1.1 Receive new UNHRD Customer NFI/Service Request

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Receive new UNHRD Customer NFI/Service Request
Performer: Customer Service
Role: C.S. Representatives
Transaction : Corporate e-mail

The request is received into the general Customer Service e-mail account (UNHRD.customerservice@wfp.org). The local HRD Customer Service representative picks up the requests pertaining to his/her specific Hub; however, in case of urgent requests he/she can also process service requests directed to other Hubs. As a general rule, when a local Customer Service staff processes the Inquiry, the Quotation and the PI, he/she will complete the entire sales process until the Final Invoice is raised. If the C.S. representative processes service directed to other Hubs, he/she passes over the sale as soon as the effected Hubs return to be operative.

It is recommended to open an Inquiry against each request received, to allow the tracking of number of requests that eventually abort before quotations, sales and/or provision of services.

As per UNHRD Standard Operating Procedures (SOPs) UCS staff should always remind the partners that the manager of the HRD involved in the transaction should be copied on the email sent to UCS mailbox (referring to the relevant contacts – in particular, the Releasing authorities for HRD stocks - in the fact-sheets in Annex 5 and/or the UNHRD website: www.unhrd.org), and that, in the subject line of the email, the name of the involved country/destination and the Inquiry, Quotation, Sales Order or PI number should always be mentioned.

In general all mails from UCS mailbox should be signed with the UCS representative Name and Last name and the text “UNHRD Customer Service” as second line, without reporting the hub he/she belongs to:

Name Last-name
UNHRD Customer Service

This is because the Partners' needs can be satisfied by accessing a single entry point and with same standards that can be provided similarly by the 5 separate offices/UCS locations. In any case, us of personal corporate mail account should be avoided to communicate with Partners (both internal and external) unless exceptional circumstances apply.

UNHRD Special Logistics Business offers a variety of option to the Partner for the provision of services. Below listed the most common Business processes:

Direct Delivery

Direct Delivery process is applied to those sales that involve the delivery of goods directly from Supplier's location to UNHRD Partner. The process can be applied either to procurement of standard items or to items procured ad-hoc upon request of Partners. Shipping terms that can be applied to Direct Delivery sale can be either EXWorks, when transport is procured separately by UNHRD, or DAP, when transport is performed by Supplier beside the provision of goods. See Chapter 3.22 Direct Delivery for further information on this process.

Loans & Borrowing

UNHRD Partners are allowed loan of stocks with other Partners, subject to a bilateral agreement between parties moderated by UNHRD. These are considered shared stocks. The most common way to access another Partner's stocks is through a sale, e.g. “User A” may buy items which are part of “User B‟s” stocks and takes possession of them upon issuance by “User B” of an approval for loan. Upon request from the lending Partner, UNHRD takes care of the procurement for the replenishment of the lent stock, performs the require actions to make the stock available under borrower's account and return it back once replenished. Loan can be closed thru procurement of any other items selected by the lender. See Chapter 3.3.1 Sales Order with Loans and Borrowing for further details on this process.

Cash Repayment

UNHRD Sales process includes the sales of items between Partners. As per the Memorandum for Cash Repayment from UNHRD Network Coordinator this process can be applied to sales of items stored by UNHRD on behalf of External Partners and can't be applied t sale of WFP stocks. This process is usually applied when an External Partner requires the cash repayment of the items requested by another Partner, either Internal or External, rather than approving the loan of same items, and can be applied only if the External Partner acting as Seller is able to issue an Invoice or a Debit Note to be used for the settlement of the sale. Therefore, when UNHRD Customer Service assistant receives a request from an External Partner to apply the Cash Repayment process, he/she must ensure in advance that the Partner is clearly acquainted of the above requirement. See Chapter 3.3.2 Sales Order with Cash Repayment for further details on this process.

