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: [email protected] 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 Central South East West North Acros, May bridge & Fisher Life Science & Microbiology EXECUTIVE Mr. Jitendra Chavan Mr. Saju Kurian Mr. Salil Mantri M/s. Leena Rane Mr. Mahesh Tanpure CONTACT NO +91 22 6680 2074 +91 22 6680 2081 +91 22 6680 2072 +91 22 6680 3077 +91 22 6680 3032 EMAIL ID [email protected] [email protected] [email protected] [email protected] [email protected] Mr. Salil Mantri +91 22 6680 2072 [email protected] Mr. Sandeep Patil +91 22 6680 3034 [email protected] Page 1 of 5 Product Group wise Customer Service Representative You can send all your Queries on: Email: [email protected] or Email: [email protected] 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 ) You can also contact for any support or for any product wise enquires on below details: FOR ANY ESCALATION (SINGLE POINT OF CONTACT) R AMDAS D. J ADHAV M ANAGER - O RDER M ANAGEMENT & CUSTOMER S ERVICE EMAIL A DDRESS : RAMDAS . JADHAV @ THERMOFISHER . COM CONTACT N O: + 91 22 67162263 / +91 99304 25066 Page 2 of 5 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. Page 3 of 5  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. Page 4 of 5 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. Page 5 of 5