2014 Reliance Manufacturers Rep Meeting

AGENDA:Customer Relations Overview

Manufacturers Rep Expectations OverviewQuarterly Review Discussion

Commission Report Detailed Sales Report

Customer Relations Coordinator (CRC)

Our #1 priority is to satisfy the customer“CUSTOMER IS KING”

ENTERING ORDERS:- Entering orders in the system within 24 hours from various interfaces (EDI, Telephone,

Fax, Email)- Even orders with ship dates far in the future need to be entered right away in

order to keep scheduling up to date on production demands.

- Before entering orders all aspects of the order are checked for accuracy (pricing, product codes, case packs, etc.).

- If discrepancies exist the CRC will work with the customer directly to resolve the problem. Because orders cannot be entered in the system with errors, it is important that these concerns are resolved quickly and efficiently.

- Once orders are received confirmations are sent to the customer (via EDI or e-mail).

Customer Relations Coordinator (CRC)

PROCESSING ORDERS (WAREHOUSE, ROUTING, ETC)- CRC’s utilize different tools within our system to run reports that show order demand

for the next day (minimum). The reports also show stock levels are the various warehouses.

- If stock discrepancies exist the CRC first analyzes the stock transfer schedules to see if a product is going to arrive at the warehouse in time for the ship date. If not, the CRC works with the Scheduling Department to try to resolve the concern.

- CRC’s work with their warehouse to ensure items are picked and palletized properly and in a timely fashion.

- CRC’s refer to the vendor guide routing instructions for PO shipping details.- In cases where shipments are pre-paid the CRC sources freight quotes.

- CRC’s are responsible to ensure that the carriers pick up orders within the ship window.

Customer Relations Coordinator (CRC)

P.O. FOLLOW-UP AND CLOSING- When orders do not arrive complete or on-time CRC’s investigate and create Non-

Conformance Reports, retrieve documentation/imagery of concerns, and develops resolutions to satisfy them.

- Handling EDI transmission concerns (internal or external investigation on why the errors occurred in order to avoid a future occurrence)

- CRC’s have the authority to handle customer concerns and credit products, ship out missed items, etc. even before the investigation is completed and resolved

- CRC’s and Accounting work together for processing allowances, claims, credits, etc.

Customer Relations Coordinator (CRC)

ASSISTING SALES TEAM- Providing imagery, preparing tradeshow samples and literature, new product samples,

customer reports, commission reports, customer sales back-ups, updating pricing, price tables in TMM, updating vendor guides, etc.

- EDI Mapping, customer setup, compliance, & troubleshooting

- Key customer POS analysis ( e.g. Wal-Mart, Canadian Tire)

CONSUMER INTERACTION- Answering consumer phone call & e-mails for warranty concerns, product store location

inquiries, product replacements, product education, e-mail follow-up on product donations, etc.

- Processing web sales (www.relianceproducts.com), including credit card confirmations, tracking (if requested), etc.

Q&A

Manufacturers Rep Expectations

1. Achieve yearly budgeted sales for each account, as outlined in the monthly commission report.• Will discuss further during commission report overview

2. Promote Reliance Products in a professional and positive manner at all times.

3. Monthly review of website relianceproducts.com Partner Log-in area to review monthly sales and commission reports• The Partner Log-in is you primary point of interest to retrieve digital images

and catalogs, commission reports, etc.

Manufacturers Rep Expectations

4. Communicating with and visiting regularly with all assigned customers:• Pricing Accuracy – implementing price increases in timely manner with

supported documentation.• Providing exceptional product knowledge to buyers and in-store personnel• Supplying accurate product information, i.e.; descriptions, UPC codes,

dimensions, pictures etc.• Maintain allotted space in-store and online websites. • Attending in-store resets, New store sets and/ or Grand openings where

applicable.• Attending customer Tradeshows, where applicable• Proactively trying to achieve new item placements with existing customers

and actively searching out potential new customers.• Preparing and presenting Reliance Products items in a professional manner

during all customer interfaces.• Maintaining relationships with all key customer personnel and updating

Reliance Products with any key personnel changes , contact information and any pertinent Customer change information.

• Support Reliance Products Customer Relations when required.• Submit accurate and complete customer requests and purchase orders

(where applicable) in a timely fashion.

Manufacturers Rep Expectations

5. Communicating with Reliance Products Sales Manager(s):• Report on market activity including but not limited to: competitive

products, pricing, overall sales activity, general information pertinent to the growth or change in your assigned markets.

• Implement timely and cost effective schedules for assigned sales manager to visit key accounts & new accounts

• NEW: Beginning 2nd qtr 2014 – Quarterly Rep reviews with Sales Manager and Linda Ramsey (President)

Quarterly Review Overview

Areas to be discussed:

• Review the Commission Reports – Review this year vs. last year of all major and budgeted accounts.

• Placement of new products, new account targets or gains, loss of products, or accounts.

• Discussion of overall sales volumes, what are we doing to grow? What do we need to grow?

• Overall market conditions you see from the field or hear from meetings• What Reliance can do better

Commission Reports

Detailed Sales Reports

Q&A