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E-Commerce Order Fulfillment

& Customer Service Guide

LEVEL 1

2014

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Table of Contents Introduction to Interstate Plastics - pg. 3

When a Customer Asks How to Use the Cart While Shopping for Products – pg. 5

An Introduction to Phones Procedures and Shoretel - pg. 5

Keywords for Incoming Calls - pg. 7

Helpful Shoretel Hints and Tips - pg. 10

Handling Customer Calls - pg. 12

Answering a Call - pg. 13

Syspro Sales Order Queries - pg. 21

Syspro Inventory Queries - pg. 24

Inventory Frequently Asked Questions - pg. 29

Syspro Sales Order Entry - pg. 32

Data Entry - pg. 32

Order Lines - pg. 33

Taking Payment and Printing - pg. 37

Printing Labels for US Mail - pg. 40

Amazon Fulfillment Process - pg. 45

Product Warning and Tips - pg. 50

Creating Purchase Orders - pg. 51

Issues and Replacements - pg. 62

The Physical Flow of Paperwork- pg 65

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An Introduction to Interstate Plastics

Welcome to the Interstate Plastics team. There's a few important things to remember about Interstate

Plastics that will help you when working with customers and co-workers.

What We Do and Who We Are

Interstate Plastics is a distributor, NOT a manufacturer. We do not make any of the plastic we sell,

but rather buy it from manufacturers and other suppliers. We stock many types of plastic sheets,

rods, tubes and plastic accessories at all of our branches. We also sell products that ship directly

from the manufacturer or that we don't have in stock but are able to purchase for resale.

Our company is unique in that we provide "cut-to-size" services. This means that for a fee we will

cut our stock of plastic sheets down to a requested size for a customer's order. This service is more

expensive than buying full sheets or "optimal sizes" and something most of our competitors do not

offer. We do not cut material brought in by the customer, only full size sheets from the

manufacturer.

Our company typically sells rigid sheet, rod, and tube stock. That means square and rectangular

sheets of plastic that have a width, length and thickness; and solid plastic rods and tubes. Interstate

Plastics does not sell or handle resins (plastic pellets and liquid plastic) and we do not do "injection

molding" or the shaping of plastic heated into a mold. We do not sell plastic film (with the exception

of Extruflex PVC) and we do not sell couch covers or chair mats.

Interstate Plastics also sells a variety of accessories, glue and tools for both commercial and retail

application. Tools include items like saw blades, drill bits, blades and powerful tools to weld certain

grades of plastic. Accessory items include cleaning and restoration products, plastic photo frames

and even greenhouses.

With the exception of our local delivery trucks, we never go to a customer's location. At no point do

any employees go into a customer's location for installation of anything we sell. We are strictly a

distributor.

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This is our logo and pivotal to our branding efforts. The logo includes the IP oval as well as the text

to the right of the logo. Our logo is available for download on the company's Intranet. No other logo

is to be used internally or when interacting with customers.

We are always testing and offering new products. To have a physical catalogue of products would

require constant re-printing. Instead, we have a website and encourage customers to use it for the

most up to date listings of our products, prices, news, product information and company profile.

Our website is: www.interstateplastics.com

The website general email is: info@interstateplastics.net

We are a nation-wide company with 10 total locations and an Ecommerce department.

Interstate Plastics has warehouses in Sacramento CA, San Leandro CA, Los Angeles CA (Downey),

Boise ID, Austin TX , Seattle WA (Kent), Des Moines IA (Urbandale), and Birmingham AL (Pelham).

Interstate Plastics has two machining facilities in Portland OR and Fort Payne AL.

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When a Customer Asks How to Use the Cart While Shopping

for Products

As a plastics distributor that strives to deliver superior customer service, it’s imperative for our sales

staff to be aware of where the customer is in the ordering process and provide them with assistance

when needed. Because it’s common for our customers to become confused while shopping, we’ve

provided a quick guide so you can know where they’re at, see what they see when ordering and, most

importantly, guide them through the ordering process.

When a customer calls and displays confusion regarding the check-out process, offer them these simple

instructions:

1. Once your customer has chosen a material, they’ll input the desired dimensions (width, height and

thickness).

2. Then they’ll click “recalculate price.” IMPORTANT: even if your customer is ordering standard

dimensions of a material, always make sure they recalculate the price. Customers often forget this

feature and end up with something other than what they intended to order.

3. Then they’ll click “add to cart.”

4. Once the material is in their cart, they’ll input a shipping zip code: this helps determine shipping

costs.

5. They’ll be asked if their product is being shipped to a residential address. Help them here. (Most

customers will be shipping to a residential address, which is defined as any destination where a

forklift isn’t present.)

6. They’ll click “calculate shipping.”

7. Finally, they’ll add all of their credit card and shipping information, and click “secure checkout.”

8. At the end of their order they’ll receive an order confirmation.

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An Introduction to Phones Procedures and Shoretel

One of your first responsibilities will be handling incoming phone calls from customers looking to place an order or to check on existing orders. When we answer a call, we own it. It is your responsibility to make sure the customer is sent to the right place. If a customer asks for a specific representative, you can use the Shoretel application to locate extensions, transfer and park (hold) calls. The following is a brief summary of the different aspects of Interstate Plastics' Shoretel system with helpful hints and commonly used functions.

Shoretel Symbols:

View Meaning

Incoming Call - A call is ringing on this person’s line.

Zero Calls - No calls are parked (on hold), incoming or outgoing.

Parked/On Hold Calls - A call is being held on the line.

Multiple Calls - The down arrow will display when two or more calls are parked (on hold).

On a Call - This person is currently on the line with someone.

Caller ID

When a call comes in through 888-768-5759 or your personal extension, a caller ID description will

display under all of your co-worker's names. Shoretel is showing every co-worker who has the ability to

answer that call. In this example everyone except Chris Isar has the ability to answer the incoming call:

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Dialing Out

You must press "9" followed by "1" followed by the phone number to dial outside of the branch.

