Work Instruction Outline
Work Instruction
1. Purpose
This Work Instruction provides a detailed process for handling and processing customer orders to ensure accurate and timely fulfillment.
2. Scope
This procedure applies to all employees in the Order Processing Department at [Your Company Name].
3. Responsibilities
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Order Processing Staff: Responsible for entering, verifying, and managing customer orders.
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Warehouse Team: Responsible for picking, packing, and shipping orders.
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Customer Service Team: Responsible for handling customer inquiries and issues.
4. Definitions
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Order: A request from a customer for products or services.
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SKU: Stock Keeping Unit, a unique identifier for each product.
5. Procedure
5.1 Order Receipt
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Receive Order: Orders are received via email, phone, or online system.
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Record Order: Enter the order details into the order management system (OMS) using the following fields:
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Customer Name
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Customer Contact Information
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Product SKU(s)
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Quantity
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Shipping Address
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Payment Method
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Order Date
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5.2 Order Verification
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Verify Customer Information: Check that the customer's contact information and shipping address are correct.
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Verify Product Availability: Ensure that all products in the order are in stock. Update the OMS if any products are backordered or out of stock.
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Confirm Payment: Verify that payment has been received and is processed correctly.
5.3 Order Processing
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Generate Picking List: Create a picking list for the warehouse team that includes:
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Product SKUs
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Quantities
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Location in the warehouse
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Send to Warehouse: Forward the picking list to the warehouse team.
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Monitor Order Status: Track the order status in the OMS and update as necessary.
5.4 Order Fulfillment
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Picking: Warehouse team picks the products based on the picking list.
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Packing: Pack the products securely in accordance with packaging guidelines.
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Labeling: Print and attach shipping labels with the correct shipping address.
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Shipping: Arrange for shipment using the selected carrier and update the tracking information in the OMS.
5.5 Customer Communication
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Order Confirmation: Send an order confirmation email to the customer with details of the order and estimated delivery date.
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Shipping Notification: Send a shipping confirmation email with tracking information once the order has shipped.
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Issue Resolution: Address any issues or queries from the customer promptly.
6. Documentation
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Order Form: Includes all order details and customer information.
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Picking List: Document used by the warehouse team to pick and pack items.
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Shipping Label: Label with shipping address and tracking information.
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Order Confirmation: Email sent to the customer confirming receipt of the order.
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Shipping Confirmation: Email sent to the customer with tracking information.
7. References
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[Your Company Name] Order Management System User Guide
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[Your Company Name] Packaging and Shipping Guidelines
8. Revision History
Version |
Date |
Description |
Author |
---|---|---|---|
1.0 |
2054-08-27 |
Initial creation |
[Your Name] |
1.1 |
2054-09-15 |
Updated shipping procedure |
[Your Name] |