support me! · support teams responsibilities 3 retail change execution mp/merchant upload all rcw,...
TRANSCRIPT
SUPPORT ME!
Support Teams Responsibilities
2
▪ Merchlink Systems Support
▪ Business and system process
issues
▪ Error clarification for all systems
▪ SKU Deletion
▪ MST Questions
▪ Emergency IDM Override for SKU
Setup
▪ Research and Resend Store data
due to issues or discrepancies
▪ Add or Remove UPCs to existing
SKUs
▪ Direct Write Processing Issues-
Error Clarifications
▪ Any process or system question
▪ Mama/Baby Data Issues
▪ SBA
▪ Business and system process
issues or questions
Merch Ops Support
Manager Shannon Ramey
To obtain assistance, create a
MerchLink Support Ticket via
MerchLink>Support>MerchLink
Support:>SBA, SKU Maint or System Issue
▪ SBA Assistance
▪ Assist the Supplier through the SBA
process per MP Request
▪ Answer Supplier questions for SBA
Issues where needed
▪ MST
▪ Complete all Data Maintenance
tickets, research and resolve
▪ Data Maintenance
▪ Volume Based Pricing
▪ MyAssortment/ AMT 2.0 Support
▪ Special Projects
▪ Execute special projects for
departments, as assigned, ie.
Availability, Clearance, etc. Assist with
cross-organizational issues, ie.
Finance, EDI, IPR, etc
▪ Temporary LOA Support
▪ Work, as assigned, with the Merchant
for execution of certain tasks while the
MP is out (keep the business afloat)
▪ Unsure if we can help? Ask us!
MSA-Merch Support Assoc
Manager Josh Turner
To obtain assistance, create a
Support Ticket via MerchLink>Support>Merch
Planner-My Requests>CHOOSE CORRECT
TOPIC
Data Support-(60/40)
Contact Kimari Saylor
▪ New SKU Setup
▪ Create New SKU Setup Sheets
& Submit
▪ Includes Corporate Product
Attributes
▪ Price Localization Analysis &
Submittal upon approval
▪ MCT-Marketing Connection Tool
▪ Upload data into MCT Tool
▪ BuyBack Processing
▪ Create & Maintain Buyback
data into system
▪ SKU Maintenance
▪ Process SKU Signage and / or
SKU Description Changes
▪ Communicate Data Urban
SKU Requests
▪ Other
▪ Run MRD and / or AMT
Reports on a recurring cycle &
send to suppliers as requested
▪ SBA, Ad / Coop Rebate
Archive pull from Oracle
To obtain assistance, create a
Support Ticket via
MerchLink>Support>Merch Planner-My
Requests>CHOOSE CORRECT TOPIC
Support Teams Responsibilities
3
▪ Retail Change Execution
▪ MP/Merchant Upload all RCW,
RCCW
▪ Answer all questions related to Retail
Changes
▪ Assist with Clearance Retail
Changes as needed
▪ Assist with RCW Errors on the DW
Worksheets
▪ Assist with Exit Strategies for Events
▪ Manage Counts for Retail
▪ Cost Change Execution
▪ Answer all questions related to
Cost Changes
▪ Assist researching errors on Cost
Change submittals
▪ Temp Retail Execution
▪ MP & Merchants are responsible to
execute all Temp Retails (U/A) via
DW
▪ Team can assist with all questions
related to Temp Retails
▪ No Temp Retails begin or end on
Weekends
Retail Execution
Manager Donna Schelhaas
To obtain assistance, Email:
▪ Onboarding
• Assist eCAT Suppliers through onboarding
• Create and maintain vendor eCatalogs to
allow systematic ordering of SKUs
• Provide suppliers and merchandising
visibility to items in program for analysis
• Proactively identify SKU/Vendor
opportunities to drive incremental sales
▪ Pricing Support
• Support Test Pricing & Promo Management
• Maintain SKU Cost and Retail
• Ensures eCAT pricing is in sync with .COM
where applicable
• Assist with multiplier pricing program
• Troubleshoot price discrepancy
• Maintain carpet pricing matrixes for stores
▪ Other
• Root-cause Vendor PO rejections
• Troubleshoot catalog issues
• Special Order process training
• Manages Special Order page on myApron,
which houses brochures, pricing and other
vendor materials
S/O Non Configurable – eCatalog
Manager Barbara Affaine
To obtain assistance, email
S/O Configurable - myCD, 2020
Manager Shannon Ramey
▪ MerchOps
• Research Cost/Retail multipliers
• Research S/O Ship Direct flag
• Help with SOMM submission in DW
▪ Configuration Team
• Facilitate onboarding new suppliers; expanding
existing products/assortment to stores