How to Transfer a Call

1. Press transfer.

2. Input the extension.

3. Press transfer again.

4. The call is then permanently transferred.

"YOU SHOULD ONLY TRANSFER IF YOU HAVE PERMISSION FROM THE PERSON

RECEIVING THE CALL. WE ALWAYS ANNOUNCE CALLS. THE ONLY TIME YOU

WOULDN’T IS IF THE PERSON ALREADY KNOWS THE CALL IS COMING I.E. YOU

TALKED TO THEM IN PERSON."

How to Park a Call

1. Press Park.

2. Input the extension.

3. Press park once more.

4. The call is then temporarily transferred.

"THE CALL WILL RETURN IN 30-40 SECONDS IF SALES REPRESENTATIVE

DOES NOT PICK UP. NEVER PARK A CALL MORE THAN TWO TIMES

WITHOUT ASKING THE CUSTOMER IF THEY WISH TO CONTINUE TO HOLD

OR IF THEY WOULD LIKE TO LEAVE A MESSAGE."

Announcing a Call

1. Press transfer.

2. Input the extension.

3. Press more.

4. Press intercom.

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Say the person's name and wait for a response. Usually response is “Yes” “No” or “Park”.

If they say “Yes”: Press Yes and hang up.

If they say “No”: Press Cancel. Press Transfer. Input another representative's extension. Press

more. Press intercom. Proceed with same process.

If they say “Park”: Press cancel. Press Park. Input extension. Press Park. The call will return in 30-

40 seconds if sales representative does not pick up,

Keywords for Incoming Calls

In some cases a keyword will be displayed in Shoretel when a customer calls in. These keywords are

used to qualify calls based on materials. This occurs when customers are searching online using specific

material words and call in using a designated phone number associated with a keyword.

Common Keywords: Keyword Syspro Code Description

5 K5 Lexan

6 K6 PVC

7 K7 Acrylic

9 K9 ABS

11 X1 Polycarbonate

“PLEASE NOTE THIS LIST IS SUBJECT TO CHANGE. YOU SHOULD PRINT

OUT YOUR OWN CHEAT SHEET AS A REFERENCE BY YOUR PHONE.”

The following box will display in the bottom right corner of your computer screen.

“ONCE YOU PICK UP THE PHONE THE BOX DISAPPEARS.

YOU MUST CATCH THE KEYWORD IMMEDIATELY!”

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Stating your Keyword

When transferring a call to a Sales Representative, make sure you state the Keyword (if applicable). It is

your job to inform them of the keyword because they will not be able to see it themselves.

“IF YOU DON’T CATCH KEYWORDS IN TIME, YOU HAVE TO LOOK IT UP. MAKE IT

A HABIT WHEN ANSWERING CALLS TO ALWAYS CHECK FOR A KEYWORD.”

Order Entry:

Whenever you are entering an order in Syspro, you must make sure to fill in the “Order Type”

field. This field is in the “Order Header” portion of your Syspro window. You will fill this in with

a Keyword Code.

“YOU WILL ALWAYS ENTER A CODE HERE, EVEN IF THE ORDER IS NOT

ASSOCIATED WITH A KEYWORD. NK WILL BE USED THERE IS NO KEYWORD.”

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There is a complete list of keyword codes in Syspro. You can also use the magnifying glass to

the right of the field (orange arrow) in order to find the correct keyword code.

Syspro Codes:

The codes in Syspro are alphabetized and therefore not all of the keyword codes will be listed

consecutively. You may have to go to the next page. Please see Picture below:

Note: There are additional codes listed that will not be used for Keyword purposes.

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Transfering (Pulling) Parked Calls to Your Extension

View

Description

In the example, this drop down list appears when you click on the down arrow next to Randy's name. All calls parked on the chosen line are displayed. Clicking on one of the extentions from the dropdown will transfer that call to your extension.

You can also hover your cursor over a name in Shoretel to see a representative's extension, name of the rep asigned to the extension, and all calls on the line.

Helpful Shoretel Hints

"ALWAYS USE YOUR SHORETEL ICONS TO HANDLE CALLS MORE EFFICIENTLY.

IT IS A TOOL TO HELP YOU!"

Extension Look Up: By typing in the start of a person’s name in the space depicted below, you can view their extension and other contact information.

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Calling Out: Double clicking on a name in Shoretel will allow you to speed dial that person's number automatically. This can be done before or after the phone is picked up.

View Change: Changing your Shoretel view to fit your personal preference is done through the following steps:

1. Click on the orange Shoretel “S” in the top left corner of the application.

2. Go to “View”

3. Choose a docking position

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Handling Customer Calls The following phone procedures will help in assisting you how to answer customer calls and what to say.

Following these procedures are vital to maintaining a consistent positive image of our customer service

and professionalism.

You will answer calls from a variety of customers with questions regarding sales and purchasing,

customer service issues, knowledge based (application) questions, and time wasters.

We want to qualify which call is which to better manage our time. The less time a sales representative

spends dealing with issues that our customer service and administrative team can handle, the more time

they have to sell and the more efficient and profitable we become.

"YOU ALMOST NEVER SAY “NO” TO A SALE. THAT IS THE JOB OF THE SALES

REPRESENTATIVE. IF YOU HAVE THE KNOWLEDGE, ANSWER THE QUESTION.

IF YOU DON’T HAVE THE ANSWER, GET THE CALL TO A REPRESENTATIVE WHO

DOES. "

Directing Customers to the Appropriate Representative

Simple Customer Issues, examples including customers requesting tracking information or updates on

their orders, can be answered by the level one administrative team.

If there is an issue with an order, we want the person who wrote up the order to handle it. Always ask if

the customer knows who he or she dealt with. If you need to you can always call the customer back

after finding out.

Knowledge based questions include questions like product specifications and applications. If you know

the answer, answer the question. But do not give false information or guesses. We do not want to be

spreading misinformation to our customers which could cost us customers and bad press. Find the

representative who knows the answer, even if you have to take down the customer's information and

call them back.

