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SPECIAL ORDER DEPARTMENT

SPECIAL ORDER DEPARTMENT. Presented by: Shared Purchasing Updated 12/10/10. PURPOSE. To give branch associates a better understanding of SOD, how they operate and how best to communicate with them to insure your expectations are met.

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SPECIAL ORDER DEPARTMENT

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  1. SPECIAL ORDER DEPARTMENT Presented by: Shared Purchasing Updated 12/10/10

  2. PURPOSE • To give branch associates a better understanding of SOD, how they operate and how best to communicate with them to insure your expectations are met. • To help increase branch associate efficiency and the ability to provide world class customer service. • To help SOD maximize their resources and efficiencies. • To increase utilization of SOD and maximize vendor programs.

  3. DEFINITIONS DC Program Type - Sole, Primary & Alternate Source DPI – Distribution Price Inquiry DSD – Designated Ship Day RTD – Route Through DC DCPI – DC Program Inquiry NLA/OBS – No Longer Available / Obsolete Auto-Replenishment Auto-Process DC Procurement DC Customer Service

  4. SODPROCEDURES & PROCESSES Hours of operation:Monday – Friday 8am-5pm EST The Special Order Department (SOD) is used when ordering specials, out of stock items, or emergency orders for SOLE and PRIMARY source programs. (Victaulic and Taco being two examples of exceptions). Also excluded from this process are IMPORT items. Ex: weld fittings & flanges

  5. SOD FACTS • SOD will download ALL orders received once per hour, every hour up until the last download at 4:00 PM EST. • All orders are reviewed and placed on PO with the vendor within the hour after they are received unless there is a specific problem delaying the PO placement. • All POs received with Ship Via of DSD are switched to the branches servicing DC for the Procurement Buyer to purchase on their next stock order. • All POs received with Special Shipping instruction of RTD are also switched to the branches servicing DC for the Procurement Buyer to purchase on their next stock order. • Use RTD ONLY with Ship Via other than DSD. • SOD only accepts orders sent via Intercompany EDI. • SOD WILL NOT accept faxed orders, (*Except for Integrated locations and other locations NOT on Trilogy). *SOD Fax 757-989-2440 • The best way to communicate your special needs with SOD. • Through “C” comments in the body of your PO. • Follow up through DC Customer Service sensitive situations.

  6. How To Place Purchase Orders To Vendors VIA “Special Order Dept" : Access the Purchase Order Entry/Edit screen to Check out a P/O Number for creation (Menus 4,1 or Jumpword POE)

  7. Select the applicable SOD vendor. The Vender Selected Here Is FEISOD Options are DIST or PIPE

  8. Answer "Y" to the prompt: "Do you want to send via Intercompany EDI?” DO NOT fax the purchase order to The SOD.

  9. If There Is a Job Contract That Can Be Used, Select At This Time

  10. In the Ship-via field, you MUST enter the appropriate Ship-via code. For Emergency orders that require immediate processing, Select "Y" at Prompt #10. Use “DSD” to route product through the DC

  11. Once The Purchase Order Is Transmitted, A Sales Order Will Be Generated And Received By SOD For Processing. • An associate in SOD will review the order for any pricing issues, product coding issues, comment lines, etc. • There may be times when the order being received is not clear or has incorrect or missing information. If this is the case the following will happen: • SOD Buyer opens a DC Self Service request on behalf of the branch PO writer and returns the order to the branch associate requesting the required information. • Branch writer to then provide the necessary information. • The branches SPC is copied so they have visibility and can work with the branch to help them resolve. • This will allow for better tracking of issues and insure nothing is missed. • Important - SOD buyers will no longer correspond through sales order memo’s or e-mail. • An “SOD – Urgent Request” category has been added as an option to the DC Self Service inquiry to help expedite when received. • DO NOT use this for Cancels or Status/Tracking needs.

