracks, Yutrax, Meili Hats

Visual

Order Management, Blue Notebook

Insite: Shipping Program

Outlook Email

Customer Complaint Form

Email Address Database

Where to Find Manuals:

V drive/MarComm/Marketing Materials/All Ops Manuals; BOM Viewer, and Approved Prints

How to Find Repair Centers:

V drive: /Quality/Warranty/Repair Centers/

Click on: Repair Centers (States) or Repair Centers (Canada)

Internet: http://rcl.ardisam.com/rcl/index.php?zip=49770&radius=100

http://rcl.ardisam.com/rcl/index.php?zip=49770&radius=100



CRM

CRM: This is where you check for existing customers, enter new customers and create accounts,

enter warranty cards, enter WI Sales Tax, and fill out customer Registrations - All Ardisam

products

1. You click on Accounts in the left hand menu, then click in the blank space above zip

code

2. Ask Customer for Bill To zip code with billing address, you can do a separate ship to

address if necessary



3. Then click on Account Name to alphabetize (alphabetized by first name)

4. Look for customer’s name, check for nick names, i.e. Robert – Bob, Richard – Dick, etc.

– if a lady caller be sure to look for husband’s name

5. If already listed, click to highlight line of name, double click on line to bring up account

6. Verify address and phone number (someone may have entered it wrong due to warranty

cards being difficult to read)

7. If not in system, click New icon in menu to open a new record

8. and enter:

Customer Name

Address

City, State, Zip



Phone Number – then copy paste number to Contact Tab

Enter WI for Wisconsin Residents (individuals only) under the Accounting Tab, Tax Gr

ID

Enter Email Address in the Profile tab – then copy paste to Email Database (see pg #55)

In Comment Section of Customer’s account enter: Model #, Serial #, and Date of

Purchase (DOP), enter any notes pertaining to calls– Click Save

Click on the drop down arrow next to: More (could say Registrations), Select Registrations;

Enter Model number under Detail Tab first, enter any notes pertaining to calls, then go to the

General Tab and this is where you enter the Serial Number, Date of Purchase, etc.



In the section below the Model number is where any calls from the customer regarding issues

should be logged, dated, and initialed You can also copy and paste Model #, Serial #, and Date

of Purchase into the comment section above in CRM – it is important to make sure the Model,

Serial Number, and Date of Purchase is in both sections.

9. Save when done entering all information.

10. Click Small X in upper right hand corner of Account Box on lower half screen

11. Go back to Accounts, look for arrow by highlighted line

12. Double click on line and go back into account, then convert to customer

13. Account has to be converted before you can place an order. To do you

a. Click on Action in the Menu Bar

b. Select Convert Account to Customer

c. Click OK at the pop up window



WEB ORDERS

To look up a web order in CRM:

1. Type in the website name in Account Name

2. Click Tab

3. Highlight line and click on Orders



4. Click on Desired Ship Date once, and then again to bring most recent orders to the top of

the list

5. Enter PO# or Order ID number, name, etc – whatever customer has given you - Tab

6. You can then put the Order number in Order Management to see how it has shipped and

what the status of the order is – if Order has already shipped it will give you the tracking

number, Order number, status, etc.

FINDING AN ORDER NUMBER WITH A P.O.# USING CRM

1. Enter the store account number: ex: Orschelns, Account #001620 in the Cust ID line, Tab

2. Click on line to highlight



3. Click on Orders in the Toolbar

4. Click on Desired Ship Date once, and then again to sort and bring the most recent ship

date to the top

5. Enter the PO# and tab

6. You will see the Order Number, Desired Ship Date, Status, etc.

7. You can then go to Order management to see how it shipped

8. To close out of the Orders for Account window click on the small X in the upper right

hand corner of the lower half screen



VISUAL

ORDER MANAGEMENT: WEB ORDERS, PURCHASE ORDERS: P.O’s,

TRACKING NUMBERS

Stores will call for status on their P.O.’s , get tracking numbers (UPS, FEDEX, SPEEDEE)

or Pro numbers (which Truck carrier was used) – You can find them in Order Management

or in CRM. You can also find Web Orders with a P.O. in Order Management, you just have

to add a: 10 or 100 to the P.O. number they give you.

FINDING A P.O. USING ORDER MANAGEMENT:

1. Go to Order Management Screen and click on the magnifying glass next to Customer PO

2. Click on the Binoculars

3. Enter the Purchase Order (P.O.#) in the top line and push enter



4. Enter the Order number into “Our Order ID” line in Order Management and tab – or

double click on appropriate line to open Order



5. Click the upper right hand X on the Customer Orders by PO box to close

6. Then give status of PO by looking in the Status and Ship Via section

Status: Released – hasn’t left the warehouse -- Closed – processed, shipping that day or has

already left and tracking number available



Ship Via: Many stores have their own route guide and will be reflected by: TSC, Third Party,

Collect, etc.

Small orders generally ship via: UPS, FEDEX, SPEEDEE – you find the tracking number by

clicking the User Definer Fields Icon on the Toolbar ( highlighted area in picture)

or clicking on Macro in the toolbar , select Tracking from the dropdown menu

Large orders or heavy orders go via Truck:

1. Find the order number using the method above or via CRM

2. Find their tracking number by going to: V Drive>Scanned Docs>Shipping Docs>Order

Number



3. Double Click on the correct Order Number



4. This brings up the shipping doc with the Pro#, name of Carrier, and when it was picked

up

TO PLACE AN ORDER:

To enter a new Order: Bring up Visual Toolbar: Go to Sales:

1. Click on: Order Management Window





2. Click on Blue Notebook on Toolbar internal notes , White Notebook

notes print on customer invoice, Green Notebook (never use, for sales dept. only)