Try to stop time wasters in their tracks. Get them off the phone as soon as possible. These include

requests for services we do not offer, or customers we simply do not have the ability to help. Refer to

the Level Two Sales Guide for more detailed training on qualifying time wasters.

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Answering a Call

ALWAYS START: "HELLO, INTERSTATE PLASTICS, [YOUR FIRST NAME]

SPEAKING. HOW MAY I DIRECT YOUR CALL?"

Oversized Sheets: Qualifying Acrylic and Polycarbonate Table Top Orders

(SAY) ARE YOU LOOKING

FOR SOMETHING OVER

2X4(24x48in)?

YES

No

(Send to E-

commerce

salesperson)

(SAY) The only good way I have

to ship that is on a pallet, which

is APPRX 200 for shipping alone

THAT’S FINE

(Send to E-

commerce

salesperson) WHY SO

EXPENSIVE?

(SAY) UPS wont take it and

that’s what trailer trucks

charge us.

TO

EXPENSIVE

(SAY) Sorry we

couldn’t help

you this time

NO PROBLEM

(Send to E-

commerce

salesperson)

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Sales Calls and Requests for Quotes (RFQs)

(Ask) Have you purchased with us before?

o Yes. (Ask) Who do you normally work with?

Transfer to the appropriate Salesperson.

o No. (Transfer to an Ecommerce salesperson)

(Ask) Have you

purchased with us

before?

Transfer to

E-Commerce

salesperson

Yes No

If out of Internet Branch

Transfer to the appropriate

salesperson or take message

if not there

Ecommerce Branch,

Transfer to the

Appropriate

Salesperson.

(Ask) Who do you

normally work

with?

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Customer Service Issues

(Ask) Is this in regards to an

order you have already placed

or one you would like to place?

Order I have already

placed.

(Ask) Did you place the

order over the phone or

on the Internet?

Over the Phone.

(Ask) Do you

remember the name

of the sales person

you spoke with?

The Internet.

(Ask) Do you have

a sales order

number or an

order ID?

Yes.

(Look up order and

transfer to the

appropriate

representative.)

No, I do not

remember.

(Ask) Do you have a

sales order number?

No

(Ask) When did you place

the order?

(Search orders on that date.

If found, see if it was

processed and if so transfer

to the appropriate

representative. If the order is

not processed, let them

know the status.)

No

Order I would like to

place.

(Transfer the call to a E-

Commerce salesperson.)

Yes, I remember.

Transfer the call to

the appropriate

salesperson.

Yes.

Look up their

order

number and

transfer the

call to the

appropriate

sales person.

(Ask) When did you make the

order? What was the phone

number you used when making the

order? Where was material being

sent (Company, Name, Address)?

(You will need to search for

customer in Syspro. Tell them you

will call them back unless you can

locate their order immediately.)

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(Ask) Is this in regards to an order you have already placed or one you would like to place?

o Order I would like to place.

Transfer the call to an Ecommerce salesperson.

o Order I have already placed.

(Ask) Did you place the order over the phone or on the Internet?

Over the Phone.

(Ask) Do you remember the name of the sales person you spoke with?

o Yes, I remember.

Transfer the call to the appropriate salesperson.

o No, I do not remember.

(Ask) Do you have a sales order number?

Yes.

Look up their order number and transfer the call to the

appropriate sales person.

No.

(Ask) When did you make the order? What was the

phone number you used when making the order?

Where was material being sent (Company, Name,

Address)? You will need to search for customer in

Syspro. Tell them you will call them back unless you can

locate their order immediately.

Over the Internet.

(Ask) Do you have a sales order number or an order ID?

o Yes.

Look up order and transfer to the appropriate representative.

o No.

(Ask) When did you place the order? Search orders on that date.

If found, see if it was processed and if so transfer to the

appropriate representative. If the order is not processed, let

them know the status.

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Tracking Number or Order Status Requested

(Ask) Do you have a sales order

number or an order ID?

Yes.

Look up the order. Give the customer tracking

information. If no tracking information is

available, transfer them to salesperson who

processed order.

(Ask) Did you

place the order

over the phone or

on the Internet?

no

The

Phone.

(Ask) When did you make the order? What was the

phone number you used when making the order?

Where was material being sent (Company, Name, &

Address)?

You will need to search for customer in Syspro. Tell

them you will call them back unless you can locate

their order immediately.

The

internet.

(Ask) When did you place the order?

(Look up on online orders for that date.

If found, see if it was processed. Give the

customer their tracking information. If

no tracking information is available,

transfer them to salesperson that

processed order. If the order has not

been processed, let the customer know.)

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(Ask) Do you have a sales order number or an order ID?

o Yes.

Look up the order. Give the customer tracking information. If no tracking information is

available, transfer them to salesperson who processed order.

o No.

(Ask) Did you place the order over the phone or on the Internet?

Over the Phone.

(Ask) When did you make the order? What was the phone number you used

when making the order? Where was material being sent (Company, Name,

Address)? You will need to search for customer in Syspro. Tell them you will

call them back unless you can locate their order immediately.

Over the internet.

(Ask) When did you place the order? Look up on online orders for that date. If

found, see if it was processed give the customer their tracking information. If no

tracking information is available, transfer them to salesperson that processed

order. If the order has not been processed, let the customer know.

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Customer: "I Have a Question" – "I Don’t Know" - "I’m Not Sure"

If you know the answer, answer with the appropriate knowledge.

(Ask) What

is your

Question?

If you know the answer,

answer with the

appropriate knowledge.

Pricing or If you do not

know the answer, (say)

"Let me get you over to a

sales rep that knows

more about your

question." Transfer the

call to an E-Commerce

salesperson.

(Ask) Do you have a question

about Material, pricing or a

specific order?

material

Order

Pricing

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If you do not know the answer, say "Let me get you over to a sales rep that knows more about

your question." Transfer the call to an Ecommerce salesperson.

