WHY THIS MATRIX MATTERS
Helping you get quick answers while keeping workflows clean and efficient:
- Know exactly who to contact – no more guessing.
- Speed up problem-solving by routing queries correctly.
- Reduce noise so the right people focus on the right issues.
- Support training with clear roles and responsibilities.
- Encourage teamwork and better customer service.
HOW TO USE THE ESCALATION MATRIX
Logging a Query
a. Identify the category that best matches your query, request, or report
b. Click View Contacts
c. Select at least four key pieces of information you have available (e.g., PO number, SKU, customer name, date)
d. Click Compose Email
e. Insert the relevant details into the body of the pre-written email template before sending
Escalating an SLA Failure
a. Repeat steps 1.a and 1.b
b. Identify the escalation contact listed for your category
c. Locate the original email in your Sent Items
d. Forward the request to the escalation contact, adding context if needed
SLA Guidelines
- A response should be received within 4 hours of logging the query.
- The 4-hour rule does not guarantee full resolution but ensures acknowledgment and an estimated resolution timeline.
- If no response is received within 4 hours, escalate using the protocol above.
GENERAL QUERIES
Emergencies, urgent issues, security concerns, site and system access.
Keywords: emergency, urgent, security, compliance, tampering, theft, site access, vendor, supplier, new staff
Emergencies / Urgent Requests
For critical situations requiring immediate attention, safety incidents, or time-sensitive issues affecting operations.
Security & Compliance
Safety protocols, security breaches, audit requirements, regulatory compliance matters.
Tampering / Theft Incidents
Product tampering, suspected theft, missing inventory, unauthorized access to restricted areas.
Site Access Enquiries
Visitor passes, contractor access, facility entry permissions, gate passes, parking permits.
System Access (New Staff)
User account creation, login credentials, ERP/WMS access, email setup, system permissions for new employees.
Vendor / Supplier Issues
Third-party concerns, supplier delays, vendor performance issues, external service provider problems.
QUALITY
Product quality, regulatory checks and compliance concerns.
Keywords: quality, product defect, regulatory, compliance, batch, testing, inspection, approval, certification
Tip: Attach photos, batch details and supporting documents.
Product Quality / Regulatory
Product defects, batch issues, quality concerns, regulatory approvals, certification requirements, safety testing, compliance documentation.
INTERNATIONAL TRANSPORT
Imports, exports, customs, documentation and freight.
Keywords: import, export, customs, shipment, container, tracking, airfreight, sailing, freight forwarder, duty, tariff, documentation
Tip: Always include shipment or container number.
Customs Docs Issues
Shipment Tracking
Sailings / Airfreight Schedules
Quotes / Estimates
Tariff / Duty Queries
Freight Forwarder Coordination
CUSTOMER SERVICE
Orders, pricing, cancellations, returns and customer complaints.
Keywords: order, delay, missing items, incorrect, cancellation, invoice, pricing, product info, complaint, delivery, return, RA, collection, booking
Tip: Include customer name and order number in the subject line.
Order Status / Delays
Incorrect / Missing Items
Order Cancellations / Changes
Invoice / Pricing Queries
Product Information
Customer Complaints
Delivery Delays / Missed Bookings
Collections – External
Return Requests
RA + Processing Status
SYSTEMS
Internal Systems (Revlon & External Support)
Keywords: ERP, WMS, integration, system error, data sync, technical issue, software, database, API, bug, IT support, RPM
Tip: Add screenshots of error messages and timestamps.
Internal Systems (Revlon)
System / Integration Issues
ERP / WMS Errors
Data Sync Issues
Changes / Improvements
External Support (RPM Resources)
System / Integration Issues
ERP / WMS Errors
Data Sync Issues
Changes / Improvements
DOMESTIC DISTRIBUTION
Local transport, PODs, urgent reschedules and carrier issues.
Keywords: transport, delivery, POD, proof of delivery, collection, carrier, reschedule, local, domestic, truck, driver
Tip: Include delivery date, location and customer details.
Collections – Internal
POD Requests
Rescheduling – Urgent
Carrier Issues
COMPONENT WAREHOUSE
Inbound discrepancies, materials, space, labour and stock queries.
Keywords: component, inbound, discrepancy, material, shortage, cycle count, SOH, stock, transfer, bonding, quarantine, disposition, warehouse space, labour, PO, job number
Tip: Add PO or Job number for traceability.
Delivery Discrepancies
Plan Changes / Job Dispatch Errors / Material Shortages
Picking Plan / Pack Off
Cycle Count Requests / SOH Verification
Stock Transfers / Bonding / Quarantine / Dispositions
Warehouse Space / Labour / Equipment Shortages / Offsite Storage
FINISHED GOODS WAREHOUSE
Picking, dispatch, stock levels, master data and FG operations.
Keywords: picking, dispatch, packing, out of stock, FG, finished goods, master data, invoicing, cycle count, SOH, stock transfer, warehouse space
Tip: Attach screenshots for SOH or pick discrepancies.