  12. SOD Generates The Purchase Order With The Vendor And Communicates With The Branch PO Writer • If you select Ship Via of DSD (or use RTD in special shipping instructions) when creating your P/O, SOD will send an MEMO to the order writer indicating that the order has been “FLIPPED” to a DC order and is now in the hands of the Procurement Buyer. • SOD Order Confirmation Process. • After placing your PO with SOD, you will now receive an electronic confirmation via sales memo. The memo will communicate the following: • Confirm the PO has been placed with the vendor • Confirm the vendor the PO is placed with • The SOD Purchase order number the vendor receives • Further information on the order can then be obtained through: • DC Customer Service Request • Contacting your SPC • Contacting the vendor directly • Confirmations will be sent within a 2 hour period. • Remember, SOD downloads orders once per hour. • PO placed with vendor within the hour after being downloaded. • Confirmation sent after vendor PO is placed.

  13. SOD ORDER CONFIRMATIONExample(DO NOT RESPOND DIRECTLY TO THIS MEMO)

  14. EMERGENCY ORDERS • SOD is set up to service your needs, but there will be TIMES they can not meet your emergency needs due to your time zone and the current time of day. • Emergency orders with extenuating circumstances can be placed directly with the vendor or rep. • Critical this be limited to true emergencies only! • Key - Work with the SPC if your not sure. • In the rare situation where the vendor or rep will not accept your emergency order, please contact your SPC Customer Service Team contact to discuss available options. • If necessary, SPC will contact the appropriate Program Manager for assistance. Please keep in mind that due to the time of day we may not be able to reach any of our program managers.

  15. SHIP VIA AND REQUIRED DATES • If placed with Ship VIA of DSD, the order will be routed through your servicing DC on Procurements next DC stock buy. • REMEMBER – THE DC’S ORDERING CYCLE WITH THE VENDOR WILL VARY. • Some are purchased for daily and others less frequently. • Key is to communicate with SPC if you aren’t sure if it will make your required date. • Use RTD when you want to route through the DC, but ship other than DSD. • It is important to place the order with the appropriate ship via and corresponding required date. • Please note: All SOD orders are considered “rush or emergency” type orders. Our vendors can ship these orders immediately regardless of the required date on an order. If your required date is extended or time is not an issue, it is suggested and recommended to order these needs through your servicing DC. • SOD does not use required dates. All orders are requested to ship immediately. • If you need to request a special ship date, do so via “C” comments. • This will not delay placement of the order with the vendor. Direction on requested ship date will be passed along to the vendor. • Any requested changes to your FEISOD PO should be made using DC Self Service on Pipeline. • SOD uses the requested ship via in part to determine if the order needs to be shipped directly from the manufacturer or brought into the Distribution Center. (IE: LTL vs DSD)

  16. FREIGHT PARAMETERS FFA MINIMUM PARAMETERS • For orders shipping on your branch DSD, these will be shipped FFA. • For all other orders, the vendor's FFA minimum requirement must be met to qualify for FFA. • http://www.ferg.com/supplychain/article/Procurement/Procurement/SODVendorMinimumandFFARequirements.xls • For orders shipping out of the DC direct via common or parcel carrier, all standard DC freight parameters will apply. VENDOR ORDER MINIMUM PARAMETERS • When placing orders with SOD, the vendor minimums must be met. • You may access vendor minimum’s from the Ferguson Home Page on the Intranet (see link above). • If the order is shipping direct to the end user, then the vendor's minimum will be waived if the order is placed through SOD (with few exceptions). • This is an internal FEI process and NOT necessarily supported by the vendors. • If it is shipping to the branch and the order does not make the vendor's minimum, SOD will route your order through the *DC. * unless a PO addition is done within 24 hours.

  17. SP(SPECIAL) & SP - CODES SP (SPECIAL) ITEM CODES • If you send a PO to SOD, you should ensure that the product code you use is EXACTLY what you need. • If you pulled the code from the Master File, you are in great shape. • NEVER use a stock code with a comment line stating things like "with 2-hole drilling" or "tapped and threaded." If you need to use such a comment, you should create an SP- code. SP DASH CODES • Before you create your SP- code, first make sure it does not already exist in Master Product File. • If you create an SP-code, you should ensure that you use the vendor code EXACTLY as it appears in the vendors price sheet. • Begin the DESCRIPTION with the Vendor name when creating a code. • You must include theLIST PRICE, otherwise SOD will need to request that from you and can potentially create an unwanted delay. • Finally, if you do create a SP- code, NEVER use the same code as in Master.

