Viking Service Extranet

Transcription

1 VIKING RANGE CORPORATION Viking Service Extranet Training Manual 1/1/2013

2 Table of Contents Login to the Service Extranet Pg. 2 Access Roles Pg. 2 Home Page Overview Pg. 3-5 Quick Order Pg Order Confirmation Pg Reports Pg Questions and Answers Pg Contact Pg

3 Service Extranet Overview Login: To log in to the Service Extranet Step 1: Go to Step 2: Enter your username and password and click the Login button Access Roles: There are two levels of access for the Service Extranet. The distributor is responsible for determining which level of access a user will need. 1) Parts Distributor Role Allows the user to view everything that the Service Extranet has to offer. This includes access to Quick Order and Reports. 2) Service Parts Role Allows the user to view everything that the Service Extranet has to offer, except for the ability to use Quick Order and view Reports. 2

4 Home page overview: After logging in, you will then see the Homepage for the Service Extranet. Here you will find: Recently added documents (this displays on the left hand side of the screen) News (center of screen) Utility navigation (top of page) o Logout allows you to logout of your account o Manage Profile allows you to update your profile, as well as change your password 3

5 o Update Info Update Personnel - Gives distributor the ability to add service extranet users for their organization Update Servicers Gives distributor the ability to add service companies. Note: If the Viking authorized servicer is in the US and needs to display on the service locator of vikingrange.com, please be sure to select Yes on the field *Display in Service Locator. (see screenshot below) *Display in Service Locator. PLEASE NOTE: This is for US and Canada only. o Quick Order Allows user to place parts orders o Top Navigation Appliance Catalog a link to vikingrange.com, so that users can browse full product line Service Literature Access to all technical documentation 4

6 Parts a link to IPL Parts Lookup News view current and archived news items Warranty Claims a link to Service Bench to enter warranty claim Reports view account status, item status, order status, recent shipments, and back order reports Quick Order - To place a parts order, follow the steps below: Step 1: Click on QUICK ORDER Option 1 There are two different options that can be used to enter orders. Step 1: REQUIRED - Enter in a Purchase Order Number Step 2: REQUIRED - Enter in the item(s) for the order in the format SKU / Quantity (One SKU should be entered per line) Step 3: OPTIONAL - Check box to flag orders as high priority. These will be rush orders or expedited orders (not for stock orders for special orders ONLY). Step 4: OPTIONAL Select an alternate ship method (drop down box). Step 5: REQUIRED Click the PROCEED TO CHECKOUT button. See next page for screenshot. 5

7 Step 6: On the Review and Place Order screen, verify that your order information is correct. a: If your order is correct, click on the PLACE ORDER button to submit the order. b1: To enter an alternate shipping address, you will first need to click on the EDIT SHIPPING INFO button Edit Shipping Info 6

8 b2: On the next screen you will need to click on Add a new address Add a new address b3. Next, you will need to enter the new shipping address information and then click Save to Address Book 7

9 b4: The next screen will display your new shipping address and you will need to select the address you wish to ship to, by clicking the circle next to your desired shipping address. When you are done, click Save Changes. Please Note: International, if you need to charge shipping to a specific account number, please include the following in the Shipping Instructions text box below: Recipient s Name, Recipient s Address, Recipient s Telephone Number, Recipients UPS Account Number. Then click Save Changes. b5: After you have saved your changes, you can review your place your order. 8

10 Option 2 Step 1: After entering in a Purchase Order Number, click on the Browse button Step 2: Select the file to be uploaded (NOTE: each SKU in the file should be entered on separate lines in the format SKU / Quantity) 9

11 Step 3: 1st: The Upload File field should be populated. 2nd: Click the Upload button. Step 4: 1st: The uploaded order should now be in the Order Entry field. 2nd: Click the PROCEED TO CHECKOUT button to continue. 10

12 Step 5: On the Review and Place Order screen, verify that your order information is correct. a: If your order is correct, click on the PLACE ORDER button to submit the order. b1: To enter an alternate shipping address, you will first need to click on the EDIT SHIPPING INFO button (see Option 1, Step 7 for detailed instructions on adding an alternate shipping address). Order Acknowledgement: 1. Once the order is placed, you will receive two confirmations: 1 st Confirmation: We display a message at the top of the screen. See example below: Your order has been successfully submitted. Your confirmation number is o Please print this page for your records. 11