3. Copy and Paste or type Account ID from Customer Account into Customer ID with the

RED asterisk and click TAB to populate Customer’s information

4. Click the INSERT box on the Toolbar (it has a green x) to insert lines into the Order

screen or push INSERT button on keyboard

5. Click in box below Part ID and enter part number

6. Click Tab



7. At the pop up screen, double click on the correct part number line – usually the first one

8. Your order screen should show description of part number

9. If “Substitute” appears in the Current Part Stage see pg. 40 (How to find Sub. #)

10. Tab over to Quantity and enter number customer wants

11. Tab to Warehouse, must be 9 for parts only, must be 7 for finished goods – with some

exceptions; must get approval for any exception

12. Click on Insite to get freight quote (minimized on Taskbar at bottom of screen)



13. Enter Postal Code

14. Tab

15. Click PLUS sign

16. Enter weight rounded to nearest pound

17. Tab

18. Click dollar sign

19. If within SpeeDee Area use them

20. This shows everything but mail and UPS

21. Click Radio Button in front of UPS to get quotes

22. You must add $7.50 handling fee to SpeeDee, FedEx, and UPS before quoting customer

23. Give Price Quote and ask what Carrier they prefer – Click OK at bottom of Insite to clear

24. If WI, MN, IA, SD, ND, IL NE, MO Resident, use SpeeDee(see Map) as it is less

expensive and has same guarantee as UPS, FEDEX

25. If Customer wants package to go via Postal Service First Class Mail and is under one

pound charge $9, Priority Mail is only about $3 less than FedEx or UPS and you will

have to call the Post Office, 715-822-2946, give dimensions and get a quote – NO

GUARANTEES ON MAIL – GIVE DISCLAIMER



26. Be sure to tell the customer that mail has no guarantee or way to track the package

– if it is lost or damaged CUSTOMER IS RESPOSIBLE TO PAY FOR PARTS

AND SHIPPING AGAIN – doesn’t happen very often but we have to say it

27. Click on Order Management screen, insert line, tab to second column and enter word

shipping, tab over to Unit Price, enter Freight amount

28. Click Ship Via drop down arrow and select appropriate shipping method

29. Always select which carrier they are paying for and you promised – Never use Best Way

30. Click Save on the Toolbar



31. If a Customer is sending a check or money order have them make it out to:

Ardisam, Inc.

32. Mail it to:

Ardisam, Inc.

P.O. Box 666

Cumberland, WI 54829

33. If paying with a Credit Card: Click

Monetary

34. Select

35. Highlight Line then click OK at bottom of screen

36. Click on Sold To/Ship To Tab

37. Click Save on on Tool Bar

38. Click on Macro on Menu Bar, Select Credit Cards

39. Click Run

40. Screen will come up with Customer info populated



41. Enter Credit Card Number, Expiration Date, and Security Code

42. Verify Customer name as it appears on the card

43. Verify the Billing address for the Credit Card

44. Click Apply Balance the amount of Order will appear in screen

45. Click Add New which populates the bottom of the screen, it will say

PENDING, click the Save button , then it will come up as below

46. A screen will appear saying transaction has Failed and will automatically place the order

on HOLD if the card is invalid or something isn’t correct

47. You will have to close the Credit Card Screen, change the order from ON HOLD to

Release, Save Order again, go to Macro, Credit Cards, the screen should come up with

the previous information: get correct information which will change the bottom screen to

PENDING again, Click Save and it should go through

48. Enter notes: CC Authed, Warr N/C, if mailing check or money order: notes should say:

Sending Check or Money Order – upon receiving release order (YOU MUST PUT THE

ORDER ON FIRMED WHEN CUSTOMER IS SENDING CHECK OR MONEY

ORDER) – if customer requested First Class Mail or Priority mail enter notes

behind payment method as well stating: Requested FC Mail, etc.

49. Standard Procedure: Orders must be put on FIRMED if waiting for CC#, SERIAL #,

DOP, Repair/Return, or RMA returns, notes must be put in Blue notebook, in CRM

Comment Section, and under the detail tab under Registrations, dated and initialed along

with Order #

50. Then Save



51. Click Save on the toolbar, give the customer the order number as a confirmation number,

your name, and extension so if they have questions regarding the order they know who to

contact

52. DISCLAIMERS:

a. First Class Mail: No guarantees, if lost or damaged customer must pay for the

part(s) and shipping again

b. For Canadian Customers: When quoting the price after the customer has already

chosen which delivery services they want, PRIOR to taking the credit card info,

tell them: Please be aware that you are responsible for ALL DUTY

CHARGES, TAXES AND/OR BROKERAGE FEES TO GET THE

PART(S) OR PRODUCTS OVER THE BORDER. THESE CHARGES ARE

IN ADDITION TO THE SHIPPING AND HANDLING THAT ARDISAM is

charging.

i. If your customer hesitates about paying this extra charge, recommend

YETMAN’S at 800-665-8623 or CPT at 800-861-9559



HOW TO ENTER A REPAIR/RETURN ORDER:

1. Click on: Order Management Window

2. Copy and Paste or type Account ID from Customer Account into Customer ID with the

RED asterisk and click TAB to populate Customer’s information

3. Click the INSERT box on the Toolbar (it has a green x) to insert lines into the Order

screen or push INSERT button on keyboard

4. Click in box below Service Charge Id and enter REPAIR

5. C lick Tab

6. Insert blank line and enter MISC under Part ID

7. Double click on top line to select and insert into order screen



8. Change description to read model or part number coming back and what is wrong

9. Put detailed notes in the Blue Notebook as to what is wrong, what needs to be fixed, etc.,

Attn: Steve or Attn: Cathy, or appropriate person – be sure to have them notify you when

it is ready to be returned to customer.

