1. Order Received

– Once an order is received, the Sales Representative responsible for the order is required to complete the Order Instruction form. This is outlined in the Order Instruction Form Workflow Process

– The Order Instruction form, the official order from customer and the corresponding quote should be submitted to the Accounts Administrator for processing as well as the Sales Admin

– Once recieved the Sales Admin will enter the order into the Order Register. The purchase order number and customers details should be entered as well as any other information that can be derived from the order instruction form. 

– If an order is received by a Sales Administrator or any other staff member the order should be emailed to the responsible Sales Representative. The Sales Representative will forward the order and relevant documents for processing as described above. 

The accounts admin will proceed as below:

– For account customers proceed to Step 3. For non-account customers proceed to Step 2. Customers with approved accounts can be found in the “Vendor Apps and Agreements” folder under Accounts in the shared drive. 

2. Generate Proforma Invoice for Non-Account holders

– Customers that do not have an approved account are required to pay for the order before we begin processing. The Accounts Admin is required to generate a Proforma Invoice and send to the customer (with Sales Rep in cc) to effect payment. This is outlined in 2.1 Proforma Invoice Workflow Process 

The Accounts admin will need to enter this Proforma Invoice number into the order register.

– If approved by management then the Accounts Admin can submit a credit application to customer and request a vendor application for future purchases as detailed in the 2.2 Credit Application Workflow Process 

– The Accounts Admin is required to follow up with Laren for payment clearance. Only once payment has cleared then proceed to the next step.

3. Order Confirmation

– Accounts Admin is required to generate an order confirmation to progress the order to the next step. This is outlined in the Order Confirmation Workflow Process

– Once the Order Confirmation is generated the Accounts Admin is required to create a folder with the unique order confirmation number followed by the customer’s Company Name. This folder needs to be created within the Open Orders Team Folder.-The Order Confirmation document, Order Instruction form, Customer Order, Quote, and Proforma Invoice (if applicable) should be saved in this folder. This will now be the working folder for all necessary documentation.

– An OC must be created for every order. Even if it is for warranty spares at no charge, consumables at no charge or replacement items. Anything we receive from a supplier should have an OC that we can tie up to.

– Preston will approve every OC before we send to customer. 

– The Accounts Admin is required to update the relevant Order in the Order Register with the OC Number as outlined in the Order Register Workflow Process

-The Accounts Admin is now required to send the order confirmation to the Aftersales Support Admin as per email template New Order Confirmation OC****

– The Aftersales Support Admin is now required to provide feedback to the customer as outlined in the Order Progress Feedback Workflow Process and as per Order Confirmation OC**** email template. This email should contain the Order Confirmation Document and should be sent to customer/s as suggested by the Sales Representative in the Order Instruction form. This email should also include the Sales Representative in cc.  

4. Check if Goods are in Stock

– The Accounts Admin is required to check available stock to determine if goods need to be ordered from suppliers.

4.1 If all Goods on the Order Confirmation is in stock:

– The Accounts Admin is required to email the OC document and reference number with instruction to the Storeman and Aftersales Support Admin according to email template Arrange QC for Stock Items – OC****

– Once the Storeman receives this email then he/she will have to arrange QC for goods as outlined in Quality Control Workflow Process

– Once the Aftersales Support Admin receives this email then feedback should be provided to customer as outlined in the Order Progress Feedback Workflow Process. Please use email template Order Progress Update for OC**** – Delivery of Goods in Stock

– Proceed to Step 10

4.2 Some of the ordered goods in stock:

– If feasible, Accounts Admin can ask the customer if they would like part delivery of items that we have in stock and the balance of the order when the stock arrives.

– If customer does not agree then the Accounts Admin is to reserve the items that are in stock for the corresponding OC and treat as “None of the ordered goods are in stock” and proceed to Step 4.3.

– If customer agrees then the Accounts Admin is required to email the OC with instruction to the Storeman and the Aftersales Support Admin. This can be done using the email template Arrange QC for Stock Items (Part Delivery) – OC****

– Once the Storeman receives this email then he/she will have to arrange QC for goods as outlined in Quality Control Workflow Process

– Once the Aftersales Support Admin receives this email then feedback should be provided to customer as outlined in the Order Progress Feedback Workflow Process. Please use email template Order Progress Update for OC**** – Delivery of Goods in Stock (Part Delivery)

– Proceed to Step 10

– For goods that are to be ordered from our supplier/s please go Step 5

4.3 None of the ordered goods in stock: proceed to next step

5. Order goods from Supplier/s

– The Accounts Admin is required to generate purchase order for goods as outlined in the Ordering goods from Suppliers Workflow Process. The PO should be saved in the corresponding OC folder. 

– A supplier order confirmation is required to verify that this step is complete. This document should be saved in the corresponding OC folder/s.

