WHO TO CONTACT The Who To Contact list is designed to help you start troubleshooting within your own boutique! Retail Ops has compiled a list of common issues or questions that may occur within the four walls of your shop. This guide will give you the know-how to solve the problems that arise or when to escalate to the appropriate parties. Each question or issue will fall under one of six categories: IT, HR, Marketing & Events, Maintenance, Retail Operations, and Visuals. Issues or questions are listed alphabetically within each section. Make sure to follow the instructions specified for each. Unless otherwise stated, please follow the processes outlined before contacting Retail Ops. If your issue is not listed within this document, please contact your Area or Regional Manager who will then decide to elevate to Retail Ops.
Retail Ops | Who To Contact - March 2020
HR
THE ISSUE Benefits Questions
THE CONTACT
THE DETAILS
Please contact Debra
debra.allen@sugarfina.com
THE ADDITIONAL INFORMATION
Allen Employee Relations
Please contact Debra
debra.allen@sugarfina.com
Allen HR Resource Training
Please contact Debra
debra.allen@sugarfina.com
Allen Leave of Absence
Please contact Debra
debra.allen@sugarfina.com
Allen New Boutique
Please contact Debra
Opening HR supplies
Allen
New Hire Forms
Please contact Haila
debra.allen@sugarfina.com
haila.lee@sugarfina.com
Lee
New Hire Form can be accessed via this link on TTR
Offer Letter
Please contact Haila
Questions
Lee
Onboarding
Please contact Haila
Questions
Lee
Paycheck Issues
Please contact Sehee
haila.lee@sugarfina.com
haila.lee@sugarfina.com
sehee.kim@sugarfina.com
Kim Paycom Questions
Please contact Sehee
sehee.kim@sugarfina.com
Kim
Retail Ops | Who To Contact - March 2020
HR
THE ISSUE
THE CONTACT
THE DETAILS
Payroll Questions or
Please contact Sehee
sehee.kim@sugarfina.com
Issues
Kim
Personnel Changes –
Please contact Debra
Promotions
Allen
Personnel Changes –
Please contact Sehee
Transfers
Kim
Recruitment – Job
Please contact Haila
Postings
Lee
Resignations
Please contact Debra
THE ADDITIONAL INFORMATION
debra.allen@sugarfina.com
sehee.kim@sugarfina.com
haila.lee@sugarfina.com
debra.allen@sugarfina.com
Allen Safety Program
Please contact Debra
debra.allen@sugarfina.com
Allen Worker’s
Please contact Debra
Compensation
Allen
General/Non-urgent
Please email HR
debra.allen@sugarfina.com
HR@ sug a r f ina .co m
HR/P&C Matters
Retail Ops | Who To Contact - March 2020
IT/TECHNICAL ISSUES
THE ISSUE
THE CONTACT
THE DETAILS
THE ADDITIONAL INFORMATION
retailit@sugarfina.com
App/Software
Please reach out to
Download
Retail IT
EMERGENCY POS
Please email or call
Issues
Retail IT immediately
Failed Transactions in
Follow procedures in
Queue
your ROPM on The
resolved, please email
Tasting Room
Retail Ops
retailit@sugarfina.com 1.855.999.3462
Click for link - HERE
If the issue is not
Internet Issues
Email Retail IT Team
retailit@sugarfina.com
1.855.999.3462
IT Help
Email Retail IT Team
retailit@sugarfina.com
1.855.999.3462
Missing SKUs/SKUs
See Add/Update Doc
Click for form – HERE
If you need additional
won’t ring up
in OneDrive
help, please email
(Shopkeep)
Retail Ops
Missing SKUs/SKUs
See Add/Update Doc
won’t ring up
in OneDrive
Click for form – HERE
If you need additional help, please email
(SuitePOS)
Retail Ops Will be uploaded by our
Missing Transactions
Operations weekly on Mondays
OneDrive Issues
Please contact Retail
retailit@sugarfina.com
IT Password for Store
Please contact Retail
Password
IT
Make sure to cc’ Retail Ops
retailit@sugarfina.com
Retail Ops | Who To Contact - March 2020
IT/TECHNICAL ISSUES
THE ISSUE
THE CONTACT
Password Reset for
Please contact Retail
IT
Phone Issue
Email Retail IT
Postmates Questions
Submit requests thru
or Issues
the HELP center on the Postmates tablet
Shopkeep Account –
THE DETAILS
THE ADDITIONAL INFORMATION
retailit@sugarfina.com
retailit@sugarfina.com
Customer Support: www.help.postmates.com Partner Support Line: 888.815.7726
1.855.999.3462
If issues is not resolved, please contact Retail Ops