10. Change Status of Order from RELEASED to FIRMED

11. Click Save

12. When product is repaired or replaced and ready to return to customer - Steve or

appropriate person will take to UPS shipping and Shipping will release the Order

13. If no charge – SAVE AND CLOSE

14. If customer is sending something in for us to repair be sure to put notes in Blue Notebook

if customer wants an estimate of charges before repair is done

15. The person that placed the order will be contacted if there are charges – it will be that

person’s responsibility to be sure to enter charges for parts, labor, or shipping if customer

is being charged under MISC line – call customer for payment

16. Enter payment method in Blue Notebook - Click Save



INSITE

Insite: This is where you go to get shipping quotes for individual owners

17. Open by clicking the Insite Icon on Desktop:

18. Enter the User ID and Password: Both are csr (lowercase)

19. Enter the Zip Code, Tab, Click the PLUS sign

20. Enter the weight rounded to the nearest pound , Tab, then click the Dollar Sign

21. This brings up SpeeDee and FedEx rates, add $7.50 to the rate before quoting customer

22. Use SpeeDee where available, it is less expensive and has the same guarantees as UPS

and FedEx



23. Click the Radio Button at bottom in front of UPS to get quotes

24. Add $7.50 to rate and give UPS quote

25. Click on Ship Via in Order

26. Select desired carrier from List

27. NO GUARANTEES ON MAIL

28. Be sure to tell the customer that mail has no guarantee or way to track the package

– if it is lost or damaged THE CUSTOMER IS RESPONSIBLE TO PAY FOR

PARTS AND SHIPPING AGAIN – doesn’t happen very often but we have to say it

29. If Customer requests FC Mail - package has to be under 1 pound – charge $9, packages

over a pound have to go Priority Mail – You will have to call the Post Office, 715-822-

2946, give dimensions, zip code, and get quote – remember to add $7.50 to price from

Post Office before quoting customer

30. Alaskan customers often use Priority, you will need to have weight, package dimensions,

zip code, and maybe city name when calling Post Office for quote. Remember to add

$7.50 to price before quoting customer

31. Canadian customers – WARRANTY ONLY NO CHARGE - use International First Class

Mail or International Priority Mail

32. Canadian customers placing Orders should ALWAYS be referred to Yetman’s or

CPT- our distributors in Canada



INVENTORY

Inventory Transaction

1. Click on Visual and select Inventory, click on Inventory Transaction



2. Click on the Radio Button for Adjust/In

3. Enter the part number in Part ID* and click TAB

4. The Parts window will display and you will double click on the line (usually top line)



5. This will populate the screen so you can see the Location

6. Click on the Magnifying glass to the right of Location



7. You are able to see how many are available and which warehouse they are in

MATERIAL PLANNING

PARTS

1. Click on Visual, Inventory, Material Planning, enter part number, tab

2. You will be able to see when purchase orders are due, projected quantity



PART MAINTENANCE

Substitute Part Number Lookup

1. Go to Visual

2. Select Inventory

3. Select Part Maintenance

4. Enter Part Number then tab



5. Click the Order Mgt tab

6. Click the magnifying glass next to Substitute Parts

7. This will give you the correct number to use, when done click Close

8. Enter the correct part number in your Order Management Window and Tab



SELLING HISTORY

You can find which stores have purchased parts or products here

1. Go to Visual

2. Select Inventory

3. Select material Planning Window

4. Type in Part number or Model number – TAB

5. A Parts window will appear

6. Double click on the appropriate line (usually the top one)

7. This populate s the chart



8. Select the Icon left of Where Used (Selling History)

9. You may have to adjust the Store Column to read full name



Outlook

Purpose of Outlook

Wikipedia defines Outlook as “A personal information manager from Microsoft.” The purpose

of Outlook is to manage and communicate your schedule to other employees

You may find the icon on your Desktop

or you may have to click on:

Start

Click on: All Programs



Then select :Microsoft Office

Then select: Microsoft Outlook 2010

You can create a shortcut to add it to your Desktop

GENERAL EMAIL GUIDELINES

Some simple rules for email are as follows:

1. Default email storage quota is 1 GB

2. Email over six months in the Deleted Items folder will be permanently deleted

3. Max size limit of an email that is sent or received is 20MB

4. The maximum amount of recipients that can be emailed at one time is 250

5. Refrain from sending large files over email, we have other methods set up to send out

large files

6. The To section should include people that either need to respond to the email or have an

action item from the email

7. People CC’d are for information only purposes, they require no action

8. People BCC’d are for information only purposes, and will not receive any message from

people who reply. One caution to note, if the person bcc’d replies to all, everyone

included on the email will know they were bcc’d

9. Names and Email addresses displayed in the Auto Cache (the box that pops up when

composing an email) are not automatically saved to Contacts. Try to physically save all

email addresses to your Contacts yourself. The Auto Cache file is a nice feature to have,

but can become corrupt and you may lose some important contacts.

10. If you feel that you have sufficiently cleaned up your email and are out of space, please

discuss Archiving options with the IT department



EMAIL SIGNATURES

An email signature is text about yourself and position that automatically gets sent out with all

outgoing email messages. Signatures should be easy to read and should follow a relatively

standard format. Refrain from using images in signatures, as this takes up space and adds to the

size of emails.

1. On the File tab, select Options

2. Select Mail from the left navigation, then click the Signatures button under Compose

Messages

3. Click the New button, give your signature a name, then click OK (required signatures

a. Ardisam

4. Create your signature the way you want it to appear on outgoing messages. Keep it

professional, no giant letters, unreadable fonts, or wild colors.

5. In the top right, assign the signature to append to all New messages, and if you want,

with Replies/forwards.

6. Click OK



TICKLER FEATURE

This feature allows you to set reminders for a variety of reasons (ex: call a customer back with an

answer in a few days)

1. Bring up your Outlook Screen

2. Click in the Task Tool bar

3. Type your message in and then choose from the Task Tool Bar what you want such as

Due Date, Start Date, etc.

OUT OF OFFICE MESSAGES

Out of office messages are a notification tool letting people know that you are out and who to

contact in your absence. Make the messages appropriate as both employees within the

organization and people outside of the company receive them; no giant letters, unreadable fonts,

or wild colors.

1. On the File tab, in Info, select the Automatic Replies button

2. Select the Send automatic replies radio button

3. Optional – you can put a check in the Only send during this time and put time

constraints around when you want the message sent



4. Under the Inside My Organization tab, type a message that you want employees within

the organization seeing.

