Omron FY20 Q1 Channel and CSC Changes to Channel Partners User guide

Brand: Omron

Model: FY20 Q1 Channel and CSC Changes to Channel Partners

Type: User guide

Channel Program and Customer Support Center (CSC)

Structure changes and best practices for working together.

Mark Binder

May 2020

ONE Americas: Matt Trowbridge- VP of Sales & Strategic Accounts

Rick Ayres

–Regional Director (West)

Michael Frommelt

–RSM

John Tomczak

–RSM

Joey

Santiago –RSM

Jay Moodley

–RSM

Darren Henderson

–RSM

Matt Ryan - FSS

Miguel Mercedes

–Regional Director

(East)

Mike West

–RSM

Ken

McGough –RSM

Scott Harvey

–RSM

Ed Santangelo

–RSM

Frank Pennimpede

–RSM

FY20 US Regions- RSMs

FY20 Canada Regions- RSMs

Mark Binder

Director of Channel & Customer Support

Center: Americas

Mark Binder (acting)

Customer Support Center

Manager

CSC Supervisor

Regional

Channel

Rep

Specialist

Rep

CSC Supervisor

Nationals

Specialist

Rep

Special Ops

Specialist

Rep

CSC Supervisor

Direct Accts.

Specialist

Rep

LATAM

CSC Supervisor

Rep

Sal Scafidi

National Channel Partner Sales

Manager

Jean Mathieu

Regional Channel Partner Sales

Manager- Canada & US

Abraham Aguilar

Channel Development

Manager

Mike Collins

Channel Development

Manager

Eric Roggeman

National Channel

Account Manager

Erick Jean

Channel Development

Manager

Jay Moodley

Channel Development

Manager

Victor Ramirez

Channel Sales Manager Mexico

Arturo Rodriguez

Channel Development

Manager

Open

Channel Development

Manager

Sergio Madrid

Channel Development

Manager

Jesus Jimenez

Channel Development

Manager

Laura Villegas

Service Engineer

Uziel Lara

Service Engineer

Armando Vazquez

Service Engineer

Open Position

Service Engineer

Open Position

Service Engineer

Melissa Bucek

Channel Program

Specialist

FY2020 CDM Regions

Jean Mathieu

Regional Channel Sales Mgr., Canada & US

M: 819.345.4996 jean.math[email protected]

West Canada & US Abraham Aguilar

M: 619.385.1069 abraham[email protected]

East Canada Erick Jean

M: 514.293.7316 [email protected]

Texas / OK Eric Roggeman

M: 224.423.0954 [email protected]m

Central Canada Jay Moodley** and RSM

M: 647.335.2164 [email protected]m

Central US Michael Collins

M: 847.450.8692 [email protected]m

East US - OPEN

Channel Changes –Canada & US

1. Consolidated Addendum

Sent April 30th

Due June 30th

2. Distributor Handbook on OmronNow

1. PDF with threads

2. Phone accessible

3. Price Increase notice to be sent May 29th to be effective July 1st

Email and Onset

4. Channel Partner Contact Clean-up

5. Quarterly review focus by Technology.

Show Chart

Tracking Channel Activities by Technolgy

1. Over 50 activities registered

for CDM in April, during PDCA

2. Primary means to share

channel activities with

Product Management and

Marketing groups.

With COVID-19, we pushed for Web training

and Web Marketing stimulus YTD activities for CDMs, Canada & Mexico to

begin using Airtable.

Channel Program related Questions?

Roles and Responsibilities for CSC roles.

CSC Representative:

Effectively resolve day to day CSC case inquiries from beginning to closure.

•Orders, delivery improvement, post shipment issues, Price & Delivery, Programs

guidance on tools, etc.

CSC Specialist:

Manage their team’s queues based on established metrics and effectively prioritize.

Primary point of escalation internally and externally, filter to supervisor.

CSC Supervisor:

Sustainable solutions vs. band-aids to overall process and procedures.

Leading projects for the continuous improvement and success of CSC, as well as Omron

Americas, by sharing knowledge through mentorship, collaboration, and aiding in

documentation.

