Customer ordering process 1. Customers and sales staff place orders with the customer service department orally, in writing (by fax) or by visiting.
2. Type of order:
(1) The customer directly calls the company's customer service department: the customer service staff carefully answers and accepts the customer's order and others according to the standard terms of Huaguang telephone answering, and checks and reconfirms according to the contents listed in the customer order confirmation form of the sales department;
(2) Orders accepted by the sales staff: Manual orders must be provided according to the contents listed in the Sales Department Customer Order Confirmation Sheet (orally when traveling), and the order information must be provided to the customer service staff completely;
(3) Customer Fax Order: Check the contents of customer fax. If the listed content (compared with the content in the customer order confirmation form of the sales department) is incomplete or unclear, the salesman in charge of the customer (or the customer service personnel entrusted by the salesman) should take the initiative to call the customer and communicate with the customer about the ambiguity.
3. The customer service personnel shall record the requirements and contents accepted through the above forms on the customer information memorandum in time, and check the completeness of the order contents one by one according to the contents listed in the Customer Order Confirmation Form of the Sales Department.
4. The customer service staff will make an estimate according to the content of the order placed, inform the customer or sales staff of the waiting time for the sales department to confirm the customer's order or the response time of related questions, and thank the customers for their support and concern for the company and their understanding of your own work.
5. Does the customer service staff provide products according to the customer's requirements? In the customer information memorandum, confirm the payment method according to the company's sales contract, and check the product number, specification and corresponding unit price according to the previous transaction records and price execution plan. If it is found to be inconsistent with the price or specification, the sales staff should be called in time to verify it, and report to the customer service supervisor and marketing director until the correct unit price or specification is confirmed.
6, customer service personnel to the technical department for technical confirmation, whether it can be produced (process formula change), raw material reserves.
(1) According to the existing actual process requirements of the company and the system stipulated by the company, if it is impossible to produce, it will be sold by informing the sales staff of the specific situation in time.
Personnel (or customer service personnel entrusted by salesmen) should politely communicate with customers, apologize, give suggestions to win customers' understanding, communicate with customers carefully, and suggest customers to enter the proofing process of new product development according to requirements and actual conditions;
(2) If the customer still insists on producing according to the old process formula, the process formula shall be confirmed in writing.
(3) The reserve of raw materials directly affects the confirmation of the delivery date of finished products, and the order can only be placed after it is confirmed by the technical department. The confirmation requires written confirmation (signature confirmation), and the oral confirmation is invalid.
7. The customer service staff and the production department confirm all the terms in the confirmation letter and other items that need to be verified, such as delivery date, production date and quantity. The production department writes instructions according to the raw material reserve of the technical department, preliminarily arranges the delivery date of the finished products ordered by customers (delivery time after rewinding is completed), and writes instructions on the scheduled delivery date. Oral confirmation is invalid.
8. The customer service staff will input the above confirmation information into ERP to confirm the customer order of the sales department, and then check the printed original contents one by one and fax them to the customer for confirmation, so as to confirm that the other party has definitely received the fax.
(1) The pre-delivery date in the customer order confirmation of the sales department confirmed by the customer is the finished product completion date, which is different from the delivery date. Customer service department can adjust the pre-delivery date appropriately according to the actual situation of customers (payment method and order priority) with the confirmation of sales staff (consider relaxing the delivery date appropriately).
9. Sales personnel (or customer service personnel entrusted by sales personnel) should patiently and meticulously ask customers to designate a special person to sign or seal it back. The returned parts must be carefully checked. If there is any mistake, the signature and seal are unclear, and the special requirements are unknown, please be patient and reconfirm. After the receipt is clear and correct, a production order is formed.
(1) by customer level? According to the customer classification standard, if Class A customers can't send back the customer order confirmation to the sales department immediately, they can issue the production order directly and then issue it later.
(2) Class B and Class C customers need to issue production orders after receiving the confirmed sales customer orders (customers who need to pay the deposit need to wait for the deposit to arrive).
(3) If the customer's order confirmation is not received on the same day, the scheduled delivery date will be automatically postponed, and the order will be placed one day later, and so on.
10. The customer service staff should sign the production order and send it to the head of the production department, and specify the terms and quantity, delivery date, production date, allowable error, packaging requirements, special provisions, etc. Again in the order, and ask the person in charge to sign or seal the order to make it clear. And send a copy to the technical department.
(1) At present, the customer order confirmation of the sales department replaces the production order, and the delivery date confirmed by the production department is the scheduled delivery date on the written instructions in advance, not the delivery date on the customer order confirmation of the sales department.