  18. “NLA” PRODUCTS • SOD does not order products that have "NLA" in the long description. • What if you’ve confirmed with the vendor the product is actually available? • Indicate this with a “C” comment in the body of the PO. • If you do not share that information, SOD willcancel the item and remove it from the order. • Exception to this rule is Kohler: All NLA products must be faxed directly to Kohler.

  19. CANCELLATIONS • To cancel an order, first attempt to cancel the line item(s) off of your PO via POE. • If SOD has not completed their ordering process yet, the branch will be able to cancel items and/or the entire purchase order. • If that is not possible, submit your request to DC Self Service on the Pipeline. • DC Customer Service will make every effort to cancel the order and will communicate back to the associate.

  20. COMMUNICATING WITH SOD • Communicating with SOD via DC Self Service on Pipeline is the most effective and efficient way. • DO NOT make requests using the FEISOD or DC Customer Service email alias in Trilogie or Outlook. • For urgent needs, select the “SOD – Urgent Request” option, or for emergencies call. • Phone Calls • SOD general number: (757)223-6312 • Phone calls to DC Customer Service must be limited to EMERGENCIES ONLY. • To maximize SOD’s resources, it is critical that phone calls be limited to true emergency situations. Doing so will allow SOD to have greater focus where it is needed. • Do NOT call or email SOD buyers direct. • To provide the level of service you expect, their focus is on managing the branch POs they receive and on the DC Customer Service requests submitted. • Personal emails and voice messages will not be reviewed timely.

  21. CONTACT INFORMATION • Status/Tracking/Cancellations/Additions/Ship Via Changes: • Use DC Self Service website to request status/tracking or to cancel an order or an item off of an SOD order. • If a response is not received within 30 minutes, call DC Customer Service 757-223-6312 and give the associate your DCCS Request number. • DCCS Contacts: • Contact #1: Debra Baker (DCCS Supervisor) 757-223-6351 • Contact #2: Janet Holmes (DCCS Manager) 757-989-2369 • Order Needs to be Placed: • First, remember all SOD orders are processed within the hour after they are downloaded. SOD downloads all orders once per hour. • If an order needs to be placed on order immediately to meet a vendor cut-off, enter your request via DC Self Service and select the “SOD – Urgent Request” option. • General SOD Process Related Questions: • Contact your SPC – We should be few SPC can’t answer. • Contact #2:Traci Edwards (Buyer Supervisor) 757-989-2708 • Contact #3: Kristin Sgambelluri (Buyer Supervisor) 757-989-2611

  22. SOD FACT SHEET • Created based on feedback from you! • All the vendor information you need to place an SOD PO. Includes: • Vendor information • Pricing • Minimums • Freight allowance • Special conditions • Vendors are color coded so you quickly know which ones must go through SOD and which should go direct. • Green – Always through SOD. No “Non-Program” lines. • Yellow – Always through SOD. Some “Non-Program” lines. • Non-Program skus should be placed directly with the vendor. • Orders with these skus will go on hold and forwarded back to the writer causing a delay. No longer will SOD automatically cancel these skus. • Non-Program skus noted in DIST with a “Don’t Forget” or you can see using DCPI. • Red – Should NOT be ordered through SOD. • Located on the Pipeline > Product Management > Find It Fast

  23. SOD FACT SHEET

  24. GENERAL REVIEW & FAQs… • What are SOD’s hours of operation? • Monday – Friday 8am-5pm EST • How does SOD receive my purchase order? • Orders are download every hour beginning at 7:30AM EST and ending at 4pm EST. Any order EDI’d by a branch after 4pm EST will not downloaded until the following morning. • What is the best way to communicate with SOD? • DC Self Service on the Pipeline. • Use “C” comments in the body of the order. • Follow up through DC Self Service requests clarifying specific needs. • Remember, SOD does not see associated comments at the item level. • Respond quickly to any inquiry for further or missing information. • Please limit comments to those that give SOD critical direction. • How do I find the SOD to vendor PO number so I can check status? • SOD Order confirmation. • Use ICOI option on header of branch PO to view DC invoice. • DC PO number listed at the line item level.

