Customer Service:Programs Needed to Start Your Day

Overview

During the day there are a number of programs to help assist you on your day to day tasks. It is best to have them open in the same sequence to allow you to quickly access them when required. They are:

1. ASW-Incident Handling
2. ASW-Work with Sales Orders
3. ASW-Dashboard
4. Mocha-9. Item Extens.\7. New Item Search
5. Mocha-50.Warehouse Menu\1.Picking and shipping menu\2. Pick List Status
6. Mocha-UWD Extensions
7. Loomis Track and Trace
8. Infonet
9. uniPHARM Web Orders
10. Lotus Notes
11. Security Cameras

ASW

ASW is used in various ways throughout the day. Opening a minimum of 2 screens is useful for applications pertaining to Customer Service tasks.

1.ASW-Incident Handling

1.Click 'Incident Handling' for 1st screen (this is where you would create your Hotlines)

2.Click 'Work with Incidents'

3.Every call we take in Customer Service is logged into Hotline Maintenance. For more information on creating Hotlines go to: CS-CL-002-C-Call Intake.pptx (Nancy to link)

2.ASW-Work with Sales Orders

1.Click 'Sales' (this is where you would enter any sales orders you enter)

2.Click on 'Work with sales orders'

Customer Service utilizes this screen for entering:

• Sales orders (SO)
• Future orders (FO)
• Special orders (SP)
• Detailed orders (DO)
• Internal orders (IN)
• Credits that do not effect stock (CM)
• Manual Invoices that do not effect stock (CA)
• Adjustment invoices (AD)

3.ASW-Dashboard

• Often a 3rd screen comes in handy as a flex screen that you can toggle between sales and incident handling.
• It also is handy if one screen freezes and you can seamlessly continue.

Mocha Extensions

Mocha is also a versatile program that is an effective tool that Customer Service uses on a day to day basis. Open a minimum of 2 sessions. Login using your user name and password.

4.Mocha-Item Search

1.Click '9. Item Extens' (to look up items)

2.Click '7. New Item Search'

5.Mocha-Warehouse Pick List Status

1.Click '50. Warehouse Menu'

2.Click '1. Picking and shipping menu'

3.Click '2.Pick List Status'

4.Your screen should include the following:

• File is set to 'Order Number' and if you only have a pick list, change 'Order No' to 'Pick List'
• Test is set to 'EQ'
• Date range should work best at 1 month prior to 3 or 4 months going forward and then when you are close to the end date, you can set the to and from dates by using shift 'F12' (also know as F24)

6.Mocha UWD Extensions

• Often a 3rd screen comes in handy as a flex screen that you can toggle between sales and incident handling.
• It also is handy if one screen freezes and you can seamlessly continue.

7.Loomis Track and Trace

1.To Track out of town shipments we use Loomis Track and Trace loomisexpress.com/ca/wftrackingform.aspx

2.You can track either by using a reference followed by 001, 002, 003 etc. (which is our pick lists and the number of boxes attached to this pick list) or by using the waybill if it is known.

3.For more information on this topic go to CS-ML-007 -C -Trace Missing Orders - Loomis.pptx (Nancy to link in future)

4.To book a pick up for a store you click 'My Loomis'

5.Enter Username: 'customerservice@unipharm.com', then the password unipharm3' and finally click 'Log in'

6.Click 'e-SOLUTIONS', then click 'E-Returns' and finally click 'E- Return Request'

8.Infonet

Info net has a number of useful applications pertaining to Customer Service

1.Logo into the InfoNet web-site: infonet.unipharm.com/unipharm/in_login.pgm

2.Enter your 'Login Name'

3.Enter your Password

9.uniPHARM Web Orders

Once logged into Web Orders you can look up items by narrowing down your search fields and also some items have pictures. You can also see current promotional items as well.

1.Logo into the Web Orders web-site: http://orders.unipharm.com/unipharm/uw_login.pgm

2.Enter your 'account number'

3.Enter your 'User ID'

4.Enter your 'password'

5.Click 'Login'

10.Lotus Notes

• Lotus Notes is our email program. Open by double clicking on the desktop icon

Barracuda

• Barracuda is the program that any questionable emails are deposited into.
• Barracuda is saved on your favorites tab when you open an email browser
• Enter your given email address and 'password' to enter

11.Security Cameras

1.Click on the Security Camera icon on your desktop

2.Enter the IP Address 'pork.unipharm.com'

3.Enter your given 'username' and 'password'

4.Click on the following servers:

• Receiving
• Shipping
• East Alley
• Camera 10 (front door)

5.Make sure you are set to Four Way so you can see all camera views at the same time