retailops@sugarfina.com
CANADA ONLY
Email Retail IT
retailit@sugarfian.com
CANADA ONLY
Email Retail IT
retailit@sugarfina.com
CANADA ONLY
Email Retail Ops
Password Reset Shopkeep – Chase Card Reader Issue Shopkeep – Hardware Not Working Shopkeep is Down
Email your DM to make them aware of
Call Shopkeep POS Tech Support: 1.877.770.4685
the issue Shopkeep – Not
Call Shopkeep POS
Working Properly
Tech Support
If the issue is not resolved, please email Retail IT
1.877.770.4685
If the issue is not resolved, please email Retail IT
SuitePOS – Access
Follow procedures in
for Existing
the ROPM
Click for link – HERE
For additional help, reach out to Retail
Employees
Ops Click for link - HERE
SuitePOS – Card
Follow procedures in
For additional help,
Reader Not
Boutique
reach out to Retail
Connected
Troubleshooting
Ops Retail Ops | Who To Contact - March 2020
IT/TECHNICAL ISSUES
THE ISSUE
THE CONTACT
THE DETAILS Click for link - HERE
THE ADDITIONAL INFORMATION
SuitePOS – Card
Follow procedures in
Reader Signed Out
Boutique
reach out to Retail
Troubleshooting
Ops
SuitePOS – New
Follow procedures in
Employee Login
the ROPM
Click for link – HERE
For additional help,
For additional help, reach out to Retail Ops
SuitePOS Issues –
Email Retail IT
retailit@sugarfina.com
Please provide a detailed summary of the issue. See
Other Than Listed
EMERGENCY SuitePOS issues for emergencies.
UberEats
Email account management team for your market
L.A. Boutiques: eatsla@uber.com N.Y. Boutiques: ubereatnyc@uber.com
Retail Ops | Who To Contact - March 2020
MARKETING/EVENT ISSUES
THE ISSUE
THE CONTACT
Advertising
Please contact Hey
Opportunities
Sugar!
Candy Bar – Offsite
Please fill out the Event Request form for your District
THE DETAILS
THE ADDITIONAL INFORMATION
heysugar@sugarfina.com
WEST
Make sure you followed the
EAST
Events Life Cycle and
NORDSTROM
Retail Events Guide before submitting request
donations@sugarfina.com
Charitable Opportunities
donations@sugarfina.com
Donation Requests
In-Store Paid Events
Please fill out the Event Request form for your District
Retail Marketing
Please contact
Questions
Sephora Noormand
WEST
Make sure you followed the
EAST
Events Life Cycle and
NORDSTROM
Retail Events Guide before submitting request
sephora.noormand@sugarfi na.com
Retail Ops | Who To Contact - March 2020
MAINTENANCE ISSUES
THE ISSUE
THE CONTACT
EMERGENCY
Call your Area or
Maintenance Issues
Regional Manager
THE DETAILS
THE ADDITIONAL INFORMATION
immediately Lock/key Issue
Email Retail Ops
retailops@sugarfina.com
Maintenance/Repair
Email Retail Ops
retailops@sugarfina.com
Request
Retail Ops | Who To Contact - March 2020
RETAIL OPERATIONS ISSUES
THE ISSUE Deposit Bags & Slips
THE CONTACT
THE DETAILS
Retail Ops Picklist
THE ADDITIONAL INFORMATION Orders must be placed by the 1 st of the month.
FedEx Same Day
FedEx Customer
Issues
Service
Office Depot Issues
Email Retail Ops
Retail Operations
Please contact
Questions
Maritza Murguia
Tasting Room
Please contact
Questions
Maritza Murguia
1.800.399.5999
retailops@sugarfina.com
mari t z a. murgui a@sugarfi na. com
mari t z a. murgui a@sugarfi na. com
1 st t i m e l o g i n : u s e r n a m e i s firstnameinitiallastnamebirt hday(noyear)/password is Sugarfina1
Training Questions
Please contact
mari t z a. murgui a@sugarfi na. com
Maritza Murguia
Retail Ops | Who To Contact - March 2020
VISUAL ISSUES
THE ISSUE
THE CONTACT
THE DETAILS
Email Retail Visuals
retai lvi suals@sugarfi na. com
Email Retail Visuals
retai lvi suals@sugarfi na. com
Visuals – Floorset
Please contact Heidi
heidi.kinsella@sugarfina.com
Inquiries
Kinsella
Visuals – Graphics
Please contact Heidi
Shelf talkers –
THE ADDITIONAL INFORMATION
Questions or Requests Signage Questions or Requests
heidi.kinsella@sugarfina.com
Kinsella Visuals – In Store
Please contact Heidi
Props & Fixtures
Kinsella
Visual Merchandising
Please contact Heidi
Questions
Kinsella
heidi.kinsella@sugarfina.com
Heidi.Kinsella@sugarfina.com
Retail Ops | Who To Contact - March 2020