External Communication Protocol with Escalation Matrix

WHOM TO CONTACT FOR WHAT?

Zone wise Order Processing Department for:

Qualigens, Fisher Chemicals, Acros, Maybridge , Fisher Bio Reagents ,

Life Science, Micro Biology, Fisher Consumables and Equipments.

Q 1. How to register an orders on Web Order Portal?

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.

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 Life Science & Microbiology South 1 and South 2 Zone East and West 1(Rest of the Maharashtra)

EXECUTIVE Mr. Sandeep Patil Mr. Saju Kurian & Mr Suresh Iyer. Mr. Salil Mantri

CONTACT NO +91 22 6680 3034 +91 22 6680 2081 / 2066 +91 22 6680 2072

EMAIL ID sandeep.patil@thermofisher.com

saju.kurian@thermofisher.com suresh.iyer@thermofisher.com salil.mantri@thermofisher.com

ZONE West 1(Mumbai, Goa) and West 2 North 1 and North 2 Acros, May bridge & Fisher

EXECUTIVE M/s. Leena Rane Mr. Mahesh Tanpure Mr. Salil Mantri

CONTACT NO +91 22 6680 3077 +91 22 6680 3032 +91 22 6680 2072

EMAIL ID leena.rane@thermofisher.com mahesh.tanpure@thermofisher.com salil.mantri@thermofisher.com

ZONE

3rd Party Equipments

EXECUTIVE M/s. Sanjay Shinde

CONTACT NO +91 22 6680 2069

EMAIL ID sanjay.shinde @thermofisher.com

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

Email: Laboratorysolutions@thermofisher.com

You can also contact to our Customer Care Executives on

TOLL FREE : 1 800 2222 30 (WORKING HOURS : 9:30 AM TO 5.00 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)

RAMDAS D. JADHAV

MANAGER- ORDER MANAGEMENT & CUSTOMER SERVICE

EMAIL ADDRESS : RAMDAS.JADHAV@THERMOFISHER.COM

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

Some Frequently Asked Question:

Query related to Stock Availability?

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

these details.

Queries 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

** 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 range to product range based on Source of

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

within 48 hours time on request.

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

Answer: You can write to customer care, who will direct these Queries to our Account

Receivable team. Channel Partner / Dealers can get the information on your account Outstanding

on the Web portal, require more clarification you can get in touch with our channel Sales team.

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 48 hours .

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

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

with updates within 24 hours working days.

Note: For details related for dispatches from Toll Global Logistic, Bhiwandi you can write directly to

IN.FreightDesk@thermofisher.com.

Enquires, Complaints related to Quality of products:

Request you to contact Customer Service Representative. Which need to be filled in with

relevant details. (End Customer Name & Contact, Product Code, complaint qty ,Batch No & Nature of

complaint is mandatory)

Note : Please insist our Commercial reperentiative for registering all your complaints on CCMS ( Online Customer Complaint Maintenance System)through which you can regular updates on your registered email address. Q 3. What can you expect from Order Processing Executive?

Ans: 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 Sales Reversals if any Details of Credit Notes

• Weekly MIS about Pending Orders with Visibility ,Invoices etc.

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

Stock availability in ERP/ SAP?- 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 Sales Team

What is discount on a product?- Please contact Sales Team

Order Processing Team

will provide you these

details.