Ebro Product & System

Which Product is Available in Boil-In-Bags?

Success

Minute Rice

Carolina

Olivieri

What do I select for letter templates?

Letter Code

Process Fulfillment?

Enclosure Type 1

Subject Detail/Code

A customer is searching for a product they always buy but this time is not stocked so they called in to inquire what subject category will this be?

Wherebuy

Product Inquiry

Discontinued

Quinoa

What status do we change the case to once no actions are further needed?

Closed

On Hold

New

Escalated

What brand is available in cups?

Minute Rice

Rice Select

Carolina

Mahatma

What brand is available only in a jar?

RiceSelect

Success

Minute Rice

Olivieri

You just finished logging a case and received a photo of a foreign material what do you do next?

Add case number to fulfillment channel for Enzo to report

Close Case and nothing else

Put on hold til we confirm what it is

Nothing at all

A customer called in saying is this rice okay for my dog to eat? What will you do?

Suggest to contact a vet

Assist the customer

Provide HQ number

Consult with a doctor

A customer called in regarding feeling sick. Whats the first thing do we need to ask before any other questions?

Do you require medical attention?

What did you eat in the last 24 hours

What was added?

What makes you believe it was our product?

A customer called who works with a trucking company wants to distribute our product what can we do to assist?

Provide our wholesale email info@riviana.com

Provide them HQ and state someone will assist them

Escalate their case for someone to reach out and place their order

Respond no and ask if there is anything else we can assist with?

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