5. Under the Outside My Organization tab:

a. Check the Auto-reply to people outside my organization check box

b. Select either the My contacts only or Anyone outside my organization radio button

c. Enter the message you want people outside of the organization to receive

6. Click OK

Rules

Sometimes you may want to set a rule so your email is handled when you are out of the office, to

do so:

1. Press the Rules…button, seen above

2. On the pop-up screen, press the Add Rule… button

3. Populate the next screen depending on the emails you want to watch:



SCHEDULING YOURSELF OUT OF OFFICE

There are many reasons to schedule yourself out of office or unavailable. The purpose of this is

to let people know your availability so they can schedule meetings around you. Here are some

main reasons:

To show you are on a sales call, at a video shoot, at a trade show, or other work related

functions that require you to be out of the office

To schedule yourself at a different plant so others know your availability

To schedule time in your office for no interruptions to get work done

To show you are out on PTO or Vacation so others know your availability

Instructions

1. Press Calendar on the lower left corner of Outlook

2. Click the New Appointment button in the top left

3. On the meeting pop up box, click the Invite Attendees button

4. While Appointment is highlighted enter the following:

a. To: type in [email protected] or select Ardisam OOO from the Address Book

b. Subject: Include your name and reason, examples:

i. Carla D – Vacation, returning 10/1

ii. Tim Certain – Sales call Menards

iii. Ben Nelson – Plant 8 for Harness Testing

iv. Brendan – St. Paul Ice Show

c. Location: leave blank

d. One of the following:

i. Start time and End time or

ii. If the appointment is all day, place a check in the All day event check box

iii. If the appointment is multiple days, set End Time for the last day you will

be out of the office

e. From the Show As drop down, either select Busy or Out of Office

f. Assign Back up as Needed

g. Press Send

5. Send Anyway

mailto:[email protected]



Optional Items to Enter

1. Reminder: this is not necessary, but you may want to remind yourself of the appointment

2. In the open area at the bottom, list any additional information here such as backups

3. Follow up with an email to people that need to know your whereabouts

Simple Etiquette Rules

If you accept a meeting and find that you are going to be gone, simply go into the

meeting and select decline and give your reason

Do not overbook a room. If it’s already taken, let the meeting owner know that you

need it.

SCHEDULING MEETINGS AND CONFERENCE ROOMS


2. Towards the top right select New Meeting

3. While Appointment is highlighted enter the following:

a. Subject of the meeting

b. Start time

c. End time

d. Optional – Under File, select Attach File and attach the Meeting Agenda

4. While Scheduling Assistant is highlighted, click on the Add Attendees… button

a. Invite employees to the meeting by double clicking them in the Global Address

List *You can also do this by typing names in the All Attendees list*

b. Press the OK button

5. While Scheduling Assistant is highlighted, click on the Add Rooms… button

a. Double Click the conference room that you want to hold the meeting

b. Press the OK button

Be sure to check the availability of both the invited employees and the booked conference room.

You will receive an email confirmation from the Conference Room if the time you chose works.

VIEWING OTHER CALENDARS

You may want to view other people’s calendars to see their availability, to do so:


2. Right click on My Calendar and select Add Calendar>From Address Book

3. Select the employee(s) you would like to add, press Calendar and then OK

4. To view the Out of Office calendar, double click on Ardisam OOO and click OK



CONTACTS

Contact Groups

Contacts in Outlook are a way to organize all email address and names for easy look up. Contact

Groups are a grouping of email addresses under one name. A message sent to a Contact Group

goes to all recipients that are listed in the group. To create a group:

1. Press Contacts on the lower left corner of Outlook

2. On the Home tab, in the New group, click New Contact Group

3. In the Name box, type a name for the Contact Group

4. On the Contact Group tab, in the Members group, click Add Members, then click

From Outlook Contacts or From Address Book (if the person does not yet exist in

your Contacts, you will first need to add them)

5. Once all email addresses are added, click OK

CUSTOMER COMPLAINT FORM

All zero dollar orders and RMA’s must be entered into the complaint form. You will need to put

the following information into the form:

Model Number - Customer Name - Reason Code - Serial Number – Order Number if applicable

– RMA Number for any returns

Give necessary information in the Complaint section – if customer doesn’t have the serial

number be sure they call you back with it, give them your name and extension, then email the

serial number to Pat Donahue



BOM VIEWER

The BOM Viewer is used to find parts, manuals, cost, inventory, dimensions, spec sheets, and

drawings

To access the BOM Viewer:

1. Click on Start

2. Click on BOM Viewer

3. Enter part number in box and click GO, you must click the radio button in front of the

appropriate product line



4. Click on Part, Where Used

5. You can then scroll down and find all the machines that part number is used on.

6. In the top right hand side you will find the MSRP



7. You can find MSRP, Costing, Dimensions, Inventory, Pricing all on the first screen

8. You will find the different information as you click on the tabs on the bottom right hand

side

9. Under Documents you will see which documents are available in Blue and underlined

10. Next to the Drawing File you will see the word Open in Blue and underlined



11. Spec Sheets are helpful in telling customer specifications

EMAIL ADDRESS DATABASE

You will find this under the V Drive:

Cust Service

Select Email Address Data

Email Address Database



Click the Save/New Button to clear previous information

Enter the Product Line - Name, email address, and Country

Click the Save/New Button to save information

HOW TO ANSWER THE PHONE:

1. Greet the customer with a Hi, Hello, Good Morning, etc. and state your name – This is

(your name), how can I help you or what can I do for you today, etc.

2. Write customer name, zip code, and phone number right away in your notebook - and

enter them into CRM – enter brief synopsis of reason for call

3. When phone call is ending be sure to state your name again and your extension so if they

have questions they know who they spoke to. Ex: Again, my name is Eva, my extension

is 146 if you have any questions.

4. If the customer has placed an Order be sure to state: Your Order number is__, again my

name is (your name) and my ext. is __ if you have any questions.

HOW TO ANSWER EMAILS

Here are a few examples of Scripted answers: for a more extensive list contact Sherry, ext. 126

or email: [email protected]

NEED WARRANTY INFO:

I looked in our database for your warranty registration information from the time of purchase but didn’t find any. In order for me to help you, I need the following information please: Your address and phone number The serial number which is located inside the shelter sewn into a wall/roof seam and should read similar to “H-69143-09” A copy of the sales receipt (if you can’t find it, contact the store where you purchased it from and ask for a duplicate receipt) Once I have this information, I will know how to help you. I look forward to hearing back from you.

