Document Number / Revision Code / Document Type / Page Number
CSSOPCSOC022015 / Standard Operating Procedure (SO) / 1 of6
Title : SOP for Order Cancellations made by the Customer Service Team
Responsible Location / Approval Locations / Reference Locations / Language
All India / E
Referenced Documents / Special Notes

1.0SUBJECT

This Standard Operating Procedure describes the Procedure for Order Cancellations done in SAP and CRM toolby the Customer ServiceProfessional/Team.

2.0PURPOSE

The purpose of the Standard Operating Procedure is to document the method followed forOrder Cancellations done in SAP and CRM tool by the Customer Service Professional/Team to assign the responsibility/approval process and activities for performing this activity.

3.0SCOPE

The document is applicable for all the Customer/Distributor orders related to Millipore (India) Pvt. Ltd. & Merck Specialties Private Limited & Bangalore GENIE.

4.0SCENARIOS UNDER WHICH ORDERS SHOULD BE CANCELLED BY THE CSP

1)List of Products dis-continued by MDA (Principal +Third Party Vendors) received from Imports department (SNP) – Imported

2) List of Products dis-continued by Business received from Imports department (SNP) – for Locally manufactured items

3)List of Product introduced in “Value for Money” Concept – SNP team – locally manufactured – cancellation of orders in the old codes in SAP and CRM

4)Cancellation requested by Customers/Distributors due to delay in Supplies

5)Cancellation done on the basis of product replaced with new Article number due to change in packsize – SAP + CRM

6)Cancellations due to wrong orders booked by Distributor on CRM. SAP + CRM

7)Cancellations done due to Price/Discount discrepancy on Orders entered by Distributors – SAP + CRM

8)Orders that are 90 days old in the system at a given point of time.

5.0PROCEDURE - APPROVAL PROCESS TO BE FOLLOWED BEFORE PROCEEDING FOR CANCELLATION

Scenario / Activity + Approval Process
List of Products dis-continued by MDA (Principal +Third Party Vendors) received from Imports department (SNP) – Imported /
  • Customer Service Person will share the List of products with Responsible Seller, Respective Zonal Sales Manager, Product Line Manager and the respective Distributor/Customer informing them about scheduled activity of cancellation of the pending orders from CRM and SAP.
  • Since this MDA direction no approval is sought and orders are directly cancelled on CRM and SAP
  • In SAP there is a text maintained by the respective CSP on Header Text 3 explaining the reason of cancellation
  • Reason code used for cancellation – Product Cancellation

List of Products dis-continued by Business received from Imports department (SNP) – for Locally manufactured items /
  • Customer Service Person will share the List of products with Responsible Seller, Respective Zonal Sales Manager, Product Line Manager and the respective Distributor/Customer informing them about scheduled activity of cancellation of the pending orders from CRM and SAP
  • Since this direction Is from Business no approval is sought and orders are directly cancelled on CRM and SAP
  • In SAP there is a text maintained by the respective CSP on Header Text 3 explaining the reason of cancellation
  • Reason code used for cancellation – Product Cancellation

List of Product introduced in “Value for Money” Concept – SNP team – locally manufactured – cancellation of orders in the old codes in SAP and CRM /
  • Customer Service Person will share the List of products with Responsible Seller, Respective Zonal Sales Manager, Product Line Manager, Marketing Team and the respective Distributor/Customer informing them about scheduled activity of cancellation of the pending orders from CRM and SAP
  • Since this direction Is from Business no approval is sought and orders are directly cancelled on CRM and SAP
  • If the stocks are available in old code then CSP informs the customer/distributor and sales and Marketing team to book the orders in old code till the stocks are exhausted
  • CSP ensures
  • In SAP there is a text maintained by the respective CSP on Header Text 3 explaining the reason of cancellation
  • Reason code used for cancellation – Product Cancellation

Cancellation requested by Customers/Distributors due to delay in Supplies /
  • If the delivery is already created during cancellation request then CSP cannot cancel the order – Revert back to Customer saying Dispatch will be made. If not ready to accept then seek approval from ZSM and take necessary action
  • If the delivery is not created during cancellation request made and material is under Import. Obtain input from Imports team. If not shipped then seek approval from Imports and cancel the order.
If shipped then do not cancel and revert back to customer stating so. If customer not ready to accept then seek approval from ZSM and take necessary action as advised.
Cancellation done on the basis of product replaced with new Article number due to change in pack size – SAP + CRM /
  • Customer Service Person will share the impact product and order related information and replaced material code to Distributor/Customer informing them about scheduled activity of cancellation of the pending orders from CRM and SAP
  • Since this direction Is from MDA no approval is sought and orders are directly cancelled on CRM and SAP
  • In SAP there is a text maintained by the respective CSP on Header Text 3 explaining the reason of cancellation
  • Reason code used for cancellation – Product Cancellation

Cancellations due to wrong orders booked by Distributor on CRM. SAP + CRM /
  • CSP will check the order on the basis of email received.
IF material not in stock Seek approval from respective ZSM and go ahead and cancel the order in AP + CRM
If material in stock and DO has been already raised inform ZSM and take necessary action as advised.
Cancellations done due to Price/Discount discrepancy on Orders entered by Distributors – SAP + CRM /
  • CSP will check the order on the basis of email received.
IF material not in stock Seek approval from respective ZSM and cancel the order in SAP + CRM
  • If material in stock and DO has been already raised inform ZSM and take necessary action as advised.

Orders that are 90 days old in the system at a given point of time. /
  • OM Team Rep will share the report on a monthly basis to the CS team Rep.
  • CS Team Rep will share the necessary order related details data with Business/Distributor – inform and seek confirmation via email and then inform the OM team rep for necessary corrections
  • OM team rep will cancel the orders from SAP and CRM by sharing all valid reasons appropriately for the cancellations with the customer.

6.0DEFINITIONS

CRM – Customer Relationship Management Tool/Portal

CSP – Customer Service Professional

MDA – Material Import Site in Darmstadt

SNP – Supply Network Planning Team

ZSM – Zonal Sales Manager

REP – Representative

OM/CS team Rep – Single Team member assigned on behalf of the entire business

7.0SAFETY

N/A

8.0Exceptions

N/A

REVISION SHEET

Date / Rev / Nature of Changes / Changed by
A / Initial release / Hemalatha S.
22.01.2015
B / Updated the 90 days cancellation / Hemalatha S.
25.07.2016