Replenishment thru Supplier prepositioned stocks

As per Standard Operating Procedures, SUPPLIER STOCKS are Vendor's items stored within the UNHRD Network premises pursuant to a Long Term Agreement (LTA) with WFP. These stocks are not „owned‟ by any one agency and are not guaranteed to be permanently in-stock at each HRD; they are still owned by the suppliers and they are not marked with any logo/emblems, hence they are identified as UNHRD SUPPLIER Stocks. UNHRD may offer these stocks to its Partner under the same terms and conditions and pending their availability in the UNHRD Network. See Chapter 10.2 Supplier Stock for further information on this process.

Advanced Prepositioned Stock (APS)

As per a [https:// File:INSERT LINK TO SLA UGCO.png Service Level Agreement between WFP Country Office Uganda and United Nations Humanitarian Response Depot (UNHRD)] concerning prepositioning of Supplier Stocks, UNHRD manages a stock owned by Suppliers which is executed by an operating budget provided under the UNHRD Special Account. Country Office Uganda undertakes the logistics services, when and if requested, to UNHRD required to physically manage the Supplier Stock. Logistics services undertaken by CO Uganda includes storage of Supplier Stock on behalf of UNHRD in the WFP warehouse in Tororo; loading and offloading of receipt and dispatch trucks and containers in Tororo, as necessary; monitoring of Supplier Stock stored on behalf of UNHRD and report updated records to UNHRD; and organizing the transport of UNHRD items ex-Tororo warehouse. The approval of the level and composition of the Supplier Stocks is granted by the UNHRD Network Coordinator, in consultation with the CO. UNHRD follows up with suppliers on the availability and ensure the LTAs are correct and in place. Follow these links to perform the steps required to perform sales that include stocks stored in Tororo:

Sales of materials stored in Uganda

Supplier prepositioned Stock stored in Uganda


In-transit cargoes are made of items that transit into UNHRD warehouses for a limited lapse of time. These are typically no-standard items that are procured one time by either UNHRD or self-procured by Partners.

This sale is applied when it is required to manage cargo as trans-shipment for a limited lapse of time. The process identifies items that are procured on exceptional base, in case partners request to procure non-standard items (e.g. local procurement) or delivery to UNHRD items which are not part of their standard stock composition. Such kind of items transit thru the warehouse for a short lapse of time with the purpose of being shipped to final destination directly. This process is mostly applied when items procured for partners are not recommended by the Cluster and are based on ad-hoc procurement activities.

Upon request from Partners, Customer Service assistants can start Sales that requires to be processed thru in-transit when the requests involves the receipt into HRD warehouses of items which are not part of Partner's standard stock composition and that remain stored for a very limited lapsed of time.

The solution implemented in WINGS to reflect the receipt of this type of items foresees a minimum number of entries required to receive, track and dispatch them without the creation of new material codes. Items are considered as in-transit only if remain physically present in HRD warehouses for a limited lapse of time, i.e. 10 days. Thereafter, they must be processed thru standard WMS process, to include complete inbound process thru Good Receipt posting for PONFs/POWMs, put-away and complete outbound process thru registration on Sales Order, Outbound Delivery and following Good Issue. This is because after 11 days of storage it is required to ensure the liability of materials physically present in UNHRD warehouses as standard Stock Inventory.

Steps required to track during their transit and by the 10th day of storage are:

1. Upon receipt of acceptance of offer from Partner thru returned signed Proforma Invoice, enter the material codes that can be associated to the in-transit items into the Sales Order applying Item Category i.e. ZDLI (see details in Chapter 2.3. para 9 Sales Order in case of in-transit 2. Before the items are received in HRD warehouses, create the Outbound Delivery from the Sales Order (see details in Creation of Outbound delivery for in-transit items 3. Monitor the in-transit items thru the UNHRD Alert page, in the "Open SOs" or "Open ODs" lists

NOTE Mixed typology of items, e.g. standard Stock Inventory and in-transit items, can be included on same sale.