Ambiguous Calls Solicitations: There may be a few ambiguous calls or solicitations that need to be dealt with. Solicitations should be pushed away unless a specific employee is requested. If so, transfer to that representative. Freight Companies Freight companies wanting to become shippers for us should be pushed away. We have our own trucks. If you are having trouble getting them off the phone, pretend to take down the message and disregard. Employment Verification Take down a message and send it to Wendy in Human Resources. Accounting/Accounts Receivable Requests and Questions Make sure it is not an invoice request as the Ecommerce department can handle this call. If they need accounting give the call to Katherine, Sholanda or Nadine.

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Syspro Sales Order Queries

Sales order queries are a way to search a sales orders without going into the actual order. When you

search for an order in maintenance, you are assigning your name to that order as the last person who

made changes. If a sales order is closed you can only view it through a S/O query.

There are multiple ways to pull up an order. The easiest way is by inputting the sales order number

generated by Syspro in the sales order field. (Orange Arrow) You can search by Customer P/O by going

to the sequence tab and choosing customer purchase order. (Green Arrow) If you know the full

Customer P/O, you can enter it in the Customer P/O field. (Blue Arrow)

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As is often the case with Internet orders, we input the Order ID of each web order or the phone number

in the Customer P/O field when entering orders. If all you have is one of the aforementioned, you can

do a search by going to the Magnify Glass (orange arrow) Icon.

This will bring up a new window. You can add the order id or phone number (without dashes or spaces)

in the Start At (yellow arrow) field then press enter or click the start at (yellow arrow).

Your order should now be highlighted (green arrow). You can double click the line to pull up the order.

If you are not finding your order you can either page over (gray arrow) or you can click the Binocular

icon (red arrow) to do a more detailed search with any other information you might have.

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When an order is pulled up, you will have access to the following information:

If there is a Tracking Number input into the order you can click the PLAY button. This will take you

directly to the UPS website w/ the tracking information associated with this order. If there are multiple

tracking numbers you will have to choose which one you want to look up.

Contact, Status, Salesperson, Phone Number, Email, Dates Ordered & Shippped, Freight, FOB (Freight-on-Board).

Material Ordered, Quantity, Pricing, Deposit & Tracking Information.

Stock or Non-Stock Information, Associated Jobs Number & Purchase Order.

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Syspro Inventory Queries

The following is a breakdown of some key areas when looking at different tabs in an inventory query.

These will help you understand where material is physically located in its movements through sales

orders, purchase orders, allocations, and free material to choose from.

Searching Inventory

If you know what stock code you are looking up, you can just input it into the Stock Code (orange arrow)

field.

If you do not know the full code you can type in a partial stock code and then click the Magnifying glass

icon. This will bring up a new window with inventory that starts with what you typed (yellow arrow).

You will need to page through (purple arrow) to find your correct size. Once you have found the size you

are looking for, double click on the line (red arrow) and it will pull up that particular size material.

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Queries Within a Query

Each pane in the inventory query has multiple fields to create a new sub-query regarding the material

you selected. In the Distribution & Production panes, there are several queries that you can choose

from. When you click on the Show text for a particular query, a window will pop up and list any open

orders, P/Os and jobs. (red arrow)

You may also hover your curser over certain areas and an icon ( ) will appear. When you click on

the icon, a menu will appear that allows you to pull up any of the other queries in Syspro.

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The Value Tab

The Warehouse Values tab shows you quantities of material. Be sure to click on the line you are

interested in querying, so that you get the information that pertains to that particular warehouse.

The following is a breakdown of what each quantity means:

On Hand: (Material is in the system)

Available: (Actual quantity that can be allocated)

Allocated to s/o: (Quantity allocated to the sales orders)

Allocated to WIP: (Quantity allocated to a job)

On Order: (Quantity being purchased)

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History Tab

You can see how much a warehouse has sold monthly and estimate their need for the following month.

This enables you to ask if a warehouse is going to order more.

Movement Tab

To be able to see all warehouses you will need to click on the Rows field and switch it to ALL. (red arrow)

A good portion of what you are looking for will be seen in the Movement Tab. Much of it is self

explanatory: each line is a certain type of inventory movement. The TRN Type column (yellow arrow)

shows the following types of movements:

ISS (Issue): Stands for material

allocated to a Job

INV (Invoice): Stands for material sold on

a sales order

ADJ (Adjustment): stands for material that was inventory

adjusted

REC (Received): stands for material

coming in on a purchase order

TRA (Transfer): stands for material

moving from warehouse to

warhouse

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Understanding movement helps you understand where material actually is. By reading inventory query

correctly you can judge whether you can pull material that’s free or if it is allocated to a sale that is

further down the road and can be reordered before that sale.

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Inventory Frequently Asked Questions

Can I get an overview of the process of "Inventory"?

Inventory is looking at the movement of material through outside fabrication, SCT, sales orders (S/O) &

purchase orders (P/O). PO approvals are done during the current day, however if anything was ordered

without their approval, they will be checking for approval on the reports. If material is coming in for

stock, Inventory is going to assess whether to approve or adjust the amount ordered. Syspro Inventory

Maintenance & Stock Code adjustments are done throughout the day.

How do I circumvent or if possible adjust falsely allocated materials for dead jobs & orders?

Often times Inventory is not aware of stock issues until it is brought to their attention. If a physical check

comes up with no available material, email “P.O.” with the stock code and that there is a discrepancy.

Then go ahead and order new material or get it from a different warehouse. If you see that material is

allocated to a very old job, bring it to the attention of Inventory and they can release it if it is out dated.

They may need to research it first, to make sure it is no longer viable.

How do I better source sales orders and material though Inventory query?

Finding orders can be seen if the order is still open by looking at the sales order query within Inventory

query. You can tell what job it is allocated to. When looking at the movement tab, you can see any

order that is associated with that material by seeing if it is an INV under TrType. A sales order will be

listed on that same line. You will also be able to identify date, along with Customer PO and Salesperson.

