Customer Service Management

Customer Service Management Customer Service is the supply chain

management process that represent the company’s face to the customer. The process is the key point of contact for administering service level agreement (SLA) developed by customer teams as part of the customer relationship management process. The goal is to provide a single source of customer information, such as product availability, shipping dates and order status.

Customer Service( Manage the order entry and fulfillment complete and on time) Order taking, processing and invoicing Co-managed inventory Client master files management ECR supply initiatives Customer relationship and initiatives

Key Performance measurements for Customer Service Order Taking/Entry/Processing Invoicing Credit Memos Accuracy in data entry Customer Service Invoice Accuracy No. of credit memos Accuracy of Credit memos

What is Order to Cash (OTC) "Order to cash" (O2C or OTC) normally

refers to the business process for receiving and processing customer sales. It follows "Opportunity to Order" and covers business-to-business (B2B) and business-to-consumer (B2C) sales.

What is Order to Cash (OTC) In an Order-to-Cash (OTC) process,

everything that leads from the order, packaging, delivery to having the actual money in the bank is included.

OTC SUPPLY MANAGEMENT Order to cash (OTC or O2C) is a set of

business processes that involve receiving and fulfilling customer requests for goods or services.

Opportunity to cash

What are the reasons for change? A “one stop shop” for customer inquiries

as well as other internal customers One voice with our Customers and Sales

for any information about order status

What are the reasons for change? Optimises the OTC process

Process optimization versus a single phase/activity optimization

Synchronization of all the activities (same priorities and target)

Integrated management of supply issues Clear ownership of problems

What are the reasons for change? Focus on Customer versus focus on

activity

Key Messages Know and understand in detail cost and

value structure of your supply chain Focus on areas where you will get best

returns and those that are high risk both in terms of materials, process and partners (suppliers and customers)

Key Messages Logistics operations and customer

service will provide competitive edge if delivered to customer expectation

A “one-stop-shop” customer service under supply management will provide efficient and effective customer servicing.

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