ON-LINE ORDERS: UPS VS MAIL: We only ship via UPS for our web orders so that they can be guaranteed and tracked if necessary. If you order by phone, we can offer you the mail as an option but it is not guaranteed so if the package is lost or damaged in shipping, you would be out your money. If you wish to take this risk, you can choose this option when you call to place your order. Our phone number is 800-345-6007. We are open Monday through Friday 8:00 am to 5:00 pm central time. We accept Visa, Mastercard or American Express. If you have any other questions, please let me know.




PARTS IN CANADA: We usually don’t ship to Canada due to the high costs of getting a package across the border. However, we have a Canadian parts distributor called Yetman’s Distributing. They are located in Winnipeg but serve your whole country for us. Please contact them for the parts you need at 800-665-8623.

If I can be of further assistance, please let me know. BB: WATER PROOF? Our hunting blinds are water resistant, but not water proof. You can get seam sealer at most fabric stores and use that to help the rain from coming through BB: MEASUREMENTS FOR BIG MIKE/BIG MIKE XT Big Mike: Corner window from ground to lowest point is 23” Corner window from ground to highest point is 60” From ground to hub is 36” Middle window from ground to lowest point is 42” Middle window from ground to highest point is 60”

Big Mike XT: Corner window from ground to lowest point is 31” Corner window from ground to highest point is 66” From ground to hub is 37” Middle window from ground to lowest point is 44” Middle window from ground to highest point is 68” EQ: HATES CRT TILLER I am sorry that you don’t like your new Earthquake tiller. Please allow me to explain. Your tiller says CRT on it. This means Counter Rotating Tines. In other words the tines go the opposite direction from the tires. This machine is great for tilling up new ground or the first time in the spring. But you will need to rake as it doesn’t till smoothly. My question to you is: are there side shields on the hood covering the tines? If not, I can send them to you at no charge, as they are supposed to be on the machine. This will eliminate the dirt flying around so much. You can’t reverse the tines because of the way the gears in the tranny are designed. However, it is possible to put a new (SRT Standard Rotating Tines) tranny on your tiller. The price is $250.00 plus s&h. If you wish to proceed with this option, please let me know. If you have any other questions, please let me know.



EQ: 8900 THROTTLE LINKAGE The throttle linkage consists of 3 parts. First is the rod that goes from the handlebar down toward the carb, part number 8905i, the cost is $***. Then there is the “middle” piece that is about 3” long and is black and silver (pot metal), part number 8906, the cost is $**. Then there is the spring that goes from the “middle” piece to the carb, part number 8906SPRING, the cost is $*. Plus s&h. If you wish to order give us a call at 800-345-6007, as these parts are not available on our web site. We are open Monday through Friday 8:00 am to 5:00 pm central time. We accept Visa, Mastercard or American Express. If you have any other questions, please let me know. EQ/ESK: GAS CAPS FOR 2013 This year we have 2 styles of gas caps on our *** powerheads. 1. the gas cap that has the screw vent on the top, p/n 300401. 2. the self-venting gas cap that doesn’t have the screw vent, p/n 11936. Either way is correct. Neither is wrong. The owner’s manuals were printed before the beginning of production and the gas caps were changed mid-course. Thus the OM may be incorrect for you. EQ: OIL SENSOR WIRE The short yellow wire attached to the block is not supposed to be hooked up. This is the oil sensor. The reason for this is that this engine is used for many applications, most of them are stationary. If you are low it stops the engine before it burns up. However, when using it on a tiller, it is not stationary; it bounces. So when you are using the tiller, the oil sensor would think it is out of oil and continuously shut itself off while you are using it. So we just leave it unattached. The only thing you need to do, is make sure you check the oil religiously. If you have any other questions, please let me know. ESK: INSULATED 9416 We don't offer a double size pop-up style ice shelter with insulation because of the weight and bulkiness. The pop-up style was originally designed to be light weight and portable. When you add insulated material, it adds weight and makes it difficult to fold up into a manageable size to put on your back. We do have 2 models that do have the insulation but they are not the double size. The model numbers are FF949i and 69143i. If you want more information, please visit our web site at www.geteskimo.com. If I can be of further assistance, please let me know. ESK: VIDEO FOR POP-UP SHELTERS

http://www.geteskimo.com/



We have a video available on our web site at www.geteskimo.com that shows you how to set up and take down our pop-up style shelters. The video uses a Quick Fish 4 which has a cold-barrier ceiling panel which your shelter doesn’t have. I hope this helps. ION: WARM BATTERY When you use an alternative source of power, other than gas, additional steps may need to be taken. If alternative fuels were the same as gas, our country's source of energy would be different than it is today. Yes, lithium-ion batteries are different than gas, but keeping the battery warm between long periods of use, should provide you with a reliable auger for many years. ION: WARM BATTERY We have found that the battery must be kept warm. The core temperature needs to be about 40 degrees. When you take the auger out on the ice and after you drill the first holes, take the battery off and put it in your pocket or in a heated ice shelter or vehicle. Then when you want to make another bunch of holes, the ION should work just fine. Make sure your battery is fully charged by leaving it on the charger in the house or heated garage overnight. If you do all this and still have problems, please let me know.

http://www.geteskimo.com/



WHERE TO FIND MANUALS:

V drive: MarComm

Marketing Materials

All Ops Manuals



Select Product Line Needed: ex. Earthquake OM’s

Select Product Division: ex. Powerheads

Select information needed



Manuals can also be accessed through the BOM Viewer:

Double click on Icon on Desktop

Enter Model Number or Part Number in Part # Box and click GO



Click Collapse All

Click the + sign in front of the Model Number

You then click on the correct + sign in front of the information you need: ex:



You can then find Manuals or what is in a Parts Assembly Bag by clicking on the + sign in front

of that line

Click on the Owners Manual and it will turn Blue



You will see to the right side where Open is in Blue, clicking on that will open the Owner’s

Manual or right click on Owner’s Manual to email

They can be printed out, emailed, etc.

