Fulfillment Order Processing

Transcription

1 Page 1 of 6 1. Purpose and Scope To provide basic instructions to Customer Service Representative regarding the entry and processing of fulfillment Client Orders. 2. Definitions Manifest Pull Request Manufacture on Demand (MOD) O/E Phone Order Form (TG 109 rev. 6/98) Packing Slip An internal document that lists multiple inventory requests including complete description of each item, skid #, location of stock, quantities requested and the destination or requesting area. A printed piece that is customized (ie flyers with variable print) An internal document that is used by Account Managers and Customer Service Representatives to record customer order specifications. A Promail generated document that includes order information, ordered by, ship to, items, quantities, lot #'s and location. Produce on Demand (POD) A printed piece with no customization on it (ie a generic flyer) VeraCore Batch Summary Sheet Work Ticket A VeraCore document listing all of the pickslips that were printed in the order entry process. An internal document generated via ProMail that provides detailed job instructions to effected departments. This term is used synonymously throughout TGI as "Task Sheet". 3. Responsibilities CSR PICK/PACK SUP Customer Service Representative Pick & Pack Associates Supervisor

2 Page 2 of 6 4. Authority FUL MGR Fulfillment Manager 5. Revision History Rev 1 (7/23/09) Change to step 3.1. No retraining required. Rev 2 (12/14/09 Changes throughout. Re-training required. Revision 3 (6/10/13) Added 2 instruction references. No retraining is required. Revision 4 (2/17/13) - Add Step 5. Re-training is required. Revision 5 (3/6/15) - Changes throughout WI. Re-training is required. Revision 6 (8/21/15) - Added Step 5. Retraining is required. Revision 7 (1/28/16) - Changes to Step 6. Retraining is required. 6. Instructions 1. Basic Overviews Order processing varies by client. Each client will be processed by their Statement of Work/Contract Guidelines. Each processing step will be outlined below. NOTE: These are basic instructions, each facility and clients have specific needs and may use some or all of the below processes. 2. TGI CSR key orders A. Receive order Receive orders via fax, phone, US mail or . Phone orders are recorded onto an phone order form (TG-109) rev 6/98 [click here to view]. Fax orders are confirmed with a phone call to the client to verify receipt of the order and to clarify shipping mode desired (Fed Ex, UPS, USPS). B. Enter Order (s) intoveracore A qualified CSR will enter the order(s) into the VeraCore order entry format. The order number is recorded onto the original fax received or the O/E Phone Order Form. This is done so that discrepancies or questions can be traced in the future, if necessary. C. Verifies Order Entry

3 Page 3 of 6 Instructions (Continued) Look over the information you keyed to ensure accuracy. You can make changes at this point by choosing modify orders. If you do not catch an error at this point, you can make an adjustment after processing has taken place. If the order is accurate submit it and then you will be given the next sequential order number. D. Processing Orders Select Production, Select Process All Unprocessed orders (The system will process pick slips for each order you have to be shipped) you will need to match them up as you verify the orders. If you notice you made an error you can make changes at this time. You will select Production, intercept shipping orders; enter order id; submit slips to intercept, confirm intercept manifest (in warehouse account side). Select order and then order or to add to order. A staging manifest may print after orders. Ensure you keep the staging manifest with the correct batch or orders. Look at each order in order to check for a shipping method other than ground. If other than ground, It should be segregated for special processing. The orders are forwarded to Pick & Pack/Shipping Department. 3. Processing of Client Keyed Orders Through Order Uploading in Promail Various clients have been set up to key their own orders. The TGI CSR processes these orders through the Order Upload Procedure. The step below are the basic format, certain clients may have special data or conditions that need to be added when/before the orders are processed. See the Statement of Work or contract for these instructions. A. Select Client order management site Select Orders Select upload a batch order from file. Select browse key. Select today's date file. Select the enhanced literature or enhanced merchanise Submit order-once the file is generated-you will see the number of orders generated from file. B. Generate Packing Slips Select Production Select assign orders to order processing stream-assign stream Select unprocessed orders. Pickslips will be processed (can be 1 or 2 copies) C. Review Packing Slips

4 Page 4 of 6 Instructions (Continued) CSR will verify orders printed versus batch sheet (Promail document stating orders printed) CSR will reprocess any missing orders. NOTE: Ann Arbor Fulfillment center's orders print directly to their printers, the Pic/Pac Associates perform the above quality check on the orders versus the batch sheets and will get with CSR on any descrepancies. D. Route orders to Picking /Packing Department Once orders are printed and verified, they are routed to the Picking/Packing Department for Processing & Shipping. (Except for Ann Arbor facility) 4. Resolve Discrepancies Any questions regarding the ability to ship any items ordered are directed back to the CSR by the Pick & Pack Supervisor for prompt resolution. 5. Print on Demand (POD)/Manufacture on Demand (MOD) Orders Certain clients will have inventory items that are printed/manufactured in the TGI Print Department. There are 2 types: A. Produce on Demand (POD): a no customization printed piece (ie generic flyer or catalog) B. Manufactured on Demand (MOD): a customized printed piece (ie flyers with variable print on them) There are specific procedures that are set up to handle both instances from order placement to printing manufacturing thru quality checks. 1. Order Placed: production forms produced thru veracore and sent to print department for print manufacturing. (*NOTE - POD & MOD print requests need to be confirmed to place items in the inventory. Different clients have different associates that perform this duty) After confirming the items are set for QC. 2. QC: All POD/MOD items go thru a QC step by either a receiving, CSR, or Pic/Pac Associate. Once this is accomplished, the order is ready for processing. 3. Pic/Pac Ship: Once QC is finished, materials are forwarded to Pic/Pac for processing and shipping. 6. Verification of Shipping Once orders have been processed and shipped by the fulfillment associates, the orders will be returned to the CSR Department the following morning. The orders will then be verified daily against the unshipped orders report.

5 Page 5 of 6 7. Procedure References No procedures are referenced by this instruction. 8. Instruction References FULFILLMENT PICK & PACK INSTRUCTION WI RECEIVING NON-WEB BASED CLIENT ORDERS WI

6 Page 6 of 6 9. Addendum - Flow Chart Basic Overviews TGI CSR key orders Processing of Client Keyed Orders Through Order Uploading in Promail Resolve Discrepancies Print on Demand (POD)/Manufacture on Demand (MOD) Orders Verification of Shipping