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External Communication Protocol with Escalation Matrix

WHOM TO CONTACT FOR WHAT?

Zone wise Order Processing Department for

QUALIGEN, ALLIED , FISHER CHEMICAL, DIAGO, ACROS, MAYBRIDGE

Q 1. How to book the orders for Industry & Research Product Range?

If you are already registered on Web Ordering Portal. Please book all your order through WOP.

o Website : https://portal.thermofisher.co.in/WOP/

Please send all your Orders in prescribed format on below mentioned email id.

o Email ID: salesorder@thermofisher.com

Q 2. Who is contact for any Order Amendment/ Status of orders and other order

related enquires?

Following are the Details of Zone wise Order Processing Executives:

ZONE EXECUTIVE CONTACT NO EMAIL ID

Central Mr. Jitendra Chavan +91 22 6680 2074 jitendra.chavan@thermofisher.com

South Mr. Saju Kurian +91 22 6680 2081 saju.kurian@thermofisher.com

East Mr. Salil Mantri +91 22 6680 2072 salil.mantri@thermofisher.com

West M/s. Leena Rane +91 22 6680 3077 leena.rane@thermofisher.com

North Mr. Mahesh Tanpure +91 22 6680 3032 mahesh.tanpure@thermofisher.com

Acros, May bridge & Fisher Mr. Salil Mantri +91 22 6680 2072 salil.mantri@thermofisher.com

Life Science & Microbiology Mr. Sandeep Patil +91 22 6680 3034 sandeep.patil@thermofisher.com

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Product Group wise Customer Service Representative You can send all your Queries on:

Email: qfc.customercare@thermofisher.com or Email: laboratorysolutions@thermofisher.com

You can also contact to our Customer Care Executives on:

TOLL FREE: 1 800 2222 30 (WORKING HOURS : 9 AM TO 5.30 PM ON WEEK DAYS)

FOR ANY ESCALATION (SINGLE POINT OF CONTACT) RAMDAS D. JADHAV

MANAGER- ORDER MANAGEMENT & CUSTOMER SERVICE

EMAIL ADDRESS : RAMDAS.JADHAV@THERMOFISHER.COM

CONTACT NO: + 91 22 67162263 / +91 99304 25066

You can also contact for any support or for any product wise enquires on below details:

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Frequently Asked Questions:

Enquires related to Stock Availability?

Answer: Request you to provide Product Code to Customer Service Representative to provide

these details.

Enquires related to Certificate of Analysis ( COA) ?

Answer: You can download COA (Certificate of Analysis) from following website.

1) Acros & Maybridge. - www.acros.com

2) Reagecon - www.reagecon.com

3) Fisher Chemical - www.fishersci.com

4) Fisher Range - www.fishersci.com

5) Qualigens - www.fishersci.in

6) Orion - www.thermo.com

** You need to have product code and Batch Code handy to obtain COA (Certificate of

Analysis)

For any other products or any problems please contact Customer Representative person as per

above mentioned matrix.

Enquires related to product availability through Distribution Channel Partner/ Stockiest?

Answer: We will try to provide you the nearest Authorized Dealer Name & Contact Details

along with our Sales Representative Details.

Enquires related to Delivery Lead Time of products?

Answer: Product Lead time differs from product to product based on Source of Origin & our

Service Levels. We will try to provide the tentative date of availability after order placing within

24 hours time working days.

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Enquires related to Account Activations/ Inactivation, Ledger Statement, Credit Notes?

Answer: We will check and revert back after coordination with our finance & channel Sales

team within 24 hours time.

Enquires, Complaints related to Documentation Error for e.g.

Excise Gate Pass: Please provide your invoice details to CSR.

Price Difference: Please provide order & Invoice details to CSR.

Wrong Tax / Octroi: Please provide order & Invoice details to CSR.

Wrong Product Delivery: Please provide order & Invoice details to CSR.

Wrong Delivery Address : Please provide order & Invoice details to CSR

Invoice /LR copies not received : Please provide order & Invoice details to CSR

Our customer service representative will try to revert back with updates/solution within 24 hours

working days.

Enquires, Complaints related to Transportation/ Delivery Problems/ Breakage/Damage:

Please provide Order, Invoice and other details of the same to Customer Service Center. We will

reply with updates within 24 hours working days.

Enquires, Complaints related to Quality of products:

Request you to contact Customer Service Representative. We will provide Quality Complaint

Form which needs to be filled in with relevant details. (Customer Name & Contact, Product Code,

Batch No & Nature of complaint is mandatory)

Note: Please insist for registering all your complaints on CCMS (Online Customer Complaint Maintenance System) Q3. What can you expect from Order Processing Executive? Answer: Order process Executive is providing /can provide you following details on regular basis.

Details of order registered

Details of orders pending for Registration in the System Invoice List along with Dispatch Details.

Details of RBP’( Sales Return for Booking purpose) if any Details of Credit Status ( Active/Inactive)

Monthly MIS about Pending Orders, Invoices etc.

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Frequently asked question (FAQ) By Stockiest to order Processing Executive

Stock availability in ERP?- Please contact CSR

What is stock status (visibility)?- Please contact CSR

Is the order executed?

Why is order pending?

What are invoice details?

What are the LR details?

Is the customer active / inactive?

What is rate of product?--> Please contact CSR

What is discount on a product?- Please contact CSR

Order Processing Team

will provide you these

details.