1. Receiving customer feedback: After receiving the customer feedback, the second-line customer service inquires about the customer's order information and understands the details of the problem, confirms what kind of goods the customer needs, and verifies the shelf inventory.

2. Confirm the shortage: If the shortage is found, the second-line customer service needs to further confirm the shortage (such as whether there is any stock in the warehouse and when it is expected to be available). ) and recorded in the relevant system.

3. Submit replenishment application: If it is confirmed that replenishment is needed, the second-line customer service will submit a replenishment application to the warehouse, including information such as replenishment quantity and product model, as well as the urgency and time requirements of replenishment.

4. Warehouse stocking: After receiving the replenishment application, the warehouse will start stocking, inspection and packaging to ensure that the correct goods are provided as required and delivered within the specified time.

5. Delivery: After the warehouse is ready, it will be sent to the logistics department for distribution, so that it can be delivered to customers in time.

6. Feedback to customers: Second-line customer service should ensure that customers receive relevant products and confirm whether the problem has been solved. If the problem remains unresolved, they need to contact the customer again in time to find a solution.

The above are the basic steps of the second-line customer service replenishment process, and the detailed process must be based on the actual situation of the enterprise.

Normal purchase orders: regular purchase orders, most of which are of this type. Here to add, in the supply chain, purchase orders are generally referred to as PO orders, that is, the abbreviation of purchase orders.

Gift purchase order: this part of the goods is given to us by the supplier, and the general purchase price is 0.0 1 (it seems that 0 yuan is not allowed to purchase within tax); If there is a gift inventory in the commodity inventory, the gift purchase order will enter here. Personally, I think certificates can be distinguished, and it is useless to distinguish stocks. One more field in commodity inventory will increase the complexity of commodity cost calculation, warehousing and commodity inventory services.