It is important that Purchasing Person knows how to communicate with the Vendors in a certain way that is beneficial for AdvaCare. Communication with Vendors has several important aspects that are described in this SOP.
About AdvaCare
There are several rules of what Purchasing Person can and cannot say to a Vendor.
Never mention the words ‘our client’ or even ‘client’ in general. For the Vendor AdvaCare is the client. AdvaCare has a distribution chain in many different countries, but for the Vendors we are the client who makes the decisions and makes payments. Even in cases when Salesperson mentions ‘our client’ Purchasing Dept. needs to replace it with ‘we’ when informing the Vendor. This is very important for strategic positioning who AdvaCare is in the relationships with Vendors.
When introducing AdvaCare to a new Vendor, Purchasing Person must describe the company as an American owned, global pharmaceutical company with distribution in around 63 countries all over the world. AdvaCare focus countries are Africa, Middle East and South East Asia. AdvaCare should be not be described as ‘Trading Company’ to any new Vendor. AdvaCare outsources production of AdvaCare branded products to many different Vendors in China and India.
When referring to the importers in the countries AdvaCare works with (internally ‘clients’ or ‘customers’), the right terms to use are ‘distributor’ or ‘partner’.
Use email templates when contacting a Vendor by email for the first time.
Follow up process
Vendors (especially in India) are often slow to reply by email. In this case, Purchasing Person should not sit and wait for the reply or give up on receiving the Vendor reply easily. When Vendor is not replying for more than 2 days, Purchasing Person needs to follow up. The most effective ways to follow up with a Vendor:
Check Vendor website again to see another available contact way except email;
Phone calls are usually most fast and effective, if there is no personal mobile number then Purchasing Person can call the office line of the Vendor;
If Purchasing Person already knows the contact person information, send a message to the Vendor by Whatsapp, QQ or another messaging service.
Purchasing Dept. in India must use Whatsapp groups to communicate with the Vendors on daily basis.
If one of the existing Vendors is not replying on some urgent and important matter, Purchasing Person can ask Purchasing Dept. Manager to help to push the Vendor.
Replying to Vendors
After providing prices, usually Vendors will follow up with Purchasing Person to receive the feedback. Purchasing Person should not ignore the Vendor and should provide feedback, whatever the feedback is. For example, the feedback can be that the prices provided are too high for the market. Or that AdvaCare is still checking on the prices and will get back to the Vendor later. Purchasing Person should always stay polite with the Vendor as it is possible the same Vendor will be needed in future, therefore Purchasing Person must always give some reply when Vendor is following up.