Make Omron Easier to do Business with!!

Omron Leadership supporting Channel Partners

Jean Mathieu: Regional Channel Sales Manager

16 years

Eric Gehrt: Regional Channel Supervisor

5 years

Idalia Barerra: Regional Channel Specialist

7 years

============================================================

Sal Scafidi: National Channel Partner Sales Manager

39 years

Celeste Cole-Joseph: National Channel & Special Ops Supervisor

13 years

Darlene Giglio: National Channel Specialist

16 years

WhatWe DO for Channel…

CSC

Price &

Availability

Order

Processing

and Services

Ship From

Stock &

Credit

Order

Improvement

RMAs &

Stock

Rotations

Portal

Support

Account

Maintenance

Special

Pricing,

Quotes

Sales Solutions

New

Product

Registration

Product Marketing

Product

Questions,

Substitutions

Technical Support

Process

Credits,

Debits,

Chargebacks

Finance

CSC Changes- Why does this matter to Omron Channel?

1. VOC from Omron Sales Team & Channel Partners was considered.

Accountability and Relationship building

Need to get away from an escalation process.

2. CSC@omron.com (one main email)

1. customercare@omron.com,

2. clientcare@omron.com

3. omronexpedites@omron.com

4. omron.ship&credit@omron.com

3. Creating Customer / Process focused teams permits:.

Specific persons responsible for follow-up.

Different metrics to be implemented.

4. Educate continually on who to go to for what.

1. Self Service

2. Special Pricing Requests

3. RMA / Repairs / Warranties

4. Best practices for interacting with the CSC.

CSC–Americas Contact Information

Distributor Handbook Link

Channel Partners are Assigned to Specific Reps / Teams

Response Time by Category when Navigator Transition Completed

Call Types Expectations to complete Explanation

Orders

Entry 2 hours New order placed. Special handling for Channel

Modifications 4 hours Maintenance to quantity, shipping, pricing

Cancellations 2 hours Submit Case, Call in if same day or no response received

Status 1 day (Date moved by Omron, tracking info)

Post Ops Adjustments 1 day DAR- short ship, over ship, damaged, RMA

Post Billing 1 day Invoicing Impact: Price errors, Freight,

Order Delivery Improvement (Expedites* & Recovery Actions)

Stock 48 Hours Stock or Same day if NEXT DAY AIR in Subject

Non-stock 5 days Non-Stock

Guidance on Tools 1 day Information Web, Onset, Omron Now

Partner Programs Per Addendum SFS&C, Rotations, rebates,

Price & Delivery

Self Service 1 day Channel/ 2 hours Direct Information is available in JDE

Valid Requirement 2 days Issue with information not being provided

Sales Team Support 2 days Samples, 60 day Trial,

Transfer to other Dept Immediate Belongs to another dept: SPA, TSG, ISS, Credit or ??

Miscellaneous Various Reg Support, Signius,

* expedites require RD approval for most circustances.

Order Improvement: Recovery vs. Expedite

ORDER RECOVERY

•Def: to bring back to normal

condition; to make up for.

•The estimated ship date assigned

after entering the order is beyond

the stated JDE lead time for that

item(s).

•The order is currently late from the

factory or from warehouse.

ORDER EXPEDITE

•Def: To make it go faster or speed up the process.

•The estimated ship date is within the lead time,

but the customer requests we provide it sooner.

ºFor Non-stock, Regional Director approval

required

‒Miguel Mercedes, Rick Ayres

•Order needs to be placed before action can be

taken

•Exception: Omron Sales team has generated an

Advanced Order Notification (AON)

ºRare cases.

Critical Information for more efficient order improvement

1. SO number (not the PO as there can be multiple SO’s under one PO)

2. Item number (make sure it’s the Omron part number)

3. Quantity ordered and Specific quantity needed.

4. Current acknowledged date.

5. Need by date (ASAP is not helpful)

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Omron FY20 Q1 Channel and CSC Changes to Channel Partners User guide

Omron FY20 Q1 Channel and CSC Changes to Channel Partners User guide

Omron FY20 Q1 Channel and CSC Changes to Channel Partners User guide

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