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Verified
- National Customers are responsible to review and approve Order Confirmations before release and are liable for any errors not reported to us
- 2:30pm Cut Off - Orders received after cut off will be processed the next business day
- Items over 10 will require 48-72 hours for processing
- Sales prices are the prices in Business Central
- Labeling cases are placed on a 42-78 hour hold by Western Carriers
- Request for Exceptions require Executive approval
FOR NEW OS ACCOUNTS THAT REQUIRE LABELING ON CASES - $1.95/CS LABELING FEE WILL BE APPLIED
SOP Overview Credit Team
#1 New OS accounts must pay their first two orders on COD / prepayment. This policy has been added to the top of the Credit App in the National and International Welcome books.
#2 Terms moving forward will be based on pickup date. Order board will be working on a procedure to post according to the warehouse notifications. This will align our due dates with customer expectations.
#3 Automated A/R Reports will begin next week. This is to allow reps & managers to be proactive when communicating with OS accounts prior to placing an order.
#4 CREDIT REVIEW!!! Orders are subject to be held if the account has a significant past due balance. Here is a workflow that should keep all involved parties informed:
- Customer sends an order; which is entered by the sales rep or order board.
- Order board sends the invoice to the sales rep for review & releases the order for next day.
- Penny will respond ASAP whether the order is released or being held.
- Current accounts may be released immediately! (Mario decided to no longer review excess balances to expedite the entire process).
- Past-due accounts will be assessed based on the amount overdue and date of oldest invoice. Penny may already have information needed to release; otherwise she will attempt to reach out to the customer. The order will be released when a payment is promised. Accounts in very poor standing may be required to provide a payment confirmation.
- Once cleared by Credit, the invoice is sent to the customer for customer approval. OS Orders stays CC’d on the email so they can see the customer approval and release the order.
FAQ for Credit Team
- Is there another way we can have customers build credit history with us besides the first two POs on COD? E.g. we don’t release a second PO until the first PO is paid for, or we put a cap on how large the first two orders can be. Having the policy of first two orders on COD will just encourage customers to place two very small orders to start, and then stock up on that third order. I also feel it’s pretty extreme, considering that we work mostly with small and mid sized distro partners. Sam just spoke to someone at Bowler, and they don’t do COD on first orders as long as the references are good.
- Would still love for a message to go out to our partners reinstating our new policy on being stricter with payments. At this point I understand it will make sense to send this after the summer break, but just want to make sure we’re on the same page with everyone before OND.
SOP Overview for Order Board
- Follow through on an order email that you started. If you started the order or started communication on approvals or anything that requires follow up, make sure you flag and categorize to follow up.
This should not switch hands and should stay with the person that responded to it first. If you use the flag or category code, it shows in your to do list.
- Tasks can be created and assigned
- You can post emails to your inbox
- Move or delete emails that do not require orders assistance or attention
- Check your rules to make sure they are working properly.
- If a manager or rep is not responding -call them, you can also mark the email High Importance if you need an immediate response.
- Tips for special customers like Mission Grape, Lagniappe, Fortune Wine
- Tips for specific reps (Karen, Hautzig, Jimmy, Nelson)
- Discounts
- Process
- Approval
Step-By-Step Instructions
All OS Sales reps will communicate changes, update and sales orders confirmations. (exceptions are when OS reps are traveling/vacation)
Karen - orders are entered in BC by Karen. OB reviews then sends order notes and invoice to rep.
Jimmy- orders come from PA. OB reviews and sends order notes and invoice to rep.
Nelson/Eunice- 95% orders come from PA. Some orders will be entered into BC by OB(SLCWH, DI, etc.) Order notes and invoice sent to Nelson.
David H- POs are sent via email to OB. OB enters orders into BC. Order notes and invoice sent to rep. (When pricing is lower on Invoice than PO- usually good to release on OB’s end. Double check with David H incase)
Any entry discrepancies, please notify the rep to communicate it.
I added that when the sales invoice is sent to customer, Customer must review and approve for order release.
- Customer sends PO, rep confirms receipt and let's customer know of any price discrepancies/OOS. 2. Rep enters order in PA/BC in full, including shipping location(OB will manually adjust if needed) and customer PO# then sends to order board "Send for Approval." 3. Rep forwards original email from customer (including the customer’s PO) to Order Board, confirming that order has been entered for approval 4. Order board checks order, drops the PO into the Zeta, and adds a second set of initials, and responds to rep that the order is good 5. Once OB has approved the entered order, rep can send the invoice to the customer with the below template, Customer must review and approve order for release.
Breakdown of Responsibility
Here’s a breakdown on your responsibilities and what to do for OS so it’s a little easier to understand what you need to do for who. Let me know if there’s anything you need further clarification on.