You can query any of those areas as well if you want to pull up that order.

How do I tell if other warehouses have open PO’s that we can apply orders to if needed?

P.O. Query in Inventory query shows all open PO’s and if they are older or new.

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How do jobs affect inventory?

Allocation query & WIP Query show you open Jobs for the material. Depending on how the job was

created will determine which of these two queries it is under. So it is good to check both. These effect

inventories if they are not being closed. Since material is allocated to that Job number it affects

inventory available. There are ways you can adjust quantities allocated to jobs in Job Kit/issue, so that

you don’t have to cancel a job that you didn’t allocate the correct amount to or if adding to the job.

To what extent can we resolve our own issues?

Issues or inconsistencies can be caused in 3 different areas: warehouse, sales, & accounting. You have

some control over your area but you will need to contact Inventory control to help get things straight

that you can’t. Knowing what you are looking at in inventory query will let you know information fairly

fast. Just like the rest of Syspro, we don’t use everything there is. It is a good idea to set up the tabs and

move them so you can see the most relevant information. Remember to File-Save to keep it saved

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The following are screen shots of how to best set up your tabs:

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Syspro Sales Order Entry

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Part 1: Data Entry

"ALL SYSPRO ENTRIES MUST BE ENTERED IN ALL CAPS!"

1. Customer Entry Formula:

Enter the Letter “I” for Internet + State Abbreviation + COM

For example: ITXCOM, ICACOM, etc. (Exception: ISOCAL is used for Southern California)

2. Contact:

Enter the shipping contact name, first and last.

3. Customer Purchase Order:

Enter the order ID followed by the company name. If there is no company name, enter the contact

name.

For example: W1100555 INTERSTATE PLASTICS

4. Salesperson:

Syspro initials of the person entering the order. Every admin and salesperson is assigned Syspro initials.

5. Email & Phone:

Input if customer provided the information.

6. FOB (Freight on Board) Point:

Where the material is being pulled and shipped from. (i.e. one of our branches)

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7. Ship Via:

Customer’s shipping preference.

11—UPS Ground

41—Truck

MA—US Mail

10 UPS Ground Collect (This is only added if the customer provides their UPS Account #)

8. Customer UPS Account Number:

The number is based on which warehouse gets credit for the order. (If customer provides their own account number, Ship Via will need to be designated by the customer (1 day, 2 day, Ground UPS Collect, etc.)

9. Order Branch:

Warehouse number entered based on what territory material is being ship to. Usually this field is pre-populated but must be changed if out of date. Enter the correct warehouse that will be receiving credit.

10. Deciding Who Gets Credit

If an order is in a branch’s territory, then that branch receives credit. If the order is in an open territory, then the warehouse that ships it out gets credit. Therefore FOB point, customer UPS account spot and order branch will match.

11. Order Date & Ship to Date:

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Order date stays same as the date you enter. Ship dates are always 2 to 3 days out, allowing for cutting time. Dates should be work days only, no weekends or holidays.

12. Ship to Address:

Line 1: Company Name if provided. Line 2: Ship to Contact if company name is provided. Line 3: Address. (use an additional line if address is too long) Line 4: For report reasons this line must always be City, State Abbreviation. (no period after)

Input the zip code into the zip code field and press enter.

There are additional codes listed that will not be used for Keyword purposes.

Part 2: Order Lines

You are now in the Order Line pane.

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The default warehouse will be “A1” for Sacramento.

Stock Code:

To allocate tube, rod or sheet manually, change field “warehouse” to match the location you are pulling from once you know inventory. Enter the stock code, quantity & price. Save and choose the bin you are pulling from.

Stock Code in MYS:

To allocate a standard sheet that needs to be cut, you will need to allocate through MYS. In the stock code line enter a period “.”

Press TAB 2 times to bring up “Order Quantity” — The number of sheets or the number of feet for a tube or rod. Input this information and press enter.

Disregard the window that pops up—unless you are making a purchase order or creating a fabrication job.

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Click the save button:

A small window will pop up: “Order price zero, continue?” click OK

Another window will pop up: “Okay to add this line?” click OK

Select the material you would like to allocate. — (for example, “sheet”)

The MYS Sheet Optimizer will come up.

Under “Options” change the tolerance for “sheets”. The default is .030; change this to .125 for all unless customer specifies a tolerance we can accommodate.

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Type: Type first three letters of stock code.

Ex: ACRCLEP—tab

Description: Type the rest of the description.

Ex: ACRCLEP—tab

Shape: Enter SH for sheet, TR for tube or RR for rod (ABS and KYDEX sheets are entered as ST (Sheet Texture))

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Press TAB

Sheets: enter thickness, width and length dimensions in inches

**We almost never use The MYS Optimizer for tubes or rods. Since we normally sell them by the foo, there is no need for a cut job. If you needed a cut job, you would enter the following:

Tubes: enter inside diameter, outside diameter and standard length in inches. Quantity is in feet.

Rod: enter diameter, and standard length in inches. Quantity is in feet.

Price Field:

Enter the price at bottom right corner and click Refresh.

Selecting Material:

Once the available material comes up, select a warehouse to allocate the material. Try to select material from the warehouse closest to the shipping address.

Verify quantity and shipping method:

Click SELECT (not Quick Select) – Syspro will generate a cut job if the material needs to be cut to size.

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Example: 00162545

If material doesn’t need to be cut, it will be placed on the sales order automatically. It’s a good idea to pull from a larger piece than you need.

Select the job line (If you are printing the cut job now select “Print now” and choose the warehouse being pulled from, otherwise you can wait to print when you print the warehouse order) and add material

If no material is available:

First see if there is an equivalent, or look for a similar material the customer can use; if not, check to see if material can be purchased from a vendor or is coming in on a PO.

Example: alternative colors, size, similar material, etc.

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Write the warehouse location and sales order number in the top right hand corner of the order

Underneath write the order date and estimated shipping date

Additional Line Items

Freight:

Click “Freight” at the bottom of the Order Line small window.

