This outlines the step-by-step process for handling supplier orders efficiently and consistently. It is intended to ensure clear communication, timely processing, and smooth coordination between our Customer Service team, suppliers, and internal departments. Please review the outlined steps and let us know if alignment is possible on this workflow.
"Hi [Supplier Name}
I’m [Lead's Name], the Customer Service Manager here at [Store Name] :) [Sales Manager] has already introduced us, and I’m really excited to work with you! I’ll be here to make sure our customers’ orders and inquiries run smoothly. Here’s a quick overview of our order process—let me know if this works for you or if we can align on the same flow.
Order Ticket Submission
The CS team will send an order ticket/email that includes the SKU, quantity, customer name, phone number and delivery address.
2. Supplier Confirmation & Freight Info
We’ll wait for your confirmation that the order has been received and will be processed. Please let us know your order processing turnaround time and how soon you typically acknowledge orders. Kindly also send the item dimensions so the CS team can check and confirm the freight cost on our end. Once reviewed, CS will respond with:
Confirmation to proceed and book on your end, or
Confirmation to proceed and we will book on our end (we will then provide the necessary courier documents and labels).
3. Invoicing
4. Payment & Dispatch
Once payment is made, our accounts team will notify us. Please let us know if you can process the order upon receipt of the remittance advice, or if you require the funds to clear before dispatch.
5. Dispatch & Booking (if applicable)
If we are booking the courier on our end, CS will send all the required documents and labels for the pickup. Alternatively, you may dispatch the order directly, depending on the agreed freight arrangement."
