Imade Erhabor

Icestores Fashion Hub Procurement Standard Operating Procedure (SOP) SOP: For Processing Customer Orders ●​ ●​ ●​ ●​ ●​ Document ID: SOP-IS-01 Effective Date: June 10, 2025 Prepared By: Erhabor Imade Approved By: Okoh Suzzy Version 1.0 1. Purpose To ensure a consistent and efficient process for handling and fulfilling customer orders from the point of sale to delivery, thereby improving customer satisfaction and operational efficiency. 2. Scope This SOP applies to all employees involved in sales, order entry, inventory, finance, logistics, and customer service at Icestores Fashion Hub. 3. Responsibilities Sales Team Input customer order into the system. Inventory Team Confirm product availability. Finance Verify payment before processing. Logistics & Warehouse Pick, Pack, and ship the product. Customer Service Update customer on order status 4. Procedures 4.1 Customer Greeting and Inquiry ●​ Greet the customer politely using a standard company greeting. Good morning! Welcome to Icestores Fashion Hub. How can I assist you today?.​ ●​ Determine the customer’s needs by asking clarifying questions.​ ●​ Provide product information, specifications, pricing, availability, and any ongoing promotions. 4.2 Order Placement ●​ Confirm the product(s) the customer wants to purchase.​ ●​ If applicable, assist the customer in filling out an order form or enter the order into the system.​ Capture the following details:​ ●​ Customer name and contact details​ ●​ Product name/SKU​ ●​ Quantity​ ●​ Special requests (e.g., gift packaging, customizations)​ Confirm the order summary with the customer before proceeding. 4.3 Inventory & Availability Check ●​ Verify product availability in the inventory management system (JIT).​ ●​ If stock is unavailable:​ ○​ Inform the customer and offer alternative products or delivery timelines.​ ○​ If the customer agrees, proceed with a backorder process.​ ●​ If stock is available, reserve the item in the system to prevent overbooking.​ 4.4 Payment and Invoicing Process ●​ Confirm the total cost, including taxes and any additional fees like delivery.​ ●​ Ask the customer for their preferred payment method (cash, card, transfer, credit).​ ●​ Process the payment using the appropriate system.​ ●​ Issue a receipt or invoice and provide a copy to the customer.​ ●​ Update the order status in the system as “Paid” or “Payment Pending” (for credit customers). 4.5 Order Fulfillment ●​ Retrieve the items from storage or warehouse using the order details.​ ●​ Inspect items for damage or defects before packing.​ ●​ Package the items according to company standards( Big package for Luxury, large and medium product, small package for mini products).​ ●​ Attach invoice, delivery note, and warranty card.​ ●​ Mark the order as “Ready for Pickup” or “Ready for Delivery” in the system. 4.6. Delivery or Customer Pickup ●​ For In-store Pickup:​ ○​ Call or notify the customer that their order is ready.​ ○​ When the customer arrives (ordered online) verify identity (e.g., receipt or ID).​ ○​ Handover the order and get a signature on the delivery note or pickup confirmation.​ ●​ For Delivery:​ ○​ Assign a delivery team or third-party courier.​ ○​ Provide delivery address and contact details.​ ○​ Monitor and update the tracking system.​ ○​ Ensure delivery personnel obtain a signed proof of delivery (POD). 4.7 Post-Sale Support and Documentation ●​ Update the order status to “Completed” in the system (Freshdesk).​ ●​ File the order documents (receipt, delivery note, POD).​ ●​ Send a follow-up message or email to confirm delivery and satisfaction.​ ●​ Address any post-sale concerns such as complaints, returns, or warranty requests. 4.8 Reporting and Record-Keeping ●​ Log the order details in the order tracking system or sales ledger.​ ●​ Update inventory to reflect sold items.​ ●​ Submit reports weekly or monthly for review by the operations manager.​ ●​ Maintain customer order records for 2 years in compliance with company policy. ​