• Manage Merchant budget for application and catalog
support
• Manage Merchant | Supplier contract agreements
• Setup, Train MPs on the MyCD process/application
(high level)
• Provide Sales/Returns, User Research data
• Research catalog issues and drive resolution
• Certify, Schedule catalog deployments
• Resend catalogs to stores when needed
▪ 2020 Team
• Train MPs on the 2020 process/application (high
level)
• Research catalog issues
• Resend catalogs to stores when needed
• Answer question about price issues the stores have
reported
• Talk to new vendors and explain the process for new
catalogs in the 2020 system
• Explain what is and is not possible for the 2020
design system and pricing
To obtain assistance, email
MERCH_OPS_SUPPORT@homedepot
.com
Merch 60/40 Data Support Sr. Analyst Kimari Saylor
▪ Several execution tasks have been approved for submission to the Support Maintenance Request Share Point site.
➢ Approved Requests
o New SKU Setup (All types including Recon and S/O)
o New and Existing SKU - Price Localization
o New SKU – Product Attributes
o Buyback – Create/Maintenance
o AMT Reports – Ad hoc or scheduled
o MRD Reports – Ad hoc or scheduled
o Data Urban and Pinewood Request Routing
o SKU Description Changes
o SKU Signage Maintenance
o SBA Archive & Ad/Coop Rebate eContracts Pull from Oracle
o MCT Uploads
4
As part of 60/40 the goal is to remove transactional tasks from merchandising
user’s daily work stream to allow more time for strategic functions to build the
business.
Location of MP Support
5
▪ To get to the MP SUpport site you must sign-on to MerchLink and click
on the Support tab in the navigation panel.
MP Support site
location in navigation
panel
Submitting a Request
6
How quickly do
you need the
request processed?
What type of help
do you need?
Or chat with us if you
are not sure!
Following Up on Requests
7
• Once request is submitted choose
“Sign In” on the main Support Site
• Sign in with Microsoft
• Once Logged in choose “My Activities”
from your profile name
Activities Page (Support Dashboard)
8
Subject of
submission you
named
Ticket # When it was
submitted
Status of ticket
Back to Home
Home (Knowledge Base)
9
Templates for
submission
Search FeatureSubmit Tickets
Merch Ops Support
▪ SKU Setup and Maint
▪ Business and system process
▪ Error clarification and assistance
▪ UPC override of IDM
▪ SBA
▪ Business and system process
▪ UPC maint and questions
▪ Add additional UPCs to existing SKU
▪ Remove last UPC from a SKU
▪ MST – manual ticket closing
▪ Integration Support
▪ research store data vs host data for discrepancies
▪ resend store data when needed
▪ SKU Move
▪ moves sales history only
▪ moves history and OHs after breaking mama/baby relationship
▪ Direct Write help
▪ Error clarification
▪ Business and system process
10
Manager: Shannon Ramey
Log a MerchLink Ticket for:
Merch Ops
Support
Other Merch OPS Support Offered
Email [email protected]
for:
▪ System Processing Questions
▪ Direct Write Execution Questions
▪ PAM Tool Questions & Issues
▪ New Product Submission Tool Questions & Issues
▪ Month End SKU Hierarchy Changes-Category, SubClass or Sub SubClass
▪ Year End SKU Hierarchy Changes -Class Moves
▪ Data Discrepancies between Host and Stores
▪ Questions on HOW TO execute tasks in Merchlink systems
▪ Questions on WHO TO CALL
▪ Emergency Storm Related Issues
▪ Breaking the relationships between Mama/Baby
▪ All Training Documents are stored on the Merchandising Sharepoint Site under Shared Documents, MP Training Docs
11
Email [email protected]
for:
▪ To Copy Sales History for New SKUS on the Stores
▪ When new SKUS are created, it is preferable
for consistent ordering to copy the sales history
of a “like” SKU to the new SKU
▪ When breaking the relationship of a
Mama/Baby SKU, History and OH are moved
Email [email protected]
for:
▪ Duplicate SKU Processing-A Duplicate SKU is a scenario where you have two separate SKUS with the same properties and you wish to combine the two selling SKUS into ONE selling SKU
▪ All Data must align prior to the DUP SKU process being run.