Enter NT ( Non Taxable) — Press TAB

Enter the amount of shipping — Press TAB

Zero out the cost — click the save icon or press enter.

Small Order Fee:

Orders under $50 of an odd size:

Click “Misc Charge”

Type “Small Processing Fee or Small Order Fee”

Amount is $15

Zero out the cost—click the save icon or press enter.

Click the save icon or press enter.

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Make sure that order totals match up.

Order Total on Syspro and Total Charge on the hard copy order must match.

If totals do not match up it is usually due to a tax difference. Edit shipping amount to have numbers match up exactly.

If there is no shipping amount to adjust make comments in notes area for accounting.

To change to Order Maintenance: (to take payment and print sales order)

Click “End Order”—top right corner

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Click “End Order” again when screen pops up

Part 3: Taking Payment and Printing

Click “Function”

Switch to Order Maintenance

Enter the order number and press enter

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Select “Yes” on the box that appears

“REVIEW THE ORDER TO MAKE SURE

ALL INFORMATION WAS ENTERED CORRECTLY.”

Take Payment:

Press Take Payment

The cash drawer will pop up if this is the first time you have taken payment this session. Click “OK,” and then you’ll see a warning that the cash drawer is in use. Click “OK.”

Then the Payment window will pop up or will pop if you have taken payment at least once during the session.

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Click on “Deposits” then enter the following:

Payment Code—INT = internet payment, CCARD = payment with a credit card—tab. Credit card payments are the exception, since all cart orders are paid for.

Deposit Amount—Input total Charge

Deposit Comment—INTERNET PAYMENT (This can be abbreviated i.e. INT PMT—tab. This is not needed for credit card payments.

Reference—sales order number-tab o if Internet Payment, press enter

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o if Credit Card payment, enter credit card number, expiration month and year, and security code, then press ENTER

Print screen will appear, Do Not Print. Syspro will not let you cancel out of print screen. You will need to press Print and then Close from the Print Preview Screen.

Close out the deposit and payment screens. Syspro will close out Order.

Printing Cut Jobs:

You will need to return to the order by pressing enter if the correct S/O# is there, or input the S/O# you need and press enter.

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If you have not yet printed the cut job:

Press F8

Select MYS Cut List in the window that appears

Click “Process” o Enter cut job number and press OK

o Print cut job to appropriate printer—Cut jobs Never print to an OKIDATA printer:

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Sacramento—Sacramento Konica-Minolta San Leandro—San Leandro Syspro Boise—Boise Copy Machine Ausitn—Austin Copier Kent—Seattle Bizhub Pelham—Birmingham Syspro Downey—Downey Savin Des Moines—Des Moines Copy Fort Payne—Fort Payne Copy PMC—Portland Copy

Once printed, exit print preview, go back into the order, and click “end order.”

Printing an Order:

Change Document Format to “8”— Dot Matrix Format.

Select "Print Document" and send it to the appropriate printer:

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o Sacramento — Sacramento Oki Data o San Leandro — San Leandro Oki Data o Boise — Boise Oki Data o Austin — Austin Oki Data o Kent — Kent Oki Data o Pelham — Pelham Oki Data o Downey — Downey Oki Data o Des Moines — Des Moines Oki Data o Fort Payne — Fort Payne Oki Data o PMC — Portland Syspro (PMC does not have a Dot Matrix Printer-Print in format “0”)

When a preview pops up, click on printer icon.

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A window will pop up asking if you want to print again—if you are sending to more than one warehouse, select yes. If not select no.

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The Shipping Process and Printing Labels for US Mail

Log on to United States Postal Service website. Go to print labels with postage / Create Label.

Mark to receive tracking.

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Input customer address & REF# which is the Sales Order number.

Choose shipping date. Choose the flat rate or weighted pkg. option. (Usually flat rate.)

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Enter the cost of material and choose “Priority Mail.”

View services and choose the size of the package.

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Click the add to cart button. If insurance is charged for packages over $50, remove the charge.

Verify the shipping address and service and click the "NEXT: Billing Information" button.

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Enter payment info and press the "NEXT: Pay and Print" button.

Now print the labels.

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Amazon Fulfillment Process:

Log on to Amazon Seller Central: https://sellercentral.amazon.com

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Go to manage orders. Print two packing slips for each new order: One for the package and one for our

records.

Input the order into Syspro under Customer ID “IAMAZO.” Input the info just like normal order. The

customer PO is the Amazon Order ID. Change the warehouse field to 10 for internet; ship “MA” for mail

with an Ecommerce UPS account number. Pull from J1 inventory. Do not take payment. Print the order

and mark it pink with the appropriate amount, initial & date. Staple the yellow sheet to our copy of the

packing slip & file. Place the packing slip & any marketing in the customer’s package.

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Purchase Postage through Amazon:

Choose the date & weight (use suggested weight) and press Continue.

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Choose the appropriate package size. Press Continue.

Choose “buy shipping & confirm shipment.”

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Print the label. Tape the label to the customer’s package and it is ready to be sent out.

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Product Warnings and Tips!

Magnetic Photo Frames:

Please check all magnets to ensure they are securely in place. If any are removed, super-glue the magnet

with just a slight amount and wipe away any excess glue *(make sure you do not remove the protective

paper masking until after gluing).

Once glue is dry, remove protective paper, wipe down with a cloth & seal the magnetic frame in a plastic

bag.

Coin Stands & Holders

Wipe down with a cloth. Place rubber tabs/stickies on the bottom of each corner. Seal the stand in a

suitable plastic bag before sending out.

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Creating Purchase Orders (POs)

Why Create a PO?

These are used to order material from a vendor due to insufficient stock in our warehouses.

You can either order material and have it shipped into an IP warehouse or drop ship the material to the

customer directly from the vendor.

Note: The warehouse code on the Sales Order and the Purchase Order changes depending on the

method of shipment to the customer. The letter is always who gets credit (either due to territories or

FOB point if it’s an open order). The number tells you how it is being shipped.