13 2 nd Confirmation: Order confirmation . Reports: There are several reports that you can obtain from the Viking Distributor Extranet: 1. Account Status 2. Item Status 3. Order Status 4. Recent Shipments 5. Back Order 1. Account Status Report allows you to check the status of your account. A Summarized and detailed report are available. An invoice may also be viewed by entering the invoice number in the blank box and clicking Search. 12

14 2. Item Status Report - Staged Inventory that is built and ready to be shipped to your distributorship may be viewed in this area. Click the Item Status link on the left side of the page. Then, enter the model number of any Viking appliance product that has been previously ordered. Click search to see if the item has been built or is staged for shipment to your distributorship. The quantity and value of each item is listed on the screen. Note: To enter multiple parts, separate each one by a comma. 13

15 3. Order Status Report - To view the status of an outstanding order, click the Order Status link on the left side of the reports page. You can check the status of your order by: 1. Purchase Order 2. Sales Order 3. Item Number Definitions of Line Statuses: Entered The order line has been entered into the system, but the order has not been booked Awaiting Shipping The order has been booked, and the order line is awaiting or has been pick released to the warehouse Picked The order line has been picked in the warehouse Shipped The order line has been shipped in the system Closed The order line has been shipped in the system Cancelled The order line has been cancelled 4. Recent Shipments Report - To check shipping information, click Recent Shipments on the left side of the reports screen. There are three ways to check your shipping information: 1. Date Range - To check your shipping information by date, simply click on the range of dates you would like to search. { 0 30 Days Days Days 91 + Days } 2. Serial Number after entering your serial number, click the Go button 3. Shipment Number - after entering your Shipment or Pro Number, click the Go button 5. Back Order Report displays the items that you have on order that are on backorder. 14

16 Questions and Answers: 1) How do I know that Viking received my parts order? Remember, you will get two order confirmations. The first will be on the Quick Order Confirmation Screen, the second will be an confirmation. Both will have a confirmation number. 2) When will I get my parts? How does Viking provide ETA? Underneath Reports, there is an Order Status Report that list an ESD: 3) How do we know how to ship them? On the Quick Order page, there is a dropdown to choose Alternate Ship Method. 15

17 4) Have my parts been shipped? 1. User can view Order Status to see if part has been shipped. 2. Also, under Reports, there is a recent shipment report. The selections are 0-30 days, days, days, 91 + days. 16

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19 Contact: Contact Us Displayed at the bottom of every page on the extranet, is a Contact Us link, allowing you to fill out a form, should you have any questions or comments. Extranet Login Issues Did you forget your username or password? When you visit the please click on the link Forgot your username or password? to retrieve your login. Should you still have issues logging in, please send an to customercare@vikingrange.com. IPL Login Please contact Carla Bowlin ( cbowlin@vikingrange.com ) for IPL setup. She will need the following information: Name, Address, Phone Number, and Distributor. Service Parts Information- Please contact parts@vikingrange.com. PLEASE SEE PAGE 19 FOR PROCEDURE FOR REQUESTING SERVICE PARTS INFORMATION. 18

20 Procedure for Requesting Service Parts Information IMPORTANT: Use the following protocol when requesting information regarding service parts only (parts orders, availability, pricing, etc., not parts breakdowns). Step 1 Send to parts@vikingrange.com with the following information: Subject line format Subject: Priority (#) / (distributor name) / (type of request) Example: Subject: Priority 2 / Gateway / ETA needed on part Body of Include detailed information such as PO#, part number, ETA questions, special instructions and requests, etc. If there is a chain of s included, please put a summary in the body of this in lieu of only stating see below. Step 2: If no answer, forward original to parts@vikingrange.com and cc: Nathan England (nengland@vikingrange.com) Step 3: If no answer, forward 2 nd to parts@vikingrange.com and cc: Nathan England (nengland@vikingrange.com) and Bob Pavy (bpavy@vikingrange.com) Guidelines for Assigning Priority Priority 1: Will be answered within 8 business hours: Service Parts information needed to avert legal action Service Parts information needed to address a liability concern Service Parts information needed to prevent a unit being pulled Priority 2: Will be answered within 16 business hours: Parts ETA s Parts inventory status. NOTE: Always check the Viking Service Extranet site first. Priority 3: Will be answered within 16 business hours: General service parts questions On occasion a complete answer to your question may not be readily available within the allotted time. If this occurs, the sender will receive an notification that includes the reason for the delay and an estimated time when the answer can be expected. 19 1P0008ASP