- Sending Availability report first thing in the morning.
- Pull report from WC for orders that have been picked the previous day and post them in BC with matching the pickup date. (step by step process available below)
- Scan through OS emails for anything urgent to take care of first, if nothing then proceed with normal day; if OS is very busy and there are a lot of orders coming in please reach out to OB to see if they can lend you a hand
- If the day is slow and there isn’t any emails coming in you can work on any projects Lisa or Nicole has available
- PLCB orders are processed via OB every Monday
- You are still handling Luxury orders for PA. Leitha and John will let you know if one comes in and the BM will confirm the order is ok to fulfill before you can enter it.
Please use the below check list and what to do for when new orders come in for OS, Karen accounts. Please note to check with Karen if she is entering her own orders that day or not. She should be letting you know if she’s going to be away and need you to cover her in regards to customer communications. If Karen is handling communications you can skip lines 1.
- Confirm PO was received and order is under review with the customer when new order email comes in.
- Enter order and notate and changes, ex: vintage/price changes, out of stock with ETAs
- Any items with 10 cases or more need BM approval before sending; if rep is entering please check with them that they received approval
- If there are any items blocked due to state registration please check with compliance if able to open; compliance should already be getting the POs, but may not have gotten to them yet to be checked over.
- Please make sure the following things are correct and entered:
- PO#
- Ship to address is correct
- Location code (where is it being picked up from; WC or SLCWH/DI)
- Shipping agent and delivery instructions match, if none is noted please have customer advise; make sure SHRINK WRAP is noted if using ODFL (Old Dominion) customer must provide quote # and pallet count before you release order (exception- Tradewinds)
OOS
- Once all changes and missing items have been noted, send to customer to confirm changes and inquire if they would add on cases to fill the out of stock or to the rest of the order not including the out of stock item.
- Once confirmation changes are good, you will need to send them a copy of the invoice for final review and confirmation.*Please note on this email that final invoice confirmation is needed before order can be released for staging at the warehouse. You can do this first and then let OB know the order is ready for review/initials on our side as well.
- Customer must confirm before order can be moved to review queue for Credit. Please send follow ups on any order waiting on final confirmation around 3:30pm.
- Once everything is confirmed you can send out the Order confirmation email that is saved in your signature and let OB know they can be sent to Credit for review.
Orders entered by Reps
- These reps are in charge of communicating with their customers of all changes and out of stock issues and entering their own orders. The only time you will need to communicate with the customer is if the reps are out on vacation or traveling. They should be letting you know if they need you to cover them.
- If a customer is picking up an order from SLC (Salt Lake City) Nelson will let you know he needs you to enter for him as he doesn’t have the ability to do that in PA
- Review orders once rep confirms they have been entered. Notate and issues or discrepancies and let Rep know to communicate with their customer.
- If order is good, OB will need to review and initial before you confirm and send final invoice to rep.
- Rep will send final confirmation email to customer.
Additional notes:
- Check for Must Pick orders at the end of the day.
- Mission Grape
- Lagniappe
- ETE (Edward T. Edward)
- Prime Wines (GA/WA)
- Check for any orders that require special labels.
- Ex: NC ABC, Oregon Liquor Control, WY Liquor Control, etc.
Wrong Carrier - What to Do
when an order is picked up by the incorrect carrier
- Inform rep
- reach out to wrong carrier to return to WC (follow up on return progress, keep orders CC'd )
- Process for correct carrier on a new sales order
- Provide new invoice
Checking for Shipped OS Orders
- Checking for and posting OS orders will be handled by the OB member sending out the Availability Report. (Weekly Rotations)
- How to check if an Order is Shipped
- This can be checked comparing Availability Reports (previous day and current day)
- Please note orders shipping via WC will not show on the Availability Report. (OB will still know to check as the orders remain open/released in BC)
- On the Availability Report - you will see if a pickup has been scheduled.
- If the Appt Date is for the current date - wait until the next Business Day to check and post the order. Orders will not show as Shipped until the next day
- Once an order show Shipped - OB will then post in BC (different order for example)
- We can check if orders have been shipped by searching the Sales Order # (TEWS000000)
- OB will check based on the Exported OS orders in BC
Posting Shipped OS Orders
- As Orders have been exported - you will have to re-open the order
- You will receive a pop-up asking if you want to continue - confirm yes
- Once opened - adjust the below:
- Shipment Date (once Shipment Date is moved - below two will automatically update) (OB should still review to confirm)
- Due Date(Based on Terms 45/60/90 days)
- Document Date
- Posting Date
- OB will manually open the date for WC to adjust Shipment Date -Location Cutoff Log Entries
- Once the Shipment date has been adjusted on the order(s) - make sure to close the date