Example: The letter for Sacramento is “A”

If… The code is…

You are bringing material into our Sacramento Warehouse, then Sacramento is shipping material to the customer.

A1

You are having your vendor drop ship the material straight to your customer. (Material never comes into an IP warehouse.)

A2

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Creating PO’s:

Once you have started creating a sales order (which follows the same procedures), you can create a PO

by adding a line item and continuing with the following steps.

1.) Change your warehouse code to the appropriate option.

2.) Add your stock code and quantity by tabbing down and entering in the correct data.

3.) After entering in quantity and clicking the tab button the following picture will display. Make sure

to click “Purchase Order” then close. (Normally you just click close.)

4.) Enter in your price and click “enter” to add the line item. Click “OK” to add the line item. Now a

“Create Purchase Order” window will appear.

Note: The price on the Sales Order is the price the CUSTOMER paid for the material, but the price

on the PO is our cost to buy the material from the vendor.

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Now that your PO window opened, you can start creating your personalized PO. There are fields you will

not use. Start from the top and work your way down by the “tab” button. Follow these steps:

1.) Choose your Vendor Find your vendor code using the magnifying glass and searching the name.

2.) Change your Dates The first is the date you create the PO. The second is the due date for the vendor.

3.) Add Buyer This field is for your name initials.

4.) Shipping Instructions List out the method, speed, and account number if applicable. Example: Ship UPS Ground on 6950XV

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5.) Check Warehouse Code Is the letter/number correct?

6.) Delivery Address You can change the shipping address either by typing it in or clicking “select” to copy the one in the SO.

7.) Edit PO Line Item

After clicking “enter” on your keyboard you will be able to edit your line item. Change the quantity and price (our cost). Click “enter” to add the line.

8.) Click “Create PO” Once your information/line item(s) are all correct, click “Create PO,” “yes,” then “close”

Note: Make sure you write down your PO# before you click “Close.”

Click

to

Save

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9.) Say "YES" to the Create Purchase Order prompt.

10.) Write down your PO# & click “close”.

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Finishing Touches and Checking Your Work:

Now that you have created your PO, you must remember to go back and add any missing items in the

Sales Order and the PO.

Things to think about and check:

Reference your PO number in your Sales Order Comments (add in the line item section of the sales

order) and your Sales Order number in your PO comments. (i.e. “Goes with PO#...” “Goes with SO#...” --

See the example below.)

To go back and edit your PO, use the following steps:

1.) Click on the line item in the Sales Order that is on the PO.

2.) Follow the line all the way to the right and click on “Order Line Details.”

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3.) Scroll down the Order Line Details until you see “Purchase Order #####”

4.) Left click the PO# and select “Order Maintenance”

You are now back in your PO. Double check everything is correct and add your comment (Same as in a

Sales Order).

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There Are Two Ways to Create a PO

1.) The previous steps link a SO to a PO, and can be accessed through “Order Line Details” in the SO.

2.) Starting a PO from scratch by the following steps:

Click “F8”

Select “P/Order Entry”

Create your PO using the same steps as above.

Note: You can also access any created PO by clicking on the same P/Entry icon, changing your function

to “Maintenance” and typing in the PO number.

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Adding to an Existing PO:

If you are looking to add an additional line item on a PO, go into your “Create a PO” Window as normal

but click “Add to Existing PO” and type in the PO#. Then press “enter.”

Note: this box is down in your Line Item section of the PO.

PO Shipping Comments:

In the “Shipping Instructions” field of your PO, you are to write how the item is to be shipped. Here are a

few examples:

Comment Description

SHIP IP CONSOL 6/17 Material is shipping from the manufacturer to an IP warehouse on a consolidated (preplanned, reoccurring) IP shipment. Note: the date is the day the shipment is scheduled to leave the vendor.

SHIP UPS GROUND A93V64 Manufacturer/vendor is shipping material EITHER to an IP warehouse (non-consol) or directly to the customer. They use one of our account codes.

SHIP IP ESTES Manufacturer/vendor is shipping either to an IP warehouse or customer but the shipment is going Freight Truck. Pick the company (i.e. Estes, Conway, etc.)

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PO Logic:

When writing POs and ordering material, it is imperative to do so in a way that does not lose the

company money and makes the customer happy. You should always have 3 goals in mind:

Find the material for the cheapest cost (higher margin)

Make the customer happy by getting them their material as fast as possible

Know when to compromise between the above two points

For example:

1.) The customer is not in a hurry so we can get cheaper material from a vendor that has a longer lead

time.

2.) The customer is in a hurry so we get material that can be drop shipped, even if it is not the cheapest

vendor.

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Printing POs:

Sales Order PO

Drop Ships: Print to Sacramento Printer (okidata) then attach a copy of the PO & put paperwork in designated area.

Print two copies: 1.) Attach to cart order 2.) Attach to sales order

Email: To the vendor contact and “PO” group, making sure to attach the packing slip to the email.

Bringing material into a warehouse:

Print to the warehouse that the material is being shipped to.

Print one copy to attach to the cart order. Email the vendor contact and “PO” group, as well as the warehouse material is being shipped to. (No packing slip.)

Confirmations:

Orders that have POs must also have a confirmation from the vendor before the cart order goes in the

correct box. When emailing the PO to the vendor, ask for an email confirmation that it was received.

You need a total of two confirmations:

1.) One from the Warehouse

2.) One from the Vendor

Note: When you are pulling line item(s) from a warehouse AND have to order line item(s), you must

create more than one sales order. This is a spilt order. POs always have their own Sales Orders.

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Issues and Replacements

Cancellations/Refunds:

How we deal with cancelations or refunds depends on where the order is in the process.

Pre-Shipment Cancellation:

1. Pre-Cut

a. If customer cancels before material has been cut, a full refund can be processed and no

credit should be needed.

