Order Management Workflows & Processes

Order Management Business Process Definitions & Templates

  • Workflow Template / Order Management

    Billing & Returns
    Billing & returns is a process that involves the verification, assembling, shipment and billing processes related to customer orders. This template also includes the inspection, documentation and handling of returned items (a return form must be completed and authorized before a return can be received). When a return is received, ensure that return form, other applicable documentation and the actual item(s) returned are accurate and in good order before updating necessary databases.
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  • Workflow Template / Order Management

    Customer & Vendor Setup
    Customer & Vendor Setup processes are triggered when sales (customer setups) or procurement (vendor setups) staff members send requests to master data management employees for new customers/vendors to be added to company systems. Once the request has been received, master data staff members validate all required information and check to make sure that the customer/vendor is not already setup in the system. Once all the requisite information has been input, the requestor (sales or procurement staff) is asked to do a final pass to verify the information. This process may also include adjustments to existing vendor or customer accounts.
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  • Workflow Template / Order Management / Order Processing

    Customer Check Processing
    The Customer Check Processing process involves the initial reception and sorting of physical mail received from customers, and the subsequent batch or individual processing of customer checks. As checks are received from customers, they are sorted based on their processing method (batch or individual remittance processing). Checks are inspected for accuracy and any missing or unclear information is corrected. In most cases, these checks are read by machines and applied to customer account balances or orders. Much of this process is automated - mail is opened using a machine and check information is scanned and input through check imaging software.
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  • Workflow Template / Order Management

    Customer Order Correction
    Customer Order Correction is a process that involves the processing and research required to determine if a missing or incorrect order was the fault of the client and/or the shipping company. The process includes the discovery of a missing or incorrect order, verification of shipment information (how the products were packed, what is written on the shipment documentation, etc.), the assignment of claim numbers (should the carrier be responsible), the delivery of correct products to customer (should the missing or correct contents be found) and the approval or denial of credit issuance. Ensure that final credit memos are generated and sent to the customer by mail or email.
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  • Workflow Template / Order Management / Order Processing

    EDI Payment Setup
    The Electronic Data Interchange (EDI) Setup process involves coordination between customers, accounts receivable staff and, in some cases, IT and/or sales staff, to setup and test the electronic processing of incoming customer payments. This includes the initial setup of the connection (typically by Sales, AR and/or IT team members), the transmission of a test invoice to the customer (referred to as a "penny test") and the payment and confirmation of the test invoice.
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  • Workflow Template / Order Management

    Inventory Discrepancies
    The Inventory Discrepancy Resolution process involves coordination between inventory analysts, warehouse staff and master data management employees to research and resolve inventory inconsistencies discovered by front-line staff members. Inventory discrepancies can be related to pricing or cost setup errors, mis-labeled products, and/or errors during the receiving process (i.e., stock not recorded into inventory system correctly). Once the reason for the discrepancy is determined, the inventory analyst is responsible for contacting the appropriate parties to resolve the issue.
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  • Workflow Template / Order Management / Order Processing

    Invoice & Rebate
    "Invoicing & Rebates" refers to a set of related business processes carried out by Accounts Payable and Receivable staff members, sometimes in a centralized shared services center. These processes include the checking and transmission of customer invoices, the reception and matching of invoices received from company vendors, and the monthly application of rebates to vendor invoices.
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  • Workflow Template / Order Management / Order Processing

    Order & Fulfillment
    The Customer Order Fulfillment process involves coordination between customers, sales representatives, procurement staff (i.e., buyers), vendors and order distribution/processing staff to field, verify, prepare and ship out orders to customers. The order is initially collected by sales team members who interface directly with the customer/client. Once the order information has been colleted, the customer's credit is verified and the order is sent to the procurement team for preparation.
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  • Workflow Template / Order Management / Order Processing

    Order Collection & Entry
    Customer Order Collection & Entry involves coordination between customers, sales representatives, customer service team members, technical sales support staff and order schedulers to collect and enter customer orders. Once the order has been collected by the sales representative, customer service team members confirm the order details and enter them into customer relationship management (CRM) software. At that point, the order is ready to be fulfilled. In some cases, a technical sales representative may have to step in to work out any technical issues related to the customer's request.
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  • Workflow Template / Order Management / Order Processing

    Order Installation & Service
    The Customer Order Installation & Service process involves coordination between order installation/scheduling staff members, technicians (i.e., the employees who actually install and fulfill the customer's order) and, in some cases, company suppliers/vendors to install and inspect customer orders. Once the order specifications and payment details have been confirmed, the order technician inspects the installation site to prepare for install. The technician must also confirm that all required parts/supplies are on hand before beginning. If they are not, they typically coordinate with other technicians and/or company suppliers to gather all of the required materials.
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  • Workflow Template / Order Management

    Order Packaging
    The Order Packaging process involves coordination between the Product Development, Marketing and Engineering functions to design, develop, test and produce packaging for a particular product (or group of products). This process includes sub-tasks such as package prototype development, prototype testing, specification development, approval and graphic design.
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  • Workflow Template / Order Management / Order Processing

    Order-Based Product Development
    The Order-Based Product Development process involves coordination between customers, product development staff, engineering/design team members and production floor employees to configure and produce customized orders for clients. Customized orders deviate from standard specifications in certain ways, and thus require additional engineering, design and manufacturing time to fulfill. After the order has been received by the customer, the product development and engineering/design teams develop product specifications for the customized item. Those specifications are passed off to manufacturing team members, who then produce a prototype of the product. After the prototype has been tested and approved, it is ready for final production and shipment to the customer.
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  • Workflow Template / Order Management / Order Processing

    Quote-to-Order
    The Quote-to-Order process is initiated when a sales lead, or prospect, submits a request for quotation (RFQ) to a sales representative. After the RFQ has been reviewed by the appropriate personnel (typically sales team members) a quote is generated and sent to the customer for confirmation. If the customer approves the quote, the order undergoes final confirmation (pricing, order details, etc.) and payment details are collected from the customer. At this point, a purchase order (PO) is created, and the order is ready to be fulfilled.
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  • Workflow Template / Order Management / Return Processing

    Returns Processing
    Returns Processing focuses on processing returns from customers. When customers ship returned goods and paperwork back to the Warehouse, Quality Control usually performs quality checking on the products (quality checks match customer claim titles and quantities with the Warehouse receipt while also checking to see if anything is damaged, etc.) before credit for the returned item is approved or denied and the returned item is re-shelved (if necessary). If the customer calls inquiring why they did not receive credit for the returned item, the Customer Service Representative should perform an investigation (determine if all items were returned successfully, if the Warehouse made a mistake, etc.) and any necessary charge back information processing and paperwork.
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