Wabash National
Customer Service
Dave Banes
Sales Mgr, Customer Service
4-15-08
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Customer Service Structure
Bruce Ewald
Senior VP, Sales &
Marketing
Rob Fortney
General Sales Mgr
Jim Hasty
VP, Marketing & Sales
Operations
Mike Bierman
Regional Sales
Director
Dave Banes
Customer Service
Mgr. x5485
Mike Hauer
Regional Sales
Director
Angela Compton
WNTC,Dealers,&
Direct, x5830
Matt Smith
Dealers & Direct
x5486
Mike McKenzie
Regional Sales
Director
Bill Lague
Dealers, WNTC, &
Direct x5509
Sara Day
WNTC & Dealers
x5601
(4) Factory Direct
Field Sales
Representatives
Doug Coffing
Dealers & Direct
x5564
Scott Buckley
Canada
x5815
Mike Eline
Director Branch
Operations
Kathy Schroll
Dealers, Direct, &
MSO’s x5482
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Cust. Service Centered Communication
Customer
Sales Rep, Dealer, or
Branch
Engineering
Production (incl.
quality, Warranty*)
Customer Service
Representative
Admin. (Legal,
Acctg., Credit)
These roles are to be
the central (but not
only) point of contact
between customers,
dealers, or outside
salespeople and rest of
the company.
COPCE
Transportation*
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Customer Service Representative

Your CSR is there to serve you and to help you secure the order!

CSR responsibilities include the following:
 Quote Review: The CSR will review your SAP quote request carefully to ensure that
all information has been provided. If anything is unclear, the CSR will ask for
clarifications. If you are unsure about anything, call first before submitting the quote
request.
 Quote pricing: The CSR will send you (via SAP) a priced quote. If there are special
pricing concerns, be sure to give that information to the CSR in advance.
 Transportation Planning: WNC needs all trailers to ship within 15 days of completion.
This means that Orders should be Advance Planned no later than 30 days prior to
production. The Transportation Dept. will provide transportation rates to you based on
mode and destination.
 CSR’s will be contacting you at least 30 days and again 10 days prior to production to
ensure that all Customer Supplied Material will be here on time.
 The CSR will track your order throughout its cycle and will let you know if there are any
issues that need addressing. You have visibility in SAP and should stay on top of your
orders as well.
 Factory visits must be coordinated through your CSR, including Pilots which must be
scheduled 45 days in advance.
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Quote Cycle Management
 Quote Turnaround times are being measured and tracked.
 Daily prioritization of quotes (work with your CSR).
 Primary bottleneck are due to incomplete, unclear, and faulty quotes submitted.
 Quotes that require extensive review and cleanup by CSR’s add time to the
turnaround process.
 Quotes that are unclear to the Costing Group may be rejected until issues are
addressed.
 “Clean” quotes move in and out of Costing much quicker!
 Quoting WNC standard designs move quicker through the process! Key
variations from Standard require WNC Executive approval.
 Avoid Re-quotes whenever possible…. they will be re-costed.
 Know which Options the customer is interested in before the quote is submitted.
 Completely fill out the quote request form.
 Respond to requests for updates on opportunities. We need follow-up on a
weekly basis.
 If Questions, contact your CSR…. They are ready to help!
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CSR Assignments - Branches
Dealer/Branch/Rep
Customer
Service
Representatives
WNTC Branch Wabash Sales
Angela Compton
(765) 771- 5482
Jeff Ward
Branch USA
WNTC Sacramento Branch
Sara Day
(765) 771- 5601
Mike Bierman
Branch USA
WNTC Scranton Branch
Angela Compton
(765) 771- 5830
Mike McKenzie
Branch USA
WNTC Phoenix Branch
Sara Day
(765) 771- 5601
Mike Bierman
Branch USA
WNTC Portland Branch
Sara Day
(765) 771- 5601
Mike Hauer
Branch USA
WNTC Miami Branch
Angela Compton
(765) 771- 5830
Mike Bierman
Branch USA
WNTC Los Angeles (Fontana) Branch
Sara Day
(765) 771- 5601
Mike Bierman
Branch USA
WNTC Columbus Branch
Sara Day
(765) 771- 5601
Mike McKenzie
Branch USA
WNTC Denver Branch
Sara Day
(765) 771- 5601
Mike McKenzie
Branch USA
WNTC Pittsburgh Branch
Angela Compton
(765) 771- 5830
Mike McKenzie
Branch USA
WNTC Dallas(& Shreveport) Branch
Bill LaGue
(765) 771- 5509
Mike Bierman
Branch USA
WNTC San Antonio Branch
Bill LaGue
(765) 771- 5509
Mike Bierman
Branch USA
CSR Phone
Regional Sales
Directors
Channel
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CSR Assignments - Dealers
Dealer/Branch/Rep
Customer Service
Representative
CSR Phone
Regional Sales
Directors
Channel
Adobe Holdings
Bill LaGue
(765) 771-5509
Mike Bierman
Dealer
Atlantic Coast/ Triad
Bill LaGue
(765) 771-5509
Mike Bierman
Dealer
Atlantic Star
Sara Day
(765) 771-5601
Mike Hauer
Dealer
Border International
Bill LaGue
(765) 771-5509
Jeff Gagnon
Dealer
Brody Trailer
Kathy Schroll
(765) 771-5482
Mike McKenzie
Dealer
Century Trailer Sales
Sara Day
(765) 771-5601
Mike Hauer
Dealer
Cobble Hill Trailer Sales
Sara Day
(765) 771-5601
Mike Hauer
Dealer
Commercializadora de Mexico
Bill LaGue
(765) 771-5509
Fleet Equipment
Doug Coffing
(765) 771-5564
Mike McKenzie
Dealer
Fleet Stop Trailers Ltd.