2. Cut Custom/Optimal ( Optimal for sheets: 12x12", 12x24", 24x48", 48x96" and 48x120" for

tubes: 4', 5', 8', 10' and 12')

a. If customer cancels after material is cut. A refund can be applied if the cut is an optimal

cut. If it is a custom cut a restocking fee can be applied to the cancellation. No credit is

needed

Post-Shipment Cancellation

1. Pre-Delivery

a. If customer cancels before material has been delivered. A return to sender is issued. A

refund of the material can be applied with a restocking fee. Shipping cost can not be

refunded. Refund will not be processed until material has been received. A credit will be

needed with an RMA.

b. If material is custom cut. We will not issue a return to sender. All sales are final and no

refund will be processed.

2. Post-Delivery

a. If customer wants to return material that is an optimal cut, it is the customer’s

responsibility to ship it back. A restocking fee is applied and refund is for material only.

Refund will not be processed until material has been received. A credit will be needed

with an RMA.

b. If customer wants to return material that is custom cut or returns it without

authorization, all sales are final and we will not issue a refund. We can work with them

on a new order if they would like to reorder.

3. Non-Returned Refund

a. If customer wants a refund and is not returning material based on customer service

approval, a refund for material only can be applied. A credit will be needed but no RMA

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Mistakes:

How we deal with issues or refunds has a lot to do with who is at fault. It will usually fall into three areas

OUR COMPANY’S MISTAKE

o Replacement: We will replace the order at our cost and depending on the material and size

we will pay for the return of material

o Refund: We will pay for the return of the material and refund them material cost. Refunding

Shipping depends on situation

CUSTOMERS MISTAKE

o Replacement: Customer is responsible for shipping back any material and will pay a 25%

restocking fee, if material is still useable. They will pay any difference on changes to the

order or charges if a reshipment is needed

o Refund: Customer is responsible for shipping back any material and will pay a 25%

restocking fee, if material is still useable. If material is a custom cut, we will not take it back

and we will not refund. All sales are final on custom cut pieces.

FREIGHT MISTAKE

o Replacement: We will replace the order at our cost & try and recoup the cost from freight

company

o Refund: We will refund the customer the full amount only if we are unable to resend them

the same material & try and recoup cost from the freight company. If same material is

available we will refund them the material cost only & try and recoup shipping cost from

Freight Company.

Replacement Orders

A replacement order is written up just like a normal order except payment is normally not taken and

specific notes are placed on order.

Replacement orders are usually written for the following reasons:

SHORTED: Material was short shipped and material must be sent out to fulfill original order.

Paperwork is resent to warehouse

DOUBLE SHIPPED: Material was double shipped and an order must reflect the additional

material sent. Paperwork is sent only to accounting

WRONG: Happens two ways

o Order was written right but wrong material was sent. Paperwork is resent to warehouse

o Order was written wrong and wrong material was sent. Paperwork is resent to

warehouse

DAMAGED: Material is replacing damaged material. Paperwork is resent to warehouse.

LOST: Material is being sent out for lost shipment. Paperwork is resent to warehouse.

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CHANGE/ADDITION: Customer wants to change or add material for the replacement (Payment

may be taken for any additional cost to customer) Paperwork is resent to warehouse.

RESHIPMENT: Material is returned into inventory and must be reshipped (Reshipment fee may

be assessed) Paperwork is resent to warehouse.

Any time material leaves or returns into inventory from a warehouse, a credit will need to be written in

all of these cases.

Replacement Notes:

Comments: Needed to be placed in all Replacement orders

o THIS IS A REPLACEMENT ORDER FOR ORIGINAL S/O#_______. PLEASE TRANSFER

PAYMENT. A CREDIT IS PENDING

o REASON FOR REPLACEMENT… (Short note not required but helpful)

Returns:

Returns are always dependent on the quality of material, quality of the package, the type of material, or

the type of cut. You must ask yourself certain questions based on each one

Material Quality:

o How damaged is the material?

o Can it be resold?

Package Quality:

o Was the material damaged at time of delivery?

o Was packaged refused at time of delivery?

o What was the condition of the package?

Material Type:

o Is this expensive material?

o Can the material be easily damaged in shipping?

Cut Type:

o Is this a custom cut?

o Is this an optimal size?

o Does the cut allow enough material to be resold?

Photos are important!

Always ask for photos. Any time someone wants to return material, it is wise to ask for pictures of both

material and shipping material. That way you can determine returns based on visual evidence, instead of

just word of mouth. If customer refused to send photos, all fees, refunds or replacements will be

determined when material is physically in our possession.

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The Physical Flow of Paperwork:

All of the internet orders are handled by multiple people and are frequently moved around.

Where they are located primarily depends on the stage of processing they are in. It is common

to need the original internet order form for notes, explanations, etc. Therefore knowing the

flow of paperwork and being able to locate the orders is key.

Above is the general flow of paperwork from entry to filing. Orders that need to be refunded go

up to accounting. These orders can follow a different path.

1.) Cancelled orders (no material is being shipped out) - the customer is to receive a full

refund and the order is entered in Syspro and put in the “Accounting Box.” Write

“Cancelled” as well as “refund $XX.XX” at the top of the internet order. Highlight the

refund amount. Write a very brief reason why the order was cancelled.

2.) Partial refunds (material is being shipped out) - substitutions, tax exempt, out stock

item, etc. go in the “Customer Confirmation & Tracking Box.” Write a very brief reason

why the order was refunded.

Orders that go upstairs to accounting are refunded then brought back downstairs to the

designated filing area.

The Admin’s Desk

Sales order entry, customer contact, order

printing, confirmations

Customer Confirmations &

Tracking Box

email confirmations, order tracking

Designated Filing Area

contains about a weeks worth

of internet orders

Filing Cabinet

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The “To Be Filed” Box

Orders are never put into this box unless they fall into one of the following categories:

1.) The order was pulled from the designated filing area/cabinet and needs to be filed

again.

2.) The order states “Declined” or “No Value Returned” AND the customer has reordered or

could not be reached for credit card information.