The BOM Viewer can also be used to see what is included in some kits: ex. Part #3004105

You will find the individual parts and their respective numbers listed in the box to the right

The BOM Viewer has Spec Sheets, Inspection Sheets, Tech Bulletins that can be accessed for

more information.

You can find Dimensions, Inventory, Costing, and Pricing there as well



HOW TO FIND REPAIR CENTERS

There are two ways to find Repair Centers: The V Drive or The Repair Center Locater on the

Web

V Drive:/Quality/Warranty/Repair Centers

Click On: Repair Centers (States) or Repair Centers (Canada)

Click on the Internet – Enter: http://rcl.ardisam.com/rcl/

Add to Favorites

http://rcl.ardisam.com/rcl/



Click and Enter Zip Code – click Drop Down Arrow by miles – Change to 100 miles, click GO

The results will vary



DEALERS

Anyone who calls and says, “I would like to get set up to sell your product,” or “How do I

become a dealer for your company?” – You transfer to inside Sales, - ## 689

RETAILERS

If a customer calls and says, “I am looking for a powerhead, tiller, etc., who has them in my

area?” – You go to How to Locate Stores or ask them where they are located and refer them to

our retailers such as: Lowes, TSC, NTE, Atwood’s, Blains, Mills, etc.

STORE LOCATORS: HOW TO LOCATE STORES

Click on Visual Toolbar, Inventory, Material Planning

Type in Model number and Tab

Double Click on correct product (usually top line)



Go to Selling History

It is the Icon next to the 3 boxes with lines between them that looks like a lined sheet of paper –

enlarge “Customer” column so you can see the names

Click on the Internet – go to www.getearthquake.com – or the correct website for product

Click on Item you need to locate: ex. Cultivators

http://www.getearthquake.com/



Select Proper Cultivator

Click on View Item Details tab to the right which brings up the next screen with 5 tabs:

Description – Product Specs – Parts – Documents – Locate Stores



Enter Zip Code or City – Select the correct State – Click Submit

If there are no dealers in the customer’s area you can refer them to online dealers: these are just a

couple

www.moreoutdoor4u.com

www.earthaugersdirect.com

www.powerequipmentdirect.com

http://www.moreoutdoor4u.com/

http://www.earthaugersdirect.com/

http://www.powerequipmentdirect.com/



CHANGE SHIP DATES

Rachel sends out Firmed Order Reports that require you to look up any Orders that are past the

two week shipping date – if they are sending checks, money orders, or you are waiting on a

Serial number before releasing the order you have to change the Ship to Date:

1. Go to Order Management Screen

2. Enter the Order Number

3. Example: Order that has been put on firmed waiting for credit card info:

4. Move the ship date out 2 more weeks

5. Save the order and close



6. If RMA’s are not received in a timely manner or have a UPS return label attached to

them you will need to contact Customer and let them know to return the item or the order

will be cancelled.

SPECIAL ORDER SKU’S (SOS)

Several of our Big Box stores have numbers assigned to them for ordering product or parts from

us called SPECIAL ORDER SKUS:

Lowes: 122460

Home Depot: 630819

TSC: 0222220

Blains: 272050

UPS RETURN LABEL

UPS return labels are issued when a customer needs to return a product that is defective, under

warranty, needs to be swapped out, or a part that quality control has asked for, or was shipped

incorrectly, etc. You will need the following information to give to Sherry Simonsen or Eva

1. ATTN: (Dept., name, return to inventory, swap out, etc.) – Needs to be inspected

2. RMA# or Repair/Return#

3. Part number and weight

4. Customer ID#

5. E-mail Address

6. If customer doesn’t have an email address we print the label out and hand mail it

RETURN MATERIAL AUTHORIZATION – CREATING AN RMA

RMA as we call it is issued for defective product, mis-shipped orders: ex. Customer ordered part

#8916 and they receive an EB6 – we issue an RMA for them to return it - when it is our fault and

the part or product is too big to send via First Class Mail we do a UPS Return Label. When

customers order incorrect parts, online or over the phone, credit is issued back for the parts only

not shipping unless there are extenuating circumstances.

Records

Each person entering an RMA is responsible for keeping their own records as to why the RMA

was created or by whom you were instructed to create the RMA. These records may be in the

form of notes, emails, or faxed in RMA requests from customers.



Definitions

RMA – Return Material Authorization

Original Order – order in which the part or product was originally ordered by the customer on

RMA Notations – blue notebook in Visual’s RMA screen

Order Notations – blue notebook in Visual’s Order management screen

Order Specifications – the notes that print on the pack lists and invoices, in the Order

management screen this icon is a single sheet of paper with lines on it (it will have a check mark

on it if something is in these notes)

New Order – the order that the Visual system has created for the RMA and will be found in the

RMA screen

Responsibility

It is the responsibility of anyone entering RMA’s to follow these instructions.

Instructions

1. Open Visual Enterprise

2. Under the Sales menu, open Order Management

3. Now go under the Sales menu again and open Return Material Authorization

4. Click in the Customer ID box in the RMA screen and enter account # (look in CRM if

you don’t know it). This account # that you will need will be for the customer’s main

billing or corporate office. Some small shops bill through Mid-States or Sports, Inc. and

may not be entered under their own name in CRM

5. Save the RMA screen. You can save by either clicking the icon in the toolbar or by going

to the file menu, the Save. Once saved, the RMA # will appear in the RMA box.

6. Choose a reason for the return from the Reasons box

7. Go to the Order Management window and type in the “New Order” # in the Order ID box

and press tab. This should fill in the information for the customer you are entering the

RMA for.

8. If the customer you are creating the RMA for has different locations, you must choose the

location that this return is for. To do this, click on “shipping address” icon in the tool bar

(looks like address book)

a. Click on search

b. Enter ship to ID (usually store#) or zip code

c. Click on search again

d. Verify address by the city

e. Highlight line



f. Click on “use selected address”

g. After selecting address, a warning may appear ALWAYS SAY NO

9. If the customer has a reference or claim number (some stores call it an RTV #) put this in

the Customer PO space in the order management window. If they do not give you a

reference number, you can put “RMA#####” in the PO box.