  25. GENERAL REVIEW & FAQs… • Do I use SOD when sourcing all Non-stock DC items if expediting is not needed? • Not all. Auto-replen will pick up non-stock items as temps. • Don’t confuse “non-stock” with “non-program”. • If the DC is out but it is a regularly stocked item do I use SOD? • Look to source from another DC (w/freight), or contact your SPC for the best option. • If all DCs are out, ordering from SOD does not give priority over existing Procurement POs. • Should I look to SOD when using local manufacturer rep inventory? • Recent attempts to address this have show to be very difficult to execute through SOD. • Ordering from local Manufacturer Rep inventory MUST be limited to emergency situations where there was not other option available to cover a customer needs. • In these situations, POs would be placed direct and not through SOD.

  26. GENERAL REVIEW & FAQs… • I have a job quote that is NOT loaded and I have a hot rush order to place with SOD. • Place your PO with SOD. • Make “C” comments in the body of the PO with any other special needs AND reference the job quote that you will be sending to DC Job Quotes. • Send your Job Quote to DC Operations and reference the SOD sales order # you just created. • SOD will communicate with the Job Quotes group to load and reprice for you. • Why is compliance so critical? • Utilizing SOD and the DC insures we are maximizing our vendor programs.

  27. HOW TO AVOID COMMON “SHIP VIA” ISSUES SEEN BY SOD? • Use DSD only if you want your order to ship from the DC on your designated ship day • Please be aware that some vendors will not use UPS and some will not use Fed Ex. • Please be aware that some vendors will not third party bill for freight (for example: Kohler) • If you use a collect ship via, you must provide the collect account number you wish to be billed (IE: use the “C” comment option to list this information) • If you are shipping to a jobsite or a customer, please provide a customer contact name and phone number. Many vendors are now requiring this. It is mandatory on “expedited” shipments (NDA or 2nd day air)

  28. COMMON PRICING ISSUES SEEN BY SOD? WHY DO I SEE PRICE CHANGE NOTIFICATIONS? • DPI pricing is based on the assumption that product will be ordered through the DC. Since only one price can be loaded in the price matrix, this is the price that is loaded. SOD does not receive the same price on orders placed direct with the vendor that Procurement receives on large truckload orders into the DC and neither does the branch. • SOD is constrained by the general pricing parameters for the program. Any pricing which deviates from standard pricing must be covered by a formal quote. • This is true even for one time purchases. • Quote orders for Primary Source programs must be placed directly with the vendor. Those orders cannot be processed by SOD. • Pricing from quotes is not handled by SOD. This is handled by The Job Quotes Department. Job Quotes may be sent to your SPC, emailed to : dcoperations.jobquotes@ferguson.com or faxed to them at 757-989-2522. • There is no price protection on direct orders. Pricing will be adjusted accordingly and a pricing change notification should be sent out to the purchase order writer. • List prices must be provided by the branch for every SP- code on an order. Otherwise, the order will be delayed while the list price is requested from the branch. This is true even if the sp-code is covered by a quote. • If there is no list price (as in the case of a net price vendor or a Price on Application product), please comment the order as noted.

  29. HOW DO I ORDER OBS or NLA MATERIAL THAT IS NO LONGER STOCK IN THE DC? • These items should be ordered directly from the vendor. • Use SODONLYif the vendor has verified that the product is in fact still available. • In this case, use “C” comment lines in the body of the order to communicate with SOD that the item is still available. Exception to this rule is Kohler: All NLA & OBS products must be faxed directly to Kohler.

  30. HOW DO I ENSURE THAT MY SOD ORDER IS PLACED AND SHIPS ASAP? • ALWAYS verify stock with the vendor prior to placing your order • If for a HOT NDA or 2nd Day air type shipment set the LPU flag to “Y” to insure that SOD gets the request as soon as possible . • Remember to keep your time zone and the time of day in mind if NDA type service is required. As noted and illustrated below for some NDA requests you may need to go vendor direct to fulfill your customers requirements. • SOD’s last download of the day is at 4:00pm EST. If it is past 1:00pm PST or 2:00pm MTN time your request will be addressed the following morning. • Check the vendor’s cutoff times for shipping same day (just using a next day ship via will NOT guarantee the vendor will ship same day) • Ensure that you provide list pricing and a good description for all SP-codes on the order • If you intend for the order to ship direct from the vendor, be sure to use a valid direct ship via. (not DSD)

  31. QUESTIONS?

  32. THANK YOU!!

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