Scott Buckley
(765) 771-5815
Mike Hauer
Dealer
L&V Trailer Sales
Doug Coffing
(765) 771-5564
Mike Hauer
Dealer
Midwest Trailer
Angela Compton
(765) 771-5564
Rob Fortney
Dealer
N.J. Trailer and Truck
Doug Coffing
(765) 771-5564
Mike Hauer
Dealer
National Trailer Ctr of Michigan
Sara Day
(765) 771-5601
Mike Hauer
Dealer
Quality Trailer
Kathy Schroll
(765) 771-5482
Rob Fortney
Dealer
Regional International
Kathy Schroll
(765) 771-5482
Mike Hauer
Dealer
Southwest Trailers
Doug Coffing
(765) 771-5482
Mike Bierman
Dealer
Stoops
Kathy Schroll
(765) 771-5482
Mike McKenzie
Dealer
TNT Trailer Sales
Angela Compton
(765) 771-5564
Mike Hauer
Dealer
Tycorra Investments
Scott Buckley
(765) 771-5815
Mike Hauer
Dealer
Virginia Truck Center
Sara Day
(765) 771-5601
Mike McKenzie
Dealer
Wabash Trailer Sales TN
Matt Smith
(765) 771-5486
Mike Bierman
Dealer
West Valley Truck Ctr (Wabash Utah)
Angela Compton
(765) 771-5564
Jeff Gagnon
Dealer
Wick's Truck Trailers
Matt Smith
(765) 771-5486
Rob Fortney
Dealer
Dealer
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Firm Order Management
And
Sales & Operations Planning Procedure
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Firm Order Management
 FOM Policy covers the minimum requirements for Orders to be accepted by
WNC and subsequently scheduled for Production.
 Signed Sales Order Confirmation (within 30 day bid validity)
 Key items related to customer, product, pricing, EBIT, approvals, terms, special
agreements, trades, and documents.
 Procedural topics now covered in the Sales and Operations Planning
Procedure.
 Effective January 2, 2006, revised July 21, 2006
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Sales & Operations Planning
Procedure (S&OPP)
 Sales and Operations procedures to enable optimum customer
satisfaction with WNC products, services, and schedule attainment.
 Verifications and Approvals to ensure consistent compliance with the
procedures described.
 Order Specification Review
 Be sure to review the specifications with your customer PRIOR to
submitting the order in SAP, but no later than 8 business days after
the order is place. If the order is unclear and/or pickable options
have not been utilized, they may kick the order back and require a
requote.
 Documentation to be kept in the order file
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Sales & Operations Planning
Procedure (S&OPP)
Sale Order Confirmation Packet
 Includes everything you need to review with your customer.
 SOC signatory document (pricing, terms, schedule, etc.)
 Current version of Standard Terms and Conditions
 Doing Business With Wabash National
 Customer Supplied Materials Standard Requirements
 Change Order policy
 Fuel Surcharge statement
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Sales & Operations Planning
Procedure (S&OPP)
 Important Customer Supplied Materials requirements…. Review
Carefully!
 CSM Standard Requirements – review and understand
 Deadlines for receiving Decal Drawings will be enforced
 8 business days after SOC or 45 business days prior to
production… BETTER TO SUBMIT AT TIME OF ORDER.
 Drawings are required in electronic format… send to your CSR
 Late drawings have FINANCIAL and SCHEDULE consequences.
 Limit the variety of CSM as much as practical.
 Follow-up recommendations for ensuring timely arrival of CSM.
 Late arrival of CSM has FINANCIAL and SCHEDULE
consequences.
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Sales & Operations Planning
Procedure (S&OPP)
 Important Change Order Policy limitations….. Review Carefully!
 Change Order Requests inside of 45 calendar days of scheduled
production now require cross-functional approval from executives
representing Manufacturing, Supply Chain, Sales, and Product
Engineering.
 Approvals will be hard to obtain….
 Change Order fees for all Customer Requests are stiffer and vary
depending on whether a “standard” specification change or a
“custom” specification change, as well as the impact on Purchasing,
Engineering, and Manufacturing. Minimum charge is $250 per
change order!
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Sales & Operations Planning
Procedure (S&OPP)
Used Trailer
 Used Trailer quotes must be documented through SAP
 All trades must be documented by the Used Trailer Trade Form.
Order Critical Path Timeline
 New section to drive home the importance of securing orders that have
the highest probability of success in being built right the first time and on
schedule.
 Orders taken for production slots less than 50 business days (~10
weeks) away will require cross-functional approval from designated
representatives in Manufacturing, Supply Chain Management, Sales,
and Product Engineering.
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