Customer Service Manager George Chavira Customer Service Manager

Who is George Chavira? History and Experience Worked in Customer Service for over 20 years Manufacturing and Service Industries Honeywell – 8 years Created manufacturing finance shared services call center Created policies and procedures to streamline processes Coached, trained and managed domestic and international teams of up to 10 members Cox Communications – 6 years Coached, trained and supervised frontline and specialized teams of up to 20 members Developed process and procedures for specialized team Goal Create an Amazing Customer Experience by getting our customers what they need, when they need it and informed through out the journey

Accomplishments Started at Crafco on 05/08/2017 Observed and learned the Domestic Customer Service Roles Identified gaps in policies, procedures, communication and staffing; such as: Staffing Ensure that we have the right people in place The proper head-count Re-assigned Customer Service Representatives to improve effectiveness and efficiency SAP Order Entry Process Order Entry Checklist Drop Ship Process Credit/Rebill Process Open Order Process On-Base Pricing & Availability Process Pre-Buy Process Urgent Shipping Process Customer Touch-Points Manager Escalation Process

Vision Make Customer Service the reason why customers will come, stay or return to Crafco Get our customers what they want, when they want and keep them informed Create Amazing Customer Experiences Increase efficiencies, effectiveness and accuracy Make the life of Sales Reps better by caring for Customers How we will get there Develop Customer Service Business Plan Develop method to capture and measure Customer Satisfaction Continue to improve on our policies, procedures, training and communication

Keeping Customers Informed We have made communication improvements! On Standard Orders customers will receive: Email that we have received and are processing their order Email the Order Confirmation Call from shipping to confirm order details Email that order has shipped, Some customers will also receive tracking information If order did not ship as scheduled, customer will receive a call from Customer Service with new ship date Customer will receive invoice after order has shipped On Non-Standard Orders (Will Advise) Call from Customer Service to update order and ship date 5

How Do We Receive Orders? Email Crafco orders can be sent to customerservice@crafco.com, or to the specific Customer Service Representative PMSI orders can be sent to customerservicepmsi@crafco.com Emailed orders are preferred Order in writing; less errors Fax Phone Call CSR manually completed Order From while on the call

Order Form 7

Customer Order Form Requirements All orders must be completed on the Customer Order Form The form has been updated to provide all information to process an order Allows Customer Service to process an order more efficiently Minimizes errors, corrections and confusion Receiving incomplete or inaccurate information leads to loss of valuable time from all parties including the customer Common Errors on Customer Order Form Actual Date vs. ASAP; and PO Date not same as Required date Ship To Complete Address Plus Shipping vs. “shipping included” or “add shipping” Effective Immediately Incomplete orders submitted by Crafco employee will be returned for completion Incomplete orders submitted by non-employee customers, Customer Service will call customer to complete form

The Customer Experience Goal: deliver product to customer on time Customer Service receives order: If all OK - no issues If Crafco can’t meet requirements, CS responds with options before sending a confirmation, such as: Delivery date can be met if fulfilled from another plant Delivery can be sent if we have delivery date flexibility Delivery can be complete by sending compatible material

The Customer Experience – Lead Times Do NOT use words “Lead Time” The role of customer service is to get the customer “what they need, where they need it and when they need it” Use all of our resources to provide options to our customers The importance of providing an actual delivery date vs “ASAP” NEVER LOSE A CUSTOMER, EVER!

Escalation Process Before escalating, ensure that order form is accurate and complete Ensure Crafco Part Number is accurate Ensure quantity is correct as it relates to the Crafco Part Number and the Unit of Measure Orders must be submitted with QuoteWerks # so that we have pricing and other terms noted Be specific when you want the order shipped. Many orders are displayed as blank, or ASAP. Make sure the shipping terms are explicit. “Plus Shipping” could be misinterpreted as “shipping is included in the price” or “add shipping to invoice” If an order is Tax Exempt, the form/certificate should be included with the order Simply stated an accurate form is processed much quicker through the system, less risk for errors, and greater positive experience you will have, as well as your customers 11

Escalation Process If order form has been submitted completed accurately and your order is still not processed or questions still remain and your Customer Service Agent has not properly addressed the situation, you can now escalate by following the below steps (the escalation process is in place for any situation: sales orders, inquiries not addressed, emails not answered, unsatisfactory responses, etc.) Include “Escalation” on the subject line of the email when the situation is escalated Your customer service agent has not provided a satisfactory response or no response within 2 business hours, the situation can be escalated to the next level (Customer Service Manager – George Chavira)  After the situation has been escalated to the Customer Service Manager and you have not receive a response within 24 business hours the situation can be escalated to the next level (Marketing of V.P. – Brian Price) 12

The Order Entry Process Review Checklist to ensure accuracy Is the quote shown on the order, current? Validate with QuoteWerks What type of order is it? Sealant, Parts, Red/Blue Which Sales Organization Crafco, PMSI, International Is the ship-to in SAP? Is this order replacing a Will Advise? Do we have the product? Review Will Advise order commitments Look at other product numbers/plants If not, Sealant orders go to the Materials Planner who will give a ship date Parts orders for items not on hand are entered with a 7 day lead time and coordinate with Parts Planner 13

Order Rate Reduction New Order Entry System – SAP (Oct – Current) Cancellations/Errors Increased Caused many errors leading to canceled orders New Customer Service Manager (Nov – Mar) Canceled/Errors Decreased Understood SAP provided guidance Busy Season started, temporary employees started, lack of proper training (Mar – Current) Canceled/Errors Increased Customer Service Manager Departed New Customer Service Manager Started (May – Current) Canceled/Errors Decreasing Implemented Standard Operating Procedures Identified proper staffing Open Order, block, canceled and late delivery reports Regionalized team for better accountability 14

What else does Customer Service do? We take calls from customers wanting: Freight Rates Invoice Copies Purchasing history Lead times on sealants / machines / parts Requesting credit or to return items Tracking numbers We call the customer to: Advise if there’s a problem To find out how things are going and to update on current orders Review aging orders We track down Missing shipments/items Missing orders 15

Questions Send Your Feedback We grow by receiving supportive or constructive feedback that we turn into action! 16