Special Attention Details

Here is a summary of the special attention details and actions for managing orders, particularly focusing on handling backorders, delivery requests, and high-value orders:

General Actions for All Orders:

1. Backorders, NLA, Dropship Items:
   • Notify customer and sales rep of ETAs or issues.
   • Offer substitutions if available.
   • Log notes on the order.
2. Order Release Date:
   • Ensure on-time release; consider Express shipping if needed.
3. Special Instructions:
   • Verify DMS instructions for special notes.
   • Confirm delivery readiness before sending to the warehouse.
4. Release/Delivery Date Changes:
   • Sales reps must communicate changes to Traffic Services for KTruck deliveries.
5. Order Notes:
   • Log all updates, communications, and details.

Order Guidelines:

• KTruck Deliveries:
  • Follow general steps.
  • Review special attention notes/order requirements and confirm the same are noted under DMS instructions
  • Communicate release/delivery date changes or temps are needed and any special needs to Traffic Services.
• Orders $5,000.00 and Greater:
  • Confirm delivery readiness.
  • Ensure timely release.
• Orders Less Than $5,000.00:
  • Confirm release date accuracy.
  • Express order may be required depending on shipping criteria and order date.

Future Release Date Orders:

• $5,000.00 and Greater:
  • Confirm delivery readiness and check release date.
• Less Than $5,000.00:
  • Ensure release is on time and add order notes.

Note: Some orders may have a release date due to various center closures (no need to Express this type of order) customer is simply asking to ship after that specific date.

• Ship Complete:
  • Address backorder delays, offer substitutions, notify customers of ETAs.
• Next Day/2nd Day Air:
  • Track and update customers on delays.
  • For Dropship items contact Purchasing to contact vendor for shipping date.
  • If Dropship item cannot be shipped as requested contact customer to provide ETA and verify if customer is willing to wait.
  • Contact Purchasing to notify vendor to update shipment to regular UPS
  • Update PeopleSoft order to regular UPS (only if order cannot ship as requested).
• Priority Orders:
  • Must clear credit hold before 1:00 PM for same-day shipping.

Delivery Requests:

• Deliver "on" or "by" Date:
  • Track and confirm timely release and delivery.
• Deliver "after" Date:
  • Release after the requested date and track accordingly.

Any DMS instructions

• Call before delivery
• Lift gate
• Delivery accepted only on specific dates or times.

Special Attention Notes (examples)

• Shipment to be palletized / shrink wrapped.
• Remove pallets and shrink wrap.
• How to box certain items.
• Narrow street

Confirm instructions were noted under DMS instructions.

Additional Notes for High-Value Orders:

• Always confirm delivery readiness for orders over $5,000.00.
• Document all communications regarding order details, backorders, NLAs and substitutions.

This process ensures efficient handling of orders, clear communication with customers and sales reps, and timely management of deliveries.