– Supplier will also forward an invoice for payment. The Accounts Admin is required to follow the Ordering goods from Suppliers Workflow Processto effect payment. 

-The Accounts Admin is required to request for stock availability lead time from the Supplier. Once this is received the Order register is to be updated.-Based on the Supplier lead time and the method of shipping the Aftersales Support Admin is required to provide delivery feedback as outlined in the Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Delivery Estimate from Supplier

– Accounts Admin is required to follow up with supplier as per Order Register Workflow Process. Any changes to the stock availability lead time should be noted in the Order register. These changes need to be communicated to the customer by the Aftersales Support Admin as outlined in the Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Delivery Estimate from Supplier (Amended)

6. Shipping Estimates

– The Accounts Admin is required to get airfreight or sea freight quotes as outlined in Shipping Quotes Workflow Process

– All goods should be delivered directly to Apex Stores. However for large shipments in which the entire shipment is intended for a single customer the Accounts Admin could request for delivery directly to the end user. This needs to be approved by management.

7. Arranging collection of Goods from Supplier

– Once the goods are ready the Accounts Admin is required to arrange collection of goods with forwarder as described in the Booking a Shipping Consignment Workflow Process

– The Accounts Admin should prompt the shipping agent to advise us when goods have been collected.

– Once goods have been collected the Account Admin is required to update the Order Register

-The Aftersales Support Admin is now required to provide delivery feedback as outlined in Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Order Dispatched from Supplier

– The Accounts Admin is required to follow up with shipping company as per Order Register Workflow Process. Any changes to the stock availability lead time should be noted in the Order register.

– These changes need to be communicated to the customer by the Aftersales Support Admin as outlined in the Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Order Dispatched from Supplier (Amended)

8. Arrival of Goods in SA

– Once goods arrive in SA the Accounts Admin is required update the order register.

– The Aftersales Support Admin is required to provide delivery feedback as Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Your order has arrived in South Africa

– The Accounts Admin is required to follow up with shipping company as per Order Register Workflow Process. Any changes to the stock availability lead time should be noted in the Order register.

– These changes need to be communicated to the customer by the Aftersales Support Admin as outlined in the Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – Clearance Lead Time Amended

9. Clearance of Goods

– Once goods are cleared the Accounts Admin is required update the Order Register.

– The Accounts Admin is responsible to arrange for collection from the port to Apex Stores.

– The Accounts Admin is required to send an email to notify the Storeman as per email template Notification of Clearance and Delivery to Stores.

The accounts admin will need to attach the packing list for this shipment to the storeman who will check goods received and confirm all items are at the warehouse.

– The Storeman is responsible to receive delivery as per Receiving Goods Workflow Process

-The Accounts Admin will send an email notification to the Aftersales Support Admin and Storeman Arrange QC for OC****

If there are items on the OC that have previously been delivered to the customer, the Accounts Admin is required to edit the OC document PDF to make note of the items that were already delivered to the customer. So that the Storeman can be aware that not all items on the OC need to be Qc’d and only what items are now available need to undergo QC. 

– Upon receiving this email the Aftersales Support Admin is required to provide delivery feedback as outlined in Order Progress Feedback Workflow Process and as per email template Order Progress Update for OC**** – QC Check for your order

-Upon receiving this email the Storeman will arrange QC

– If the goods arrive at the store prior to the Notification of Clearance and Delivery to Stores email is sent by the Account Admin then the Storeman is required to check the goods against the packling list and waybill receieved with the delivery and keep on the warehouse floor until the packlist is sent by email using the abovementioned template by the Accounts Admin. Once this is recieved the Storeman is required to check the goods again by the packling list received by email

– If the goods arrive at the store prior to the Arrange QC for OC*** email notification then the Storeman is responsible to arrange QC for the entire shipment as per Quality Control Workflow Process

– The QC Documents for above shipment (without OC ref) are to be saved on in QC Documents folder within the Stores Team folder.

For Goods delivered directly to customer:

– The Accounts Admin is required to send an email to the Aftersales Support Admin to arrange for QC of goods onsite. This should be done as per email template Notification of Clearance and Delivery to Directly to Customer. QC and further steps are outlined in 10.3

– Once the Aftersales Support Admin receives this email then he/she can proceed to arrange Delivery and Installation proceed to Step 11

10. Quality Control

– The Storeman is responsible to arrange QC for all goods. This is outlined in Quality Control Workflow Process

– If the goods fail QC check then the Storeman is is required to inform the Accounts Admin and Aftersales Support Admin via email.

– The Accounts Admin will now follow the Insurance Claim Workflow Process

– If the goods pass QC then the Storeman is required to fill out the DDI Web Form and attach the QC form.

– This will now follow the Aftersales Workflow Process (Please refer to “How to resolve a DDI ticket”)

11. Delivery and Installation Instruction

– The Aftersales Support Admin will now arrange Delivery and Installation as outlined in Delivery and Installation Instruction Workflow Process. 

