Working with Steelcase Order Fulfillment Team EMEA November

Working with Steelcase Order Fulfillment Team EMEA November 2017

Order Fulfillment Team EMEA Our culture principle : C. A. R. E. We encourage a customer-focused culture of collaboration, proactive problem solving, agile response, and empathy. Our goal is to build trust and foster productive solutions.

Order Fulfillment Team EMEA A team of experts who support you before and after the customer order. POST-SALES PRE-SALES Offer customized solutions Specials Team Manage Mock-up orders Mock-Up Team Manages Customer orders Manages Logistics requests Customer Service Answer product questions Line. One Team Manage aftersales requests After-Sales Team

Order Fulfillment Team EMEA A. Line. One Team Ø Answers product questions and guides you through our standard portfolio Ø Supports with product-based sales documents Ø Provides feedback to the markets and suggest product improvements

Order Fulfillment Team EMEA B. Specials Team Ø Designs customized solutions based on existing products (different size, shape, material or finish or a totally new solution) Ø Provides quotations (solutions, price, lead-time) Ø Provides technical information (construction, feasibility) Ø Challenge solutions and suggest alternatives Ø On board as early as possible Ø Share existing solutions

Order Fulfillment Team EMEA C. Mock-up Experience Team Ø Manages mock-up orders Ø Ensures mock-ups are delivered on time, complete and with perfect quality Ø Suggests ideas (accessories, design elements, deco tools) to create a great customer experience

Order Fulfillment Team EMEA D. Customer Service Team Ø Creates and amends customer master data Ø Manages capacity reservations Ø Manages orders : creation, amendment and confirmation Ø Manages shipment requests & loading volume calculation for logistical forecast Ø Manages invoicing and customs for export Ø Anticipate big projects and provide early visibility to plants Ø Build a partnership with dealer

Order Fulfillment Team EMEA E. After Sales Team Ø Manages product claims (following damages, quality issues) Ø Manages and confirms replacement orders Ø Manages warranty requests Ø Organize product returns Ø Share major issues with quality teams for problem solving and continuous improvement

Shipment terms Finland Norway Sweden Estonia Russia Latvia Lithuania Denmark Russia Byelorussia Ireland United Kingdom Netherlands Poland Ukraine Belgium Germany Luxembourg Czech Republic Slovakia Moldavia France Austria Switzerland Hungary Romania Slovenia Croatia Bosnia. Herzegovina F. R. Y(1) Bulgaria Italy Maced. (2) Portugal Spain Albania Turkey Greece DAP (Delivered At Place) : The seller pays for transport to the specified destination, but the buyer pays the cost of importing the goods. The seller takes responsibility for the goods until they’re ready to be unloaded by the buyer.

Shipment terms FCA (Free Carrier) : The seller gives the goods, cleared for export, to the buyer’s carrier at a specified place. The buyer is then responsible for getting transported to the specified place of final delivery.

More information on Ø Go to “Menu” / “Products” / “TOOLS + WEBSITES” : § Customized Products (database of existing easy specials) Ø Go to “Menu” / “Products” / “Spaces” : § Line. One (information about Line. One team) Ø Go to “Menu” / “Orders” : § Lead Times (current lead times by product line and order type) § Warranty (current product warranty) § Acknowledgements (order confirmations) § My Deliveries (summary of all your deliveries) § Order tracking (summary of all your orders in the order book) § Production booking (production booking request form) § SFT Who to call (contact person in SFT by dealership)