1 1. The customer service assistant shall supervise and inspect the progress, product quality, quantity and production time of the production process according to the supervision tips in the customer's confirmation letter, communicate and report the problems in time to ensure normal delivery.
(1) The production department shall immediately notify the customer service department if there are any abnormal conditions such as production and technology in the production process, and the customer service staff shall promptly notify the sales staff after clarifying the situation, and report to the customer service supervisor and the marketing director. Customer service supervisor and marketing director should communicate with sales staff and customer service personnel, make emergency treatment plan for customers under abnormal circumstances, and try their best to gain customers' understanding.
12. The customer service department should know the production progress and completion in time according to the daily (or timely) production report data.
(1) The customer service personnel (according to the customer order confirmation requirements of the sales department) and the quality inspection department (according to the product ex-factory standard requirements) complete the inspection of finished products (finished paper), and check that the requirements of product quantity, packaging, labels, etc. meet the standards, and the quality inspection department completes the warehousing of finished products.
13. For the qualified products that have been delivered out of the warehouse, the customer service personnel shall immediately notify the salesman that the order is completed, and the customer service personnel shall review the customer's delivery terms, payment terms, settlement methods and other items according to the customer's sales contract, and send them to the finance department for verification and payment. After the financial department signs for approval and verification, it will sign or seal to show the implementation of payment.
(1) Class A customers can arrange delivery directly according to the terms of the customer's sales contract.
(2) The customer service staff provides the Notice of Receiving the Balance for Class B and Class C customers according to the number of finished products produced, and the sales staff and customers collect the balance (payment).
14. The customer service staff issued the Notice of Goods Sales and Delivery (Application) (manual delivery form), and the delivery staff delivered the goods according to the sales delivery form.
(1) After receiving the financial check, the customer service staff will review and recheck the delivery conditions and the data on the invoice again. After checking and confirming (the items written on the receiving address, consignee and contact information are completely correct), the distributor can be notified to prepare for delivery.
(2) The consignor shall not deliver the goods without receiving the Notice of Goods Sales and Delivery (Application) (manual invoice). In case of emergency, the customer service staff really can't invoice in time, so they should report to the customer service supervisor, who will inform the shipper to deliver the goods first, and then make up the manual invoice.
15. Explain to the client item by item according to the contents and terms in the invoice, and carefully explain and repeat the items required by the client to show understanding. Please fill in the required part of the delivery notice carefully.
16. After the goods are delivered, the shipper should carefully check whether the authenticity of the contents and the specific arrival time meet the conditions of the confirmation letter, and immediately send a delivery notice to the customer. The customer service staff will call to confirm that the customer has received a clear fax and thank the company and the recipient. We added trouble to him for this job.
(1) The consignor submits the sales invoice issued by the computer to the customer service staff of the customer service department for unified filing every month.
17. The customer service staff will follow up the arrival of the goods according to the inspection time in the delivery notice, ensure the accurate arrival time, know the problems encountered in transportation in time, communicate with customers in time, and reduce unnecessary misunderstandings. And inform the salesman of the arrival date and situation.
18. Communicate with the transportation personnel on time and master the specific arrival time, and ask the customer to enter the product use service process after signing the arrival receipt.
The five processes of order are mainly embodied in five links:
Ordering user orders
The link for users to place orders is that the front desk customers, that is, members, browse the mall website to select goods and submit orders. The system allows members to modify or cancel their own orders and other order management related operations within a certain period of time, that is, before the member orders are submitted to the background administrator for confirmation.
Order confirmation order
After the member's order is submitted to mall system, the administrator of mall system will contact the member by phone to confirm the data information of the order. The contents of confirmation mainly include whether the harvest address filled in by members is true and valid, and the relevant information of commodity distribution. The system provides the administrator to confirm the validity and invalidity of the order, and the invalid order administrator can cancel it directly. If the member order has been confirmed, it cannot be modified.
Order distribution order
After the order is confirmed to be valid, the store administrator will assign the order to the logistics and distribution department or personnel to prepare the goods for delivery. The delivery of the order is done offline. According to the offline delivery situation, the mall administrator modifies the delivery status of online orders in the mall for identification.
Order order set
The collection of orders is mainly handled in two ways: cash on delivery and cash on delivery.
Generally speaking, the payment status of the confirmed order is confirmed by the financial personnel. If it is a cash on delivery order, the financial staff will modify the payment status of the order according to the feedback from the delivery staff. If it is a payment-to-delivery order, the financial personnel can confirm the payment status of the order through the remittance from the post office and the arrival of the bank account.
Order collection is an independent link in the whole order processing flow and does not depend on any other link. As long as the valid order is confirmed, the financial personnel can track its collection.
Order shipment order