▪ The team will move Sales, On Hands and UPCs as the process is completed.
▪ IPR will have to address any Purchase Orders that are in the pipeline
Retail Execution
▪ Retail Changes -
▪ Cost Changes
▪ Temp Retail (Ads Amendments)
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Manager: Donna Schelhaas
Email Retail Execution for:
Email MerchOps Support for:
▪ Market Merge/Splits
Support Organization
Dan Van Liew
Merch Solutions
Support Teams
Donna Schelhaas
Retail Execution
Elaine Phillips
Support Analyst
Kim Hamrick
Support Analyst
Shannon Ramey
Systems Support
Melanie Inge
Support Analyst
Lyn Chester
Support Analyst
Adria
StromanSupport Analyst
Candice Adams
Support Analyst
Josh TurnerMP Support
Michelle Slick
MP Support Assoc.
AnjieMcCollum
MP Support Assoc.
Cindy Landrum
MP Support Assoc.
Lavina Releford
MP Support Assoc
Connie Chaffin
MP Support Assoc
Martin Saunders
Security Support
Kimari Saylor
Data Maintenance 60/40 Team Support
Tonya HamsleyMP Support Assoc
Sergey Prokushkin
MP Support Assoc
Mikey Grund
MP Support Assoc
13
Retail
Support
MSA
Support
Data
Support
Security
Access
Support
System/
Process
Support
Support Matrix
14
CET MP Executes CET Team
Data Maintenance MP Initiates Reports Submit to 60/40 Team
Direct Write MP Initiates Reports Contact Merch OPS for support
Global Sourcing GOM for each Department Import GOM for your area
HD Link Suppliers [email protected]
IDM Supplier
Call the Item Data Support Hotline (877-355-5839 – Available Mon-Fri,
9am to 7pm EST
Installed Sales At Home Services DeeDee Watkins
MCT MP Executes Contact Merch OPS for support
MRD Reporting MP Executes Contact Merch OPS for support
MST MP Executes Contact Merch OPS for support
MST Data Maintenance MSA Executes Contact MSA for questions
My Drill MP Executes [email protected]
New Product Submission Merchant Contact Merch OPS for support
New SKU Setup MP/Merchant/Supplier creates SET UP SHEET Submit to 60/40 Team
Price Engine MP Executes Leslie Guggenheim
Price Localization MP Executes 60/40 Team can Analyze and upload if approved
Pricing Dashboards MP Executes Leslie Guggenheim
RECALL Contact Product Safety Team Joanna Coates/Amy Hayes
Retail/Cost Execution MP Executes [email protected]
SBA MP and the Supplier If needed, MSA can assist-if system issue, Merch OPS Support can assist
Special Orders MP Executes Barbara Affaine
STOP SALE MP Executes Contact Merch OPS for support
Tools on My Apron MP Executes [email protected]
WERCS Supplier owns execution Tyler Lewis