Carillion Office Supplies & Stationery End User Guide Sarah Proctor Lead Category Manager Carillion Supply Chain Spicers background and contact details Who are Spicers and what is their background? Spicers is the largest and longest established office supplies company in the UK (est. 1946) with distribution centres and logistics teams covering the whole of the UK and Ireland. Spicers provide their own private label range – 5 Star along with a huge range of branded and environmental products Who is our dedicated Customer Service person and what are their contact details? Stacey or Natalie email: email@example.com or telephone: 0844 238 0091 Who is the Spicers Account Manager and how do we contact them? The Spicers National Account Director is Joanne Minns who can be contacted on 07720 337806 or firstname.lastname@example.org Ordering Methods and Core Products The preferred method for ordering is online. However, if you have limited access to the online system an offline order template is available. Please contact the Carillion Customer Service Team for a copy of the offline order template A core product catalogue has been produced consisting of 913 high usage products Core products benefit from a lower supplier margin than non-core products and are therefore more cost effective. Please ensure you check the core product list before selecting a non-core product There are a number of products, which are excluded from this contract such as laptops, iPads, mobile phones & desktop printers. For these products please refer to IT Purchasing On the core product list are 315 Spicers own brand ‘5 Star’ products. The ‘5 Star’ products are of high quality and Spicers donates a contribution of ‘5 Star’ sales through the Spicers Charitable Trust Core products are identified online with an orange heart containing a pound sign (£) All deliveries are next working day, excluding specials. The cut off time for ensuring next day delivery is 4pm Returns can be raised online or by contacting the Carillion Customer Service Team within 14 days of receipt of goods. Collections, replacements and/or credits will be arranged & advised by the representative Payment Methods The preferred payment method is purchase card. If you do not have a purchase card you can apply for one by contacting the Carillion S&A Purchase Card Team at S&ATeamPurchaseCards@carillionplc.com If you have any issues with your purchase card please contact the purchase card team at the email address above For orders on all accounts you will receive an email order acknowledgement. P Card orders are subject to validation and you will first receive an email confirming that your order is awaiting approval, followed by a second email confirming it has been processed. If for any reason the P Card fails authorisation you will receive email notification from Customer Services explaining the issue Invoice Accounts For business without purchase card capability invoice accounts are available Your account will be set up and charged against your cost centre, you will not have to raise and enter purchase orders when placing orders Invoices are consolidated and issued to Carillion Group Services and recharged back to the business using your cost centre details Recharging costs If you have an invoice account and need to recharge the cost of your purchases to another project you will need to enter the cost codes for that project into the ‘Any Additional Information’ field at the second stage of the checkout process When recharging costs it is crucial you enter the correct Project Organisation, Project Number and Task Number at the time of ordering errors will result in the cost being charged to your cost centre incorrectly How to set up an Account To order from Spicers you will need to set up an account by contacting the customer services team email@example.com Once your account is set up you will also receive by email in PDF format: Core product list User guide & FAQ’s If you have any queries regarding how to get the best from the online system please contact the customer services team. If you experience any issues please contact the Carillion Customer Service Team or your Account Director Joanne Minns Frequently Asked Questions 1. I am unable to find the exact product we require on the core list. How do we order the specific item? The on line portal provides a number of simple to use and intuitive search functions including search by category, product code or in the case of IT consumables, by entering the make and model of printer. Should you still not be able to find the item you require then please contact your dedicated CS team and they will pinpoint it for you. 2. Do Spicers have a specials team for unusual requests outside of the catalogue? Yes. Spicers have a specific team that source special items that are not in our catalogue both for our corporate end users and dealer resellers. Please email or call your dedicated CS team with any such requirements. When the item has been sourced the CS representative will contact you directly with the price and lead time. 3. What is the procedure for returns and exchanges? Please contact your dedicated CS team. They will arrange collection of the unwanted items along with the necessary credit. FAQ’s continued 4. How do I go about setting up a regular weekly order of a frequently ordered line? This is a common request, particularly for items such as copier paper. Please contact your dedicated CS Team who will be very pleased to arrange. 5. Who do I speak to about setting up a new P card? The dedicated CS team have been fully briefed on Carillion’s P Card requirements and will be able to advise any new members of staff of the appropriate process. 6. How do I order larger items such as business machines or furniture? All these items are available to order on line or via your CS Team. In some instances because of the high value, your order may need to be approved by a Carillion line Manager. You will be advised at point of order if this is the case. 7. We have a new member of staff. Who do I contact to provide end user training and new log ins/ passwords? Please contact your dedicated CS Team. They will arrange passwords and log ins and contact one of the Account Managers on your behalf if on site training is required. FAQ’s continued 8. What is the process for leavers? Please contact the Carillion Category Manager – Sarah Proctor email: firstname.lastname@example.org . 9. How do I order offline? Spicers have provided Carillion with an off line ordering template for end users without on line ordering access. These templates are available from your dedicated CS team which can then be faxed or emailed back to the CS Team for processing. 10. Who do I contact for pricing queries? In the first instance please contact your dedicated CS team. If the query cannot be resolved straightaway then it would be escalated to one of the two Account Managers. 11.How do I view the core products list? There is a “Core list order pad” in the drop down menu in a similar fashion to the favourites list containing all the agreed core items. FAQ’s continued 12. What do I have that highlights core products? On the Core list order pad the items will be illustrated with a thumbnail picture and will be highlighted in Yellow. 13. How do end users create a favourites list? Simply click on the link – “Add to favourites” and the item will be added. 14. How do I enter “Recharge information”? Firstly, go to delivery instructions. The default will always be the original cost centre but also access to multiple pre approved alternatives. There is also a freeform box to add special instructions or a project code. 15. Do end users receive an email confirming their order and order details? Yes , you will receive an email detailing ……. 16. How do I create a return on the system? Go into the “order history” link and click on return order.