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

• Order Processing Staff: Responsible for entering, verifying, and managing customer orders.

• Warehouse Team: Responsible for picking, packing, and shipping orders.

• Customer Service Team: Responsible for handling customer inquiries and issues.

4. Definitions

• Order: A request from a customer for products or services.

• SKU: Stock Keeping Unit, a unique identifier for each product.

5. Procedure

5.1 Order Receipt

1. Receive Order: Orders are received via email, phone, or online system.

2. Record Order: Enter the order details into the order management system (OMS) using the following fields:

   • Customer Name

   • Customer Contact Information

   • Product SKU(s)

   • Quantity

   • Shipping Address

   • Payment Method

   • Order Date

5.2 Order Verification

1. Verify Customer Information: Check that the customer's contact information and shipping address are correct.

2. 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.

3. Confirm Payment: Verify that payment has been received and is processed correctly.

5.3 Order Processing

1. Generate Picking List: Create a picking list for the warehouse team that includes:

   • Product SKUs

   • Quantities

   • Location in the warehouse

2. Send to Warehouse: Forward the picking list to the warehouse team.

3. Monitor Order Status: Track the order status in the OMS and update as necessary.

5.4 Order Fulfillment

1. Picking: Warehouse team picks the products based on the picking list.

2. Packing: Pack the products securely in accordance with packaging guidelines.

3. Labeling: Print and attach shipping labels with the correct shipping address.

4. Shipping: Arrange for shipment using the selected carrier and update the tracking information in the OMS.

5.5 Customer Communication

1. Order Confirmation: Send an order confirmation email to the customer with details of the order and estimated delivery date.

2. Shipping Notification: Send a shipping confirmation email with tracking information once the order has shipped.

3. Issue Resolution: Address any issues or queries from the customer promptly.

6. Documentation

• Order Form: Includes all order details and customer information.

• Picking List: Document used by the warehouse team to pick and pack items.

• Shipping Label: Label with shipping address and tracking information.

• Order Confirmation: Email sent to the customer confirming receipt of the order.

• Shipping Confirmation: Email sent to the customer with tracking information.

7. References

• [Your Company Name] Order Management System User Guide

• [Your Company Name] Packaging and Shipping Guidelines

8. Revision History

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