– Once this is complete the Aftersales Support Admin will then

i. Notify Customer Via the Zoho Desk Template (Event Notifciation to Customer)
ii. Create a Zoho Desk Activity and Event for the technicians/sales staff responsible for the installation
iii. Mark the ticket Status – DIIS Complete

12. Invoicing of Goods

– The Accounts Admin will be notified via automated email that the goods are Ready to be Inoviced

– The Accounts Admin is required to check if Quality Control Form and Delivery & Installation Instruction form is complete and acceptable

– The Accounts Admin is required to check that the QC Form and the Delivery & Installation Instruction form are saved in the corresponding OC folder with the relevant data tags added.

– Once these conditions are met the Accounts Admin can proceed to create a Sales Invoice and Delivery note as described in the Sales Invoice Workflow Process

– Once the Invoice and Delivery note is created. The Accounts Admin is required to email the Delivery note to the Storeman as per email template Delivery Note for OC****

13. Arrange Collection from Stores

– Once the Storeman receives the email notification with the Delivery note he/she can proceed to arrange for collection of goods. 

– The Storeman needs to make sure that the serial number and model on the delivery note matches the goods packed. If there is no serial number of the delivery note then the Storeman is required to contact the Accounts Administrator who will then ammend. The Storeman is not allowed to send out goods without serial numbers documented on our delivery notes. 

– Information regarding the delivery can be found in the corresponding Delivery Instruction form

13.1 For orders that will be collected from Apex Stores by Sales Representative or Technician and delivered to customer

– The Storeman will print the Delivery note and Copy Delivery Note

– The Storeman will then send an email to the Technician / Sales Representative and Aftersales Support Administrator informing them that goods are ready for collection as per email template Order Ready For Collection from Apex Stores – OC****

– Upon receiving this email the Aftersales Support Admin will then provide feedback to the customer as per Zoho Desk email template Order Dispatched.

– The Sales Representative / Technician will pick up order and Delivery Note and deliver accordingly.

– The copy of the signed delivery note needs to be returned to the Storeman 

– Installation should be carried out according to Step 14

13.2 For Orders that will be delivered to customer via Freight Company

– The Storeman will arrange collection with freight company as described in the Booking Collections with Freight Company Workflow Process

– Once the waybill has been created the Storeman will email the Aftersales Support Admin as per email template Order Ready For Collection from Apex Stores (Dispatch with Globeflight) – OC****

– Upon receiving this email the Aftersales Support Admin will then provide feedback to the customer as per Zoho Desk email template Order Dispatched.

14. Installation of Goods

– The Aftersales Support Admin is responsible for co-ordinating the Installation of all goods. This is outlined in Delivery and Installation Instruction Workflow Process

– Installation of goods are to be performed according to the Installation of Goods workflow process.  Anyone that performs an installation is required to be informed on this process. This is especially important for contracting technicians. It is the Aftersales Support Administrator’s responsibility to ensure that Apex’s Installation of Goods workflow processis adhered to.

– The person performing the installation is required to submit a completed Installation Report Form as outlined in the Installation of Goods workflow process to the Aftersales Support Admin

Upon receiving the completed installation report, if there is nothing else outstanding for the customer, then the Aftersales Support Admin will need to email the customer as per Zoho Desk Template – Feedback Complete Template to customer

15. Collection of Signed Delivery Note

15.1 If Delivered by Sales Representative / Technician

– The Storeman is responsible to save the signed delivery note in the corresponding OC folder

– Once this is done the Storeman will email the Aftersales Support Admin as per email template Delivery Complete for OC***

15.2 If Delivered by a Freight Company 

– When the freight company collects goods they will provide us a copy of the waybill signed by the drive. The Storeman will save a copy of this in the corresponding OC folder and file the original

– The Storeman will receive Notifications from the freight company regarding the progress of delivery. Once goods are delivered the Storeman can download the POD from the Freight company website. This will now be saved in the corresponding OC folder

– Once this is done the Storeman will email the Aftersales Support Admin as per email template Delivery Complete for OC***

16. Submitting Invoices for Payment

– Once the Aftersales Support Admin receives both the signed Delivery note and Installation Report he/she can email the Account Admin to submit the Sales Invoice for payment as outlined in Debtors Workflow Process. This can be done as per email template Zoho Desk Template “Please send Invoice to Customer Template “

17. Transfer the OC folder from Open Orders to Completed Orders

Once the invoice has been submitted to the customer, the Accounts Admin is required to cut the corresponding OC folder from the Open Orders team folder and paste the folder in a Completed Orders Folder within the Accounts Folder. The folder name needs to be changed to accommodate the Invoice number Eg.OC0269 Varichem INV32320.

The accounts admin is required to update the OC status on the order register from “current” to “complete” and the invoice number is to be added.