10. Insert a line in the order by either pressing the “insert” key on your keyboard or by

clicking on the insert line item icon in the tool bar.

11. Enter model number or part number of the item being returned.

12. Enter zero for the quantity.

13. Next you will need to enter the price of the item. This is the amount that the customer

will be credited for each unit. If no credit is being issued zero out the dollar amount. To

check pricing:

a. Bring up customer in CRM – be sure this is the BILL-TO customer, not the ship-

to

b. Highlighting customer line, click on Order Line Items (under Orders at the top)

c. On the Order Line Items screen, enter the item number above the Part ID column

for the item you are creating the RMA for

d. Sort so that order with the most recent ship date is at the top. You do this by

clicking on the Ord: Create Date twice (Use closed orders only). Look for the

lowest purchase price of that item, in the past 12 months. This is the price you

should use for the RMA.

e. There should NEVER be a retail price on an RMA for a dealer or distributor.

There should NEVER be a higher price on an RMA than a purchase price they

paid for the item

f. If you are ever unsure of what pricing to use, please contact someone in the Sales

department

14. Enter price in the Unit Cost column

15. Repeat steps 11-14 for each item

16. Save the order by clicking on the “Save” icon in the toolbar or by going to File//Save in

the menu bar

17. Go to the “Order Notations” (blue notebook) put the reason for the RMA, if this needs to

go to someone for inspection once it is received, and/or if there is an order that needs to

be released once it is received. This is also where serial numbers should be listed. Save

the notations, then select/highlight them and right click on the select text. Then choose

copy

18. Now go to the “Order Specifications” (icon looks like a single paper w/lines) and enter

the RMA#. If credit has to be given back to an order, you will also enter the original

order #, (ex: RMA ##### or CREDIT ORD ######) – If a web order don’t use the

E000 number, use the Ref# or PO# instead which usually starts with 10…



19. Save the order by clicking on the “Save” icon in the toolbar or by going to File/Save in

the menu bar

20. Go back to the RMA screen

21. Click on “refresh”. The toolbar icon looks like an arrow going in a circle. This should fill

in the line items from the order to the RMA.

22. Enter the quantity being returned for each line in the “Rtn Qty Authorized” column.

23. Go to the “RMA Notations” (blue notebook). Click on the new icon to enter notes. Now

you can right click with your mouse and choose paste. This should paste the notes you

made in the order to RMA notations. Make sure your notes contain the serial # if

applicable, if an order needs to be released that order # needs to be in the notes, and if it

can be returned to inventory this should also be noted. Include any special instructions for

the item (s). Save the RMA notations

24. Save the RMA

25. Give the customer the RMA # and tell them to put it on the outside of the package

26. Give them the following information as it pertains to the customer or store. Please:

Empty gas tank

Take handlebars off (if applicable)

Take auger off of powerhead (if applicable)

Put into box or boxes

27. IF we are paying the return shipping, we can mail or email them a UPS Return Label. If

they have a UPS account, they can use our UPS account #583141. This is only for UPS

Ground Shipments.

28. Give the customer the address to return the item(s)

a. If the return is coming back to us with UPS, Fed Ex, or Spee Dee the return

address is: Ardisam, Inc., 1737 Industrial Blvd, Cumberland, WI 54829

b. If the return is coming back to us via mail (USPS), the return address is: Ardisam,

Inc., P.O. Box 666, Cumberland, WI 54829

IT ISSUES

FAQs:

Q. What kind of problems should I send to the Manager?

A. Computer errors, printing problems, Visual questions, phone issues, almost anything you get

the urge to talk to your Supervisor about.

If a ticket needs to be issued: Go to: http://kbox.ardisam.com (Bookmark this site or put a

shortcut on desktop) Username: firstname.lastname. Password: your computer login – click on

the New button to create a new ticket

http://kbox.ardisam.com/



1. Enter the Title of the issue: Please be descriptive with the title so that when we scan

through all the open tickets we know what the issue is, based on the title. Example:

Phone doesn’t have a dial tone

2. In the Comment box, type in specifics about the issue

3. Press the Save button

PRICE QUOTES

We do price quotes for any of the big box stores such as TSC, NTE, L&M Supply, etc for parts

or finished goods. If you are unsure transfer to Sales: ##689

We DO NOT QUOTE: HOME DEPOT, LOWES, OR MENARDS on finished goods

You go into Order Management, enter the Bill to Account # (ex: TSC is 001674) in the Customer

ID box and click Tab

The information should populate, then you can insert your line, enter the part number, give quote

If quoting anyone from Canada always tell them – this is US DOLLARS

WALK – IN CUSTOMERS

Purpose:

To ensure that all Customer Service Reps are completing walk-in customer orders the same. To

ensure that inventory remains accuarate in both the CS and UPS departments.

Definitions:

Warehouse 9 is UPS (plant 3)

Warehouse CS is in Customer Service

Responsibility

These work instructions are for the Customer Service Reps only

Instructions:

For Credit Card Parts Orders:

1. Enter an order into the computer

2. Enter the correct Warehouse location, depending on where you get the part from

3. Email Barb in UPS with Order number, which warehouse, and she will close the order

For Cash or Personal Check Parts Orders:



When taking a walk-in customer’s order and hand writing out a receipt (not credit card which

needs to have an order in Order Management) please include the following information:

1. Fill out receipt in receipt book with:

a. Date

b. Customer’s Name

c. Part Number

d. Quantity

e. Price

f. Cash or Check

Put your initials on the receipt and which warehouse you took it from (ex: CS, 9, etc.)

2. Email Derrick Brunclik with correct part number and quantity and he will take out of

inventory

We can’t send almost blank yellow receipts to Mark. He wants all this info.

If the customer calls ahead of time and you know the part number, please look up the bin number

and pricing so it doesn’t take so long when the customer is standing and waiting.

For Finished Product Purchase:

1. For credit card follow instructions above then contact Plant 7 with order # and estimated

time customer will be there; give directions to the customer on how to get to Plant 7 and

print off invoice to give to the customer.

2. For cash or personal check follow the same instructions above then contact Plant 7 with

order # and estimated time customer will be there; give directions to the customer on how

to get to Plant 7 and print copy of invoice – 1 copy for the customer and 1 copy for the

drawer or Beth.

