SOP: Inbound Inquiries

Purpose

To standardize the handling of customer inquiries, ensuring timely and accurate responses while maintaining proper documentation in FreshDesk.

Notes

  • All customer communication, including inquiries from the Kellogg’s Store website and external sources (such as Kellogg’s corporate inquiries), must be documented in FreshDesk.

  • FreshDesk is TMP’s central system for tracking customer interactions.

Roles Involved

  1. EPI Customer Service Team: Primary responsibility for handling inquiries.

  2. TMP Account Manager (Joe): Assists with escalations and complex inquiries.

Receiving Inquiries

The following are the ways customers can reach out:

  1. Form submissions on kelloggstore.com

  2. Email inquiries sent to the Kellogg’s Store support email.

  3. Phone calls to the customer service number listed on the website.

  4. Physical mail should always be logged in Freshdesk, and should go straight to TMP Account Manager (Joe). Also, notify AM on Teams with FD ticket number.

Inquiry Handling Process

  1. If the inquiry (form submission, email, phone call) is clearly spam, ignore and close, but make sure it is recorded in FreshDesk.

  2. Assume that inquiries are from customers based in the US, but if there is any indication that the inquiry lives outside of the US escalate to TMP Account Manager (Joe).

  3. If the inquiry is about a regular food product in a grocery store, look at the brand, and determine what category the brand falls under:

    1. If Kellanova Product (they are no longer a client post-split). Send the customer this link: https://www.kellanovaus.com/us/en/contact-us.html and explain that the brand they are looking for is actually a Kellanova brand and is an independent and separate company from WK Kellogg. If the inquiry is a phone call, give them this number: 1-877-453-5837. These are the Kellanova brands:

      1. Pop-Tarts

      2. Cheez-It

      3. Carr’s Crackers

      4. Pringles

      5. Rice Krispies Treats (Rice Krispies Cereal is WKKC)

      6. NutriGrain

      7. RXBAR

      8. Eggo

      9. MorningStar Farms

      10. Austin Crackers

      11. Club Crackers

      12. Kellogg’s Graham Crackers

      13. Pure Organic

      14. Town House Crackers

      15. Toasteds

      16. Zesta

    2. If WK Kellogg (WKKC / our actual client) Product, forward to consumeraffairs@wkkellogg.com or 1-800-962-1413. These are the WKKC brands:

      1. Frosted Flakes

      2. Froot Loops

      3. Frosted Mini Wheats

      4. Special K

      5. Rice Krispies Cereal

      6. Raisin Bran

      7. Kashi

      8. Corn Flakes

      9. Corn Pops

      10. Apple Jacks

      11. Cracklin’ Oat Bran

      12. Honey Smacks

      13. Krave

      14. Smart Start

      15. Mueslix

      16. Bear Naked

      17. Eat Your Mouth Off

      18. All-Bran

      19. Crispix

      20. Vector

      21. Extra

    3. If the food product doesn’t fall under any of these brands, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  4. If the inquiry is regarding Kellogg’s merch on our site, Photo-On-A-Box, or any other question about Kelloggstore.com and our products, CSRs are to answer the questions based off of our Question Answering Process (see below). If unable to answer, or unsure, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  5. If you feel the inquiry doesn’t fit into any of the above categories, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Question Answering Process

Overview

  • Response Time: All inquiries must be acknowledged or answered within 24 business hours.

  • Ticket Closure: Do not close a ticket until the inquiry is fully resolved.

  • TMP Support: CSRs ensure resolution, and TMP ensures CSR inquiries are addressed promptly.

  • Here is a standard acknowledgement email to send to customer when waiting on info from TMP:

Hi _,


Thanks for reaching out to the Kellogg’s Store! We’ve received your inquiry about _. We are looking into this and will get back with you shortly!

Thanks,

Kellogg’s Store Customer Care

High-Urgency Inquiries

  1. Any questions or requests from WKKC or Kellanova employees - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  2. Anything regarding technical issues with the Kellogg’s Store site - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  3. Any inquiries from another company (not obvious spam or promotion emails) interested in learning more about TMP or Kellogg’s Store - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Product Questions

For questions regarding item details:

  1. Find the product on https://kelloggstore.com/. Look for the product under either “Photo on a Box”, “Frosted Flakes”, “Froot Loops”, or “Vintage”.

    1. If you can’t find product under these pages, try using the Search feature on the site.

    2. If you still can’t find the product, escalate to TMP Account Manager (Joe) by messaging them with the ticket number in Teams.

  2. Once you find the product page:

    1. If there is an answer to their question in the page content, respond to the customer accordingly.

    2. If the answer to their question is not on the page, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Order Status Questions

For questions regarding order status, reply to the customer with what information is available on your end. If you don’t have the answer to their question, then escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Pricing Questions

For all pricing related questions, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Returns Questions

Any questions relating to returns or exchanges, see the following for more information: https://kelloggstore.com/pages/return-policy If the answer can be found here, reply to the customer accordingly.


Please note that Photo-On-A-Box has a different return policy than the other items on our site.


If the following page does not answer the customer question, please escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.


All discussions on returns need to be documented in the specific order on shopify.

Refunds Questions

All refunds need to be approved by TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

All discussions on refunds need to be documented in the specific order on shopify.

Shipping Policy Questions

Any questions related to our Shipping and Handling process should be answered by referring to the following page and responding to the customer accordingly: https://kelloggstore.com/pages/shipping-information 


If the following page does not answer the customer question, please escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

All Other Questions

Any other question not included in the above guide should be escalated to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.


When escalating questions to TMP, the Account Manager will take note of any other frequently asked questions and add to this guide.

“Freebies” Questions

It is not in our process to offer anyone “Freebies”, but we do handle these on a case by case basis. Whenever there is a “Freeby” question from a customer, notify the TMP Account Manager (Joe). However, in most cases we will not be able to fulfill their request. If the TMP Account manager says we are unable to fulfil their request, you can say something along these lines:


Thank you for your inquiry.

While it is not possible to fulfill your wishes at the moment, you can find a great selection of _ at our store to purchase at this link: _

Finding Orders in Shopify

When a customer asks about their order on the Kellogg’s Store, check on the order in Shopify for more context. Every CSR should have a login to Shopify. If not, notify the TMP Account Manager (Joe) for access.


To find the order in Shopify, you will need to copy the email from the Freshdesk ticket and paste in the Shopify search bar.

The customer’s email address can be found in Freshdesk by opening the ticket and hovering over the customer’s name. From here, a box should appear with the email address. SEE SCREENSHOT:


From here, go to Shopify under Orders and paste the email into the “Order Search” to find the order. SEE SCREENSHOT:


If you are unable to find the order, please reach back out to the client and ask for the email address they used on the order. You can also try searching by Customer Name.

If you are still having trouble finding the customer, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.


NOTE: Please remember to take notes in the comments section of the order whenever you make a change to an order.