STANDARD OPERATING PROCEDURES

TITLE ISSUE NUMBER

Order Processing – Export and Others

WRITTEN BY EFFECTIVE DATE

Acquisory Consulting LLP

APPROVED BY: SUPERSEDES

AMENDMENTS TO PREVIOUS VERSIONS

Page No. Context Revision Date

PURPOSE
This document describes the steps of processing customer’s order in SAP system.

INPUT FROM OUTPUT TO

Customer Service Accounts and Finance Team
Sales
Warehouse
PROCESS MAP

PROCESS ROLE DEPARTMENT

Customer Service Representatives / Manager Customer Service
Credit Controller Accounts & Finance

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Table of Contents

1. Order Processing ............................................................................................................................................................. 3

1.1 Receipt of customer’s purchase order .................................................................................................................... 3
1.2 Review customer’s purchase order ........................................................................................................................ 3
1.3 Order review ........................................................................................................................................................... 4
1.4 Sale Order Creation ................................................................................................................................................. 4
1.5 Sale Order Release .................................................................................................................................................. 5
1.6 Data upload in Emperica ......................................................................................................................................... 5

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 STANDARD OPERATING PROCEDURES

1. Order Processing
Process Flowchart

Receipt of
customer’s purchase Automatic Automatic
Automatic
order over email / Delivery number Dispatch / delivery
Start Review purchase order Sale order
EDI generation in note generation in
creation in SAP
SAP Emperica

End Goods Dispatch

Roles and responsibilities

Activity Department Responsibility TAT

Receipt of customer’s purchase order Customer Service Manager As and when

Review customer’s purchase order Customer Service Manager Within 24 HRS

Inform regarding discrepancies (if any) to Customer Service Manager Immediately

customer

Creation of sale order Customer Service Manager Within 24 HRS

Acknowledge order confirmation to Customer Service Manager Immediately after order

customer creation

Release sale order (in case of credit override) Accounts & Credit Controller Within 24 HRS from receipt
Finance of approval / payment

The Customer Service Department is responsible for:

▪ Receipt of customer’s purchase order

▪ Review order and report discrepancies (if any)
▪ Creation of Sale Order
▪ Order tracking

1.1 RECEIPT OF CUSTOMER’S PURCHASE ORDER

i. A purchase order is received to Customer Service Dept. over email or through EDI.
ii. The order is received either from customer or Sales Team.

1.2 REVIEW CUSTOMER’S PURCHASE ORDER

The customer wise accounts are delegated to various Customer Service representatives. Upon receipt of customer’s
purchase order, the CS personnel reviews rates against price master available.

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 i. Customer Service receives purchase orders from customer or concerned sales representatives over email / EDI.
ii. Purchase order could be received in a PO copy or in an email (without PO copy).
iii. If an order is received in an email, customer’s PO number is mentioned as reference.
Note: In absence of PO number, the name of Sales Merchandiser along with date of email receipt is mentioned as
reference while creating a sale order in SAP.

1.3 ORDER REVIEW

Non-EDI Orders:

i. Customer Service representative reviews customer’s PO for below parameters:

o Prices
o PO number
ii. Rates mentioned in PO / email are checked against pricing sheet available for respective programs.

Note: Pricing sheets are received from concerned Sales representatives. As and when there are updations on
pricing, the same is intimated to Customer Service representatives by Sales Team.

iii. If pricing sheet is not available with Customer Service Team, concerned CS personnel will reach Sales
Representative to provide the same.
iv. If any discrepancy is observed, customer is requested to provide revised PO.
v. Revisions in PO could be due to incorrect pricing, incorrect ‘billing to party’ name, due delivery date, etc.
Customer Service Representative makes necessary changes after requesting revised PO / email confirmation /
clarifications.

EDI Orders:

i. EDI orders are not reviewed separately since the details are pulled in SAP from customer’s portal.

1.4 SALE ORDER CREATION

Non-EDI Orders:

i. Customer Service representative creates the sale order in SAP with T-code VA01. Stock is checked for articles.
Scanned PO copy is uploaded in SAP against sale order created.
ii. Sale order type is selected based on the type of sales as given below:

Order Type Order Description

ZDSO Direct Sales Order UK

ZHDU Home Delivery UK

ZOUK Standard Sales Order UK

ZRSO Retail Sales Order UK

ZWUK Web Orders UK

ZSTO Stock Transfer Order

ZKBY Consignment order

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Drop Shipment orders:
i. In case of drop shipment orders, the dispatches are planned from vendor’s warehouse / factory to customer.

ii. The order creation request is received from Sales / Customer Service representatives based on customer's order
placed with WUK.

iii. Sale order is created in SAP by Customer Service Manager using T-code VA01.

EDI Orders:

i. Sale order is auto-created in SAP against purchase order received through EDI.
Consignment Order:
Consignment orders are issued on Sale or Return basis.
- A PO copy is received from customer.
- Customer Service creates a consignment order against PO.
- The stock is issued to customer based on a purchase order as per due delivery date.
- As and when the stock is sold at customer’s end, a summary is received from customer for sold goods.
- Based on the summary, the Company creates an invoice immediately.
- Further a weekly / monthly reconciliation is done for respective customers (as per invoice generation) for goods
transferred and goods sold.

1.5 SALE ORDER RELEASE

i. The sale orders are released only in case of credit blocks. i.e. if there are no credit overrides, sale order does not
go through a release strategy otherwise.
ii. When a credit block is observed, Customer Service representatives approach Accounts Team to release the block /
check the reason for block.
iii. Once the credit block is removed by Accounts & Finance, sale order is considered as released. It is communicated
to Customer Service Team to proceed delivery over email. A report by Credit Controller is circulated for
summary of credit details.
iv. If the block is not removed, Accounts & Finance Team informs on non-release of SO due to outstanding or sales
exceeding credit limits. The same is communicated to Sales and Customer Service Team to follow-up with the
customer.
v. Concerned Customer Service Representative monitors status of SO release manually and follow-up over email
with Sales / F&A Team if required.

1.6 DATA UPLOAD IN EMPERICA

i. The orders that are generated in SAP are auto-uploaded in Emperica every half an hour (throughout the day).

ii. The Customer Service Manager reconciles the orders recorded in SAP and Emperica on weekly basis to ensure
there are no mismatches in data.

iii. If any mismatch found in both the systems, failed orders are pushed to Emperica manually by Customer Service
Manager.

iv. However, in case of recurring data errors, Manager – Customer Service approaches IT Team for resolution.

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