For Warranty Parts:

1. Obtain warranty info including a copy of the sales receipt and serial number if customer

info is not in the computer

2. Give customer the part needed

3. Complete Customer Complaint Form

4. Contact Sherry with correct Warehouse for inventory deduction

For Repair and Returns:

1. Gather customer information:

a. Name

b. Phone number



c. Date

2. Fill out yellow ID tag; give the customer the smaller portion

3. Fill out the white “estimate” sheet and attach it to the yellow tag

4. Instruct customer to drive around to the back door downstairs

5. CS rep to meet customer at the back door

6. CS rep to inform Repair department of return & repair

7. When Repair Department has completed repair, they will inform CS rep

8. CS rep to call customer to pick up, informing them of the 30 day limitation

For Swapping Out Finished Product:

1. Diagnose problem; determine if swap out is necessary

2. Obtain warranty information including a copy of the sales receipt if customer info is not

in the computer

3. Enter a RMA

4. Enter a new order

5. Contact Plant 7 with RMA and new order # and estimated time customer will be there;

give customer directions to Plant 7 and a copy of the invoice

6. Contact Kim or Sherry to close RMA

FOR HAND MAILING PARTS:

1. Contact Sherry with correct Warehouse for inventory deduction

2. Put notes in Customer’s account in Visual explaining the hand-mailing

SPAM EMAIL HANDLING

PURPOSE

The purpose of this Work Instruction is to provide instructions for handling spam emails.

DEFINITIONS

Spam Mail – also known as junk email is unsolicited electronic communication sent to

numerous recipients.

Mail Foundry – Ardisam’s internal email filtering appliance.

RESPONSIBILITY

The IT department is responsible for maintaining this work instruction.

INSTRUCTIONS FOR SENDING SPAM EMAILS

1. From Outlook select the spam email



2. In the top menu of Outlook, in the Respond group, select More, select Forward as

Attachment

3. In the To…of the email, enter [email protected]

4. Remove your signature from the email

5. Press Send

**If the email is returned as an undeliverable, Mail Foundry has already blocked it

INSTRUCTIONS FOR MARKING YOUR EMAIL AS NOT SPAM

Some outgoing email (mail you send) gets marked as spam in Mail Foundry. If an undeliverable

message is received, perform the following:

1. Open the original email

2. Send the original email with original subject line to [email protected]

OUTLOOK AND JUNK EMAIL FOLDER

This is separate from Mail Foundry. The Microsoft Outlook Junk email filter is turned on by

default and the protection level is set to low. This level is designed to catch only the most

obvious junk email messages. If you update the protection level, it may catch legitimate emails,

so be sure to check it periodically.

To update the protection level:

1. From Outlook, in the Delete group, select Junk, Junk E-mail Options…




2. On the Options tab, select the level of protection that you want

To mark an email as not junk in the junk folder:

1. In Outlook, select the Junk e-mail folder on the left

2. Select the email that is not junk and right click on it

3. Select On of the following options

a. Block Sender

b. Never Block Sender

c. Never Block Sender’s Domain (@example.com)

d. Never Block this Group or Mailing List

** Make sure to periodically check your junk email folder and empty the contents

CHANGING QUEUE STATUS VIA QUEUEMETRICS PURPOSE To describe the steps required to enable and disable a specific agent’s extension from receiving inbound Customer Service calls. DEFINITIONS

Join Queue/Leave Queue – Function that should be performed at the beginning and end of each

shift. Joining the Queue enables an extension to ring when a call enters the Queue

Pause – A temporary break in receiving calls

Pause Code – An acceptable reason for not having an agent’s phone ring during operating hours.

The time, duration, and reason for all Pauses are recorded and available via metrics.

RESPONSIBILITY The Quality Systems Analyst is responsible for maintaining this Work Instruction. The Customer Service Manager is responsible for ensuring that this Work Instruction is followed. All Customer Service Agents are responsible for following the steps outlined herein. INSTRUCTIONS Logging Into Queuemetrics



1) Open your web browser and navigate to http://192.168.200.250:8080/queuemetrics/autenticazione.jsp to reach the “User Logon” page.

2) Enter your Login and Password and click the “Log In” button.

a. The Login is always “agent/your 3 digit extension” i. Example – agent/185

b. The password is your extension number i. Example – 185

3) On the QueueMetrics Home Page, under “Inbound calls”, click “Show inbound calls for agent…”

4) This will open the Live Agent Page

http://192.168.200.250:8080/queuemetrics/autenticazione.jsp



Changing QueueStatus JoinQ – Click at the beginning of the agent’s shift. This will cause an agent’s phone to ring when a call enters the Queue

1) Click the “Join Q” button. 2) The “Agent add Member” window will open. Ensure that the proper

extension appears in the “Agent’s code” box.

3) Click “Run” and wait for an alert that says “The requested action has been

performed…”, then click “Close”. 4) The Live Agent Page will show that the agent is currently logged on.

LeaveQ – Click at the end of the agent’s shift. This will cause an agent’s phone to no longer ring when a call enters the Queue.

1) Click the “Leave Q” button.



2) The “Agent remove member” window will open. Ensure that the proper extension appears in the “Agent’s code” box.

3) Click “Run” and then click “Close”. 4) The Live Agent Page will show that the agent is currently logged off.

Pause– Click when an agent will be away from their desk or performing other duties that will not allow them to answer incoming queue calls.

1) Click “Pause” to open the “Agent Pause” window. 2) Choose a Pause Reason from the “Pause Reason” dropdown. 3) Click “Run” and then click “Close”. 4) The Live Agent Page will show that the agent is currently paused and list the

pause reason.

5) To Unpause, click the Unpause button and click “Run” in the Agent Unpause

window.



QUICK REFERENCE Join Q – Beginning of each shift Leave Q – Ending of each shift Pause – Anytime you will be away from your disk or at your desk an not answering incoming calls (break, lunch, attending a meeting, etc.) Unpause – When ready to resume receiving incoming calls Reload Now – To refresh the list of recent queue calls