Wabash National Customer Service Dave Banes Sales Mgr, Customer Service 4-15-08

1. Wabash National Customer Service Dave Banes Sales Mgr, Customer Service 4-15-08

2. Customer Service Structure

3. Cust. Service Centered Communication These roles are to be the central (but not only) point of contact between customers, dealers, or outside salespeople and rest of the company.

4. Customer Service Representative • Your CSR is there to serve you and to help you secure the order! • CSR responsibilities include the following: • Quote Review: The CSR will review your SAP quote request carefully to ensure that all information has been provided. If anything is unclear, the CSR will ask for clarifications. If you are unsure about anything, call first before submitting the quote request. • Quote pricing: The CSR will send you (via SAP) a priced quote. If there are special pricing concerns, be sure to give that information to the CSR in advance. • Transportation Planning: WNC needs all trailers to ship within 15 days of completion. This means that Orders should be Advance Planned no later than 30 days prior to production. The Transportation Dept. will provide transportation rates to you based on mode and destination. • CSR’s will be contacting you at least 30 days and again 10 days prior to production to ensure that all Customer Supplied Material will be here on time. • The CSR will track your order throughout its cycle and will let you know if there are any issues that need addressing. You have visibility in SAP and should stay on top of your orders as well. • Factory visits must be coordinated through your CSR, including Pilots which must be scheduled 45 days in advance.

5. Quote Cycle Management • Quote Turnaround times are being measured and tracked. • Daily prioritization of quotes (work with your CSR). • Primary bottleneck are due to incomplete, unclear, and faulty quotes submitted. • Quotes that require extensive review and cleanup by CSR’s add time to the turnaround process. • Quotes that are unclear to the Costing Group may be rejected until issues are addressed. • “Clean” quotes move in and out of Costing much quicker! • Quoting WNC standard designs move quicker through the process! Key variations from Standard require WNC Executive approval. • Avoid Re-quotes whenever possible…. they will be re-costed. • Know which Options the customer is interested in before the quote is submitted. • Completely fill out the quote request form. • Respond to requests for updates on opportunities. We need follow-up on a weekly basis. • If Questions, contact your CSR…. They are ready to help!

6. CSR Assignments - Branches

7. CSR Assignments - Dealers

8. Firm Order Management And Sales & Operations Planning Procedure

9. Firm Order Management • FOM Policy covers the minimum requirements for Orders to be accepted by WNC and subsequently scheduled for Production. • Signed Sales Order Confirmation (within 30 day bid validity) • Key items related to customer, product, pricing, EBIT, approvals, terms, special agreements, trades, and documents. • Procedural topics now covered in the Sales and Operations Planning Procedure. • Effective January 2, 2006, revised July 21, 2006

10. Sales & Operations Planning Procedure (S&OPP) • Sales and Operations procedures to enable optimum customer satisfaction with WNC products, services, and schedule attainment. • Verifications and Approvals to ensure consistent compliance with the procedures described. • Order Specification Review • Be sure to review the specifications with your customer PRIOR to submitting the order in SAP, but no later than 8 business days after the order is place. If the order is unclear and/or pickable options have not been utilized, they may kick the order back and require a requote. • Documentation to be kept in the order file

11. Sales & Operations Planning Procedure (S&OPP) Sale Order Confirmation Packet • Includes everything you need to review with your customer. • SOC signatory document (pricing, terms, schedule, etc.) • Current version of Standard Terms and Conditions • Doing Business With Wabash National • Customer Supplied Materials Standard Requirements • Change Order policy • Fuel Surcharge statement

12. Sales & Operations Planning Procedure (S&OPP) • Important Customer Supplied Materials requirements…. Review Carefully! • CSM Standard Requirements – review and understand • Deadlines for receiving Decal Drawings will be enforced • 8 business days after SOC or 45 business days prior to production… BETTER TO SUBMIT AT TIME OF ORDER. • Drawings are required in electronic format… send to your CSR • Late drawings have FINANCIAL and SCHEDULE consequences. • Limit the variety of CSM as much as practical. • Follow-up recommendations for ensuring timely arrival of CSM. • Late arrival of CSM has FINANCIAL and SCHEDULE consequences.

13. Sales & Operations Planning Procedure (S&OPP) • Important Change Order Policy limitations….. Review Carefully! • Change Order Requests inside of 45 calendar days of scheduled production now require cross-functional approval from executives representing Manufacturing, Supply Chain, Sales, and Product Engineering. • Approvals will be hard to obtain…. • Change Order fees for all Customer Requests are stiffer and vary depending on whether a “standard” specification change or a “custom” specification change, as well as the impact on Purchasing, Engineering, and Manufacturing. Minimum charge is $250 per change order!

14. Sales & Operations Planning Procedure (S&OPP) Used Trailer • Used Trailer quotes must be documented through SAP • All trades must be documented by the Used Trailer Trade Form. Order Critical Path Timeline • New section to drive home the importance of securing orders that have the highest probability of success in being built right the first time and on schedule. • Orders taken for production slots less than 50 business days (~10 weeks) away will require cross-functional approval from designated representatives in Manufacturing, Supply Chain Management, Sales, and Product Engineering.